Mid Tier 710

BMC Remedy Action Request System 7.1.
00
Installing and Administering BMC Remedy Mid Tier
August 2007
www.bmc.com
Contacting BMC Software

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

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

Telephone (01) 713 918 8800 Fax (01) 713 918 8000
If you have comments or suggestions about this documentation, contact Information Development by email at doc_feedback@bmc.com. Copyright 19912007 BMC Software, Inc. BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective owners. DB2 is a registered trademark of International Business Machines Corporation. IBM is a registered trademark of International Business Machines Corporation. ITIL is a registered trademark, and a registered community trademark of the Office of Government Commerce, and is registered in the U.S. Patent and Trademark Office. Linux is the registered trademark of Linus Torvalds in the U.S. and other countries. Oracle is a registered trademark of Oracle Corporation. UNIX is a registered trademark of The Open Group. Sun, Solaris, Java, Java Development Kit, JDK, Java runtime environment, JRE, and Sun One are trademarks or registered trademarks of Sun Microsystems, Inc. in the U.S. or other countries. BMC Software considers information included in this documentation to be proprietary and confidential. Your use of this information is subject to the terms and conditions of the applicable End User License Agreement for the product and the proprietary and restricted rights notices included in this documentation.
Restricted Rights Legend

U.S. Government Restricted Rights to Computer Software. UNPUBLISHED -- RIGHTS RESERVED UNDER THE COPYRIGHT LAWS OF THE UNITED STATES. Use, duplication, or disclosure of any data and computer software by the U.S. Government is subject to restrictions, as applicable, set forth in FAR Section 52.227-14, DFARS 252.227-7013, DFARS 252.227-7014, DFARS 252.227-7015, and DFARS 252.227-7025, as amended from time to time. Contractor/Manufacturer is BMC Software, Inc., 2101 CityWest Blvd., Houston, TX 77042-2827, USA. Any contract notices should be sent to this address.
Customer Support
You can obtain technical support by using the Support page on the BMC Software website or by contacting Customer Support by telephone or email. To expedite your inquiry, please see Before Contacting BMC Software.
Support Website
You can obtain technical support from BMC Software 24 hours a day, 7 days a week at http://www.bmc.com/support_home. From this website, you can:

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

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

Have the following information available so that Customer Support can begin working on your issue immediately:
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
Contents
Preface 11
Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 AR System documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Chapter 1 Preparing to install BMC Remedy Mid Tier 15 16 16 17 17 17 18 18 20 24 26 29 33
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Methods of mid tier installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . What the installer does . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . BMC Remedy Mid Tier file locations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Important documentation to review . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Before you install . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installing components and patches for the mid tier . . . . . . . . . . . . . . . . . . . . . . . . . . . . Preparing servers that will use the bundled Tomcat JSP engine . . . . . . . . . . . . . . Running Tomcat with IIS on Windows 2003 Server x64 . . . . . . . . . . . . . . . . . . . . . UNIXFilling in the worksheet for installing the mid tier . . . . . . . . . . . . . . . . . . . . . . WindowsFilling in the worksheet for installing the mid tier . . . . . . . . . . . . . . . . . . Chapter 2 UNIXInstalling BMC Remedy Mid Tier
Accessing the software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 UNIXInstalling the BMC Remedy Mid Tier. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Chapter 3 WindowsInstalling the BMC Remedy Mid Tier 39 40 41 41 49 50 51 52 52 52 53
Accessing the BMC Remedy Mid Tier software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . WindowsInstalling BMC Remedy Mid Tier and Tomcat . . . . . . . . . . . . . . . . . . . . . Installing the mid tier . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Completing the installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installing ARWebReportViewer separately . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 4 After the installation
Postinstallation tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Verifying that the mid tier is working with Apache and Tomcat . . . . . . . . . . . . . Disabling ServletExec after an upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Changing the mid tier configuration password . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents
Uninstalling the BMC Remedy mid tier and Tomcat . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 Uninstalling the mid tier on UNIX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 Uninstalling Tomcat on UNIX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 Uninstalling the mid tier on Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 Uninstalling Tomcat on Windows. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 Installing the mid tier into a separate directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 Troubleshooting Java SDK . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 LinuxChanging the group ID value . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 Chapter 5 Configuring the mid tier 57
Configuring the BMC Remedy Mid Tier through a firewall . . . . . . . . . . . . . . . . . . . . . 58 Accessing the Mid Tier Configuration Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60 Using the Mid Tier Configuration Tool with a load balancer . . . . . . . . . . . . . . . . . 60 MIME (Multipurpose Internet Mail Extensions) types . . . . . . . . . . . . . . . . . . . . . . 61 Overview of configuration settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 General settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 Server connection pool settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68 AR Server settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68 Cache settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71 Persistent Cache option. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74 Prefetching specified forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77 Cache table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78 Report settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 Web service settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83 Log settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85 Logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86 Mid-Tier Profiler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88 View logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88 Change password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88 Browser settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89 Configuring Flashboards data points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90 HTTP tracing in the mid tier . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90 Chapter 6 Setting user preferences 91
User preferences for web clients. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92 Setting centralized preferences on web clients. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92 Common fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93 Form tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94 Logging tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97 Locale tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98 Advanced tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100 Chapter 7 Working with AR System forms and applications on the Web 103
What users see in a form in a browser. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104 Working with View options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105 Showing or hiding the web toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107 Editing web header and footer content . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Working with form action fields for the web. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Browser settings for scripting and ActiveX controls . . . . . . . . . . . . . . . . . . . . . . . . . . Modifying the wait cursor for your application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring page properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Managing resource files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Accessing forms and applications with URLs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Opening forms and applications from a home page . . . . . . . . . . . . . . . . . . . . . . . URLs for opening forms and applications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Accessing support files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Specifying parameters in URLs for direct access . . . . . . . . . . . . . . . . . . . . . . . . . . Passing data to a field in a URL. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Creating URLs for login and logout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Working with the Mid Tier Object List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Creating customized login pages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . How a view is selected . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . How locale is established . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Session timeouts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Creating help for web applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Saving a web application to another location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Making your web-based applications accessible to users with disabilities. . . . . . . . Browsers and third-party assistive devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring JAWS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring Window-Eyes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Cursor types and form modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . User preferences for accessibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Accessibility features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Keyboard shortcuts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 8 Customizing AR System style sheets
111 114 115 117 117 118 119 119 120 121 125 125 128 130 131 132 132 132 133 134 134 135 135 136 136 138 139 141 142 142 142 142 143 144 145 146 149 149 155 157 159 160 161 162 162 163
7
Cascading style sheets in AR System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Overview of CSS rules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . CSS rule syntax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Specificity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Order of precedence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Default style sheets provided with AR System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Customizing style sheets in AR System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using style sheets with web applications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Applying styles to AR System fields and other objects . . . . . . . . . . . . . . . . . . . . . . . . CSS selectors and field types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Customizing styles for fields and other objects . . . . . . . . . . . . . . . . . . . . . . . . . . . Changing font styles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 9 Saving and running searches on the web
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Creating and saving searches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Running a search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Loading a search. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Managing saved searches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents
Including parameters in saved or defined searches . . . . . . . . . . . . . . . . . . . . . . . . . . . 164 Defining a search with parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164 Saving a search with parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165 Running a defined or saved search with parameters . . . . . . . . . . . . . . . . . . . . . . . 166 Chapter 10 Configuring the mid tier to run reports on the Web 167
Reporting on AR System data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168 Web reporting components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168 Steps required to enable web reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169 Overview of the Crystal Reports and BusinessObjects software. . . . . . . . . . . . . . . . . 170 The ARWebReportViewer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171 Configuring web server settings for Crystal reports. . . . . . . . . . . . . . . . . . . . . . . . . . . 172 Crystal Enterprise 10 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172 BusinessObjects Enterprise XI (Managed) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178 Crystal Reports Server XI (Unmanaged) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178 Configuring the mid tier for Crystal reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179 Chapter 11 Creating reports for the Web 185
Using the ReportType form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186 Creating report definition files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190 AR System reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190 Crystal reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190 Using the ReportCreator form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191 Creating a report definition file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192 Saving report definition files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197 Editing report definition files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198 Using the Report form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198 Report form entries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198 Deleting report definition files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199 Running a report on the Web . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200 Accessing the ReportSelection form directly through a browser . . . . . . . . . . . . . 200 Reporting using table fields and results list fields . . . . . . . . . . . . . . . . . . . . . . . . . 203 Running a report through an Open Window active link . . . . . . . . . . . . . . . . . . . . 205 Exporting AR System data to a file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207 Printing a report from the web. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210 Backward compatibility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211 Macro conversion procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211 Localized reports created using macros . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212 Crystal Reports tips for the Web . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212 Establishing a system data source name (DSN) for Crystal reports. . . . . . . . . . . 212 ODBC driver configuration for Crystal reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . 213 Restricting the number of records retrieved . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215 Optimal formatting for all environments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216 Saving a Crystal report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
Appendix A
Installing and configuring Crystal Web Connector on UNIX platforms
219 220 220 220 221 222 226 229
Overview of the process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installing Crystal Reports Server 10 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installing the BMC Remedy Mid Tier . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installing and configuring Crystal Web Connector . . . . . . . . . . . . . . . . . . . . . . . . . . . Installing Samba network file sharing software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring Crystal Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Index
Contents
10
Preface
IMPORTANT
The compatibility information listed in the product documentation is subject to change. See the compatibility matrix at http://www.bmc.com/support_home for the latest, most complete information about what is officially supported. Carefully read the system requirements for your particular operating system, especially the necessary patch requirements.
Audience
This guide is written for administrators who are responsible for setting up and maintaining web services, web reporting, and web applications built on the BMC Remedy Action Request System (AR System). It is intended to aid new and current administrators of AR System. If you are a current AR System administrator, this guide enhances the ease of use and performance of your AR System environment. If you are a new AR System administrator, this guide helps you create an effective and efficient AR System environment. You must know how to use AR System, including BMC Remedy Administrator, BMC Remedy User, and BMC Remedy Import.
Preface ! 11
BMC Remedy Action Request System 7.1.00
AR System documents
The following table lists documentation available for AR System products. Unless otherwise noted, online documentation in Adobe Acrobat (PDF) format is available on AR System product installation DVDs, on the Customer Support site (http://www.bmc.com/support_home), or both. You can access product Help through each products Help menu or by clicking Help links.
Title Concepts Description Audience
Overview of AR System architecture and features with in- Everyone depth examples; includes information about other AR System products as well as a comprehensive glossary for the entire AR System documentation set. Procedures for installing AR System. Introduces topics that are usually only learned when first starting to use the system, including logging in, searching for objects, and so on. Administrators Everyone
Installing Getting Started
Form and Application Objects Describes components necessary to build applications in Developers AR System, including applications, fields, forms, and views. Workflow Objects Configuring Contains all of the workflow information. Developers Contains information about configuring AR System servers Administrators and clients, localizing, importing and exporting data, and archiving data. Contains information about the mid tier, including mid tier Administrators installation and configuration, and web server configuration. Administrators/ Developers
Integrating with Plug-ins and Discusses integrating AR System with external systems Third-Party Products using plug-ins and other products, including LDAP, OLE, and ARDBC. Optimizing and Troubleshooting Database Reference
Server administration topics and technical essays related to Administrators monitoring and maintaining AR System for the purpose of optimizing performance and troubleshooting problems. Database administration topics and rules related to how AR System interacts with specific databases; includes an overview of the data dictionary tables. Server administration and procedures for implementing a distributed AR System server environment with the BMC Remedy Distributed Server Option (DSO). Administrators
Administering BMC Remedy DSO Administering BMC Remedy Flashboards C API Reference C API Quick Reference
Administrators
Flashboards administration and procedures for creating and Administrators/ modifying flashboards and flashboards components to Programmers display and monitor AR System information. Information about AR System data structures, C API function calls, and OLE support. Quick reference to C API function calls. Administrators/ Programmers Administrators/ Programmers
12
AR System documents
Title Java API
Description
Audience
Information about Java classes, methods, and variables that Administrators/ integrate with AR System. This online documentation is in Programmers ardoc71.jar, typically located in C:\Program Files\AR System\<server_name>\ARServer\Api\doc on Windows and /usr/ar/<server_name>/api/doc on UNIX. Information about Java classes, methods, and variables used Administrators/ to write plug-ins for AR System. This online documentation Programmers is in arpluginsdoc.jar, typically located in C:\Program
Files\AR System\<server_name>\ARServer\Api\ javaplugins on Windows and /usr/ar/<server_name>/api/ javaplugins on UNIX.
Java Plug-in API
Administering BMC Remedy Email Engine Error Messages Master Index Release Notes BMC Remedy User Help BMC Remedy Administrator Help BMC Remedy Alert Help BMC Remedy Mid Tier Configuration Tool Help
Procedures for installing, configuring, and using the BMC Remedy Email Engine. List and expanded descriptions of AR System error messages. Combined index of all books. Information about new features list, compatibility lists, international issues, and open and fixed issues. Procedures for using BMC Remedy User. Procedures for creating and modifying an AR System application for tracking data and processes. Procedures for using BMC Remedy Alert. Procedures for configuring the BMC Remedy Mid Tier.
Administrators Administrators/ Programmers Everyone Everyone Everyone Administrators Administrators Everyone Administrators
BMC Remedy Import Help Procedures for using BMC Remedy Import.
Preface 13
14
Chapter
Preparing to install BMC Remedy Mid Tier

Before you install BMC Remedy Mid Tier, read the Release Notes, and then complete basic preinstallation steps. The following topics are provided:
! ! ! ! ! !
Overview (page 16) Important documentation to review (page 17) Before you install (page 18) Installing components and patches for the mid tier (page 18) UNIXFilling in the worksheet for installing the mid tier (page 26) WindowsFilling in the worksheet for installing the mid tier (page 29)
Chapter 1
15
Overview
BMC Remedy Mid Tier enables users to access AR System forms and applications through browsers. The mid tier resides on the system running the JSP (servlet) engine. Depending on your configuration, you might install multiple mid tiers for additional scalability. Using the BMC Remedy Mid Tier Configuration Tool, you can configure the mid tier and the AR System servers that communicate with the mid tier. This tool is installed with the mid tier.
Methods of mid tier installation

You can install the mid tier on UNIX or Windows using either of the following methods:
!
Install both the mid tier and Tomcat, which is bundled with the mid tier. (Most common method) The instructions for this method of installation are provided in:
! !
Chapter 2, UNIXInstalling BMC Remedy Mid Tier Chapter 3, WindowsInstalling the BMC Remedy Mid Tier
Install the mid tier only and use your own JSP engine. If you choose to not to use the bundled Tomcat JSP engine and want use your own JSP engine, see the appropriate white paper at http://www.bmc.com/support_home. The white papers include instructions installing the mid tier on other supported JSP engine and application servers. White papers include information about configuring IBM WebSphere, configuring combinations such as running a Apache web server with a Tomcat JSP engine, and others.
For a complete list of supported configurations, see the compatibility matrix at http://www.bmc.com/support_home.
16
Important documentation to review
What the installer does

The BMC Remedy Mid Tier installer performs the following tasks:
1 Creates the installation directory, if required. 2 Places mid tier files and directories in the correct locations. 3 Installs and registers Tomcat. (Optional) 4 On Windows, installs the required BMC Remedy ODBC DLLs and sets up the
driver for Crystal Reports. (You must have Crystal Enterprise 10 or BusinessObjects Enterprise XI to run Crystal reports.) The mid tier requires the following amounts of free space:
! !
120000 KB during installation 40000 KB after installation
5 On Windows, installs the ARWebReportViewer application if you have
BusinessObjects Enterprise XI installed. (Optional)
BMC Remedy Mid Tier file locations

By default, mid tier is installed in /usr/ar/mid-tier on UNIX and C:\Program Files\AR System\Mid-Tier on windows. The following files are created or modified when you install BMC Remedy Mid Tier.
Table 1-1: Files created or modified with BMC Remedy Mid Tier installation File Executables Configuration file JSP files .gif file JavaScript Web application Java class files Shared libraries Location
<mt_install_dir> <mt_install_dir>/WEB-INF/classes/config.properties <mt_install_dir>\shared <mt_install_dir>\shared\images <mt_install_dir>\resources <mt_install_dir>\WEB-INF <mt_install_dir>\WEB-INF\classes <mt_install_dir>\WEB-INF\lib
Important documentation to review

Before you complete any pre-installation tasks, review the following documentation:
!
Release Notes to learn about version 7.1.00-specific information about open issues, localization, and other AR System information Product compatibility matrix (http://www.bmc.com/support_home).
Chapter 1
17
Configuring guide to learn about postinstallation configuration information Use this information to decide whether to configure components during installation.
You can find this documentation at http://www.bmc.com/support_home.
Before you install

Before you install the BMC Remedy Mid Tier, you must complete the following procedures:
!
For all configurations, install the appropriate components and patches. For more information, see Installing components and patches for the mid tier. Go to http://www.bmc.com/support_home and search for AR System for the latest patch.
For configurations that use the Tomcat JSP engine that is bundled with the mid tier, prepare your web server as needed. See the procedure for your environment:
! ! ! !
UNIXPreparing a Sun One web server with bundled Tomcat on page 20 UNIXPreparing an Apache server on page 22 WindowsPreparing a Sun One web server on page 22 Disabling the Sun One web server and internal Java on page 23
If you are not installing the Tomcat JSP engine that is bundled with the BMC Remedy Mid Tier, see the appropriate white paper for your configuration at http://www.bmc.com/support_home. Complete the installation worksheet for your environment:
! !
UNIXFilling in the worksheet for installing the mid tier on page 26 WindowsFilling in the worksheet for installing the mid tier on page 29
Installing components and patches for the mid tier

Before you install the mid tier, install the following components. See the preinstallation considerations (if any) for these components in the sections that follow.)
!
Java Software Developers Kit (SDK), which is available from the appropriate third-party vendors site. Install the Java SDK before you install the web server.
18
Installing components and patches for the mid tier
TIP
On UNIX, install the SDK into the /usr/java directory. If you install the SDK into another directory, and then you install Tomcat, you might need to make manual changes to your Tomcat configuration after the installation.
! ! !
Web server Browser AR System server The AR System server can be installed locally, but the mid tier is typically installed on a separate computer with network access to the server.
One of the following reporting tools if you will be running Crystal reports on the Web:
! ! !
BusinessObjects Enterprise XI (recommended) Crystal Reports Server XI Crystal Enterprise 10 and the Crystal Web Component Server Crystal Web Component Server (which requires advance configuration) is available from http://www.businessobjects.com/. If this server is installed remotely, you will need to share the mid tier installation directory with the remote Crystal server, specifying the full path to this directory. Make a note of this directory path if you will access Crystal Web Component Server over a network. For more information, see Chapter 10, Configuring the mid tier to run reports on the Web.
NOTE
You must install Crystal Reports on Windows to run reports using the AR System ODBC driver. For UNIX platforms, see Appendix A, Installing and configuring Crystal Web Connector on UNIX platforms.
!
Home Page server (Optional) The home page form displays entry points on a given server or server group. The home-page server can be configured as a home-page server and must be an AR System server. For more information about home pages, see the Form and Application Objects guide.
Preference server (Optional) The preference server must be an AR System server, must be configured to be a preference server, and must be entered in the list of AR System servers. For more information, see the Configuring guide.
Chapter 1
19
Java Server Pages (JSP) engine (Optional) If you are not using the Tomcat JSP engine that is bundled with the mid tier installation, you must install and enable your supported JSP engine before you install the mid tier. For a list of supported JSP engines, see the compatibility matrix at http://www.bmc.com/support_home.
ANSI C compiler (for Apache with ServletExec only) GNU version 2.8.1 or higher is required. Vendor-specific C compilers are not supported.
! !
PERL 5.003 (or later) software (for Apache with ServletExec only) The appropriate patches for your configuration. For more information, see the Release Notes.
Preparing servers that will use the bundled Tomcat JSP engine
If you are using the Tomcat JSP engine that is bundled with BMC Remedy Mid Tier, complete the appropriate preinstallation steps for your web server:
! ! ! ! ! !
UNIXPreparing a Sun One web server with bundled Tomcat on page 20 UNIXPreparing an Apache server on page 22 WindowsPreparing a Sun One web server on page 22 Disabling the Sun One web server and internal Java on page 23 Running Tomcat with IIS on Windows 2003 Server x64 on page 24 32-bit Java requirement on page 25
UNIXPreparing a Sun One web server with bundled Tomcat

If you are using a Sun One web server with the Tomcat JSP engine that is bundled with the mid tier, complete the following tasks before you install the mid tier. (Skip this procedure if you are using your own JSP engine.)
" To prepare a Sun One web server with Tomcat before installing the mid tier
1 Install the Sun One web server (if it is not installed).
When you install the Sun One web server:

! ! !
Choose the typical installation option. Include umask 077 in the web server start sequence to minimize security exposure. Choose a port number other than 8888 for the Sun web administrative server. Tomcat and the Sun One web server administrative server both use port 8888 by default, and this cannot be changed during the Tomcat installation. Changing the port when you install the web server prevents conflicts.
20
Installing components and patches for the mid tier 2 If the Sun One web server is already installed, change the Sun administrative
server and web server ports:
a Stop the Sun One web server admin server. b Change the default Administrative server port number on the Port line from
8888 to another number in the <sun_web_server_install_dir>/https-adminserv/config/ server.xml file. and if you are prompted to load configurations, do so.
c Refresh the Web Server Administration Server page after you make changes, d Restart the Sun One web server.
If you do not follow these guidelines, your web server might become corrupted.
3 Obtain write privileges to the Sun One obj.conf configuration file.
The installer needs write privileges to:

! !
Configure the reports and attachments features. Install the JSP engine as a plug-in.
4 Obtain root permissions to your computer. 5 Obtain the Sun One web server user name, password, and administration server
port number
The user name, password, and port number are necessary to access the Sun administration web server. These parameters are established when the Sun One web server is installed.
6 If you have an existing Tomcat directory, remove it before installing Tomcat.
Alternatively, you can rename your existing directory and install Tomcat into another directory.
7 Disable Java for the Sun One web server and deactivate the Sun One web server
servlet engine.
See Disabling the Sun One web server and internal Java on page 23 for instructions.
Chapter 1
21
UNIXPreparing an Apache server

If you are using an Apache web server, complete the following tasks before you install the mid tier.
" To prepare an Apache server before installing the mid tier

1 Place the ANSI C compiler and PERL software in your path environment. 2 Make sure you have root permissions to the Apache web server that allow you to
write to all relevant files and directories. For example, make sure you have access to the /usr/conf/httpd.conf file. of #-1 (the default), modify the <apache_install>/conf/httpd.conf file.
3 If you are upgrading and the existing mid tier was installed with a Group ID value
Use an editor such as vi and look for the Group identifier. If you see Group #-1, change it to the valid group, and save the file.
4 Enter or verify that the compiler and link-editor specified by $CFG_CC and
$CFG_LD_SHLIB
in the apxs script are in the PATH environment variable.
5 Install Apache. (During installation, enable the DSO option.)
You can verify that DSO is enabled by running <apache_install>/bin/httpd -l to see the list of modules after Apache has been installed. If you see mod_so.c in the list, then DSO has been enabled.
6 To minimize security exposure, include umask 077 in the web server start sequence.
Using umask 077 makes sure that files created by the web server processes will be owned and only usable by the user who runs that web server.
WindowsPreparing a Sun One web server

If you are using a Sun One web server in a Windows environment, complete the following tasks before you install the mid tier.
" To prepare a Sun One web server before installing the mid tier
1 Obtain local Windows Administrator account privileges for the Web server
computer. You must be able to change registry entries. Otherwise, the Mid Tier Configuration Tool that is installed with the mid tier will not save changes. When you install the Sun One web server:
! !
2 Install the Sun One web server (if it is not installed).
Choose the typical installation option. Choose a port number other than 8888 for the Administrative server. The Sun administrator web server uses port 8888 by default, and this cannot be changed during the Tomcat installation. Changing the port when you install the web server prevents conflicts.
22
Installing components and patches for the mid tier 3 If the Sun One web server is already installed, change the Sun administrative
server and web server ports:
a Stop the Sun One web server admin server. b Change the default Administrative server port number on the Port line from
8888 to another number in the <sun_web_server_install_dir>\httpsadminserv\config\server.xml file. and if you are prompted to load configurations, do so.
c Refresh the Web Server Administration Server page after you make changes, d Restart the Sun One web server.
If you do not follow these guidelines, your web server might become corrupted.
4 Disable Java for the Sun One web server and deactivate the Sun One web server
servlet engine.
See Disabling the Sun One web server and internal Java for instructions.
Disabling the Sun One web server and internal Java

If you are installing the Tomcat JSP engine that is bundled with the mid tier, complete the following two procedures. You will disable the Sun JSP web server and deactivate the Sun One web server servlet engine on UNIX and Windows. Then you will disable internal Java. If you are using the built-in Sun JSP web server, you can skip these procedures.
WARNING
Stop the Sun One web server before you make any changes to the configuration. In addition, after you make changes, refresh the Web Server Administration Server page, and if you are prompted to load configurations, do so. If you do not follow these guidelines, your web server could become corrupted.
" To disable the Sun One web server JSP and servlet engine
1 If it is not installed, install the Sun One web server using the typical option. 2 Open the administration page at http://<host_name>:<port_number>.
For example, go to http://myserver.mydomain.com:8050. The Manager Servers screen appears. Your server should be listed in the Select a Server field.
3 If you have two or more web servers, choose the target web server in the list. 4 Click Manage.
If you are prompted to load configurations, do so. The Server On/Off screen appears.
Chapter 1
23
BMC Remedy Action Request System 7.1.00 5 If the server is on, click Server Off.
A message appears, stating that the server has been shut down.
6 Click OK to dismiss the message.
" To disable the Sun One web server internal Java

1 Use your browser to log in to the Sun One web server administrative server
interface.
2 Choose the Servers tab. 3 Click the Manage Servers Link. 4 Select the web server instance that will have the JSP engine installed, and click
Manage.
5 Click the Java tab. 6 Clear the Enable Java Globally check box. 7 Clear the Enable Java for class check box. 8 Click Apply Link, and then click Apply Changes.
Running Tomcat with IIS on Windows 2003 Server x64

The 64-bit version of Microsoft Internet Information Services (IIS) will not load the Tomcat ISAPI filter by default, because the Tomcat filter is designed for 32-bit platforms. Complete the following instructions to run IIS with Tomcat on this platform.
" To run Tomcat with IIS on Windows 2003 Server x64

1 Install the mid tier, and choose Tomcat as the JSP engine. 2 In a command window, change directories to C:\Inetpub\AdminScripts. 3 From the command window, run the following command:
cscript.exe adsutil.vbs set W3SVC/AppPools/ Enable32BitAppOnWin64 "TRUE"
This step enables 64-bit IIS to run 32-bit processes.
24
Installing components and patches for the mid tier 4 From the command window, run the following command:
cscript.exe C:\WINDOWS\system32\iisext.vbs /AddFile "C:\Program Files (x86)\Apache Software Foundation\Jakarta Isapi Redirector\bin\isapi_redirect.dll" 1 jakarta 1 jakarta
This step adds and enables the Jakarta Isapi Redirector web service extension.
5 Stop and restart IIS. 6 Open the Mid Tier Administration page to verify that the Tomcat ISAPI filter is
working:
http://<your_web_server>/arsys/shared/config/config.jsp
32-bit Java requirement

The Web Services plug-in, Email Engine, Flashboards Server, and Mid Tier require the 32-bit version of the JDK/JRE. These products will not work with 64-bit Java on Windows 2003 x64.
Chapter 1
25
UNIXFilling in the worksheet for installing the mid tier

This section contains the information that will help you prepare to install the mid tier on UNIX or Linux. Enter in your values on the following blank lines, and use the values in conjunction with the installation prompts.
Product directory: _______________________________________

Path to the directory where the mid tier DVD is mounted and where the mt_install file is located. The location must have adequate disk space and be accessible to at least one AR System server locally or through a network. Clients must have web access to this location. If you are installing on the same computer as an AR System server, choose a separate directory for the mid tier. The default directory is:
/usr/ar/mid-tier
Web server installation directory: __________________________

Path to the directory where the web server is installed.
JSP engine installation directory: ___________________________

Path to the directory where the JSP engine is installed.
Mid-tier installation directory: _____________________________

Path to the directory where the mid tier will be installed.
IMPORTANT
You must install the mid tier into its own top-level directory and not in a subdirectory of another AR System component. For example, do not install the mid tier into the same directory as BMC Remedy Administrator. Both the mid tier directory and the BMC Remedy Administrator directory should be installed in the top-level AR System directory.
Tomcat information
If you plan to install Tomcat, fill in your values on the following blank lines, and use your values with the installation instructions.
26
UNIXFilling in the worksheet for installing the mid tier
Base SDK directory: ______________________________________

Path to the SDK directory (usually /usr/java).
Base directory: ________________________________

Path to the Tomcat installation directory.
Web server type: ________________________________________

Type of web server.
Web server installation directory: __________________________

Installation directory for the web server.
Unique instance name: ___________________________________

Unique name for the instance you are installing. You designate the name during the installation.
Instance port number: ____________________________________

Port number for the instance.
User name: _____________________________________________

Administrator user name. You designate the name during the installation.
User password: __________________________________________

Password that corresponds to the Tomcat user name. You designate the password during the installation.
Server information
AR System server Server #1: ____________________ Server #2: ____________________ (Optional)
Name of the AR System server to which the mid tier will connect (required). You must specify at least one AR System server. You can make further changes after you install.
Chapter 1
27
AR System server port (Optional) Server #1 port: ____________________ Server #2 port: ____________________
TCP port number for the AR System server that the mid tier connects to. If your AR System server is not configured to run on a specific port, leave these fields empty.
RPC Port Number (Optional) Server #1 port: ____________________ Server #2 port: ____________________
RPC port number for the AR System server that the mid tier connects to. If you elect to run your server on a private RPC socket, enter a value. (You must configure the AR System server to run on a private server first to allow this.) For more information about private servers, see the Configuring guide.
Preference server: _______________________________________

(Optional) Name of the preference server (if any) that you designated during the AR System server installation. The preference server must be an AR System server. For more information about preference servers, see the Configuring guide. If you did not specify a preference server during the server installation, you can do so after the mid tier installation using the BMC Mid Tier Configuration Tool. If you identify two or more preference servers, separate each entry with a comma but no space, for example: server1,server2,server3 . . .
Home page server: _______________________________________

Name of the home page server (if any) that you designated during the AR System server installation (optional). The home page server must be an AR System server. If you identify two or more home page servers, separate each entry with a comma but no space, for example: server1,server2,server3. . . If you did not specify a home-page server during the server installation, you can do so after the mid tier installation using the Configuration Tool.
Data visualization module server: __________________________

Name of the data visualization module server (if any). For more information, see the Integrating with Plug-ins and Third-Party Products guide.
28
WindowsFilling in the worksheet for installing the mid tier

This section contains the information that will help you prepare to install the mid tier on Windows. For each mid tier you install, enter your values on the following blank lines, and use the values in conjunction with the installation instructions.
Web server: _____________________________________________

Name of the web server. You must have a supported web server to install the mid tier.
JSP engine: _____________________________________________

Path to the location of the JSP engine.
AR System server: ________________________________________

Name of the AR System server to which the mid tier will connect (required). You must specify at least one AR System server. You can make further changes after you install.
Port: ___________________________________________________
TCP port number for the AR System server that the mid tier connects to. If your AR System server is not configured to run on a specific port, leave this field empty. If your server is running on a specific port, you can still have the server registered with portmapper. For more information about portmappers, see the Installing guide.
Chapter 1
29
RPC port number: ________________________________________

RPC port number for the AR System server that the mid tier connects to. If you elect to run your server on a private RPC socket, enter a value. (You must configure the AR System server to run on a private server first to allow this.) For more information about private servers, see the Configuring guide.
Preference server: _______________________________________

Name of the preference server (if any) that you designated during the AR System server installation (optional). The preference server must be an AR System server. If you did not specify a preference server during the server installation, you can do so after the mid tier installation using the Configuration Tool.
Home page server: _______________________________________

Name of the home-page server (if any) that you designated during the AR System server installation (optional). The home-page server must be an AR System server. If you did not specify a home-page server during the server installation, you can do so after the mid tier installation using the Configuration Tool.
Crystal Reports server: ____________________________________

Name of the Crystal Reports server (if any).
Destination folder: _______________________________________

Path to the directory where the mid tier will be installed. You must install the mid tier into its own top-level directory. If you plan to install Tomcat separately after you install the mid tier, fill in your values on the following blank lines, and use your values with the installation instructions.
NOTE
Destination location: _____________________________________

Path to the installation directory for Tomcat.
User name: _____________________________________________

User name for the administrator who has privileges to connect to the Tomcat web administrator. You designate this user name during the installation.
30
Password: ______________________________________________
Password corresponding to the user name. You designate this password during installation.
Anonymous user: ________________________________________

User account for anonymous users (users who connect through the internet). Use the following syntax:
IUSR_<AR_System_server_name>
Chapter 1
31
32
Chapter
UNIXInstalling BMC Remedy Mid Tier

Installing BMC Remedy Mid Tier on UNIX platforms requires specific steps, which are different from Windows installations. The following topics are provided:
! !
Accessing the software (page 34) UNIXInstalling the BMC Remedy Mid Tier (page 35)
After you install the mid tier, see Chapter 4, After the installation, and Chapter 5, Configuring the mid tier, to complete the installation and configuration process.
NOTE
Read the Release Notes before you perform the steps in this section.
Chapter 2
33
Accessing the software

This section contains two procedures that describe how to:
! !
Access the software from a DVD. Access and prepare the AR System software (which includes BMC Remedy Mid Tier) obtained by HTTP download.
" To access the mid tier installation files from a DVD

1 Mount the DVD either locally or remotely. For instructions, see the Installing guide. 2 Change to the directory containing the BMC Remedy Mid Tier installation script
as follows:
# cd <cd_mount_point>/arsystem
The default mount point is /cdrom. Proceed to the next section, UNIXInstalling the BMC Remedy Mid Tier.
" To access mid tier installation files from the downloaded software
1 Log in as the root user. 2 Copy the downloaded directory (midtier_unix) and its contents to the location
where you will install BMC Remedy Mid Tier.
3 Change to the directory containing the copy of the downloaded files. 4 Change to the directory containing the install program:
# cd midtier_unix
5 Uncompress the file midtier_web.tar.gz, which contains the UNIX installation files
for BMC Remedy Mid Tier.
Use the gunzip utility to uncompress the file by entering the following command:
# gunzip midtier_<unixType>.tar.gz
Where <unixType> is the type (flavor) of UNIX, such as AIX or HP-UX. If you do not have the gunzip utility, you can download it from the gzip home page: http://www.gzip.org.
6 Extract the installation program file by entering the following command:
# tar -xvf midtier_<unixType>.tar
Where <unixType> is the type of UNIX, such as AIX or HP-UX. The midtier_web.tar tar file contains the directory arsystem, which contains the installation program (mt_install).
7 Note the directory into which the tar files were extracted. Enter the path to that
directory when prompted for the product directory name during installation.
34
UNIXInstalling the BMC Remedy Mid Tier 8 Change to the directory containing the installation program:
# cd arsystem
Proceed to the next section, UNIXInstalling the BMC Remedy Mid Tier.
UNIXInstalling the BMC Remedy Mid Tier

You must have write access to the mid tier, web server, and JSP files and directories to install the mid tier; therefore, you should install as root. The procedures in this section explain how to perform an upgrade or new install of the mid tier. Differences for upgrades are noted in the procedures. By default, mid tier is installed in /usr/ar/mid-tier.
TIP
If you have a specific configuration to install (such as Apache 2.x and Tomcat 5.x using JK Connectors), see the 7.1.00 white papers on the Customer Support website for specific installation steps.
" To install the BMC Remedy Mid Tier on UNIX

1 Prepare your system as discussed in Chapter 1, Preparing to install BMC Remedy
Mid Tier.
The mid tier will not install or function correctly if you do not prepare your system.
2 Make sure you have the latest Mid Tier patch, which includes a full version
installation.
You can find the patch at http://www.bmc.com/support_home.

3 Complete the installation worksheet in UNIXFilling in the worksheet for
installing the mid tier on page 26.

# ./mt_install
4 Run the mid tier installation script: 5 At the prompt asking to install the mid tier, press ENTER to continue with the
installation.
A record of the installation is preserved in /usr/tmp/mt_install.log.

6 At the product directory prompt, enter the name of the directory where the DVD
is mounted and where the midtier.tar file is located, or press ENTER to accept the default. Press ENTER to view the entire licensing agreement. Enter 1 to accept the licensing agreement, 2 to reject the agreement, or 3 to reread the agreement.
7 At the licensing prompt, complete one of the following steps:

! !
Chapter 2
35
The script displays:

! ! ! !
Disk space information and requirements AR System product and copyright information Your UNIX version information Space requirements for mid tier installation
NOTE
Make sure you have the correct space requirements on your system.
8 At the preinstallation tasks prompt, press ENTER to proceed with the installation. 9 At the prompt for a compatible JDK, complete one of the following steps:
! !
Enter Y to continue with the installation if you have a compatible JDK installed. Exit the installation and install a compatible JDK from the Sun Java products website (http://java.sun.com/j2se/). Or, you can also install the IBM or HP Java products.
10 Enter the Java JDK install directory. 11 At the web server prompts: a Type the letter corresponding to your web server:
! A ! J ! O
for Apache for Sun One web server 6.1 or Sun Java web server 7.0 for other
A supported web server is required to install the mid tier. If you do not have a supported web server installed, terminate the installation and install one.
b Enter the web server installation directory, for example:
/usr/local/<web_server>
12 At the JSP engine prompt, perform one of the following set of steps:
To install the JSP engine (Tomcat) provided with the mid tier:
a Enter N if you do not have a JSP engine installed.
The installer prompts you to install Tomcat.

b Enter Y to install Tomcat. Go to step 13.
36
UNIXInstalling the BMC Remedy Mid Tier
To use your own JSP engine:

!
Enter Y if you have a JSP engine installed and type the letter corresponding to your engine:
! T
for Tomcat for JBoss
Enter the installation directory for Tomcat.

! J
Enter the full paths to the JBOSS deployment directory and startup script. The installer starts the JBOSS service if it is not running.
! O ! Q
for another JSP engine to exit the installation
13 At the mid tier installation directory prompt, enter and confirm the path to the mid
tier installation directory.
IMPORTANT
You must install the mid tier in a separate directory under the top-level AR System directory and not in a subdirectory of another AR System component. For example, do not install the mid tier into the same directory as the AR System server. If you install the mid tier into the same directory as another component, the web server might access the wrong .jar files. After you enter the mid tier install directory, mid tier files are installed. For information about where the files are located, see BMC Remedy Mid Tier file locations on page 17 The following lines are an example from the display:
Extracting files, please wait. x ./images, 0 bytes, 0 tape blocks x ./images/bkgdImage.gif, 16751 bytes, 33 tape blocks x ./images/blackdot.gif, 35 bytes, 1 tape blocks x ./images/diaryExpand.gif, 188 bytes, 1 tape blocks . . .
This step might take a few minutes.

14 If you did not choose to install Tomcat, go to step 16 on page 37. 15 If you chose to install Tomcat, you are prompted to enter the HTTP port number,
or accept the default of 8080.
16 For upgrades only: If you have existing mid tier configurations (for example, if you
have already designated port numbers, preference servers, or AR System servers), perform one of the following actions at the upgrade configuration prompt:
a Enter Y to keep the existing configurations. If you select this option, you will still
be able to add AR System servers and preference servers. Go to the next step.
b Enter N to reconfigure your current setup.
Chapter 2
37
BMC Remedy Action Request System 7.1.00 17 At the AR System server prompt, enter the name of the AR System server to which
the mid tier will connect (required).
The mid tier requires at least one AR System server to connect users to AR System. You can add or modify servers in the BMC Remedy Mid Tier Configuration Tool after installation.
18 At the AR System server port prompts: a Enter the port number (TCP port) for the AR System server you chose in step 17
if you designated a port number during the server installation (optional).
If you did not assign a port number, press ENTER to accept the default port.
b Enter the RPC port number for the AR System server you chose in step 17 if you
designated an RPC port number during the server installation. type N to go to the next step.
c Enter the names and port numbers for other AR System servers (optional) or 19 Enter Mid Tier Administrator Password for the AR System server on which you
are installing the mid tier.
This password must match the password set in BMC Remedy Administrator. This password is required for AR System 7.0 and later servers. The following message appears:
AR Servers are: <your_entries>
20 (Optional) At the preference server selection prompt, enter and confirm the
number that corresponds to the preference server you chose during the AR System server installation. Preference servers must be AR System servers. You do not have to specify a preference server now. You can specify preference servers after installation using the Mid Tier Configuration Tool. Enter N to skip this step.
21 (Optional) At the home page server prompt, enter and confirm the number that
corresponds to the home page server you chose during the AR System server installation. Enter N to skip this step.
22 (Optional) At the AR Data Visualization Module server prompt, enter and confirm
the number that corresponds to the server you chose during the AR System server installation. Enter N to skip this step. The installation is complete.
23 Restart the web server. If you are upgrading your mid tier installation, stop and
restart Tomcat.
24 Complete the steps described in Postinstallation tasks on page 52.
38
Chapter
WindowsInstalling the BMC Remedy Mid Tier

This chapter provides instructions for installing the BMC Remedy Mid Tier on Windows platforms. The following topics are provided:
! ! ! !
Accessing the BMC Remedy Mid Tier software (page 40) WindowsInstalling BMC Remedy Mid Tier and Tomcat (page 41) Completing the installation (page 49) Installing ARWebReportViewer separately (page 50)
After you install the mid tier, see Chapter 4, After the installation, and Chapter 5, Configuring the mid tier, to complete the installation and configuration process.
NOTE
Read the Release Notes before you perform the steps in this section.
Chapter 3
39
Accessing the BMC Remedy Mid Tier software

If your computer is part of a Windows domain, you must log in to the domain as a Windows Domain Administrator to install BMC Remedy Mid Tier. If your computer is not part of a Windows domain, you must log in as an administrator for the local system.
NOTE
The BMC Remedy Mid Tier software is included in the AR System DVD or HTTP download.
" To access the software from the DVD

1 Log in to Windows as an administrator and insert the DVD into the drive.
If autorun is enabled, the DVD browser opens.

2 Click AR System Server.
If the DVD browser does not start, run the file midtier.exe. Proceed to the next section, WindowsInstalling BMC Remedy Mid Tier and Tomcat.
" To access the software from HTTP download

1 If you downloaded AR System to a location where you will not install AR System,
copy the downloaded directory and its contents to the computer where you will install AR System.
2 From the download directory, run the file midtier.exe.
When you run this file, the installation files are unpacked into a temporary directory and the Setup program starts. Proceed to the next section, WindowsInstalling BMC Remedy Mid Tier and Tomcat.
40
WindowsInstalling BMC Remedy Mid Tier and Tomcat

Use the procedures in this section to install both the BMC Remedy Mid Tier and Tomcat on Windows. These procedures explain how to perform an upgrade or new installation of the mid tier with either a Sun One web server or IIS. Differences for upgrades are noted in the procedures. By default, mid tier is installed in c:\Program Files\AR System\Mid-Tier.
TIP
If you have a specific configuration to install (such as Apache 2.x and Tomcat 5.x using JK Connectors), see the 7.0.01 white papers on the Customer Support website for specific installation steps.
NOTE
Before making any changes to your system, the mid tier installation program will create a backup copy of the files in your mid-tier configuration directory. For example, if your configuration directory is C:\Program Files\AR System\Mid-Tier\WEB-INF, the backup directory will be C:\Program Files\AR System\Mid-Tier\WEB-INF.bak1.
Installing the mid tier

This section describes how to install the mid tier itself.
" To install the BMC Remedy Mid Tier on Windows

1 Prepare your system as discussed in Chapter 1, Preparing to install BMC Remedy
Mid Tier.
The mid tier will not install or function correctly if you do not prepare your system.
2 Make sure that you have administrative privileges on the computer where the mid
tier will be installed. installation.
3 Make sure you have the latest mid tier patch, which includes a full version
You can find the patch at http://www.bmc.com/support_home.

4 Complete the installation worksheet in WindowsFilling in the worksheet for
installing the mid tier on page 29.
The 7.1.00 mid tier installs the correct version of Tomcat if you choose that option. To use another JSP engine, see the compatibility matrix at http://www.bmc.com/support_home.
5 Start the installer as described in Accessing the BMC Remedy Mid Tier software
on page 40.
Chapter 3
41
BMC Remedy Action Request System 7.1.00 6 If you are performing a new installation, in the Choose Setup Language dialog box,
choose a language for the installation, and click OK. The Welcome screen appears.
If you are reinstalling, click Yes in the dialog box to reinstall the mid tier.
NOTE
If you do not have a compatible SDK or a supported web server installed, a warning message appears. Click OK to end the installation, and install the SDK and web server before installing the mid tier. You must install these items for the mid tier to work correctly.
7 Click Next.
The licensing screen appears.

8 Read the agreement, choose I Agree, and click Next.
The Select Features screen appears.

Figure 3-1: Select Features screen
9 Select the features you want to install:

! !
MidTierInstalls the mid tier. AR Crystal Web ApplicationInstalls the ARWebReportViewer application, an application used to enable users to view Crystal reports. This option is enabled only if you have BusinessObjects Enterprise XI installed on the system. If you want to run BusinessObjects Enterprise XI on a different machine than the mid tier, you must install ARWebReportViewer separately. For more information, see Installing ARWebReportViewer separately on page 50 and The ARWebReportViewer on page 171.
42
WindowsInstalling BMC Remedy Mid Tier and Tomcat 10 Click Next.
The Select Web Server screen appears.

Figure 3-2: Select Web Server screen
11 Select the web server that the mid tier will use, and click Next.
The Select JSP Engine screen appears.

Figure 3-3: Select JSP Engine screen
Chapter 3
43
BMC Remedy Action Request System 7.1.00 12 Select your JSP engine. JSP Engine JBOSS Instructions The JBOSS Deployment Directory screen appears.
Enter the JBOSS deployment directory and click OK. For example, enter:
C:\jboss-3.2.3\server\all\deploy
Tomcat
If you choose this option, the installer will install Tomcat before it installs the mid tier. Choose the option and then click Next. If your JSP engine does not appear in the list, select Other, and then click Next. The mid tier will not be configured for a JSP engine during installation. See your JSP-engine documentation to configure the engine after installation.
Other JSP engine
The Server Properties screen appears.

Figure 3-4: Server Properties screen
44
WindowsInstalling BMC Remedy Mid Tier and Tomcat 13 To select an AR System server that the mid tier will connect to, choose one of the
following options:
! !
Select an existing server from the list and click Next. To add a new server to the list, click Add to open the AR Server Properties dialog box.
Figure 3-5: AR Server Properties dialog box
Identify the servers by the host name, or the server name specified when the AR System server was installed. If you are not using a portmapper, specify the port numbers. Then, click OK.
!
To change existing port information for a listed server, click Modify in the AR Server Properties window. Then, click OK. To delete a server from the list, click Remove. Enter the Mid Tier Administrator password for that server. This password must match the password set in BMC Remedy Administrator. This password is required if you are running AR System 7.0 or later.
! !
TIP
Use the BMC Remedy Mid Tier Configuration Tool to add, remove, or modify servers after installation.
14 Click Next.
The Preferences Servers screen appears.
Chapter 3
45
Figure 3-6: Preferences Servers screen
15 Enter or select the specific types of servers that the mid tier will connect to.
!
If you have previously configured preference, home page, or data visualization module servers, enter the names of each server in the appropriate field. Servers entered here will appear in the Mid Tier Configuration Tool, and will be available to the mid tier. If you have not configured servers for these purposes, leave the fields blank. If you specify servers during the mid tier installation, you do not need to set up these server connections in the Mid Tier Configuration Tool after installation. If you do not specify these servers during the mid tier installation, you can use the Mid Tier Configuration Tool to do so after installation. To identify multiple preference servers, enter the server names separated by commas. For example, enter: server1,server2,server3.
If you enter an AR System server here, that server must also be entered in the Server Properties screen. If the local computer is not a preference, home page, or report server, remove the local computer name from the fields.
16 Click Next.
If you have Crystal Enterprise 10, Crystal Reports Server XI, or BusinessObjects Enterprise XI installed, go to step 17. If you do not have Crystal Reports installed, click Next and go to step 20.
17 Enter the Crystal Enterprise 10 Location, or enter the BusinessObjects Enterprise XI
(or Crystal Reports Server XI) Location (http://<server>:<port>) in the Crystal Reports Information screen, and click Next.
46
Figure 3-7: Crystal Reports Information screen
NOTE
If you will be using BusinessObjects Enterprise XI only, leave the Crystal Enterprise 10 Location empty, and enter the correct location in the BusinessObjects XI Location field. If you are using both versions, enter the correct location in each field, but the Crystal Enterprise 10 Location field will take precedence. If you selected the AR Crystal Web Application option at the beginning of the installation, the Crystal Management Server screen appears.
Figure 3-8: Crystal Management Server screen
18 Select the appropriate BusinessObjects Report version:

! !
Business Objects Enterprise XI (Managed) Crystal Reports Server XI (Unmanaged)
Chapter 3
47
If you selected the BusinessObjects Enterprise XI version, enter information for the following fields:
!
AR System ODBC Data Source NameName of the system DSN. If the field is blank, AR System ODBC Data Source (the default) is used. The ODBC driver is installed by BMC Remedy User, the mid tier, or ARWebReportViewer. CMS Folder NameName of the folder where the Crystal reports are published. CMS User Name and CMS PasswordThe user name and password of CMS. The mid tier uses this user information to log in to the CMS and publish the reports.
If you selected the Crystal Reports Server XI version, enter information for the following field: AR System ODBC Data Source NameName of the system DSN. If the field is blank, AR System ODBC Data Source (the default) is used. The ODBC driver is installed by BMC Remedy User, the mid tier, or ARWebReportViewer.
19 Click Next.
The Choose Destination Folder screen appears.

Figure 3-9: Choose Destination Folder screen
20 To accept the default installation directory on the Choose Destination Folder
screen, click Next.
If you want to select another directory:

a Complete one of the following steps:
!
Reinstallation: Click Browse, and from the Existing Folders list, select AR System mid tier. New installation or installation into another directory: Click Browse and select the new directory name.
b Click Next. 48 Installing and Administering BMC Remedy Mid Tier
Completing the installation
IMPORTANT
Install the mid tier into its own separate, top-level directory. For example, do not install the mid tier into the AR System directory. One mid tier can service multiple AR System servers. The Select Program Folder screen appears.
Figure 3-10: Select Program Folder screen
21 Select the program directory that will display the mid tier program icon.
The Summary screen appears.

22 Click Next, or click Back to review your choices and then click Next.
If you chose Tomcat as your JSP engine, the BMC Remedy Mid Tier Setup dialog box appears. Go to the next section. If you chose another JSP engine, the installer begins to install mid tier files. Go to Completing the installation on page 49.
Completing the installation

Skip this section if the installer has installed Tomcat (see Completing the installation on page 49). Follow the steps in this section to complete the installation.
" To complete the installation

1 In the BMC Remedy Mid Tier 7.1.00 screen that appears, select Yes to restart your
computer.
Choose No to restart your computer later.

2 Click Finish to complete the installation.
Chapter 3
49
Installing ARWebReportViewer separately

If you are using BusinessObjects Enterprise XI, you can install the ARWebReportViewer (a web application that enables users to view Crystal reports) with the mid tier. If you want to run the mid tier and Crystal reports on separate machines, complete the following steps.
" To install the mid tier and ARWebReportViewer on separate machines

1 On the first machine, run the mid tier installer as described in Installing the mid
tier on page 41, but select only MidTier on the Select Features screen, and complete the installation.
2 On the second machine (where the Crystal Management server is located), run the
mid tier installer, but select only AR Crystal Web Application on the Select Features screen, and complete the installation.
For the remainder of the installation, you will see most of the screens are the same as those outlined in Installing the mid tier on page 41.
50
Chapter
After the installation
After you install the mid tier, you can finish the process by changing the password. You might also need to change the port number or update permissions. The following topics are provided:
! !
Postinstallation tasks (page 52) Uninstalling the BMC Remedy mid tier and Tomcat (page 53)
Chapter 4
51
Postinstallation tasks
This section describes tasks you should complete after you install the mid tier:
! ! !
Verifying that the mid tier is working with Apache and Tomcat Disabling ServletExec after an upgrade Changing the mid tier configuration password on page 53
Verifying that the mid tier is working with Apache and Tomcat
" To verify that the mid tier is working with Apache and Tomcat
1 Verify that the mid tier is working with the Tomcat JSP engine by accessing the
following URL:
http://<your_web_server>: 8080/arsys/shared/config/config.jsp
The default password is arsystem.

2 Verify that the mid tier is working with the Apache web server and the Tomcat JSP
engine:
http://<your_web_server>:optional_port_number>/arsys/shared/config/config.jsp
Disabling ServletExec after an upgrade

If you are upgrading and you do not want to use the ServletExec application server, follow the instructions in this section to disable it (UNIX or Windows). If you do not plan to use the ServletExec application server, you can uninstall it.
NOTE
" To disable ServletExec after an upgrade on UNIX

1 Locate the httpd.conf file in the <apache_install_dir>/conf directory, and open the file
with a text editor.
2 Insert a # symbol at the beginning of the following lines to prevent them from
being processed:
#LoadModule servletexec_module libexec/mod_servletexec.so #ServletExecAdapterConfigFile "<servletexec_install_dir>/ServletExecAS/config/ webadapter.properties"
3 Save and close the file, then restart your web server.
" To disableServletExec after an upgrade on Windows

1 From Control Panel, click Administrative Tools. 2 Open the Internet Information Services (IIS) Manager.
52
Uninstalling the BMC Remedy mid tier and Tomcat 3 Find your local computer in the left navigation pane. 4 Click the Web Service Extensions folder for your local computer. 5 Right-click ServletExec in the list of Web Service Extensions, then choose Prohibit. 6 Right-click the Web Sites folder in the left navigation pane, then choose Properties. 7 On the ISAPI Filters tab, remove ServletExec from the list of filters. 8 Click OK, then close the IIS Manager. 9 Stop and restart the IIS.
Changing the mid tier configuration password

Consider changing the mid tier configuration password after you complete the installation.
" To change the mid tier configuration password

1 Start the Mid Tier Configuration Tool in a browser.
The URL is http://<web_server>:<port>/arsys/shared/config/config.jsp.

2 In the login screen, enter the default password (arsystem). 3 Click Change Password in the left panel. 4 Enter your new password.
Uninstalling the BMC Remedy mid tier and Tomcat

The procedures in this section explain how to uninstall the mid tier and the Tomcat JSP engine on UNIX and Windows.
Uninstalling the mid tier on UNIX

" To uninstall the mid tier on UNIX
1 Navigate to the mid tier installation directory:
cd /usr/ar/midtier
2 Remove all files in the directory:

rm -rf *
3 Navigate to the AR System base directory:

cd /usr/ar
Chapter 4
53
BMC Remedy Action Request System 7.1.00 4 Remove the mid tier directory:
rmdir /midtier
WARNING
Use the rm and rmdir commands with caution. You cannot retrieve objects that are removed with these commands.
Uninstalling Tomcat on UNIX

" To uninstall Tomcat on UNIX
1 Navigate to the Tomcat installation directory:
cd /usr/ar/apache-tomcat-<version>
2 Remove all files in the directory:

rm -rf *
3 Navigate to the AR System base directory:

cd /usr/ar
4 Remove the Tomcat directory:

rmdir apache-tomcat-<version>
WARNING
Use the rm and rmdir commands with caution. You cannot retrieve objects that are removed with these commands.
5 If you are using the Apache web server, remove the following lines from
<apache_install_dir>/conf/httpd.conf: LoadModule jk_module modules/mod_jk.so JkWorkersFile /usr/ar/apache-tomcat-<version>/conf/ arsysworker.properties JkLogFile /usr/apache_<version>/logs/mod_jk.log JkLogLevel info JkLogStampFormat "[%a %b %d %H:%M:%S %Y] " JkOptions +ForwardURIEscaped +ForwardURICompatUnparsed JkRequestLogFormat "%w %V %T" JkMount /arsys/* arsysWorker1
Uninstalling the mid tier on Windows

" To uninstall the mid tier on Windows
1 Stop the Apache Tomcat service. 2 Stop the web server. 3 Choose Start > Settings > Control Panel. 4 Double-click the Add/Remove Programs icon. 54 Installing and Administering BMC Remedy Mid Tier
Uninstalling the BMC Remedy mid tier and Tomcat
The Add/Remove Programs screen appears.

5 Select Action Request System Mid Tier from the list of applications. 6 Click Add/Remove.
The uninstallation screen appears.

7 Click OK to confirm your selection.
WARNING
Applications that do not use the registry might share files. Do not remove a file if you are not sure whether it is shared. These files can be deleted manually after the product is uninstalled.
If you choose not to remove all DLLs, some mid tier files will remain on the system. You can inspect the uninstall log file and remove files manually. Applications are not uninstalled by the mid tier uninstallation program.
NOTE
Uninstalling Tomcat on Windows

" To uninstall Tomcat and the Jakarta Isapi Redirector on Windows
1 Stop the Tomcat JSP engine. 2 Stop the web server. 3 Choose Start > Settings > Control Panel. 4 Double-click the Add/Remove Programs icon.
The Add/Remove Programs screen appears.

5 Select Apache Tomcat from the list of applications. 6 Click Add/Remove.
The uninstallation screen appears.

7 Click OK to confirm your selection. 8 Select Jakarta Isapi Redirector from the list of applications. (If this component does
not appear in the list, the uninstallation is complete.) The uninstallation screen appears.
9 Click Add/Remove. 10 Click OK to confirm your selection.
WARNING
Applications that do not use the registry might share files. Do not remove a file if you are not sure whether it is shared. These files can be deleted manually after the product is uninstalled.
Chapter 4
55
Installing the mid tier into a separate directory

If you install the mid tier in the same directory as other AR System components, you will see the following error message:
Error. The server encountered an unexpected condition which prevented it from fulfilling the request.
If you see this message, uninstall the mid tier and reinstall it into its own separate directory.
Troubleshooting Java SDK

If you have a valid Java SDK installed, but the mid tier installer warns you that the SDK is not found or is not valid, the registry information for Java SDK might be corrupt. To fix the problem, simply uninstall and reinstall the Java SDK. Then, run the mid tier installer again. Some web environments such as WebSphere, Sun One, or Oracle AS might install their own Java SDK which is not registered globally, thus mid tier installer might report that no Java SDK was found. If this is the case, you can ignore the error message and continue installing mid tier.
NOTE
LinuxChanging the group ID value

You might receive the following security-related error message when you install the mid tier on Linux with Apache:
chgrp: invalid group name '#-1' Error running the following command chgrp -R #-1 /usr/ar/mid-tier You will need to manually run this command after the installation has completed. See the install log /use/tmp/mt_install.log for details.
If you see this error, enter the correct web server group ID in the Group line of the httpd.conf file, located in the Apache installation directory. If you do not make this change, you will be unable to save changes you make to the Mid Tier Configuration Tool settings. Obtain the correct group ID from your web server administrator.
56
Chapter
Configuring the mid tier
To configure the BMC Remedy Mid Tier, you use the BMC Remedy Mid Tier Configuration Tool. The following topics are provided:
! ! ! ! ! ! ! ! ! ! ! ! ! !
Configuring the BMC Remedy Mid Tier through a firewall (page 58) Accessing the Mid Tier Configuration Tool (page 60) Overview of configuration settings (page 61) General settings (page 63) Server connection pool settings (page 68) AR Server settings (page 68) Cache settings (page 71) Report settings (page 79) Web service settings (page 83) Log settings (page 85) Change password (page 88) Browser settings (page 89) Configuring Flashboards data points (page 90) HTTP tracing in the mid tier (page 90)
Chapter 5
57
Configuring the BMC Remedy Mid Tier through a firewall

Figure 5-1 illustrates the typical connections required to connect web clients to an AR System server through the mid tier.
Figure 5-1: Transmitting through a firewall
AR System Server
Firewall
Firewall Web clien
UDP conduit
BMC Remedy mid-tier

TCP conduit
HTTP conduit port 80 to IP of mid-tier
IMPORTANT
The specifics of your firewall configuration vary from manufacturer to manufacturer. Ask the network and security professionals at your company for more information. Configuring the external firewall As shown in Figure 5-1, the web client connects to the mid tier server through a standard HTTP connection. If the web server (on the mid tier server) is configured on a certain portthe default for most web servers is 80then you would need to open that port for HTTP on this firewall. The web client request would then use this port in its requesting URL. For example, if you have your web server configured on port 8080, then you would use the following example URL request:
http://<webserver>:8080/arsys/home
The firewall would need port 8080 open for HTTP. No mid-tier-specific configurations are needed for this connection through the external firewall. Configuring the internal firewall The mid tier server connects to the AR System server using a TCP connection. If there is a firewall between the mid tier and the AR System server, you must allow traffic through the firewall on the TCP port on which AR System listens. To enable these connections through the firewall, the AR System server and the mid tier must be configured to communicate on the proper ports. To configure the mid tier to connect to the AR System server, perform the following steps:
58
Configuring the BMC Remedy Mid Tier through a firewall Step 1 Set the AR System server to use a specific TCP port in BMC Remedy
Administrator.
Because you are configuring the mid tier to use a specific port, registering the server with portmapper is optional.
Step 2 Ask your network administrator to open the port on which the AR System server
is listening on the internal firewall for TCP.
For more information about assigning a specific port number in the Server TCP/ IP Port box, see the Configuring guide.
Step 3 In the Mid Tier Configuration Tool, select AR Server Settings, and then set the
Port# field to the AR System configuration.
These settings allow the mid tier to connect to the AR System server using the port specified. For information about the Mid Tier Configuration Tool, see Accessing the Mid Tier Configuration Tool on page 60.
Chapter 5
59
Accessing the Mid Tier Configuration Tool

The Mid Tier Configuration Tool enables you to configure a variety of mid tier settings from a browser. For example, you can add or modify AR System server information; add, delete, or change the configuration password; update cache policy information; and specify user authentication for web services. You can access the Mid Tier Configuration Tool in one of three ways:
!
Open a browser and enter the following URL:

http://<host_name>:<port>/<contextpath>/shared/config/config.jsp
where:
<host_name>
is the name of the host machine for the mid tier.
<port> is an optional port number; it is required if the web server is not using the
default port (port 80).
<contextpath> is the path representing the location of the mid (arsys by default).
!
tier in the JSP engine
If the mid tier is installed on the local computer in the default directory, enter the following URL in your browser:
http://localhost/arsys/shared/config/config.jsp
For this the URL to work, localhost must be correctly entered in the hosts file.
!
On a Windows computer where the mid tier is installed on the local computer, choose Start > Programs > Action Request System > BMC Remedy Mid Tier > Configure ARSYSTEM on Localhost.
When the Login page appears, enter the login password, and click Login. If you have not changed the password yet, the default password is arsystem. After you log in, the Mid Tier Configuration Tool Overview page appears. It provides a read-only display of the current settings for your installation. Use the navigation pane at the left to select configuration tasks.
Using the Mid Tier Configuration Tool with a load balancer

If you are using the Mid Tier Configuration Tool with a load balancer, you must use the web servers real IP address, not a virtual IP address, to open the Mid Tier Configuration Tool. Explicitly configure each mid tier instance directly, not through the load balancers virtual IP. The Mid Tier Configuration Tool will not function as expected if you use a virtual server to open it. Each web server will have its own mid tier. You must configure each mid tier individually, and you must configure each mid tier identically.
60
Overview of configuration settings
Also, it is important to configure the load balancer for session affinitysometimes called the sticky setting on some load balancersso that all activity for one session is associated with the same web server. A persistent session allows login content to be maintained. Session migration between JSP engine instances is not supported.
MIME (Multipurpose Internet Mail Extensions) types

If you have an application that requires mapping to another application to view it, you can set MIME types in the servlet engine configuration, typically using the graphical user interface. You can also set MIME types manually by adding them to the web.xml file.
Overview of configuration settings

This section explains the configuration settings for the mid tier that you can specify and update using the Mid Tier Configuration Tool. To access the pages for these settings, click the appropriate links in the navigation pane. Step-by-step instructions for configuring these settings are also provided in Mid Tier Configuration Tool help. The Overview read-only page displays the following information about mid tier system settings.
Chapter 5
61
Figure 5-2: Mid Tier Configuration ToolOverview page
Table 5-1: Mid tier settings in Configuration Tool Setting Mid tier system information Mid Tier Version Installation Directory Web Server Information The version of the mid tier that is installed The directory path being used for your mid tier installation. The product name of the web server being used with this installation of AR System (for example, Microsoft IIS) and the product name of the Java servlet engine being used with this installation of AR System.
Note: In some web configurations, only the
Value
servlet engine details are shown.
Operating System Name
The operating system used on your computer (for example, Solaris 10 or Windows 2003 Server). The version of the Java Software Development Kit (SDK) that is i.nstalled on your computer (for example, 1.5.0). The AR System servers currently used with the mid tier.
Java Version
Current configuration settings AR Servers
62
General settings
Setting Preference Servers
Value The servers currently designated as preference servers. You can add or delete servers from the General Settings page. For more information about preference servers, see the Getting Started guide. The AR System server that contains the data visualization module. The AR System server for the mid tier on which the home page resides. The directory path in which session-related information, such as logs and temporary files, is stored. The interval (in seconds) at which information in the cache is updated. The default value is 3600 seconds. You can change this value on the Cache Settings page.
Data Visualization Servers Homepage Server Log Directory
Definition Change Check Interval (seconds)
Session Timeout (minutes)
The number of minutes after which a session expires. When the system has exceeded this amount without any activity, the user must log in again. The default value is 90 minutes You can change this value on the General Settings page.
General settings
Click the General Settings link in the navigation pane to access the General Settings page. Use this page to update configuration settings, such as session timeout intervals, preference servers, Home page server, and reporting information. A bold label with an asterisk indicates a required field.
Chapter 5
63
Figure 5-3: Mid Tier Configuration ToolGeneral Settings page
Table 5-2: Configuration Tool general settings Setting Session Timeout (Minutes) Description The number of minutes after which the current session will expire. When the system has exceeded this amount without any activity, you must log in again. If you are entering data in a form, that data might be lost if the session times out before you submit the data. To prevent possible data loss after a timeout, open a new instance of the browser window with the same login, and copy and paste the data to a new form. If users are experiencing frequent timeouts, increase the session timeout. The default value is 90 minutes; there is no upper or lower limit. The entry in the Session Timeout in Minutes field of the AR System User Preferences form (Advanced tab in the web view, Web tab in the standard view) will override this setting for a specific user. Preference Servers The name of the AR System server designated as a preference server. You can specify more than one server if you need multiple preference servers to support different departments or business units. If you enter more than one preference server, the system searches the list until it finds the first preference server that matches the user name and uses that server as the preference server. To add or update preference servers, enter the name of each server you want to designate as a preference server. If you are adding more than one server, separate each name with a comma (for example, mars,jupiter,saturn). A fully qualified server name is not valid in this field.
Note: All servers designed as preference servers must be included in the
AR System Server list on the AR Server Settings page. For more information, see AR Server settings on page 68.
64
General settings
Setting Data Visualization Module Servers
Description The name of the AR System server designated as a data visualization module server. You can specify more than one server if you need to copy the modules to another server to serve as a backup in case the first module server goes down. To add or update module servers, enter the name of each server you want to designate as a module server. If you are adding more than one server, separate each name with a comma (for example, mars, jupiter, saturn). A fully qualified server name is not valid in this field.
Note: All servers designed as module servers must be included in the
AR System Server list on the AR Server Settings page.
For information about data visualization fields, see the Integrating with Plug-ins and Third-Party Products guide. Homepage Server Select the server that contains the home page you want to open in the browser when the user logs in. The home page URL:
http://<mid_tier_server>/<context_path>/home
The home page server must already be added to the list of mid tier servers on the AR Server Settings page. For information about how to add a server, see AR Server settings on page 68. The mid tier searches this server for the designated or default home page. This server is used globally if you have not selected a home page server in the AR System User Preference form. A home page server specified in the AR System User Preferences form takes precedence over the server set here. The form used for the home page has the following precedence on a specific server:
1 A form designated in the AR System User Preference form. 2 A default home page designated in BMC Remedy Administrator. 3 The default home page installed with AR System.
For more information about specifying a server and a home page, see the Form and Application Objects guide. Authentication Server Select the server that the mid tier uses to authenticate the user. If an authentication server is specified, the mid tier authenticates with the specified server only. The server specified here must already be added to the list of mid tier servers on the AR Server Settings page. For more information, see AR Server settings on page 68. If an authentication server is not specified, the user can perform the following actions:
1 Log in with the preference server, if one is specified. 2 If there is no preference server, the user can log in to the first server
listed in the AR Server list. 3 If that login is not successful, log in to the next server on the list. (A guest login is considered a successful login.)
Chapter 5
65
Setting Prefer standard/windows views
Description One of the settings evaluated when the system is progressing through the view selection algorithm; it indicates whether you want a standard view or a web view to be the default for the view type selection. If the check box is:
!
SelectedIf no view is specified, the browser displays the standard view of the form. Cleared (default)If no view is specified, the browser displays the web view of the form, if one is available. If no web view is available, the standard view is displayed.
See How a view is selected on page 131 and the Form and Application Objects guide for more information about how a view is selected for the user. Enable Object List Indicates whether you want to enable the AR System Mid Tier Object List that displays all the forms and applications that can be accessed by the mid tier. The Object List is displayed automatically when the system cannot determine the specific form to load because an incomplete URL is entered into the browser or an application does not define a primary form. To enable the AR System Mid Tier Object List, you must:
1 Add your Home page server to the list of mid tier servers on the AR
Server Settings page of the Mid Tier Configuration Tool.
2 Set the Home page server on the General Settings page of the Mid Tier
Configuration Tool. 3 Import the definition files to your Home page server. 4 Select the Enable Object List check box on the General Settings page of the Mid Tier Configuration Tool. Importing the definition files
Import the definition files into your Home page server. Definition files of different locales are installed with the mid tier; the default installation is:
C:\\Program Files\AR System\MidTier\samples\ARSystemMidTierObjectList*.def
Import the ARSystemMidTierObjectList.def file to your Home page server by using Tools > Import Definitions > From Definition File in BMC Remedy Administrator. This will provide the default view and the related workflow in English. If you require only the English view of the form, you need to import only this file. For a localized view, you must import the appropriate localized .def file in addition to using Tools > Import Definitions > From View Definition File in BMC Remedy Administrator. Browse to the samples directory, and select the .def file for the locale you require. The naming convention is as follows:
!
and Spanish views.

! ! !
ARSystemMidTierObjectList_fgis.defContains French, German, Italian ARSystemMidTierObjectList_ja.defContains the Japanese view. ARSystemMidTierObjectList_ko.defContains the Korean view. ARSystemMidTierObjectList_zh_CN.defContains the Simplified Chinese
view.
66
General settings
Setting
Description Enabling the AR System Mid Tier Object List Enable the AR System Mid Tier Object List on the General Settings page of the Mid Tier Configuration Tool. If the check box is:
! !
SelectedThe AR System Mid Tier Object List is enabled. Cleared (default)The AR System Mid Tier Object List is not enabled and is not displayed when the system cannot determine which form to load.
Once it is imported and enabled, you can open the AR System Object List using any one of the following URLs:
http://<mid_tier_server>/arsys/forms http://<mid_tier_server>/arsys/forms/<server_name> http://<mid_tier_server>/arsys/apps http://<mid_tier_server>/arsys/apps/<server_name> http://<mid_tier_server>/arsys/apps/<server_name>/<application_name>
Opening forms and applications with the AR System Object List ! To open a form, select it and click the appropriate buttons to open in New or Search mode. ! To open an application, select the application and click the Open button. Searching ! To search for an application by name, enter the name of the application in the Application field and click Find. This field is case sensitive. ! To search for an application or form by keyword, enter a word or a phrase from the name in the Search field and click Find. The search is conducted only on the Name column. Use the following criteria: ! The name of a form or any sequence of letters contained in the form or application name. For example, if the form name is Purchase Requisition and you enter requ, the form is found. ! Multiple, non-sequential words or search operators are not valid as keywords. Choosing how forms and applications are displayed All the forms and applications on all servers configured by the mid tier are listed in the table by default. To restrict the list to a specific server, enter the server name in the Server field, and click Find. You can arrange the list of forms and applications by Name, Server, or Type by clicking on the appropriate column heading. The Show Hidden check box displays hidden objects and is available only to administrators.
Chapter 5
67
Server connection pool settings

The server connection pool represents a list of servers that share available connections. A number of connections can be reserved for a server, thus constituting a pool for that server. When a connection is requested for a server, the system searches for a free connection in the servers pool and if one is available, it is used for the request. When the request is completed, the connection is returned to the pool. If there is no available connection in the servers pool, a new connection is allocated, subject to the constraints set here. When the request is completed, the connection is added to the servers pool.
Table 5-3: Server connection pool settings Setting Maximum connections per server Description Enter a value to set a limit for the total number of connections for any server. If the number of connections for the requested server does not exceed the value entered here, a connection is allocated to that server. The default is 80 connections per server.
You must restart the mid tier for changes to the server connection pool setting to take effect.
AR Server settings
From the AR Server Settings page, you can add, delete, or modify information about servers used by the mid tier. A bold label with an asterisk indicates a required field. The fields on this page are read-only except for the Delete/Edit field.
68
AR Server settings
Figure 5-4: Mid Tier Configuration ToolAR Server Settings page
Table 5-4: AR Server settings Setting Delete/Edit Description Click in the check box to select a server. To select all servers in the list, click Select All; to clear all selections in the list, click Clear All. Server Name The name of the AR System server being used by the mid tier. The name must be that of a server recognized by AR System, and each server can have only one name. The specified password for an AR System account with administrator privileges. This password is set in BMC Remedy Administrator. If a password has been entered for a server, asterisks appear in this column instead of the actual password characters. Enter a password only if you have set the Mid Tier Administration Password under the Connection Settings tab in the AR System Administration: Server Information form. Version 7.0 or later AR System servers require a password. Port# The port number you previously configured to access the AR System server. If you have not configured a port number, this field is blank. The Remote Procedure Call (RPC) protocol number that the server will use. This number can be used for connecting to a private server. If you have not configured an RPC number, this field is blank.
Admin Password
RPC#
Chapter 5
69
" To add a new server

1 Log in to the Mid Tier Configuration Tool. 2 Select AR Server Settings in the navigation pane. 3 Click Add Server.
The Add New Server page is displayed.

Figure 5-5: Add New Server page
4 Enter the Server Name (required).
If you want to use the subset reserved field (ID 1576) in your workflow and use fully qualified domain names with relative host names, you must add all the variations of server names in the Server Name field, and the IP address, if this is used. For example:
myserver myserver.bmc.com myserver.labs.bmc.com 1.160.11.240
For more information about reserved fields and their use, see the Form and Application Objects guide.
5 Enter an Admin Password, Port#, and RPC# for the new server. 6 Click Add Server.
After you add a server, the AR Server Settings page is redisplayed with the new server listed.
" To edit server properties

1 Log in to the Mid Tier Configuration Tool. 2 Select AR Server Settings in the navigation pane. 3 In the Delete/Edit column of the AR Server Settings page, select the check box next
to the server whose properties you want to edit.
70
Cache settings
NOTE
You cannot edit the server name. If you need to change the name of a server, you must delete the server and add it again with the new name. Although the interface appears to allow it, you cannot edit multiple servers at the same time.
4 Click Edit.
The Edit AR Server page is displayed.

Figure 5-6: Edit AR Server page
5 In the Admin Password, Port#, or RPC# fields, make the appropriate changes. 6 Click Save AR Server to save the updates, or click Cancel to discard the updates
and return to the AR Server Settings page.
" To delete one or more servers

1 Log in to the Mid Tier Configuration Tool. 2 Select AR Server Settings in the navigation pane. 3 In the Delete/Edit column of the AR Server Settings page, select the check boxes
next to the servers you want to delete.
To select all servers, click the Select All link.

4 Click Delete. The selected servers are deleted.
NOTE
If a server you have selected for deletion is being used as a preference server or a Home Page server, you must delete it from the General Settings page before you can delete it from this list. For more information, see General settings on page 63.
Cache settings
Click the Cache Settings link in the left navigation pane to open the Cache Settings page.
Chapter 5
71
Figure 5-7: Mid Tier Configuration ToolCache Settings page
Table 5-5: Cache settings Setting Definition change check interval (seconds) Description The interval (in seconds) at which cache information will be automatically updated. The default value is 3600 seconds. To change the interval, enter the new number of seconds in this field; the value must be greater than 0. If you do not want the cache to be updated, clear the Perform check box. Perform check Indicates whether you want the cache to be updated automatically. You can still update the cache manually by clicking the Flush cache button. If the check box is:
!
SelectedThe cache will be updated automatically at the interval you specify in the Definition change check interval field. ClearedThe cache will not be updated automatically. If the system is in the process of flushing the cache when you clear the check box, the current cache flush will continue until that session is completed.
72
Cache settings
Setting Update Flashboard Definition Interval (Seconds)
Description The interval (in seconds) at which the server updates the Flashboards cache information. Set this value to 0 to disable caching. The default value is 0. For more information about Flashboards, see the Administering Flashboards guide.
Resource Check Interval (seconds)
The time limit (in seconds) for which resources (such as images, .css files, and JavaScript files) can be used. The default is 300 seconds. If a user closes a form and opens it again within the specified expiry time, the image is cached and is not downloaded again. This helps increase the mid tiers performance.
Enable Cache Persistence
Specifies whether forms cached in memory are written to files for faster retrieval. If the check box is
!
SelectedForms cached in memory are written to files, which enables them to be retrieved faster. ClearedForms cached in memory are not written to files. Forms will take longer to retrieve.
For more information, see Persistent Cache option. Flush Cache Click Flush cache to update the objects already in the cache with the latest versions on the AR System server. A text area where you can update the contents of the prefetchConfig.xml file. You can also edit a copy of this file directly. It can be found in the webinf/classes subdirectory. For more information, see Editing the PrefetchConfig.xml file on page 77.
Prefetch Configuration
Save your changes, or click Restore Defaults before you save to restore the previous settings.
Chapter 5
73
Persistent Cache option

In AR System 7.1, forms currently cached in memory can now be serialized (written to) to one or more files, which enables the forms to be retrieved faster.
Background
When a user opens an AR System on a server for the first time, the mid tier must download the form and its workflow objects. It must then construct a Java object from these items. This object is used to generate the Dynamic HTML needed to display the form in a browser. The initial construction of this Java object is timeconsuming, but once it is built, the mid tier caches it in memory and accesses it for all users who open the same form from that point on.
Serializing Java objects to a file

In AR System 7.1.00, the mid tier can serialize the constructed Java objects that represent AR System forms present in memory and write them to a file when the form is loaded. The mid tier detects the file, reads it, and reconstructs the Java objects serialized in it. This prevents the system from having to repeat the timeconsuming construction process. Administrators can activate serialization from the cache page of the Configuration Tool by checking the Enable Cache Persistence option.
NOTE
If the application server hosting the mid tier shuts down unexpectedly, the mid tier reloads all forms specified in the prefetch configuration from the AR System server when the application server is restarted.
Tomcat configuration settings

Because the time required to serialize forms can vary depending on their size and complexity, you might need to increase the Tomcat shutdown time and thread stack sizes to enable the efficient serialization of your forms. For example, if you are using the version of Tomcat that was bundled with your Windows AR System installation, the service might fail to restart if the timeout setting is too low and you have cached many forms. Perform the following steps to increase the timeout for shutdown, and the thread stack sizes, in Tomcat.
NOTE
You must use the Tomcat configuration tool to configure these settings and restart Tomcat. You do not need to adjust the shutdown time when running Tomcat from the command line.
74
Cache settings
" To increase the shutdown timeout in the Tomcat configuration tool

1 Choose Start > All Programs > Apache Tomcat > Configure Tomcat. 2 Click the Shutdown tab. 3 In the Timeout field, enter a value that is appropriate for the number of forms you
have cached. The more forms you have cached, the larger this number should be. A value of 60 seconds is recommended. Use a higher value if you will be caching a large number of forms.
4 Click the General tab. 5 Click Start. 6 Click OK.
" To increase the JVM memory allocation and thread stack size in the Tomcat
configuration tool
1 Choose Start > All Programs > Apache Tomcat > Configure Tomcat. 2 Click the Java tab. 3 Enter the following recommended values:
! ! !
Initial memory pool512 MB Maximum memory pool1024 MB Thread stack size3000 KB
4 Click the General tab. 5 Click Start. 6 Click OK.
" To increase the JVM memory allocation and thread stack size for Tomcat
from the command line
1 Open the file catalina.bat (<tomcat_install_directory>/bin/catalina.bat). 2 Add the following line:
set JAVA OPTS=%JAVA_OPTS_Xms512m-Xmx1024m-Xss3m
where:
! Xms ! Xmx ! Xss
is the initial (start) memory pool is the maximum memory pool is the thread stack size
Chapter 5
75
How the prefetch process retrieves forms after Tomcat is started or restarted
When Tomcat is started or restarted, the system retrieves specified forms as follows: The prefetch process retrieves an entry for a form from the prefetchConfig.xml file, and checks the timestamp on the AR System server.
!
If the timestamp indicated on the AR System server is identical (that is, if the form has not been changed on the server), the prefetch process requests the specified form from the cache manager. If the timestamp indicated on the AR System server is newer, the prefetch process retrieves all forms specified in the prefetchConfig.xml file from the AR System server.
Open source cache manager and new settings in config.properties file

The current in-house cache manager has been replaced with a new open-source cache manager, ehcache. The following new properties have been added to the config.properties file to enable advanced administrators to customize the cache behavior.
! arsystem.resource_expiry_intervalSets
the cache expiry time (in seconds) after which the browser checks the mid tier for updated resources such as images and JavaScript files. The default value is 3600. the maximum number of objects that will be maintained in the memory cache. If set to 0, the number of objects is unlimited. The default value is 2147483647.
! arsystem.ehcache.maxElementsInMemorySets
! arsystem.ehcache.eternalSets
whether elements are eternal. If eternal, timeouts are ignored and the element is never expired. The default value is true.
! arsystem.ehcache.timeToIdleSecondsSets
the maximum amount of time between accesses before an element expires. This setting is used only if the element is not eternal (arsystem.ehcache.eternal=false). A value of 0 means that an element can idle for infinity. The default value is 0. the maximum time between creation time and when an element expires. This setting is used only if the element is not eternal (arsystem.ehcache.eternal=false). A value of 0 means that an element can live for infinity. The default value is 0. whether elements can overflow to disk when the memory store has reached the maxInMemory limit. The default value is false. If the Enable Cache Persistence option is checked in the Configuration Tool, the value is set to true.
! arsystem.ehcache.timeToLiveSecondsSets
! arsystem.ehcache.overflowToDiskSpecifies
! arsystem.ehcache.maxElementsOnDiskSets the maximum number of objects that will
be maintained in the DiskStore. The default value is zero (unlimited).
76
Cache settings
! arsystem.ehcache.diskPersistentSets
whether the disk store persists to disk between restarts of the Java Virtual Machine. The default value is false. If the Enable Cache Persistence option is checked in the Configuration Tool, the value is set to true.
! arsystem.ehcache.diskExpiryThreadIntervalSecondsSets ! arsystem.ehcache.memoryStoreEvictionPolicySets
the number of seconds between runs of the disk expiry thread. The default value is 600.
the memory policy. The policy would be enforced upon reaching the maxElementsInMemory limit. The default policy is Least Recently Used (LRU). Other policies include First In First Out (FIFO) and Less Frequently Used (LFU).
Prefetching specified forms

Administrators can select forms to be preloaded into the systems memory (prefetched) so that forms can be loaded faster when they are opened in a browser. This capability is especially useful for larger forms that otherwise might take several seconds to load. Forms can be selected for prefetching either
! !
from the BMC Remedy Mid Tier Configuration Tool, or by editing the prefetchConfig.xml file, available in the web-inf/classes directory.
Using the BMC Remedy Mid Tier Configuration Tool

The Configuration Tool provides a convenient method for specifying forms to be prefetched. The Cache Settings page includes a text box that shows the content of the prefetchConfig.xml file. By default, this content is commented out. By removing the comment tags, the administrator can edit the content, using the appropriate XML tags to enter the users, servers, locales, and forms to which prefetching should apply. Multiple users or forms can be specified. Each form is prefetched according to the specified users permissions for that form and its fields. For example, if the administrator selects a form that has 75 fields, and specifies a user who has permission to view only 20 fields on that form, the prefetch process can fetch and cache the form with only the 20 fields for which the use has access.
Editing the PrefetchConfig.xml file

The administrator can also edit the prefetchConfig.xml file directly. This file is available in the web-inf/classes subdirectory. By default, the file has all content commented out. By removing the comment tags, the administrator can edit the files content, or view the file in XML format from an Internet Explorer browser, as shown. You can edit the file using any text editor. Any changes made to the file will also appear in the Prefetch text box the next time the Configuration Tool is opened.
Chapter 5
77
Example: Settings in prefetchConfig.xml file

In the following example, the prefetchConfig.xml file instructs the mid tier to prefetch forms Home Page, Sample:Cities, and Sample:Enrollments from the server jiwu-w2k3 with the user Demo.
<?xml version="1.0" encoding="UTF-8"?> <midtier-prefetch-config xmlns="http://www.bmc.com/remedy/midtier/700"> <prefetch-user> <user-name>Demo</user-name> <locale>en_US</locale> <prefetch-server> <server-name>jiwu-w2k3</server-name> <prefetch-form> <form-name>Home Page</form-name> </prefetch-form> <prefetch-form> <form-name>Sample:Cities</form-name> </prefetch-form> <prefetch-form> <form-name>Sample:Enrollments</form-name> </prefetch-form> </prefetch-server> </prefetch-user> </midtier-prefetch-config>
You can also click the XSD file link on the Cache page to display a copy of the XSD file, which shows the syntax used for the prefetch information.
Additional notes
Administrators should keep the following conditions in mind when working with the prefetchConfig.xml file either directly or in the Configuration Tool:
!
The prefetchConfig.xml file must be specified as UTF-8. When editing the file, do not alter the UTF-8 information. Do not change the name of the prefetchConfig.xml file. If you flush the cache in the Configuration Tool, any prefetched forms you specified beforehand are flushed from the memory cache. The prefetch process is performed again for these forms the next time the web server is restarted. If you specified an invalid form name (for example, if a form name is misspelled or a form does not exist on the specified server), that form will not be prefetched. The mid tier log notes the names of forms that were not prefetched.
! !
Cache table
The cache table (below the prefetch configuration text box) shows information about different cached objects and how they change. It displays the following items:
! !
Object nameThe type of object in the cache. Object countThe number of objects in the cache.
78
Report settings
! ! !
Hit countThe number of times an object is found in the cache. Miss countThe number of times an object is not found in the cache. Last flushThe time that particular type of object was last flushed from the cache and the reason for the flush.
This table is useful for monitoring your applications performance. If objects are being flushed due to server definition changes, this will cause serious performance degradation.
Report settings
The Report Settings page enables you to specify folder locations so that users can run Crystal reports.
Figure 5-8: Mid Tier Configuration ToolReport Settings page
Table 5-6: Report settings Setting Crystal/BO Report Engine Deployment Description Specify how you are deploying your report engine. The options are:
!
! !
No Report Engine (You are using AR System reports only.) Crystal Enterprise 10 BOXI/Crystal Report Server 11 on a different machine without a mid tier BOXI/Crystal Report Server 11 on a different machine with a mid tier
Reporting Working Directory
The default directory in which reports will be stored. Enter the complete (absolute) path for this directory, for example:
C:\Program Files\AR System\Mid-Tier\reports
Chapter 5
79
Setting
Description
Crystal Enterprise 10 Location Enter the appropriate information as discussed in the following bullets. Leave this field empty if you are not using Crystal Enterprise 10.
!
For IIS web servers serving Crystal Web, specify the <host_name> of the web server machine.
http://<host_name>
If you need to specify a port number other than the default, you must include it in the string as follows:
http://<host_name>:<port_number>
!
For Sun One 6.1 or Apache web servers serving Crystal Web, specify the CGI path to the Crystal Web component server as:
http://<host_name>/cgi-bin/wcscgi.exe
where <host_name> is the name of the web server machine. If you need to specify a port number other than the default, you must include it in the string as follows:
http://<host_name>:port/cgi-bin/wcscgi.exe
BOXI/Crystal Reports Server 11 Location
Enter the path to BusinessObjects Enterprise XI or Crystal Reports Server XI. Leave this field empty if you are not using either of these versions. Specify the <host_name> of the web server machine.
http://<host_name>
To view reports on BusinessObjects Enterprise XI, the mid tier uses a web application called ARWebReportViewer. This application can be installed with the mid tier on the same machine as the Crystal Management Server is located, or it can be installed separately from the mid tier. If ARWebReportViewer is installed on the same machine as the mid tier, then you will see the following Report Settings page in the Mid Tier Configuration Tool.
80
Report settings
Figure 5-9: Mid Tier Configuration ToolReport Settings page (for combined scenarios)
Table 5-7: Report settings for combined scenarios Setting Description
Crystal/BO Report Engine Specify how you are deploying your report engine. The Deployment options are:
! ! !
No Report Engine (You are using AR System reports only.) Crystal Enterprise 10 BOXI/Crystal Report Server 11 on a different machine without a mid tier BOXI/Crystal Report Server 11 on a different machine with a mid tier
Reporting Working Directory
Specify a directory where the Crystal Reports Management server will look for report definition files. If this is not under the web servers root document directory, you must configure your web server with a virtual directory to point to this directory. For more information, see Configuring web server settings for Crystal reports on page 172.
Chapter 5
81
Setting Crystal Enterprise 10 Location
Description Enter the appropriate information as discussed in the following bullets. Leave this field empty if you are not using Crystal Enterprise 10.
!
For IIS web servers serving Crystal Web, specify the <host_name> of the web server machine.
http://<host_name>
!
BOXI/Crystal Reports Server 11 Location
Enter the path to BusinessObjects Enterprise XI or Crystal Reports Server XI. Leave this field empty if you are not using either of these versions. Specify the <host_name> of the web server machine.
http://<host_name>
82
Web service settings
Setting CMS Machine Name BusinessObjects Report Version
Description Host name of the machine where the local Crystal Reports Management server resides. Do not include the port number. Select the report version you are using:
! !
BusinessObjects Enterprise XI (Managed) Crystal Reports Server XI (Unmanaged)
If you selected the BusinessObjects Enterprise XI version, enter information for the following fields:
!
If you selected the Crystal Reports Server XI version, enter information for the following field:
!
AR System ODBC Data Source NameName of the system DSN. If the field is blank, AR System ODBC Data Source (the default) is used. The ODBC driver is installed by BMC Remedy User, the mid tier, or ARWebReportViewer.
Web service settings

The Web Service Settings page provides text fields in which to enter a user name and password for authentication when accessing web services. For published web services used by AR System, user information such as user name, password, and domain name are passed to the service through Simple Object Access Protocol (SOAP) headers. If a user name and password cannot be found in the SOAP headers, the name and password specified in these fields are used to connect to the server where the needed web service resides. There is no default value for these fields.
Chapter 5
83
Figure 5-10: Mid Tier Configuration ToolWeb Service Settings page
Table 5-8: Web service settings Setting Anonymous User Name Anonymous Password Description Enter a name to use with web services. Enter the password for the Anonymous user. If the AR System server allows guests, you do not need to provide an Anonymous User Name or Password.
Click Save Changes to accept the user name and password, or click Reset Defaults before you save to restore the previous settings. For more information about web services and the Anonymous User Name, see the Integrating with Plug-ins and Third-Party Products guide.
84
Log settings
Log settings
You can use the Log Settings page to update logging configuration settings. A bold label with an asterisk indicates a required field.
Figure 5-11: Mid Tier Configuration ToolLog Settings page (top portion)
Figure 5-12: Log Settings page (bottom portion)
Chapter 5
85
Logging
Table 5-9: Log settings Setting Log Categories Description The type of information to be stored in the log file. To specify a category, select the check box next to the information to be stored.
! !
! ! !
! !
ReportingMessages related to reporting. CacheMessages related to definitions, such as forms and active links in the cache. Session ManagementMessages related to user session construction and expiration, such as login, logout or timeout. ConfigurationMessages related to the config.properties file, such as when it is loaded and changed. FlashboardsMessages related to Flashboards. Web ServicesMessages related to web services. WorkflowMessages related to compilation of workflow (primarily active link actions), such as invalid active links. PerformanceMessages related to performance, including duration of operations. Qualifications and Expressions Messages related to parsing and compilation of expressions, for example, in active links. ServletMessages related to servlet handling of http requests, primarily for reporting results of back-channel requests. InternalInternal logging messages. ARServer (API/Filter/Database)Messages related to APIs, filters, and databases. Data Visualization ModuleMessages related to the data visualization module.
Categories selected by default are Reporting, Cache, Session Management, Performance, and Servlet. Filter Log by User Name The statements relating to the user who is logged in with this user name only are recorded. After you enter the user name and save changes, a new log file is started. For log messages displayed on the screen, the filter will only be applied to new entries. Older entries that existed before the user name was changed will still be displayed on screen, up to the limit set in the View Logs setting. If the field is left blank, all logs related to the current session are stored, regardless of who is logged in. You can enter only enter one name in this field.
86
Log settings
Setting Log Directory
Description The directory in which log files are stored, for example,
C:\Program Files\AR System\Mid-Tier\logs.
To change the log directory, enter the absolute (complete) path for the new directory. You cannot change the log file name. Maximum Log File Size (kb) The maximum size (in kilobytes) a file reaches before a backup copy is automatically made. The default size is 1024 KB. When the log file reaches this limit, a backup copy is made with the same file name (the default is armidtier.log) and an incremental number (for example, armidtier<n>.log). Maximum Number of Log Files The maximum number of backup files that the system will generate when the log file size exceeds the limit specified in the Maximum Log File Size. The default is 10 backups. Log Level The level of detail for logging information. The options are:
!
FineProvides the highest level of detail, including the clients IP address. InfoProvides less detail than Fine, but still includes the clients IP address. WarningProvides a moderate level of detail. Warnings plus those errors included in the Severe level are logged. SevereProvides the lowest level of detail; only server start time and error messages are logged.
The default value is Warning. Log Viewer The method by which you want to view log files. The options are:
!
ConsoleThe log entries will be directed to the stderr (System.err) of your servlet engine. FileData is saved to a file in the specified log directory.
The default value is File. Log Format The log output is generated using the standard Java 1.5 logging API, including Simple and XML formatting. The options are:
!
Simple TextA basic text file for faster performance. It does not include stack trace information except in the case of Severe log messages. Detailed TextA text file containing details such as Java class names and methods. XMLA file in XML format.
The default value is Simple Text.
Chapter 5
87
Mid-Tier Profiler
You can turn on the Mid-Tier Profiling feature to gather performance information.
Table 5-10: Mid Tier Profiling Setting Mid-Tier Profiling Description A tool for profiling the client side (JavaScript) code on the mid tier. The profiler will show how much time was spent on a particular method (such as a table refresh). Changing this value requires that you restart the mid tier server. When the profiler is turned on, Show Profile and Clear Profile buttons appear in the mid tier toolbar (if enabled) when forms are viewed in the browser. If you click Show Profile, a new window displays all the profiled data up to that point. If you click Clear Profile, all profiled data is cleared from memory. The Mid-Tier Profiling option is normally used during development of an application because when you turn on the profiler, all users will have access to the profile.
View logs
You can view the log files that record the activity of the mid tier. If you have no log files generated, it might be because the Log Viewer setting is set to Console. Change this setting to Files to generate mid tier log files.
Table 5-11: Log file view settings Setting Display Last View Log File Description The number of lines you want to view from the most recent entries in the log. The default is 25. Click to view the log file.
Change password
You can change the password used to access the Mid Tier Configuration Tool. A bold label with an asterisk indicates a required field.
88
Browser settings
Figure 5-13: Mid Tier Configuration ToolChange Password page
Table 5-12: Change Password settings Setting Old Password New Password Description The current configuration password. The new configuration password. The password must contain more than 5 and less than 20 characters; do not include double-byte characters. As you type, asterisks are displayed instead of the actual password characters. The new configuration password. Re-enter the new configuration password exactly as you entered it in the New Password field.
Confirm New Password
Click Change Password to accept the new configuration password, or click Clear to keep your original password. To verify that the new configuration password is in effect, log out of the Mid Tier Configuration Tool and log in again.
Browser settings
For the mid tier to work properly, the browser settings for the XMLHTTP protocol between the browsers and mid tier must be set correctly. Typically, if you simply use all the default scripting settings in MS IE and Mozilla, you should not see any problems with the mid tier. See Browser settings for scripting and ActiveX controls on page 114 for more information. For the mid tier to open windows properly, users must configure their browser or pop-up window-blocking software to allow pop-up windows originating from the web servers address.
Chapter 5
89
NOTE
If your browser has a popup blocker enabled, you will be prompted to disable it when you log in to the mid tier. If you do not disable the popup blocker, the mid tier will fail to open a new window or a new dialog box, including expand boxes and currency dialog boxes.
Configuring Flashboards data points

If the number of data points plotted on a flashboard exceeds the configurable limit of 3000 set by Microsoft, you will see the error message: Cannot display a graph that contains more than {0} data points. To increase this limit, add the following to the config.properties file:
flashboards.maxDataPoints=<number_of_points>
For example:
flashboards.maxDataPoints=4000
The config.properties file is installed in the following directory:

<mid_tier_installation_dir>\Mid-Tier\WEB-INF\classes\config.properties
The default value of <mid_tier_installation_dir> is C:\\Program Files\AR System.
HTTP tracing in the mid tier

HTTP TRACE is a request method that returns HTTP header information, which you can use to debug code. By default, the HTTP TRACE function is disabled on the mid tier. To enable the function, add the following line to the config.properties file:
arsystem.enableHttpTrace=true
WARNING
The mid tier has no control over the host application server. If the host server is not configured to have HTTP TRACE disabled, then the information that the host discloses still exists.
90
Chapter
Setting user preferences
You can set user and administrator preferences both locally and on the server (centralized). The following topics are provided:
! ! !
User preferences for web clients (page 92) Setting centralized preferences on web clients (page 92) Logging tab (page 97)
Chapter 6
91
User preferences for web clients

Users can set individual preferences for the behavior and display characteristics of each client. These preferences can be stored locally (on the client machine) or centrally (on a designated preference server). Users who log in to BMC Remedy User can choose to use local or centralized preferences. Centralized preferences help users who want to have the same settings and customizations available when they use multiple machines. Local preferences are used when no preference server is designated or available. Regardless of whether centralized or local preferences are used, multiple users can use the same client machine with individual preferences and customizations. For more information about user preferences for BMC Remedy User, see the Configuring guide. Users logging in to web clients must use centralized preferences to store preferences, and these changes take effect immediately. The following section describes how to set these preferences.
Setting centralized preferences on web clients

Web client users can set preferences by opening the AR System User Preference form and submitting changes. You can open this form in the browser by entering the following case-sensitive URL in the address field:
http://<mid_tier_server>/arsys/forms/<ar_server>/AR System User Preference
92
Common fields
These fields reside in the non-page field portion of the AR System User Preference form.
Figure 6-1: Common area of AR System User Preference form for web settings
Table 6-1: Common fields Field Name Login Name Description Allows the administrator to create and modify preferences for a specific user by entering the users login name in this field. Users can search for and modify their own preference records. The default setting is $USER$. Allows the administrator to create and modify preferences for a specific user based upon a value in this field. Users can search for and modify their own preference records. The default setting is Preference entry for $USER$.
Short Description
Chapter 6
93
Form tab
Figure 6-2: Form tab of AR System User Preference form for web settings
Table 6-2: Form tab settings Group Name On New Field Name Description Defines the action that a form opened in New mode takes when accessed multiple times. The options are:
!
Clear All FieldsDesignates that all fields on new forms are cleared when a new form is opened or when a form is reset after a request is submitted. Set Fields to Default Values (Default) Designates that fields on new forms are filled with default values when a new form is opened or when a form is reset after a request is submitted. Keep Previous Field Values Designates that fields on new forms are filled with the previously used values when the form is reset after a request is submitted. ClearDesignates that when no option is selected, the Set Fields to Default Values default is used.
94
Group Name On Search
Field Name
Description Defines the action a form opened in Search mode takes when accessed multiple times. The options are:
!
Clear All Fields(default) Designates that all fields on search forms are clear after you perform a search, display the records in modify or display mode, and then return to the search form without closing the form. Set Fields to Default Values Designates that fields on search forms are filled with default values after you perform a search, display the records in modify or display mode, and then return to the search form without closing the form. Keep Previous Field Values Designates that fields on search forms are filled with previously used values after you perform a search, display the records in modify or display mode, and then return to the search form without closing the form. ClearDesignates that when no option is selected, the Clear All Fields default is used.
On SearchLimit Number of Items Returned
Defines whether the number of search results returned is limited. The options are:
! !
No(default) All results are returned. YesThe number specified on the User Preference form is returned. If you choose Yes, you can specify the number of search results returned. (If you choose No, this field is disabled.) The default value is 1000. This preference can be overridden by the server setting Max Entries Returned by GetList in the Configuration tab of the Server Information window. AR System uses the lesser of the two values.
On Open
Show Advanced Search Bar After Creating New Request
Defines whether to show the advanced search bar when a new Search window is opened. Defines whether a confirmation dialog box appears after a new request is submitted to verify the submitted entry and the entry ID.
Confirm
Chapter 6
95
Group Name Diary Field
Field Name Show Most Recent First
Description Defines the order in which entries appear in the diary field of a form. The options are:
!
YesDiary entries are listed in descending order by date, starting with the most recent entry. No(default) Diary entries are listed in ascending order by date, starting with the earliest entry. DefaultSee No.
View
Default Form View
Defines the view to be used as the default for all forms. Ask your AR System administrator for the name you should enter here, or leave this field blank.
Note: If you enter a view name that does not
exist, AR System determines which view best fits. This might not be the default view.
For more information about how a view is selected for a user, see the Form and Application Objects guide. Open Window View Defines the suffix to be used as the default Extension for all forms that are opened from other forms. Ask your administrator for the name you should enter, or leave this field blank.
Note: If you enter a suffix that does not
exist, AR System determines which view best fits. This might not be the default view.
Hidden
Display Hidden Forms (Admin)
Defines which forms are available. The options are:

!
NoOnly those forms that have been designated as visible are available. YesAll forms are available, whether designated as hidden or visible. logged in as an administrator or subadministrator to an active server.
Note: This option is available only if you are
96
Logging tab
Group Name Pane Layout
Field Name
Description For BMC Remedy User only, defines position of the Results List and the Details Pane.
! ! ! !
DefaultSee Top. RightUses the Default. LeftUses the Default. Top(Default) Results List on the top; Details Pane on the bottom. BottomResults List on the bottom; Details Pane on the top. ClearResults List on the top; Details Pane on the bottom.
Logging tab
Figure 6-3: Logging tab of AR System User Preference form for web settings
Table 6-3: Logging tab settings Group Name Client Server Field Name Active Links API Filter Database Description Designates whether use of active links on the client is logged in a browser window. Designates whether use of APIs on the server is logged. Designates whether use of filters on the server is logged. Designates whether activity on the database is logged.
Chapter 6
97
Locale tab
Figure 6-4: Locale tab of AR System User Preference form for web settings
Table 6-4: Locale tab settings Section name Locale Field Name User Locale Description Designates the language displayed on the users system, in the format <language_Country>, where language is the language code (such as fr for French or en for English), and Country is the two-letter country code (such as FR for France or US for United States). Some sample entries are:
! ! ! ! ! !
en_USEnglish (United States) fr_BEFrench (Belgium) fr_CAFrench (Canada) zh_HKChinese (Hong Kong) zh_CNSimplified Chinese ja_JPJapanese (Japan)
This field is clear by default. If the locale is not set here, the browsers language flag is used. Time Zone Defines the time zone displayed on the users system. Select a time zone from the menu, for example, Asia/ Tokyo, America/New York, or Europe/Paris. Any ICU (International Component for Unicode) format is accepted. This field is clear by default. Currency The type of currency to be applied for this locale (for example, USD for United States dollars). If currency is specified here, it overrides the administrator-defined Initial Currency Type in the field properties dialog box of BMC Remedy Administrator. If there is a default value for this field, it overrides the User Preference and the Initial Currency Type.
98
Logging tab
Section name
Field Name
Description Defines the format in which the date and time appear. According to ICU (International Component for Unicode) format, the options are:
! ! !
Date/Time Display Date/ Display (Web) Time Style
Short Long Custom
This setting is platform-independent and will not automatically be the same as preferences set in BMC Remedy User, or as any preferences set in the Windows Control Panel. Use a predefined ICU format or customize an ICU format to set web view Date/Time appearances. The default is Short. Custom Date Format Defines the format of date strings to be displayed in your browser. This field is active only when Custom is selected from the Display Date/Time Style menu list. Select the format of date strings. You can add a forward slash (/), dash (-) or a period (.) as separators. This field is clear by default. For more information about date formats, see the Configuring guide. Custom Time Format Defines the format of time strings to be displayed in your browser. This field is active when Custom is selected from the Display Date/Time Style menu list. Select the format of time strings. You can add a semicolon (:), dash (-), or a period (.) as separators. This field is clear by default. For more information about time formats, see the Configuring guide.
Chapter 6
99
Advanced tab
Figure 6-5: Advanced tab of the AR System User Preference form for web settings
Table 6-5: Advanced tab settings Group Name Table Fields Field Name Refresh Content on Display Description Defines whether the data in a table field is refreshed automatically every time a form is displayed.
Note: You can refresh the table manually by
clicking on it when you want to check for changes.
Alert
Refresh Interval
Defines the interval, in minutes, that passes between queries to the Alert Events form. The default value is 0. The alert list displays the users alerts by querying the Alert Events form that contains the users alerts.
Alert Servers
Defines which servers contribute alerts to a web-based alert list. The administrator can enter the server names to retrieve alerts from this field. The server names must be separated by the comma (,) delimiter. This field is clear by default.
100
Logging tab
Group Name Report
Field Name Report Server
Description Defines the name of the server where the following reporting forms reside:
! ! ! !
ReportType ReportCreator Report ReportSelection
The server name also serves as the home for report definition files created. This entry is necessary when the server that stores the reporting forms is different from the server that stores the data to be reported on. This field is clear by default. Crystal Report Viewer Designates an application for viewing Crystal Reports. The choices are:
! ! ! ! ! ! !
Java (using browser JVM) Java (using Java Plug-in) ActiveX Netscape Plug-in HTML with frames HTML without frames (default) Clear (The system takes the default value that the administrator sets.)
Home Page
AR Server
Designates the name of the server on which your home page resides. For more information about configuring home page preferences, see the Form and Application Objects guide.
Form Name
Designates the name of the form to be used as the default home page when the user logs in. For more information about configuring home page preferences, see the Form and Application Objects guide.
Chapter 6
101
Group Name Accessibility
Field Name Accessible Mode
Description Designates whether an accessible mode applies to this view and if so, which mode. The options are:
! !
DefaultNo accessible mode used. Screen Magnifier/Low VisionView is accessed with a screen magnification device. Screen Reader/No VisionView is accessed using screen reader software.
This field is clear by default. Accessible Message Designates the type of nonvisual feedback that applies to workflow. The options are:
!
No ActionNo messages are shown for accessibility. Active link message actions of the type Accessible are ignored. Message ActionDisplays accessibility messages defined by active link message action of type Accessible. All ActionsDisplays accessibility messages to reflect visual changes on the page as well as accessible messages defined by an active link message action of the type Accessible. tier for AR System versions 6.3 and later.
Note: These options are not used in the mid
Session
Session Timeout in Minutes
Designates the number of minutes after which a session times out. The default is 90 minutes. You can set the session timeout for longer than 90 minutes for a specific user, and this setting will override the session timeout in the General Settings page of BMC Remedy Mid Tier Configuration Tool.
102
Chapter
Working with AR System forms and applications on the Web

Working with AR System applications for the Web involves a few more steps than working with forms in BMC Remedy User. The following topics are provided:
! ! ! ! ! ! ! ! ! ! ! ! ! ! !
What users see in a form in a browser (page 104) Working with View options (page 105) Working with form action fields for the web (page 111) Browser settings for scripting and ActiveX controls (page 114) Modifying the wait cursor for your application (page 115) Configuring page properties (page 117) Managing resource files (page 117) Accessing forms and applications with URLs (page 118) Creating customized login pages (page 130) How a view is selected (page 131) How locale is established (page 132) Session timeouts (page 132) Creating help for web applications (page 132) Saving a web application to another location (page 133) Making your web-based applications accessible to users with disabilities (page 134)
Before reading this section, you should be familiar with the information about defining applications and creating forms and views in the Form and Application Objects guide.
Chapter 7
103
What users see in a form in a browser

Users can view any AR System form or application in a browser simply by entering URLs that you supply. In most respects, the appearance and functionality of forms and applications on the Web is essentially the same as that in BMC Remedy User. (Note that BMC Remedy Administrator allows you to design a form based on non-standard font sizes, but the mid tier does not always support those sizes.)
Figure 7-1: AR System form in BMC Remedy User
In a browser, toolbar buttons along the top of the form provide the equivalent functionality of menus and toolbars in the Standard (Windows) view. You can hide the entire toolbar by clicking the down arrow icon just above the first toolbar button. You can also configure the form to hide the toolbar when the form is viewed in a browser, and control individual button access using Menu Access view properties. For more information about hiding the toolbar by default, see Showing or hiding the web toolbar on page 107. The Advanced Search Bar (if enabled) appears as a pane at the bottom of the form.
104
Working with View options
Figure 7-2: The same AR System form viewed in a browser
Click this arrow to hide the toolbar.
For more information about behavioral differences between BMC Remedy User and the web client, see the Behavioral differences between BMC Remedy User and the web client white paper, available on the BMC Customer Support website.

When you create forms, you can create views by selecting either a standard (Windows) view or a Web-Alternate (fixed) view. For most forms, you can use the standard view, which can be displayed both in BMC Remedy User and in a browser.
NOTE
If you are creating a new view of the same form (for example, if you are creating both a Standard view and a separate web view), use a different label for the second view, so that the view name will be unique in the URL for the form. For more information about creating views, see the Form and Application Objects guide.
" To customize a standard or web view

1 Open the form for which you want to customize a view. 2 Choose Form > Manage Views.
The Manage Views dialog box appears.
Chapter 7
105
Figure 7-3: Manage Views dialog box
3 Select the view you want to customize. 4 Click Properties.
The View Properties dialog box appears.

Figure 7-4: View Properties dialog box
NOTE
The Dynamic Web Views tab appears only in Standard views in AR System 6.3 and later.
106
From the Appearances tab of this dialog box, you can specify the visibility of the details pane, results pane, and toolbar when forms are viewed in a browser. You also can edit web header and footer content of any view. For more information, see the following resources:
!
For information about selecting menu access, list color, advanced results, list, dynamic views, aliases and labels, and defined searches, see the Form and Application Objects guide. For information about pane banner visibility on the web, see Showing or hiding the web toolbar. For information about editing web header and footer content, see Editing web header and footer content on page 108.
Showing or hiding the web toolbar

You can specify whether the toolbar should be visible or hidden by default when a form is viewed in a browser.
" To show or hide the web toolbar

1 Open the form for which you want to specify toolbar visibility. 2 Choose Form > Manage Views. 3 Select a view. 4 Click Properties. 5 In the View Properties dialog box, click the Appearances tab. Figure 7-5: Appearances tab
Choose Visible or Hidden for the web toolbar in this view.
Chapter 7
107
BMC Remedy Action Request System 7.1.00 6 In the Pane Banner Visibility region, choose Visible or Hidden in the Web Toolbar
field.
7 Click OK.
Editing web header and footer content

You can customize any view to add web-specific header and footer content. If you have existing Web-Alternate (Fixed) web views, you can edit the headers and footers from the Form Properties dialog box in BMC Remedy Administrator instead of modifying the markup above and below the AR System fields. To be sure that header and footer text appears properly in your form, follow these guidelines:
!
Allow enough room at the top of your form for the header text, especially if you will be using a banner graphic or if your header text will use a large type size. You might need to move some fields down on the form. Enclose all header or footer text within <div> tags. Then, use the desired HTML tags and styles to format the text. Use absolute positioning so that the header and footer content is not hidden behind the fields in the form.
Use the following procedure to add new header or footer text or to edit existing text.
108
" To add or edit web headers and footers

1 Open the form for which you want to include web header or footer text. 2 Choose Form > Manage Views. 3 Select the view for which you want to add or edit headers or footers. 4 Click Properties. 5 In the View Properties dialog box, click the Appearances tab. Figure 7-6: Appearances tab
Click either of these buttons to edit web header or footer content.
6 In the Web Header and Footer region, select either the Edit Web Header Content
or Edit Web Footer Content button.
The Web Header Content dialog box appears.

Figure 7-7: Web Header Content dialog box
Chapter 7
109
BMC Remedy Action Request System 7.1.00 7 Add the content you want to include in the header or footer.
Enclose all text within <div> tags, and specify the position for the header and footer text, as shown in the following example:
<div style="position: absolute; top: 50px; left: 30px; width=640px; height: 45px;"> <h1 style="color: #ffffff;background-color: 003366; font-size: 24pt; font-style: italic; border-top: 2px solid #ffffff; border-bottom: 2px solid #ffffff; padding-top: 6px; padding-bottom: 6px;">ABC Enterprise Solutions</h1> </div>
In this example, the header is positioned 50 pixels from the top of the form, and 30 pixels from the left edge, with a height of 45 pixels. An <H1> tag is used, with styles specified for the color, background color, font size and style, border, and padding around the text.
NOTE
Make sure that the CSS z-index of the header and footer is higher than that of the other elements on the page that overlap it. For example, if you add content to the top of the page, make sure that its z-index is higher than that of the FormContainer element (for instance, greater than 29999).
Figure 7-8: Example header in a web view of a form
Header text
8 Click OK to return to the View Properties dialog box. 9 Click OK to close the dialog box. 10 Save the form. 11 Open the form in a browser to verify that the positioning and text are correct.
http://<mid_tier_server>/arsys/forms/<ar_server>/<form_name>
110
Working with form action fields for the web

Although toolbar buttons can provide the functionality you need in web applications, you can use form action fields to customize a view. Form action fields are the same as any other fields, except that they have reserved field IDs and predefined operations on the Web.
NOTE
Form action fields are not visible in some modes. For example, the Modify All button is not visible in New Search mode. The following table lists and describes the available form action fields. The form action fields that are displayed are based on the selections made in the Form Action Controls dialog box, shown in Figure 7-9 on page 113. The form action fields marked with an asterisk (*) are required on most forms.
Table 7-1: Form Action fields Form Action Field Submit * Query * Description Sends the data on the form to the database. If any workflow is designed to execute on submit, it will be executed. Submits the search on the current form. Because the results will be displayed in the results list field, you must select the Results List check box to include a results list field on the web. If any workflow is designed to execute when a user performs a search operation, the workflow will be executed. Submits your changes to the database. If any workflow is designed to execute on modify, it will be executed. Displays the advanced search bar, so the user can perform advanced searches. When you create a Search Bar form action field, you must resize it to a field width of at least 650 so that all of the buttons appear when the form is viewed in a browser. For information about changing field width, see the Form and Application Objects guide. Form Help Clear Home Page * Set to Defaults New Search * New Request * Mode Displays form-level help in a separate window. Removes all the entries on the form that have not been saved. Opens the form configured to be your home page. Sets the entries on the form to the defaults. If any workflow is designed to execute after setting defaults, it will be executed. Opens the form in Search mode so that the user can begin a new search. Opens the form in New mode so that the user can submit a new request. Used mostly for workflow development or troubleshooting.
Note: This form action field is not supported in version 6.3.
Modify * Search Bar
Chapter 7
111
Form Action Field Show Status History
Description Shows the progress that has been made on a request: the time that the entry was last changed to each of the states defined by the status field, and the name of the user who made the change. Users select the entry (request) from the results list field. When the Show Status History button is clicked, a search is made on the form, and the results are displayed in a new browser window. Show Status History is enabled only in Modify mode. Adds a results list field to the form.
Note: If a form does not already have a results list, it will be added
Results List
automatically in the Standard view.
If you find that the number of search results is limited and you receive an out of memory error message, increase the Maximum Heap Size in your Virtual Machine Settings of your servlet engine. Tell your users that if they make any changes to the results list, they must remember to save their changes because they will not be prompted to do so.
Note: The results list field is visible only in Modify, Modify All,
and Display Only modes. It is hidden in New Search mode.
Modify All
Performs a Modify action on fields in selected requests. This button is visible only in Modify mode.
You can set a preference for which form action fields are automatically included. In BMC Remedy Administrator, choose File > Preferences, and click the Web View tab. For more information, see the Getting Started guide. Use the following procedure to add form action fields manually to a view.
" To add form action fields manually to a view

1 Open a form view. 2 Place the cursor where you want to insert the form action field. 3 Choose Form > Form Action Fields.
The Form Action Controls dialog box appears.
112
Figure 7-9: Form Action Controls dialog box
4 Select the actions that you want included the view, and clear the check boxes for
the actions that you do not want included in the view. action fields.
5 In the Add to Views field, select the views that should include the selected form 6 Click OK to close the Form Action Controls dialog box and add your new fields. 7 Save your changes.
Chapter 7
113
Browser settings for scripting and ActiveX controls

For the mid tier (version 6.3 and later) to work properly, the ActiveX settings for the XMLHTTP protocol between the browsers and mid tier must be set correctly. Typically, if you simply use all the default scripting settings in MS IE and Mozilla, you should not see any problems with the mid tier. Otherwise, use the following ActiveX settings for your browser. For IE browsers, enable the following options:
!
Under the ActiveX Control and Plug-ins heading,

! !
Run ActiveX Control and Plug-ins Script ActiveX controls Marked Safe for Scripting Active Scripting Automatic prompting for file downloads File download Submit nonencrypted form data (This option is not required if SSL is used.)
Under the Scripting section

!
Under the Downloads section

! !
Under the Miscellaneous section

!
To access these options in IE, choose Tools > Internet Options. Click the Security tab, then click the Custom Level button. For Mozilla browsers, enable the following option:
!
The Enable JavaScript for Navigator option must be enabled. To access this option in Mozilla, choose Edit > Preferences > Advanced > Scripts & Plug-ins.
114
Modifying the wait cursor for your application
Modifying the wait cursor for your application

AR System provides two types of wait cursors for the web: one for actions such as Modify, Modify All, Search, and Table Refresh; the other for pages that are loading. The following procedures outline how to modify both types of wait cursors, and how to turn off the wait cursor. To modify what the wait cursor displays in your application when a user waits for the system to compute, complete the following steps.
" To modify the wait cursor for actions

1 To change the image and message that is displayed: a Insert the new image in the <mid tier installation>/webapps/shared/images folder. b In the config.properties file, add the following line:
arsystem.waiting_cursor_innerhtml=<img src=imageContextPath/file name.gif></ img>message
For example:
arsystem.waiting_cursor_innerhtml=<img src=imageContextPath/Progress_NonModalcircle.gif></img>Loading...
In the previous example, the Progress_NonModal-circle.gif image is displayed with a message that says Loading...
2 To localize the message for actions (such as, Submit, Modify, Modify All, Search,
and Table Refresh), update the LocalizedMessages_<locale_name>.js file, which is located in <mid tier installation>/resources/standard/javascript/. Change the following line as needed:
Loading... : Loading...,
Loading is taken from the line in the config.properties file that is discussed in step 1.
Example
If you want to change the message to read Searching... and you want German language readers to view German, change the config.properties files line to:
arsystem.waiting_cursor_innerhtml=<img src=imageContextPath/Progress_NonModalcircle.gif></img>Searching
Then, change the line in LocalizedMessages_<locale_name>.js file to:

Searching... = Suchen...,
Chapter 7
115
" To modify the wait cursor for pages that are loading
1 To change the image and message that is displayed: a Insert the new image in the <mid tier installation>/webapps/shared/images folder. b In the <mid tier installation>/shared/wait.jsp file, search for "getLocalizedText", and
find the following code:
<img src="<%=request.getContextPath()%>/shared/images/file_name.gif" alt="wait image"/> <%= MessageTranslation.getLocalizedText(locale, "Loading")%>
c Change the image and message text in the code.
For example:
<img src="<%=request.getContextPath()%>/shared/images/Progress_NonModal-circle.gif" alt="wait image"/> <%= MessageTranslation.getLocalizedText(locale, "Loading")%>
In the previous example, the Progress_NonModal-circle.gif image is displayed with a message that says Loading.
2 To localize the message for a specific locale when pages are loading a form, update
classes
the corresponding language file in the <mid tier installation>/webapps/arsys/WEB-INF/ folder.

<Default message>
Change the following line: = <Localized message> In the original installation, the line reads:
Loading = Loading
Loading is taken from the line in the wait.jsp file that is discussed in step 1.
Example
If you want to change the message to read Searching, and you want German language readers to view German, change the wait.jsp files line to:
//arsystem.waiting_cursor_innerhtml=<img src=imageContextPath/Progress_NonModalcircle.gif></img>Searching
Then, change the line in the language file in <mid tier installation>/webapps/arsys/WEBINF/classes to:
Searching = Suchen
" To remove (turn off) the wait cursor

1 Change the arsystem.show_waiting_cursor line to false in the config.properties file:
arsystem.show_waiting_cursor=false
2 Restart the web server.
116
Configuring page properties
Configuring page properties

The appearance of AR System fields in a browser is determined by a default cascading style sheet (.css) file that is provided with the mid tier. You can add your own .css file to override these default values. For detailed information about how to customize style sheets, see Chapter 8, Customizing AR System style sheets.
Managing resource files

Resource files include files such as images or custom cascading style sheets. You must use the Support Files tab in Application Properties to add any resource files to the web application.
Figure 7-10: Application Properties windowSupport Files tab
Support Files tab with resource files and directories listed
If you create or open forms within the Application window, resources added to form views are automatically added to the applications Support Files properties. At the time the resource is added, the reference to that resource matches its location in Support Files. However, AR System does not maintain these references (for example, if you change the directory structure for resources in Support Files). The Resources Directory Structure level represents the directory for your application in the mid tier. You can add support files directly under this level, or to other directories that you create. You cannot delete or change the name of the Resources Directory Structure level. You can add or delete directories and files, or rename existing directories. You can also save the directory structure to an external disk. Use the following procedures to specify support files for web applications.
Chapter 7
117
" To create directories for support files

1 Open the application object with which you want to work. 2 Click the Support Files tab.
The Resources Directory Structure appears.

3 Select the directory under which you want to create a new directory. 4 Click the Create Dir button.
A new directory appears under the directory you selected in step 3.

5 Enter a new name for the directory, and press ENTER. 6 Add support files (such as images) to the new directory, as described in the
following procedure.
If you do not add support files to the directory you created, it will be removed from the directory structure the next time you open the application object.
7 Save the application.
" To add files to support file directories

1 Open the application with which you want to work. 2 Click the Support Files tab.

3 Select the directory under which you want to add support files. 4 Click the Add File(s) button.
The Open dialog box appears.

5 Select the file you want to add to the directory, and click the Open button.
The file is added to the directory selected in step 3.

6 Repeat steps 3, 4, and 5 for every file that you want to add to the directory.
NOTE
If you have added support files for your application, you can access them through a URL. For more information, see Accessing support files on page 120.
Accessing forms and applications with URLs

Users can access forms on the web through links on a home page or through URLs that you supply. This section provides the following information about providing URLs:
! ! !
Opening forms and applications from a home page on page 119 URLs for opening forms and applications on page 119 Accessing support files on page 120
118
! ! ! ! ! !
Specifying parameters in URLs for direct access on page 121 Passing data to a field in a URL on page 125 How a view is selected on page 131 How locale is established on page 132 Creating URLs for login and logout on page 125 Working with the Mid Tier Object List on page 128
Opening forms and applications from a home page

The simplest way to enable user access to your applications is to use a home page. The home page is a single point of access that includes all forms and guides that have been configured as entry points, and to which the user has access permissions. The AR System generates all the entry points from all the servers in the AR Server Settings window in the BMC Remedy Mid Tier Configuration Tool, and displays them in the home pages application list field. The home page appears automatically when web clients access the home page URL (http://<mid_tier_server>/arsys/home). For more information about configuring entry points and home pages, see the Form and Application Objects guide.
URLs for opening forms and applications

If you do not use a Home Page form to display the entry points of your web applications, you must supply URLs for your users so that they can access applications and forms in a browser. In AR System 6.3 and later, names of applications, forms, and views referenced in URLs use the actual database name of the object instead of the web aliases required by previous releases. As a form loads in the browser, the system appends a hexidecimal cache ID to the URL, such as ?cacheID=acbec68. This number represents parameters such as the user name, locale, view, application, and workflow logging. The purpose of the cache ID is to make the URL unique in the browser cache and to make sure that the correct view is displayed.
NOTE
The mid tier also provides an Object List that displays a list of forms and applications available on the mid tier. This list appears if the system cannot determine which form to load because of an incorrect or incomplete URL, or if the application does not have a primary form. The Object List must be enabled in the General Settings window of the Mid Tier Configuration Tool. For more information, see Working with the Mid Tier Object List on page 128. The following sections provide the URL formats to use for opening forms and applications in a browser. In the following examples, arsys is used as the default context path.
Chapter 7
119
Opening a form
!
To open a form, enter:

http://<mid_tier_server>/arsys/forms/<ar_server>/<form_name>
To open a specific view of a form, enter:

http://<mid_tier_server>/arsys/forms/<ar_server>/<form_name>/<view_name>
The view name is optional.
Opening an applications primary form

To open an application and display its primary form, enter:
http://<mid_tier_server>/arsys/apps/<ar_server>/<app_name>
Opening any form in an application

To open any form in an application, enter:
http://<mid_tier_server>/arsys/apps/<ar_server>/<app_name>/<form_name>/<view_name>
You can add URLs to form views to provide users access to web pages, HTML documents, and images. You can also build URL links on web pages, view fields, and text trim fields that open forms. You can also use the $HOMEURL$ keyword in workflow to reference the context path displayed in a browser. For more information, see the Workflow Objects guide.
Using the Back button

The Back button might not behave as users might expect. If they are viewing a form in a browser (in either New or Search mode) and they go to another web page and then click the Back button, the browser will display the form in Search mode, and the form will be empty. Field properties, selections, and other values will not be saved.
Accessing support files

If you have added support files for your application, you can access them through a URL. If you have placed support files at the top level of the Resources Directory Structure, enter:
http://<mid_tier_server>/arsys/apps/<ar_server><application_name>/resources/<file_name>
NOTE
Lowercase the word resources at this level.
120
If you have placed support files under any subdirectories, they must be added to the URL. For example, if you have created an additional directory and a supporting file, enter:
http://<mid_tier_server>/arsys/apps/<ar_server>/<application_name>/resources/ <dir_name>/<file_name>
NOTE
To access application support files, a valid AR System login is required.
Specifying parameters in URLs for direct access

You can use the ViewFormServlet to open a specific form and pass parameters such as a user name or a qualification.
NOTE
When a user enters a URL from a previous version of AR System (a legacy URL), the system will redirect the user to the proper form if the URL uses ViewFormServlet. If the URL does not use ViewFormServlet, users must enter the new URL. At a minimum, you must supply the server name and form name. If more than one view of a form is available, the system selects a view based on certain criteria, as described in How a view is selected on page 131. Values in URLs are case-sensitive. For example, ViewFormServlet and viewformservlet are not the same.
Supported parameters in AR System

A list of available views for the user is generated based on parameters specified in the URL. At a minimum, you must specify values for form and server. Include additional parameters as necessary, depending on the number of views available for the form and the requirements of the user. The following table lists supported parameters, their descriptions, and possible values. All parameters and values are case sensitive.
NOTE
The formalias, appalias, viewalias, and locale parameters are no longer supported.
Table 7-2: Supported parameters Parameter form (required) view Description Name of the AR System form to be accessed. Possible Values URL-encoded string
View label for the preferred view. See URL-encoded string How a view is selected on page 131 for information about how a list of possible views is generated for the user.
Chapter 7
121
Parameter app
Description
Possible Values
URL-encoded string Application (container) name. If specified and valid, the file for the view is called from the application-specific directory. Name of the AR System server to be accessed. URL-encoded string
server (required) mode eid
Mode in which the form will be opened. Search, Submit If not specified, Search will be used. URL-encoded string Request ID of a form entry. Provides direct access to a specific request on the representing the request ID number form. If specified, the qual value is ignored. Qualification criteria for a search URL-encoded search operation. If specified, the mode value is string (size restricted ignored. by URL length) User name used to log in to AR System. URL-encoded string Password used to log in to AR System. URL-encoded string Authentication string for the user. For more information, see the Configuring guide. URL-encoded string
qual
username pwd auth
URL encoding
If a URL includes characters that cannot be printed or transmitted safely, the URL must be encoded. Any unsafe or unprintable characters (for instance, single or double quotation marks, equal signs, or ampersands) are replaced with a percent sign (%), followed by the hexidecimal digits that correspond to the characters value. For example, the string Assigned To would be encoded as %22Assigned+To%22. The following table lists commonly encoded characters.
Table 7-3: Encoded characters Character <space> " (double quotation mark) # (hash mark) $ (dollar sign) % (percent) & (ampersand) + (plus sign) , (comma) < (less than sign) = (equal sign) Encoding value + (plus sign) or %20 %22 %23 %24 %25 %26 %2B %2C %3C %3D
122
Character > (greater-than sign) / (forward slash) : (colon) ? (question mark)
Encoding value %3E %2F %3A %3F
URL encoder utility

The AR System mid tier provides a URL encoder utility that enables you to convert non-alphanumeric characters to UTF-8 encoded values.
Figure 7-11: URL encoder utility
" To convert non-alphanumeric characters to encoded values

1 Open the AR URL Encoder utility using the following URL:
http://<mid_tier_server>/<contextpath>/shared/ar_url_encoder.jsp arsys
is the default context path.
2 In the Original String field, enter the individual character or string for which you
want to find the correct encoding.
You can encode parameter values, but do not code the entire URL.
3 Click Convert.
The encoded values appear in the Encoded String field.
Chapter 7
123
Figure 7-12: Encode values result
URLs with parameters for accessing forms and search results

The following examples show the URL syntax for accessing forms and search results. In these examples, arsys is used as the default context path.
Example 1: URL that bypasses the Login window and displays the specified form
http://<mid_tier_server>/arsys/servlet/ViewFormServlet?form=<form_name> &server=<server_name>&username=<user_name>&pwd=<password>
The system bypasses the Login screen, and displays the view of the form.
WARNING
If you use the pwd parameter in a URL, passwords are exposed by the browser in the locator and in bookmarks or favorites. For URLs that include the pwd parameter, use https://.
Example 2: URL that displays search results in the specified form

http://<mid_tier_server>/arsys/servlet/ViewFormServlet?form=<form_name> &server=<server_name>&qual=%27Assigned+To%27%3D%22<first_name>+ <last_name>%22+AND+%27Status%27%3D%22Fixed%22
After the user logs in, the system displays the form with results of the search 'Assigned To'="Firstname Lastname" AND 'Status'="Fixed".
URLs containing double-byte and non-ASCII characters

When entering URLs to access forms in the mid tier, any non-alphanumeric characters (including non-ASCII and double-byte characters) need to be URL encoded in UTF-8 Unicode.
" To encode a string

1 Open the ARURLEncoder utility. Go to http://<localhost>/arsys/shared/ar_url_encoder.jsp.
The ARURLEncoder utility is displayed.

2 Enter a string (for example, a form name) in the Original String field, and click
Convert.
The encoded string is displayed in the Encoded String field. Use this encoded string to form your URLs.
124
Configuring Internet Explorer for automatic encoding

You can configure Internet Explorer to automatically encode double-byte and nonASCII characters.
NOTE
Even when Internet Explorer is configured to encode automatically, certain ASCII characters, such as a forward slash (/), a question mark (?), an equal sign (=), a plus sign (+) or an ampersand (&), will not be URL encoded. If your form name or application name contains any of these characters, you must use ARURLEncoder to encode.
" To enable Internet Explorer to encode

1 Choose Tools > Internet Options. 2 Click the Advanced Tab. 3 Select the check box Always send URLs as UTF-8.
After changing this option, you need to restart the browser.
Passing data to a field in a URL

You can pass values to fields in forms by including the field ID in the URL, as follows:
http://<mid_tier_server>/<contextpath>/forms/<ar_server>/<form_name>?F<field_id>=<value>
In the following example, a value of Web User is passed to the Creator field (field ID=2) of the User form stored on the AR System server mars, from the mid tier server saturn. The default context path is arsys.
http://saturn/arsys/forms/mars/User?F2=Web%20User
Values with spaces or special characters must be properly encoded. In this example, the space between Web and User is encoded with %20.
NOTE
In radio button and drop-down list fields, if you enter a value that does not exist, the value is not set when the form is displayed in the browser.
Creating URLs for login and logout

You can use URLs to take users directly to a login or logout page. When you take users directly to a login page, you must specify a URL to which the user will go after logging in. You might also want users to access an alternate URL after logging out.
Chapter 7
125
Parameters for login and logout

The following table shows the URL parameters that apply to login and logout. All parameters and values are case sensitive.
Table 7-4: Login and logout parameters Parameter goto server username pwd auth login.jsp Required Required Not applicable Not applicable Not applicable LoginServlet Required Required Required Required Optional logout.jsp Not applicable Not applicable Not applicable Not applicable Not applicable LogoutServlet Optional Not applicable Not applicable Not applicable Not applicable
The goto parameter redirects users to an alternate URL after login or logout. The enc parameter specifies the type of character encoding, such as UTF-8 or Shift_JIS, used in other parameters. Following are some login and logout guidelines:
! !
To have users log in manually, specify login.jsp. To take users to the logout page only, specify logout.jsp or specify LogoutServlet without the goto parameter. To have users go directly to an alternate URL, specify LoginServlet or LogoutServlet and the goto parameter.
The following examples show how to use URLs for login and logout. In these examples, <mid_tier_server> is the name of the web server, arsys is the default context path, and <URL> is a valid URL. When creating login and logout URLs, do not include quotation marks around parameter values.
Example 1: Login with default login page

http://<mid_tier_server>/arsys/shared/login.jsp?goto=<URL> &server=<server_name>
The user logs in using the default login page, and then goes to the specified URL.
Example 2: Login with customized login page

http://<mid_tier_server>/arsys/apps/<ar_server>/<app>/login.jsp? goto=<URL>&server=<server_name>
The user logs in using a login page customized for an application, and then goes to the specified URL. Any URL after goto statement must be URL-encoded.
Example 3: User logged in automatically

http://<mid_tier_server>/arsys/servlet/LoginServlet?goto=<URL> &server=<server_name>&username=<user_name>&pwd=<password>
The user is logged in automatically and goes directly to the specified URL.
126
Example 4: Logout
http://<mid_tier_server>/arsys/servlet/LogoutServlet?goto=<URL>
The user logs out and goes directly to the specified URL.
Creating login and logout buttons

You can create a button field that users can click to log out, or a button form element that users can click to log in or log out.
" To create a logout button

This procedure demonstrates how to associate a Run Process active link action with a Logout button. For more information about the Run Process action, see the Workflow Objects guide.
1 In BMC Remedy Administrator, open a form. 2 Choose Form > Create a New > Button. 3 Open the Field Properties window and change the name of the button to Logout. 4 Choose File > Save Form to save your changes. 5 Create an active link with the following properties: Table 7-5: Button and menu items for Execute On conditions Execute On condition Execute On field If Action Command Line Button/menu item Logout Run Process PERFORM-ACTION-EXIT-APP
6 Choose File > Save Active Link to save your changes.
The following procedure demonstrates how to create a Login or Logout submit button on a web page. arsys is used as the default context path.
" To create a login or logout form element button

1 Open the web page in a text editor. 2 To create login and logout functionality, insert HTML code as shown in the
following examples.
!
For login functionality, modify the HTML code as follows:

<form name="loginForm" method="post" action="http://<mid_tier_server>/arsys/shared/ login.jsp?goto=<URL>"&server=<server_name> <p><INPUT type="submit" value="Login" name="login"></p> </form>
where arsys represents the default context path, <URL> is the URL the user will go to after logging in, and <server_name> is the name of the server to which the user needs to log in.
Chapter 7
127
For Logout functionality, modify the HTML code as follows:

<form name="logoutForm" method="post" action="http://<mid_tier_server>/arsys/servlet/ LogoutServlet?goto=<URL>"> <p><INPUT type="submit" value="Logout" name="logout"></p> </form>
where arsys represents the default context path, and <URL> is the URL the user will go to after logging out.
3 Save your changes.
NOTE
For more information about customizing login and logout pages, see Creating customized login pages on page 130.
Working with the Mid Tier Object List

Another way to access forms and applications on the web is through the Mid Tier Object List, which lists all forms and applications available through your installed mid tier.
Enabling the Mid Tier Object List

To use the Mid Tier Object List, you must first enable it. To do so, complete the following steps, which are summarized here and explained in greater detail in Enable Object List on page 66.
" To enable the Mid Tier Object List

1 In the AR Servers page of the Configuration Tool, verify that your Home Page
server is included in the server list. If it is not, add it.

<mid_tier_server>/shared/config/config.jsp),
2 In the General Settings page of the Mid Tier Configuration Tool (http://
server.
verify that you have set a Home Page
3 In BMC Remedy Administrator, import the Mid Tier Object List definition file to
your Home Page server. This file provides the default view and related workflow in English. The default location is:
c:\Program Files\AR System\Mid-Tier\samples\AR SystemMidTierObjectList.def
To import the file, choose Tools > Import Definitions > From Definition File.
4 If you need additional localized views, import the appropriate .def files. To do so,
choose Tools > Import Definitions > From View Definition Files, and select the .def files you need. If you do not need localized views, skip this step. Object List check box. (By default, this box is not selected.)
5 In the General Settings page of the Mid Tier Configuration Tool, select the Enable
128
Displaying the Object List

Once enabled, the Object List appears automatically in your browser if the system cannot determine which form to load because of an incomplete or incorrect URL, or if your URL specifies an application that does not have a primary form. (For more information about specifying a primary form in an application, see the Form and Application Objects guide.) You can also display the Object List using any of the following URLs.
! http://<mid_tier_server>/arsys/forms ! http://<mid_tier_server>/arsys/forms/<server_name> ! http://<mid_tier_server>/arsys/apps ! http://<mid_tier_server>/arsys/apps/<server_name> ! http://<mid_tier_server>/arsys/apps/<server_name>/<application_name>
Figure 7-13: Object List example
Chapter 7
129
Searching for forms or applications in the Object List

By default, the Object List displays all available forms and applications for your mid tier. You can restrict the display to specific forms, applications, and servers using any of the following methods:
!
To find objects in a specific server, enter all or part of the server name in the Server field and click Search. To find an application, enter all or part of the application name in the Application field, and click Search. To find a form, enter all or part of the form name in the Name field and click Search. To restore the full list of forms and applications, clear the Server, Application, and Name fields, and click Search.
You can also arrange items in the list by name, server, or type by clicking the appropriate column headings.
Opening forms and applications from the Object List

To open a form, select the form name and click Open New or Open Search. To open an application, select the application and click Open. The Show Hidden check box is viewable by administrators only.
NOTE
Creating customized login pages

You can customize the login page of an application by creating a separate HTML file. When this file is properly configured, the mid tier will append it to the login.jsp file as an <iframe>.
NOTE
On Internet Explorer browsers, the AutoComplete feature does not function properly. To work around this issue, you must remove the Authentication field and make sure that the password is not scrambled in the JSP engine.
" To create a customized login page

1 Create a new HTML page with the text you want to include in your customization. 2 Save this page as login.html. Do not use any other name, and be sure that the
extension is html instead of htm.
3 In BMC Remedy Administrator, open the application for which you want the
customized login page.
4 Choose Application > Properties.
130
How a view is selected 5 Click the Support Files tab. 6 Under the Resources Directory Structure level, create a new directory called public
(lowercase p).
7 Select this directory. 8 Click Add File(s). 9 Browse to the login.html file you created in step 1. 10 Add the file to the public directory. Figure 7-14: public directory on support Files tab
11 Save your application. 12 Log in to your application to verify that the customized text appears. It will be
displayed in an iframe just below the login fields.
How a view is selected

Normally, when choosing a view for a user, the system offers a Web-Alternate (Fixed) view in preference to a Standard view. An option in the Configuration Tool allows you to reverse this default setting. For more information, see Chapter 5, Configuring the mid tier, and the Configuring guide. The AR System tries to provide the user with the best possible view of a form. The choice of view is based on the users application environment, language, and preference settings. A view is selected as follows:
1 The system selects the view category that has been requested by the user or by way
of workflow. If no view category is requested, or if the requested category does not exist, the default category will be used.
2 The system selects a view that is appropriate for the client that the user is running.
If the client is on the Web, the system selects a view according to the Prefer Standard/Windows View option in the Mid Tier Configuration Tool. For more information, see Chapter 5, Configuring the mid tier, and the Configuring guide.
3 The system selects a view that is appropriate for the users locale. If there is not an
exact match, a fallback mechanism finds the closest possible locale to the one requested. The resulting view is then displayed for use.
Chapter 7
131
How locale is established

As of AR System 6.3, URLs do not contain locale information. The system determines the correct locale in one of two ways, depending on whether the user is logged in:
!
If the user is not logged in, the system takes the preferred locale list from the browser, and uses it in prioritized order to try to match the closest locale. This how the W3C recommends choosing a locale for a web page. If the user is logged in, the system takes the locale set in the users preferences as the locale of choice. If no locale is set in the user preferences, then the system uses the browser-supplied list.
Session timeouts
When a user logs in to the mid tier, the length of the users session is determined by the timeout setting in the Mid Tier Configuration Tool. When the session exceeds this time, the session times out and the user must log in again. The default session timeout is 90 minutes. If a user is entering data in a form, that data might be lost if the session times out before the user submits (saves) the data. To prevent data loss if a timeout occurs, the user should log in from a new window, copy and paste the data to the new window, and submit the data from the new window. If users are experiencing frequent timeouts, you might want to increase the session timeout setting in the Mid Tier Configuration Tool. For more information, see Chapter 5, Configuring the mid tier, and the Configuring guide.
Creating help for web applications

If you created help for your applications in BMC Remedy Administrator, users can view that help in a browser window by clicking the Help link in the forms toolbar.
132
Saving a web application to another location
Figure 7-15: Help in a browser window
Toolbar help
Form help
Field help text
You can also provide access to help on the web by using a Form Action field.
" To create help for a form on the web using a Form Action field
1 Create help for the form and for each field as described in the Getting Started guide.
NOTE
For field-level help, the Hide This Help Text in Web Views check box at the bottom of the tab is ignored in version 6.3 and later. Using previous versions, you can select the check box if you do not want help text for a field to appear in a form viewed on the web.
2 Create a Form Help field on the form. a In the form window, choose Form > Form Action Fields. b Select the Form Help check box, and click OK. c Set field properties for the Help button that appears. See the Form and Application
Objects guide for more information.
Saving a web application to another location

You might want to save your web application to another location on your computer or file server. This enables you to verify the contents of your application before making it available to users.
Chapter 7
133
" To save an application to disk

1 Open an existing application in BMC Remedy Administrator. 2 Choose Application > Properties. 3 Choose File > Save Application To Disk. 4 Enter the full path name in the dialog box that appears. 5 Click OK.
Making your web-based applications accessible to users with disabilities

You can configure your AR System web-based applications to work with assistive technology like JAWS (Job Access with Speech). This makes them accessible to people with disabilities, in accordance with Section 508 of the Rehabilitation Act of 1973. Configuration includes setting user preferences for accessibility and defining certain properties within your applications.
NOTE
You must make sure that all custom HTML and client script code is in compliance with Section 508 standards. This includes HTML snippets in view fields and any modifications you make to JSP pages. Complete Section 508 standards can be found at http://www.section508.gov.
Browsers and third-party assistive devices

AR System accessibility features can be used with the following browsers and assistive devices:
! !
Microsoft Internet Explorer 5.5 (Service Pack 1 or later) or later JAWS Screen Reader for No Vision users (Windows only).
NOTE
The BMC Remedy Mid Tier does not provide explicit support for Low Vision users. Low Vision users should use a third-party tool to enlarge the screen.
134
Configuring JAWS
Configure JAWS as outlined in the following procedure.
IMPORTANT
Because AR System uses non-default settings for JAWS, you must perform the following steps, regardless of the platform you are working with, in order for JAWS to read information correctly in forms.
" To configure JAWS for optimal readout

1 Open JAWS. 2 Choose Utilities > Configuration Manager. 3 In the window that appears, choose Set Options >HTML Options. 4 In the Test Link Options region of the Links tab, select the Use Title option (instead
of the Use Screen Text option).
If you use other products, you might have to reset these settings. See the documentation for each product you are using.
Configuring Window-Eyes
You can configure Window-Eyes to read link title attributes instead of link text.
IMPORTANT
Because AR System uses non-default settings for Window-Eyes, you must perform the following steps, regardless of the platform you are working with, to be sure that Window-Eyes reads form information correctly.
" Configuring Window-Eyes to read link title attributes

1 Open Window-Eyes. 2 Open the application you want to configure. 3 Verify that the MSAA mode is active by pressing CTRL+SHIFT+A. 4 Press INSERT+V to open the MSAA Verbosity dialog box. 5 Under Groups, select Browser Mode, and under Elements, select Object. 6 Make sure that the Expose Alternative Text option is checked. 7 Click OK.
If you use other products, you might have to reset these settings. See the documentation for each product you are using.
Chapter 7
135
Cursor types and form modes

JAWS provides three cursor types to enable users to access HTML pages.
!
PC cursorThe main focus of the active program. Press NUM PAD + to restore the PC cursor. JAWS cursorCorresponds directly with the mouse pointer. Press NUM PAD to restore the JAWS cursor. Virtual PC cursorUse INSERT+Z to toggle Virtual PC cursor on or off. When this option is turned off, you are put in Forms mode.
Most interactions on the web use Forms mode or Non-Forms mode. By default, forms open in Non-Forms mode (PC cursor). In Non-Forms mode, the entire page is read when the form is initially displayed so the user will get an idea of the page layout. The user tabs to the fields (or use INSERT-F7 to show a list of links). To type into an edit field, the user first presses Enter, which puts the user into Forms mode. Data can then be entered into the field. The user can continue to tab to fields to type in data. Use NUM PAD+ to exit Forms mode. INSERT+Z toggles the Virtual PC cursor on or off permanently. When Virtual PC cursor is off, every form you display is automatically in Forms mode. As users traverse the fields in a form by using the Tab key, JAWS reads the field label and information about the field. To interact with a menu, you must be in Forms mode. To enter this mode, press ENTER in an edit field, or press INSERT+Z. (After you press INSERT+Z, your focus is set to the first field in the form or the first field in the web toolbar if it is visible.) Saved searches in the web toolbar appear in a menu. To interact with this menu, you must be in Forms mode.
User preferences for accessibility

The AR System User Preference form contains the following web accessibility preferences. To access these preferences, click the Web tab. If no user preferences are set, no Section 508 enhancements are made to the form. For each user, Section 508 enhancements are added dynamically when the HTML for the form is read.
136
Figure 7-16: Web tab on AR System User Preference form
Table 7-6: Accessibility preferences Preference Accessible Mode Description Generates the HTML page so it is optimized as follows:
! !
DefaultNo optimization. Screen Magnifier/Low VisionAccessed with a screen magnification device. Screen Reader/No VisionAccessed using screen reader software.
Accessible Mode is enabled when it is set to Screen Reader/No Vision.

Note: When adding image buttons to a form, you must
add a label for the button image so that screen readers can read the ALT tag for the image. When the No Vision option is set in user preferences, the screen reader will use the label text to read the ALT tag.
Accessible Message
Designates the level of nonvisual feedback that applies to workflow. The options are:
!
No ActionNo messages are shown for accessibility. Active link message actions of type Accessible are ignored. Message ActionDisplays accessibility messages defined by an active link message action of type Accessible. All ActionsDisplays accessibility messages to reflect visual changes on the page, as well as accessibility messages defined by an active link message action of type Accessible. Tier for versions 6.3 and later.
Note: These options are not used in the BMC Remedy Mid
Session Timeout in Minutes
Specifies the number of minutes for the login session to time out. If no value is defined, the default value defined in the BMC Remedy Configuration Tool will be used. This value should be increased for No Vision users, because they might need more time to traverse forms.
Chapter 7
137
Accessibility features
AR System provides many accessibility features when the Accessible Mode user preference is enabled. In certain cases, you might need to configure the system to meet accessibility requirements.
Table 7-7: Accessibility features supported by AR System functionality Accessibility feature Text equivalent for images Field accessibility AR System functionality For images on buttons, the field label can be interpreted by a screen reader.
!
Administrator tasks
Field labels and field states (such as Read Only and Disabled) can be interpreted by a screen reader. AR System supplies default text for menu and expand box icons that appear next to fields.
You must distinguish Required fields. For example, you can add an asterisk, a plus sign, or other character to the field label.
Table field row and column identification
Table titles, column headers, and row headers can be interpreted by a screen reader.
Note: If a table or results list has
only one column, screen readers will not recognize the table as a data table, and will not read it out.
Keyboard shortcuts
The web client supports keyboard shortcuts. For more information, see Keyboard shortcuts on page 139.
Because of a JavaScript href reference for the A element tags that make up the buttons, JAWS assumes that all buttons have been visited.
NOTE
JAWS does not automatically read the contents of a read-only field.
138
Keyboard shortcuts
The following table lists keyboard shortcuts used in AR System. The term focus refers to keyboard focus, not to virtual cursor positions defined by certain assistive technologies.
General shortcut keys

Key DELETE CTRL+X, +C, +V, +A PAGE UP, PAGE DOWN HOME, END Arrow keys TAB Tabs through all page elements that receive focus. Description Standard window editing and viewing shortcut keys.
Page field shortcut keys

Key LEFT ARROW RIGHT ARROW ENTER Description If the focus is on a tab selector (an anchor link), sets focus to the next or previous tab selector without displaying it. Press ENTER to display the selector. If the focus is on a tab selector, displays the page.
Character field menu shortcut keys

You must be in Forms mode to access the character menu.
Key UP, DOWN, or ARROW RIGHT ARROW LEFT ARROW <letter> Description Moves focus through the menu items. Press ENTER to fill the field with the menu selection. If the selected item is a submenu, opens and sets focus to the submenu. Dismisses the submenu and sets focus to the upper level menu. There is no action if the focus is at the top level. Enter a letter to select the first item in the menu that begin with that letter. Press ENTER to fill the field with the menu selection.
Chapter 7
139
Form Action shortcut keys

These keys work only when the corresponding form action button is visible and enabled.
Key CTRL+ALT+F2 CTRL+ALT+F3 CTRL+ALT+ENTER CTRL+ALT+E CTRL+ALT+U CTRL+ALT+H CTRL+ALT+S Description Switches to New Request mode Switches to New Search mode. In New or Modify mode, saves the changes. In Search mode, performs the search. Clears all field values. Sets default field values. Show status history values. Sets focus to the Advanced Search Bar input field.
140
Chapter
Customizing AR System style sheets

You can customize AR System forms and applications using customized cascading style sheets (CSS). The following topics are provided:
! ! ! ! ! ! !
Cascading style sheets in AR System (page 142) Overview of CSS rules (page 142) Default style sheets provided with AR System (page 144) Customizing style sheets in AR System (page 145) Using style sheets with web applications (page 146) Applying styles to AR System fields and other objects (page 149) Changing font styles (page 157)
NOTE
Because of color limitations in the printed documentation, the following examples are best viewed in the PDF version of this guide.
Chapter 8
141
Cascading style sheets in AR System

The styles of AR System elements on the Web are defined using cascading style sheets (CSS). CSS provides a means for web authors to separate the appearance of web pages from their content. With CSS, you can create a consistent look across web pages by referencing the same CSS file in all of the pages. CSS also allows you to control display attributes that you cannot set using BMC Remedy Administrator. For example, BMC Remedy Administrator does not offer a way to change the background color of a character field, but CSS does.
Overview of CSS rules

This section assumes that you are familiar with HTML and CSS. To learn more about CSS fundamentals, an excellent resource is the MSDN Library website at http://msdn.microsoft.com/library/default.asp. See the sections on HTML, Dynamic HTML, and CSS Attributes. Keep in mind that not all attributes work with every browser. Before using a CSS attribute, verify that it works for your browser.
CSS rule syntax

Each CSS rule consists of a selector, followed by properties and values:
selector {property: value; property: value;}
Each property/value pair is separated by a semicolon. A selector can be an HTML tag (such as body, p, or td), a unique class, such as btn3d, an ID such as #toolbar, or a combination of these and other selector types.
Specificity
You can combine selectors to apply styles to an element. For example, the following three selectors are increasingly specific:
! .note ! a.note
(more specific) (more specific) (most specific)
! a.note.div
! a.note[name=bentley] div
In AR System, each elements style is controlled by CSS rules, which are defined in one or more CSS files. The system CSS files are located under the Resources directory of the BMC Remedy Mid Tier.
142
Overview of CSS rules
Order of precedence
The style that you ultimately see for an element is created dynamically by the mid tier and the browser, based on a hierarchy of multiple style sheets, plus any inline styles. The following diagram outlines the order of precedence for applying styles.
Order of precedence
Styles are applied in downward order from the top of the diagram. Inline styles always override other CSS rules, and application-specific styles override system styles. The standard style sheet usually contains rules for all elements with properties that work for all browsers. The other style sheets might repeat or add a rule with different or unique properties specific to a browser client, application, locale, or user. In addition, properties that are not redeclared in succeeding style sheets are applied from the previous declarations. For example, suppose you have a style rule called input.text that is declared in the first four source files:
! ! !
System style sheet: input.text {background-color: red; color: black;} System, browser-specific style sheet: input.text {border: 1px solid green} Application, standard style sheet: input.text {font-family: Arial, sans-serif; color:
blue;}
Application, browser-specific style sheet: input.text {font-size: 8px; border: 2px;}
The resulting rule is:

input.text { background-color: red; color: blue; border: 2px solid green; font-family: Arial, sans-serif; font-size: 8px; }
In this example, the style declarations from the application style sheets take precedence over those from the system style sheets. For instance, the color: blue declaration from the standard application style wins over the color: black declaration from the system style sheet.
Chapter 8
143
The mid tier might assign multiple CSS rules to an HTML element; for example:
<textarea class="text sr f9 dat">
Style rules take precedence in right-to-left order. Rules to the right take precedence over rules to the left. Properties that are not declared are carried over and reapplied to succeeding style sheets.
Default style sheets provided with AR System

The following table lists the CSS files available and their directory locations.
Table 8-1: Style sheets used in AR System Style sheet name
config.css
Description Styles for the BMC Remedy Mid Tier Configuration Tool. Selectors from version 6.0.1 are still used. You cannot specify browser or application-specific versions of this style sheet.
Default directory
C:\Program Files\AR System\ Mid-Tier\shared\config\
rwebhelp.css
Styles for BMC Remedy Mid Tier C:\Program Files\AR System\ MidTier\shared\doc\config\ Configuration Tool help. Selectors from version 6.0.1 are still used. You cannot specify browser or application-specific versions of this style sheet.
<locale>
flashboards.css
Styles specific to BMC Remedy Flashboards user customization controls. Selectors from version 6.0.1 are still used. You cannot specify browser or application-specific versions of this style sheet.
C:\Program Files\AR System\ MidTier\resources\standard\ stylesheets\
ARSystemHelp.css
Styles for dynamically generated C:\Program Files\AR System\ help created for forms and fields. MidA style sheet for help was not used in previous releases. You cannot specify browser or application-specific versions of this style sheet.
Tier\resources\standard\ stylesheets\
ARSystemAppList.css
Styles for application list fields in C:\Program Files\AR System\ MidAR System forms. In previous releases, the main style sheet was used to apply styles for application list fields.
Tier\resources\standard\ stylesheets\
144
Customizing style sheets in AR System
Style sheet name

ARSystem.css (generic)
Description Styles for AR System forms that are properly interpreted or ignored by all browsers.
Default directory
C:\Program Files\AR System\ MidTier\resources\standard\ stylesheets\
ARSystem.css (IE)
Styles that are needed specifically C:\Program Files\AR System\ Mid-Tier\resources\ie\ for Internet Explorer browsers.
stylesheets\
ARSystem.css (Mozilla)
Styles that are needed specifically C:\Program Files\AR System\ Mid-Tier\resources\moz\ for Mozilla browsers.
stylesheets\
ARSystem_ja.css
Japanese-specific styles.
C:\Program Files\AR System\ MidTier\resources\standard\ stylesheets\ C:\Program Files\AR System\ MidTier\resources\standard\ stylesheets\ C:\Program Files\AR System\ MidTier\resources\standard\ stylesheets\
ARSystem_ko.css
Korean-specific styles.
ARSystem_zh.css
Simplified Chinese styles.
Customizing style sheets in AR System

Two methods are recommended for customizing your style sheets in AR System:
!
To customize styles for all applications and forms in a mid tier, modify the system CSS files that come with AR System. By default, these files are stored in the Resources directory on your local machine. Be sure to back up the original files and make a copy of your changes when using this method. If you need to restore an original .css file, restart your mid tier to apply the restored file.
To customize styles for a specific application, add a CSS file to that application as a support file. This method is described in greater detail in the next section, Using style sheets with web applications.
Chapter 8
145
Using style sheets with web applications

In the 6.0 and later releases, you can add your own style sheet to override rules in system style sheets. A customized style sheet can change the appearance of the application in the browser, including fonts, labels, colors (inlcuding background, text, and link colors), menu styles, button styles, and trim lines. In the following example, the colors for trim link text and trim link hover text have been changed from their default values in the arsystem.css style sheet.
a.TrimLink { text-decoration:underline; color:navy; } a.TrimLink:hover { color:#cccccc;
If you want an application to include your corporate standard for colors and fonts, you can use a customized style sheet to reflect your corporate styles. The following procedure outlines how to add a customized style sheet to a web application.
" To apply a customized style sheet to a web application

1 In BMC Remedy Administrator, open the window for the application you want to
work with.
2 Open the Application Properties window (Application > Properties). 3 Click the Support Files tab.
146
Using style sheets with web applications
Figure 8-1: Resources directory in application window
4 Select the Resources Directory Structure directory. 5 Click the Create Dir button to create a set of directories using the structure shown
in the following figure. This structure mirrors the structure in the mid tier directory for system resources.
Chapter 8
147
Figure 8-2: Directory structure for customized style sheets
The standard directory is for stylesheets and other resources that work across all browsers. The ie and moz directories are for stylesheets that contain CSS rules specific to each browser and that should be applied only to that browser. Keep in mind that a CSS rule property is sometimes applied only by the browsers that support it, and is safely ignored by all other browsers. Such properties do not need to be limited to a browser-specific style sheet, which means that you might be able to reduce the number of style sheets you need to create.
6 Select a directory, and click Add Files.
The Open dialog box appears.

7 Select your custom CSS file and click Open.
The file is added to the directory selected in step 6.

8 Click the Rename button to rename this file to arsystem.css if it does not already
have this name.
148
Applying styles to AR System fields and other objects
Figure 8-3: Adding customized .css files
Customized style sheet added for an application
9 Save your changes. 10 Delete your browsers temporary (cached) files, and refresh your browser to see
the changes.
.css
11 Repeat steps 6 through 10 for each directory to which you want to customize your
files. In each directory, click the Rename button to rename each customized CSS file to arsystem.css.
12 If you need to edit a .css file later, delete the current file and add the edited one.
Delete the temporary (cached) files in your browser, and refresh the page to see the changes.

All AR System field types have associated CSS rules. You can use CSS to customize AR System field types, and apply styles to specific fields in a form.
CSS selectors and field types

The following table shows the mapping between the parts of AR System field types and CSS selectors. The numbered items in the field type illustrations correspond to the available selectors.
Chapter 8
149
Before customizing any style sheets, examine the system style sheets for the default property directions.
WARNING
System forms are laid out with absolute positioning, which means that elements do not automatically shift and resize if the window or element size changes. To prevent unwanted text clipping or other layout changes, avoid editing or adding geometric properties such as width, height, positioning, padding, font size, or font family. In addition, avoid adding properties such as overflow or z-index to elements. Limit your customizations to visual properties such as color, background color, and border color.
Table 8-2: CSS selectors used with AR System fields AR System field type Character CSS selector 1. fieldset 2. textarea.text, textarea.sr For the "display as text" option:
textarea.dat
For the read-only option:

fieldset.dfro input.text fieldset.dfro textarea.text fieldset.dfro.button.menu fieldset.dfro div.radio fieldset.dfro label fieldset.dfro span
3. label.label, . * , f0-f10 Character, 2 or more rows Same as the previous row, except: 2. textarea.text only 4. See Button, field_text.gif mid tier resource, and Diary and Text Editor pop-up. Selection, drop-down Same as Character properties, except: 2. div.selection input
input.text
4. See Button and field_menu.gif mid tier resource. Selection, radio button Same as Character properties, except: 2. div.radio 4. div.radio.input Selection, check box Same as Selection, radio button properties.
150
AR System field type Currency
CSS selector Same as Character properties, except: 2. input.currency 4, 5. See Button and field_menu.gif and field_currency.gif mid tier resources.
Currency, functional currency pop-up
1. div.DIVPopup (border only)

table.DIVPopupTitleBar
2. table.CurTable 3. td.CurSym 4. td.CurVal
Date/Time, Date, Time
Same as Character properties, except: 2. input.text 4. See Button and field_calendar.gif or field_time.gif mid tier resources.
DateTime, Date, Time pop-ups
1. div.DivPopup (border only) 2. td.DIVPopupBody 3. td.DivPopupButtons. See also Button. 4. input.text 5. tr.daysofweek 6. td.calendaron 7. td.weekday 8. td.weekend 9. See Button. spinner_down.gif and spinner_up.gif are mid tier resources.
Integer
Same as Character properties, except: 2. input.text

div.integer input
3. See Button. spinner_down.gif and spinner_up.gif are mid tier resources. Real Number Same as Character properties, except: 2. input.text only
Decimal
Same as Character properties, except:

input.decimal
Chapter 8
151
AR System field type Diary
CSS selector Same as Character properties.
Diary and Text Editor pop-up
1. body.PopupEditor 2. textarea.readonly 3. textarea.PopupEditor 4. div.PopupEditorFooter See also Button.
Button
1. a.btn
a.btn3d btn3ddown a.btn3d:hover
See http://msdn.microsoft.com/ for more information about the ID-only filter property for creating gradients. Avoid using background images for gradients in IE, due to an IE bug that sometimes queries the server when the cursor hovers over a background image. Button with URL display type Menu
a.btnurl a.btnurl:hover
1. div.MenuOuter 2. td.MenuentryName
td.MenuEntryNameHover
3. td.MenuEntryNoSub
td.MenuEntryNoSubHover
4. td.MenuEntrySub (arrow image is referenced in CSS, so it can be changed per application)

td.MenuEntrySubHover
Not shown: Scroll arrow section for long menus:

div.MenuScrollUp
Trim text
* f0-f10
If a URL is included:
a.TrimLink td.LinkCell a.TrimLink:hover
152
AR System field type Table, List View
CSS selector
1. *
divTableHdr
2. See Button. Arrow images are mid tier resources. The space around "page" is to accommodate all languages. 3. divTable Inner (Only the border is affected). 4. div.BaseTableHeader
div.BaseTableHeaderDragL div.BaseTableHeaderDragR
5. td.BaseTableCellOdd and td.BaseTableCell affect alternating rows. tr.SelPrimary td and tr.SelSecondry td affect primary and secondary + row selections. 6. div.BaseTableBar div (column divider) 7. Internet Explorer only: div.TableInner (scrollbar-rdlight-color: #ebebeb; scrollbararrow-color...} See http://msdn.microsoft.com for more information about CSS attributes. 8. div.Table.Ftr Table, Tree View 3 2 1 4 5 Horizontal Navigation 2 1 7 8 9 10 3 4 5 6 1. div.tree (Background and border of the tree) 2. div.treetitle (Specifies the font and color for nodes) 3. div.treeroot (Specifies additional styling for the root node) 4. div.treetitleselectedfocused (Specifies the styling for a selected node) 5. div.tree img (Specifies the width and height of the expand and collapse icons)
Chapter 8
153
AR System field type
CSS selector 1 .HNavBar 2 .HNavItem.leftrnd 3 .HNavItem.center 4 .HNavItem.left 5 .HNavItem.right 6 .HNavItem.rightrnd 7 .HNavSep 8 .HNavSelected 9 .HNavHover 10 .HNavDisabled
Vertical Navigation 1 2, 3 4, 5 6 7 8
1 div.VNavBar 2 div.VNavLevel1 3 div.VNavParent 4 div.VNavLevel2 5 div.VNavLeaf 6 div.VNavSelected 7 div.VNavHover 8 div.VNavSep 9 div.VNavDisabled
9 Page Field
3
1 .OuterOuterTab 2 .OuterTab, .OuterTabSelected 3 .Tab Other settings include:

.TabLeft .TabRight .TabLeftRounded .TabRightRounded
Toolbar
1 2 3 4
1. a.TBTopBarBox 2. div.TBTopBarStatus 3. div.TBTopBarStatus span 4. div.TBTopBarStatusMode1-6

10 9
5 6
5. See Button and a.searchsavechanges 6. td.TBGroup0 7. a.tbbtn.a.ttbbtn:hover 8-9. td.TBGroup1-3 10. div#ToolBar
154
AR System field type Advanced Search Bar
CSS selector 1. div.AdvancedSearchBar 2. See Button. 3. See Button and Menus.
Message boxes
1.body.PopupMsg (The image is a mid tier resource.) 2. div.PopupMsgBox (It is difficult to hide this border; the box needs to be scrollable if the text is long). 3. div.PopupMsgFooter. See also Button.
Customizing styles for fields and other objects

You can specify styles for fields and other objects in a form by creating a style for that field in the appropriate style sheet, and naming the style for the field in BMC Remedy Administrator. To use the same style for several fields, apply the same name to the properties of each field in BMC Remedy Administrator.
Chapter 8
155
" To apply a custom style

1 In the style sheet to which you want to apply the style, add the style using the
following syntax:
<styleName> { <property>: <value>; }
For example:
myRaisedBox { border-bottom-color: #e9967a; border-right-color: #e9967a; }
2 In BMC Remedy Administrator, open the form with the field to which you want to
apply the customized style.
3 Select the field and open the Field Properties window. 4 In the Custom CSS field, enter the name of the style from your style sheet. Figure 8-4: Custom CSS in Field Properties dialog box
Customized style
5 Save the form. 6 Open your browser and clear any temporary (cached) files.
156
Changing font styles 7 Display the form to verify that the style has been applied to the object.
The following examples show customized styles applied to boxes and buttons.
Figure 8-5: Customized style for box borders
Figure 8-6: Customized styles for buttons
Changing font styles

AR System uses fonts that are styled for the web using CSS class rules. These rules are applied automatically to the data or label portion of a field. The following table outlines the style rules used for AR System fonts.
Table 8-3: Style rules used with AR System fonts Font name in BMC Remedy Administrator n.a. CSS selector * (asterisk)A special rule that applies to all HTML elements, and that AR System uses to define basic font properties. f2 f3
Header (I) Header (II)
Chapter 8
157
Font name in BMC Remedy Administrator Header (III) Optional Field Required System field Edit field Push Button Radio Button Note Text Detail Text
CSS selector f4 f6 f9 f10 f1 f7 f8 f5 f0
These classes include the specifications of such CSS properties as background color and font (which includes font family, weight, style, and size.). These properties cannot be edited in BMC Remedy Administrator. For more information about these fonts, see the Getting Started guide. The default class for a fields label and text is based on its entry mode (specified in the Database tab). If a fields entry mode is Required, its default label class will be f9, in addition to label.label. In the HTML, the label tag contains class="label f9"). Otherwise, it will be f6 (optional). For system-level fields such as Request ID, the default class is f10. You can override the default class for the label/text of a field in BMC Remedy Administrator by making selections in the Color/Font tab of the Field Properties dialog box. You can override the default color (usually black) of the label/text of a field if you clear the Default Label/Text Color check box and choose a color. Doing so adds inline styles to the fields HTML code. These inline styles take precedence over the CSS rules in any linked style sheets.
WARNING
Do not increase the font size unless you also increase the size of the fields bounding box in BMC Remedy Administrator. The scaling factor is tied to font sizes, so you might end up with overlapping fields if you increase font sizes without increasing the bounding box size for the field.
158
Chapter
Saving and running searches on the web

This section describes how to save and run searches on the web. The following topics are provided:
! ! ! ! ! !
Overview (page 160) Creating and saving searches (page 161) Running a search (page 162) Loading a search (page 162) Managing saved searches (page 163) Including parameters in saved or defined searches (page 164)
Chapter 9
159
Overview
You can save searches on the web, and run them at any time by selecting searches from a toolbar menu in a form. You can also make recent searches and defined searches available in a browser. You can load each type of search criteria into a form, and update the search criteria before you execute a search. All searches can be run across multiple sessions. The Searches button is enabled only if you have specified a preference server and have the AR System Searches Preference form installed. This form pertains only to defined and saved searches on the web.
Figure 9-1: Searches menu in toolbar of a form displayed in a browser
Three types of searches are available on the web:

!
Saved searchesSearches that users can create and save for a form. These searches are saved to a system form called AR System Searches Preference. Each search is an entry in this form. You must have this form installed in your preference server to save searches on the web. If you do not have this form installed, import it using BMC Remedy Administrator. Recent searchesA list of searches that a user has executed recently. The number of recent searches is configured in the AR System User Preference form. When a user executes a new search, it is added to the list of recent searches. If the maximum number of recent searches has been reached, the oldest of the recent searches is replaced by the newest search. These searches are also saved in the Ar System Searches Preference form.
NOTE
Parameterized searches are not saved in the list of recent searches.
!
Defined searchesSearches defined by the administrator. Each defined search is associated with a specific form view, and is stored as part of the properties for that view. Saved and defined searches can include parameters. For more information, see Including parameters in saved or defined searches on page 164.
NOTE
Searches saved on the web cannot be accessed from BMC Remedy User, and searches saved in BMC Remedy User cannot be accessed on the web.
160
Creating and saving searches
Creating and saving searches

The following procedures detail how to save and run searches from a form viewed in a browser.
NOTE
You must execute a search before you can save it.
" To save a search you have created

1 Open a form in Search mode. 2 Enter the search criteria in the form fields, in the advanced search bar, or a
combination of both.
3 Click Search.
The system executes the search and displays a results list.

4 From the toolbar, choose Searches > Save Search.
The Save or Redefine Search dialog box appears.

Figure 9-2: Save or Redefine Search dialog box
5 In the Search Name field, enter a name for the search, or select one from the list of
existing saved searches.
This is the name that will appear in the saved search list. If the name you enter already exists, the search criteria under the existing name will be overwritten.
6 Click OK.
The new search will now be available in the list of saved searches.
Chapter 9
161
Running a search
" To run a saved, recent, or defined search
1 From the toolbar, choose Searches > Run My Searches, Run Recent, or Run
Defined.
Figure 9-3: Searches menu
2 From the list of searches, choose a search to run.
The system executes the search and displays a results list.

Figure 9-4: Search results
Loading a search
You can load search criteria from saved, recent, or defined searches into a form without executing the search. You can then modify the search criteria, or execute the search as it is.
162
Managing saved searches
" To load search criteria into a form

1 Open a form in Search mode. 2 From the toolbar, choose Searches > Load My Searches, Load Recent, or Load
Defined.
3 From the list of searches, choose the search you want to load into the form.
The search criteria is loaded into the form. You can execute the search by choosing Search from the toolbar, or you can modify the search criteria.
Managing saved searches

You can enable, disable, or delete existing saved searches. Disabling a search removes it from the list of searches, but keeps the search data.
" To enable or disable a search

1 From the toolbar, choose Searches > Manage My Searches.
The Manage Search dialog box appears.

Figure 9-5: Manage Search dialog box
The label for this button changes depending on the currently selected search.
Use the Delete button to delete a search.
2 Select the search you want to enable or disable, and click the Enable/Disable
button.
If a search is not yet selected in the Manage Search dialog box, the default button label of Disable is displayed. The state of the search changes to either Enabled or Disabled, depending on your action. If the search is disabled, it no longer appears in the search menu on the toolbar, but the search data is still stored in the AR System Searches Preference form.
3 Click Save to save your changes.
Chapter 9
163
" To delete a search

1 Select the search you want to delete. 2 Click Delete. 3 Click Save.
The search is deleted from the list in the Manage Searches dialog box, from the search menu, and from the AR System Searches Preference form. To restore a deleted search, you must recreate and save it.
Including parameters in saved or defined searches

You can include parameters in a saved or defined search by specifying a value in the format $<parameter>$. When a user runs a parameterized search, a dialog box opens and prompts the user to enter a specific value for the parameter. Parameterized searches are not saved in recent search menus.
Defining a search with parameters

Use the following procedure to define a search with parameters on the web.
NOTE
Parameterized searches cannot be executed in BMC Remedy User.
" To define a search with parameters

1 Open a form in BMC Remedy Administrator. 2 Choose Form > Manage Views. 3 Select a view, and click Properties. 4 Click the Defined Searches tab. 5 Enter the appropriate information in the following fields:
! !
NameThe administrator-defined name for the search. DescriptionA short description of what the search does; for example, Search for tickets by submitter. This description is displayed to the user in both BMC Remedy User and in a browser for an administrator-defined search. If a description does not exist for a search, the name will be used instead.
164
Including parameters in saved or defined searches
QualificationThe criteria to be used for the search. To specify a parameter, use the following syntax:
'<field>' <operator> "$<parameter>$"
where
! <field>
is the field on which to search. is the operator type.
! <operator>
! <parameter>
is the label for the search parameter. The label can be any string that is not a keyword.
For example, the search 'Submitter' = "$Enter Submitter$" will prompt the user to enter a submitter name.
Figure 9-6: Parameters in a defined search
6 Click OK. 7 Close the Manage Views dialog box. 8 Save the form.
Saving a search with parameters

" To save a search with parameters
1 In a browser, open a form in Search mode. 2 Enter parameters either in the fields, or by using the advanced search bar.
If the advanced search bar is not displayed, show it by choosing Advanced Searches from the toolbar.
Figure 9-7: Entering parameters in the advanced search bar
Search parameters
3 Click Search.
A dialog box appears, requesting values for the search parameters.
Chapter 9
165
BMC Remedy Action Request System 7.1.00 4 Enter the values for which you want to search, and click OK.
The system executes the search and displays the results.

5 To save the search, follow the instructions from step 4 in To save a search you
have created on page 161.
Running a defined or saved search with parameters

" To run a defined or saved search with parameters
1 Select Searches > Run Defined or Run My Searches, and select a search from the
list.
2 A dialog box appears, requesting values for the search parameters. Figure 9-8: Search parameters
3 Enter the values on which you want to search, and click OK.
The system executes the search and displays the results.
166
10
Chapter
Configuring the mid tier to run reports on the Web

This section outlines the procedures for configuring the mid tier to run reports on the web. The following topics are provided:
! ! ! ! ! ! !
Reporting on AR System data (page 168) Web reporting components (page 168) Steps required to enable web reporting (page 169) Overview of the Crystal Reports and BusinessObjects software (page 170) The ARWebReportViewer (page 171) Configuring web server settings for Crystal reports (page 172) Configuring the mid tier for Crystal reports (page 179)
NOTE
To display Crystal reports on the Web, Crystal Enterprise is required. For more information, see the compatibility matrix at http://www.bmc.com/support_home.
Chapter 10
167
Reporting on AR System data

AR System reporting tools enable users to create reports based on requests that meet search criteria specified by a user. Once a list of requests is generated, users can run a report using those requests as input. The layout and content of data in a report is determined by a report definition file, which can be created using tools in native or web AR System clients, or by using the Crystal Report Designer application. For information about how to use reporting features in BMC Remedy User, see BMC Remedy User help. The following sections describe AR System reporting using a browser, and the steps that an administrator must complete to enable web reporting.
Web reporting components

The following components work together in AR System to enable web reporting.
!
Configuration settings
! ! !
AR System Preferences (only if you are using Crystal Enterprise 10) BMC Remedy Mid Tier Configuration Tool ARWebReportViewer settings (for BusinessObjects Enterprise XI or Crystal Reports Server XI only) For more information about the ARWebReportViewer, see The ARWebReportViewer on page 171.
Reporting formsForms that are loaded automatically during AR System installation and whose entries work to define web reporting. If these forms do not appear in the Object List dialog box of BMC Remedy User after installation, they can be imported using the reportforms definition file, found in the default AR System directory (C:\Program Files\AR System\Arserver\Samples\<language>). You must also import the data in the ReportType.arx file (also found in the same directory). The four reporting forms are:
!
ReportTypeDefines the environment that supports creating, editing, and running reports on the Web ReportCreatorUsed to create or edit AR System report definition files ReportAssociates an existing report definition file with a particular form ReportSelectionEnables users to select the report they want to view
! ! !
168
Steps required to enable web reporting
Report definition filesFiles that define the layout and content of data in a report. These files are created and edited using the following tools:
! ! !
BMC Remedy User reporting tools The ReportCreator form The Crystal Report Designer application
A form containing a table or results list fieldTable and results list fields hold the data that serves as input to a report. The Open Window active linkA workflow object that opens a browser window for any form. For reporting, the Open Window active link is set up to open the ReportSelection form in a browser window.
Steps required to enable web reporting

The following steps outline the tasks that must be completed to enable web reporting.
NOTE
If you are not using Crystal reports, begin with step 4.
Step 1 To enable your users to view Crystal reports, install the AR System ODBC driver
(arodbc71.dll) on the machine you are using. The driver can be installed in any of the following ways:
!
The BMC Remedy User install program includes an option to install the AR System ODBC data source as a User DSN (data source name). For more information, see the Installing guide. The BMC Remedy Mid Tier install program silently installs the AR System ODBC data source as a System DSN. The BMC Remedy ARWebReportViewer silently installs the AR System ODBC data source as a System DSN.
Step 2 For AR System on UNIX using Crystal Enterprise 10: Use the UNIX Web Connector
component that comes with Crystal Enterprise 10 to connect to the UNIX mid tier. For more information, see Appendix A, Installing and configuring Crystal Web Connector on UNIX platforms, on page 219.
Step 3 If you are using BusinessObjects Enterprise XI, Crystal Reports Server XI, or
Crystal Enterprise 10, configure the following options and settings:

! ! !
Web server settings (See page 172.) Configuration options (See page 179.) BMC Remedy User preferencesfor Crystal Enterprise 10 only (See BMC Remedy User Help.)
Chapter 10
169
For information about configuration, see Configuring the mid tier for Crystal reports on page 179.
Step 4 Define the environment you are using to create, edit, and run reports on the Web
with entries to the ReportType form. (See Using the ReportType form on page 186.)
Step 5 Make the ReportCreator and ReportSelection forms available to users on the Web.
Views of these forms are automatically saved with the locale of en_US. If you need a view of the form in another locale, open the view of the form on a machine set to the locale you require, and save it.
Step 6 Create a report definition file using BMC Remedy User reporting tools, the
ReportCreator form, or the Crystal Report Designer application, and make the report available for selection on the Web.
!
For information about creating or editing a report using BMC Remedy User reporting tools, see BMC Remedy User help. For information about creating or editing a report using the ReportCreator form, see Using the ReportCreator form on page 191. For information about Report form entries, see Report form entries on page 198.
Step 7 Define a table or results list field on a form to hold the data that serves as input for
a report. See Reporting using table fields and results list fields on page 203. report on the Web on page 200.)
Step 8 Generate an AR System or Crystal report through a browser. (See Running a
The remaining topics in this section pertain specifically to Crystal reports. If you are not using Crystal reports, see the sectionCreating reports for the Web for information about creating, displaying, and exporting reports.
Overview of the Crystal Reports and BusinessObjects software

To run reports on the web, you can use any of the following products:
! ! !
Crystal Enterprise 10 BusinessObjects Enterprise XI, which is managed Crystal Reports Server XI, which is unmanaged
A managed version caches reports on the Crystal Reports Management server (not the local disk), enabling you to have more control over reporting. It also enables you to schedule reports. With an unmanaged version, you can view reports on the ARWebReportViewer machine.
170
The ARWebReportViewer
Crystal Enterprise 10 is URL-based, and BusinessObjects Enterprise XI and Crystal Reports Server XI are Java-based. (For BusinessObjects Enterprise XI and Crystal Reports Server XI, Java APIs are used [it is not a pure Java based solution.]) Because of these differences, one version might require different configuration or setup steps. These differences are noted throughout this chapter.
The ARWebReportViewer
If you are running BusinessObjects Enterprise XI or Crystal Reports Server XI separately from the mid tier, you must use the ARWebReportViewer to enable users to view Crystal reports with the mid tier. For more information, see To configure the ARWebReportViewer separately on page 181. When you install the mid tier on a Windows machine, you are given the option to install the ARWebReportViewer with the mid tier. Or, you can install it separately. For more information, see WindowsInstalling BMC Remedy Mid Tier and Tomcat on page 41 and Installing ARWebReportViewer separately on page 50.
http://<ARWebReportViewer_host>/arreports/shared/config/configreport.jsp.
After the ARWebReportViewer is installed, you can access it at
Figure 10-1: Report Settings page
ARWebReportViewer is similar to the Mid Tier Configuration Tool, but ARWebReportViewer has three links:
!
Report Settings, which is discussed in To configure the ARWebReportViewer separately on page 181. Log Settings, which is discussed in Log settings on page 85. Change Password, which is discussed in Change password on page 88.
! !
Chapter 10
171
Configuring web server settings for Crystal reports

Web server settings for Crystal reports are configured differently depending on the version you are using:
! ! !
Crystal Enterprise 10 on page 172 BusinessObjects Enterprise XI (Managed) on page 178 Crystal Reports Server XI (Unmanaged) on page 178
Crystal Enterprise 10
Web server settings are required if a user wants to view reports created with the Crystal Report Designer application on the Web. To run Crystal Enterprise 10 with AR System you must configure a virtual directory, arreports, that points to the report directory on your mid tier. The following procedures describe how to do this for IIS and Sun One. To set up a remote mid tier that communicates with Crystal Enterprise 10, see Setting up a remote mid tier for Crystal Enterprise 10 on page 177.
" To configure a virtual directory for an IIS web server

1 Go to the Windows Control Panel, open Administrative tools, and double-click
Internet Services Manager.
The Internet Information Services window appears.

Figure 10-2: Internet Information Services window
172
Configuring web server settings for Crystal reports 2 In the Internet Information Services window, select Default Web Site from the
hierarchy.
3 From the Action menu, choose New > Virtual Directory to start the Virtual
Directory Creation Wizard.
Figure 10-3: Starting the Virtual Directory Creation Wizard
4 Click Next. Figure 10-4: Naming the Virtual Directory
Chapter 10
173
BMC Remedy Action Request System 7.1.00 5 On the Virtual Directory Alias screen, enter arreports in the Alias field, and then
click Next.
Figure 10-5: Specifying the Content Directory
6 When specifying the Web Site Content Directory, enter the mid tier report
directory.
Figure 10-6: Specifying Access Permissions
7 On the Access Permissions screen, select all the check boxes except Execute, and
then click Next.
174
Configuring web server settings for Crystal reports 8 To complete the task, click Finish.
A new virtual directory called arreports appears as a sub-item in the Default Web Site hierarchical list.
Figure 10-7: Virtual directory arreports in Default Web Site hierarchy
" To configure a virtual directory on a Sun One web server

1 Create the directory cgi-bin under the web servers document root:
C:\SunONE\Servers\docs\cgi-bin
2 Configure the web server to enable CGI for this cgi-bin directory.
See your web server documentation for instructions.

3 Copy the wcscgi.exe file from the Crystal Enterprise installation directory (C:\Program
Files\Crystal Decisions\win32_x86\wcscgi.exe)
to the cgi-bin directory.
4 Test the configuration by trying to view the sample web reports that are installed
with Crystal Enterprise. These samples are accessed from the Windows Start menu option for Crystal Enterprise.
5 Open the Sun One web server settings in a browser. 6 Click the Java tab on the settings page. 7 On the Java web page, click the Default Class List link, and then click the Programs
tab.
Chapter 10
175
BMC Remedy Action Request System 7.1.00 8 On the Programs tab, click the CGI File Type link.
The CGI as a File Type page appears.

Figure 10-8: CGI File Type
9 Select Yes to activate CGI as a file type. 10 Click the CGI Directory link.
The CGI Directory Add Another CGI Directory page appears.

Figure 10-9: CGI Directory
11 In the URL prefix field, enter cgi-bin. 12 In the CGI directory field, enter <web_server_root>\cgi-bin. For example, for a web
server located at C:\SunONE, the C:\SunONE\Servers\docs\cgi-bin.
value of the CGI directory field would be
176
Configuring web server settings for Crystal reports 13 Click the Content Mgmt tab, and then click the Additional Document Directories
link.
The Additional Document Directories Add Another Directory page appears.

Figure 10-10: Content Management tab
14 In the URL prefix field, enter arreports. 15 In the Map To Directory field, specify the path to the mid tier report directory. 16 Click OK.
Setting up a remote mid tier for Crystal Enterprise 10

If you want to set up a remote mid tier that communications with Crystal Enterprise 10, complete the following steps after you set up a virtual directory.
" To set up a remote mid tier for Crystal Enterprise 10

1 Install Crystal Enterprise 10 on a machine (Machine A). 2 For IIS only, add the arreports property to the IIS default website and set the local
path (in Properties window of arreports) to read similar to C:\crystalTest\reports.
3 Share the crystalTest directory, and give full control to everyone.
In the Properties window, click the Sharing tab. Then, click the Permissions button, and select Everyone (Full Control). On IIS, if you are running the IIS server on a local account, IIS has its own security, which might prevent you from creating folders in the shared directory. To work around this issue, you must run the service as a user who has permission to create folders in the shared directory.
4 Install the mid tier on another machine (Machine B), and map a drive to Machine
As crystalTest folder.
Chapter 10
177
BMC Remedy Action Request System 7.1.00 5 Using the Mid Tier Configuration Tool, set the following Report Settings:
! !
Crystal Enterprise 10 Locationhttp://<machine_B's_host_name>: <port> Reporting Working DirectorySpecify the mapped directory (for example, Y:\reports).
6 Run the report.
BusinessObjects Enterprise XI (Managed)

To configure Crystal web settings for BusinessObjects Enterprise XI (Managed), simply complete the following steps:
!
Make sure all services are running and enabled in the BusinessObjects Central Configuration Manager. If you have already run reports through the mid tier, verify the reports are published properly. To view a list of the published reports, open the ARReports folder in the Central Management Console. The Central Management Console is at http://<host_server>/businessobjects/ enterprise11/admin/<locale>/admin.cwr.
NOTE
If you are using BusinessObjects Enterprise XI, make sure that the C:/WINNT/Temp folder has the permissions for the user that the web server runs as because reports are copied to this folder before they are published to the CMS.
Crystal Reports Server XI (Unmanaged)

To configure Crystal web settings for Crystal Reports Server XI (Unmanaged), simply complete the following steps:
!
Make sure all services are running and enabled in the BusinessObjects Central Configuration Manager. Configure the Report Application Server service as described in the following procedure.
NOTE
If you are using Crystal Reports Server XI, make sure that the C:/WINNT/Temp folder has the permissions for the user that the web server runs as because reports are copied to this folder before they are published to the CMS.
" To configure the Report Application Server service

1 Stop the Report Application Server service. 2 Open the Properties dialog box for the service. 3 Click the Parameters tab. 4 Choose Server from the Option Type menu list. 178 Installing and Administering BMC Remedy Mid Tier
Configuring the mid tier for Crystal reports 5 In the Report Directory field, enter the complete path to the directory where the
reports reside (in the mid tier installation directory or in the ARWebReportViewer installation directory).
6 Click OK. 7 Start the Report Application Server service.
Configuring the mid tier for Crystal reports

To run reports, you have several options in the BMC Remedy Mid Tier Configuration Tool:
!
No report engine (Run only AR System native reports and not Crystal reports) If you choose this option, you do not need to modify the Report Settings page of the BMC Remedy Mid Tier Configuration Tool, as described in the following procedures, which are used for the other Reporting options.
Run reports using Crystal 10 Enterprise. See To configure the mid tier separately on page 180. Run reports using Business Objects Enterprise XI or Crystal Reports Server XI on the same machine as the mid tier. See To configure the mid tier and ARWebReportViewer as one application on the same machine on page 182.
Run reports using Business Objects Enterprise XI or Crystal Reports Server XI on a different machine that does not have a mid tier. See To configure the mid tier separately on page 180 and To configure the ARWebReportViewer separately on page 181. If you choose this option, you must have ARWebReportViewer installed on the machine where the CMS is installed. To install ARWebReportViewer separately, see Installing ARWebReportViewer separately on page 50.
Run reports using Business Objects Enterprise XI or Crystal Reports Server XI on a different machine that has a mid tier. Make sure that the different machine has followed the steps for a combined installation. See To configure the mid tier and ARWebReportViewer as one application on the same machine on page 182. For the current mid tier, point the Business Objects Enterprise XI or Crystal Reports Server XI location to the different machines web server. See To configure the mid tier separately on page 180.
Following are the instructions to configure these combinations.
Chapter 10
179
" To configure the mid tier separately

1 Log in to the Mid Tier Configuration Tool (http://<midtier_host>/arsys/shared/config/
config.jsp).
2 Click the Report Settings link. Figure 10-11: Report Settings page
3 Enter values in the following fields:

!
Crystal/BO Report Engine DeploymentSpecify how you are deploying your report engine. The options are:
! ! ! !
No Report Engine (You are using AR System reports only.) Crystal Enterprise 10 BOXI/Crystal Reports Server XI on a different machine without a mid tier BOXI/Crystal Reports Server XI on a different machine with a mid tier
Reporting Working DirectorySpecify a directory where the Crystal Reports Management server will look for report definition files. If this is not under the web servers root document directory, you must configure your web server with a virtual directory to point to this directory. For more information, see Configuring web server settings for Crystal reports on page 172. Crystal Enterprise 10 LocationEnter the appropriate information as discussed in the following bullets. Leave this field empty is you are not using Crystal Enterprise 10.
!
For IIS web servers serving Crystal Web is IIS, specify the <host_name> of the Crystal Reports server.
http://<host_name>
180
For Sun One 6.1 web servers serving Crystal Web, specify the CGI path to the Crystal Web component server as:
!
BOXI/Crystal Reports Server XI LocationEnter the <host_name> of BusinessObjects Enterprise XI or Crystal Reports Server XI. Leave this field empty if you are not using either of these versions. Specify the <host_name> of the web server machine where BusinessObjects Enterprise XI or Crystal Reports Server XI is installed.
http://<host_name>
" To configure the ARWebReportViewer separately

1 Log in to the ARWebReportViewer Configuration Tool (http://
<ARWebReportViewer_host>/arreports/shared/config/configreport.jsp).
2 Click the Report Settings link. Figure 10-12: Report Settings page
Chapter 10
181
BMC Remedy Action Request System 7.1.00 3 In the Reporting Working Directory field, specify a directory where the Crystal
Reports Management server will look for report definition files.
If this is not under the web servers root document directory, you must configure your web server with a virtual directory to point to this directory. For more information, see Configuring web server settings for Crystal reports on page 172.
4 In the BO Central Management Server Details section, complete the following
fields:
!
CMS Machine NameEnter the host name of the machine where the local Crystal Reports Management server resides. Do not include the port number. CMS Machine Connection DetailsSelect one of the following options:
! !
BusinessObjects Enterprise XI (Managed) Crystal Reports Server XI (Unmanaged).
5 If you selected BusinessObjects Enterprise XI, enter information for the following
fields:
!
6 If you selected Crystal Reports Server XI, enter information for the following field:
" To configure the mid tier and ARWebReportViewer as one application on the
same machine
1 Log in to the Mid Tier Configuration Tool (http://<midtier_host>/arsys/shared/config/
config.jsp).
2 Click the Report Settings link.
182
Figure 10-13: Report Settings page
3 Enter values in the following fields:

!
Crystal/BO Report Engine DeploymentSelect one of the following options:

! ! ! ! !
No Report Engine (You are using AR System reports only.) Crystal Enterprise 10 BOXI/Crystal Reports Server XI on this machine BOXI/Crystal Reports Server XI on a different machine without a Midtier BOXI/Crystal Reports Server XI on a different machine with Midtier
Reporting Working DirectorySpecify a directory where the Crystal Reports Management server will look for report definition files. If this is not under the web servers root document directory, you must configure your web server with a virtual directory to point to this directory. For more information, see Configuring web server settings for Crystal reports on page 172. Crystal Enterprise 10 LocationEnter the appropriate information as discussed in the following bullets. Leave this field empty is you are not using Crystal Enterprise 10.
!
For IIS web servers serving Crystal Web is IIS, specify the <host_name> of the Crystal Reports server.
http://<host_name>
Chapter 10
183
!
BOXI/Crystal Reports Server XI LocationEnter the <host_name> of BusinessObjects Enterprise XI or Crystal Reports Server XI. Leave this field empty if you are not using either of these versions. Specify the <host_name> of the Crystal Reports Management server.
http://<host_name>
4 In the BO Central Management Server Details section, complete the following
fields:
!
CMS Machine NameEnter the host name of the machine where the local Crystal Reports Management server resides. Do not include the port number. CMS Machine Connection DetailsSelect one of the following options:
! !
BusinessObjects Enterprise XI (Managed) Crystal Reports Server XI (Unmanaged).
5 If you selected BusinessObjects Enterprise XI, enter information for the following
fields:
!
6 If you selected Crystal Reports Server XI, enter information for the following field:
184
11
Chapter
Creating reports for the Web
Reporting features in AR System enable users to create, edit, and produce professional reporting documents. The following topics are provided:
! ! ! ! ! ! !
Using the ReportType form (page 186) Creating report definition files (page 190) Using the ReportCreator form (page 191) Using the Report form (page 198) Running a report on the Web (page 200) Backward compatibility (page 211) Crystal Reports tips for the Web (page 212)
NOTE
To display Crystal reports on the Web, Crystal Enterprise is required. For more information, see the compatibility matrix at http://www.bmc.com/support_home.
Chapter 11
185
Using the ReportType form

The ReportType form defines the environment that supports creating, editing, and running reports on the Web. Report types are defined in the ReportType form. Four types of reports are available:
! !
AR System Crystal
You can create your own report type entries, but they should follow the syntax described in Table 11-1 on page 187. Only administrators can submit or modify entries to the ReportType form.
NOTE
The recommended entries for AR System and Crystal report types are loaded automatically during AR System installation. Open the ReportType form in BMC Remedy User in Search mode to see these entries. Use the following procedure to define a new report type.
" To define a report type

1 Open the ReportType form in New mode.
http://<host>/<contextpath>/forms/<servername>/ReportType
Figure 11-1: ReportType form
186
Using the ReportType form 2 In the Report Type field, enter a name for the supporting report engine.
You cannot use the following names as names for your report types:
! !
AR System Crystal
These names are already used by the AR System and would violate a unique index that has already been defined.
3 In the Query Converter Class field, enter the name of the Java class that converts
an AR System query string into a query string format recognized in the web reporting interface.
must also use this interface when writing your own query converter for other webbased report engines. You can find the CrystalQueryConverter and queryConverter_ReadMe.txt file in the <mid_tier_install_dir>\samples directory. The queryConverter_ReadMe.txt file provides a guide for creating your own query converter class.
4 In the Query Override Capability field, select Yes or No.
AR System uses the com.remedy.arsys.reporting.CrystalQueryConverter to implement the ReportQueryConverter interface that converts queries to the Crystal report engine. You
Selecting Yes gives this report type permission to override a query stored in a report. A No selection denies this permission. This field also is displayed on the ReportSelection form, with the selected value.
5 For the Run Command, Edit Command, and Create Command fields, enter the
URLs that are used to connect a report to the report engine.

! !
The Run command begins processing of the selected report. The Edit and Create commands enable modifying and creating of reports on the web.
The keyword portion of the URL corresponds to parameters that are passed to the web reporting environment. The following table lists allowable URL keywords that can be used to build the Run, Edit, and Create commands. These keywords listed are for reporting purposes only. They are not AR System keywords. The recommended Run Command is a single-line entry with no spaces. (The Edit and Create commands are no longer supported.)
Table 11-1: Run, edit, and create URL keywords and descriptions Keyword
$ARSERVER$ $ARAUTHENTICATION$ $CRTLOC$
Description AR System server name for report data. Authentication string used by the user. Location of any version of Crystal Reports. The mid tier searches for version 10 first. If it does not find it, it searches for BusinessObjects Enterprise XI. This path is stored on the Report Settings page of the BMC Remedy Mid Tier Configuration Tool. Chapter 11 Creating reports for the Web 187
Table 11-1: Run, edit, and create URL keywords and descriptions Keyword
$CRTXILOC$
Description Location of BusinessObjects Enterprise XI. This path is stored on the Report Settings page of the BMC Remedy Mid Tier Configuration Tool.
$USR$ $PWD$ $RPTAPP$ $RPTENC$ $RPTOP$ $RPTFORM$ $RPTSVR$ $RPTNAME$ $RPTLOC$ $RPTFILE$ $RPTQUERY$ $RPTQOVR$ $RPTVIEW$ $RPTVIEWEXT$ $CRTSVR$ $CRTPORT$ $CRTVWR$ $LOC$ $TIMEZONE$ $LANGUAGE$ $COUNTRY$ $UPRPTSVR$ $RPTCHARSET$ $RPTDEST$
User name. Users password. Application that the form belongs to. HTML charset encoding. Operations (Run, Edit, Create). Form the report is being run against. Name of the server where the form is located. Name of the report. Report location relative to the base directory for reports as indicated in the BMC Remedy Mid Tier Configuration Tool. The report on the web server. An absolute pointer to where the report file is found. Query string. Query override. View that the report is being run against. Extension to view. Crystal Web server. This is usually the same as the BMC Remedy Mid Tier server web host. Crystal Web server port. Crystal report viewer. Locale used for generating locale-specific prompts, labels, and formatting data. Time zone to use for generating date and time strings; for example, PST. Language to use for formatting data. Country where the language is spoken. AR System server that is specified in the user preferences as the Report Server. The character set to be applied to the report. The selected destination for the report; for example, File or Screen.
188
Using the ReportType form
The following entries are recommended for the Run Command, Edit Command, and Create Command fields for the AR System and Crystal report types. The recommended entries for AR System and Crystal report types are loaded automatically during AR System installation.
!
Native AR System Reports

!
Report TypeAR System By default, the Report Type is AR System, but you can enter any name. Query Converter Class<leave blank> Query Override CapabilityYes Run Command/servlet/
NativeReportServlet?O=$RPTOP$&U=$USR$&P=$PWD$&Q=$RPTQUERY$&QR=$RPTQOVR$&S=$RPTSVR$ &F=$RPTFORM$&VW=$RPTVIEW$&VWEXT=$RPTVIEWEXT$&APP=$RPTAPP$&R=$RPTNAME$&RF=$RPTFILE$ &LOC=$LOC$&TZ=$TIMEZONE$&LNG=$LANGUAGE$&CTRY=$COUNTRY$&enc=$RPTENC$&RPTCHARSET=USE SERVER&RPTDEST=FILE
! ! !
! ! !
Edit Command<leave blank> Create Command<leave blank> Report TypeCrystal By default, the Report Type is Crystal, but you can enter any name. Query Converter Classcom.remedy.arsys.reporting.CrystalQueryConverter Query Override CapabilityNo Run CommandCrystal10URL=$CRTLOC$/arreports/
$RPTLOC$?init=$CRTVWR$&User0=$USR$;ARServer=$ARSERVER$;ARAuthentication=$ARAUTHENT ICATION$;ARReportLocale=$LOC$;ARVUIType=1&Password0=$PWD$&SF=$RPTQUERY$ BORemoteAPPURL=$CRTXILOC$/arreports/ $RPTLOC$?init=$CRTVWR$&User0=$USR$;ARServer=$ARSERVER$;ARAuthentication=$ARAUTHENT ICATION$;ARReportLocale=$LOC$;ARVUIType=1&Password0=$PWD$&SF=$RPTQUERY$ BOCurrentMidtierURL=$CRTXILOC$/arsys/ $RPTLOC$?init=$CRTVWR$&User0=$USR$;ARServer=$ARSERVER$;ARAuthentication=$ARAUTHENT ICATION$;ARReportLocale=$LOC$;ARVUIType=1&Password0=$PWD$&SF=$RPTQUERY$ BORemoteMidtierURL=$CRTXILOC$/arsys/ $RPTLOC$?init=$CRTVWR$&User0=$USR$;ARServer=$ARSERVER$;ARAuthentication=$ARAUTHENT ICATION$;ARReportLocale=$LOC$;ARVUIType=1&Password0=$PWD$&SF=$RPTQUERY$
Crystal Reports
!
! ! !
Chapter 11
189
The $RPTLOC$ parameter refers to a report file location relative to the directory specified as the Reporting Working Directory in the Mid Tier Configuration Tool. See Configuring the mid tier for Crystal reports on page 179 for information about configuration tool options. If the directory specified in the Mid Tier Configuration Tool is not the web servers document root, you must include the web servers path to the configured directory before the $RPTLOC$. In this example, arreports is a virtual directory configured on the web server to point to the parent of $RPTLOC$.
! !
Edit Command<leave blank> Create Command<leave blank>
Creating report definition files

Report definition files define the layout and content of data on a report. You create them using the following design tools:
! ! !
BMC Remedy User reporting tools ReportCreator form on the Web Crystal Report Designer application
For information about creating a report definition file in BMC Remedy User, see BMC Remedy User help.
AR System reports
You can create AR System reports on the Web using the ReportCreator form. Reports created using the ReportCeator form automatically create an entry to the Report form when submitted. For information about creating and editing AR System reports using BMC Remedy User reporting tools, see BMC Remedy User help.
Crystal reports
Crystal reports are created using the Crystal Report Designer application, which is a Windows application that BusinessObjects sells separately. Report definition files created using the Crystal Report Designer application are saved with the file extension .rpt. Once saved, the definition files can then be made available for web reporting with an entry to the Report form. Additional Crystal Web-related settings that might need to be configured depending on the web server installed. See Configuring web server settings for Crystal reports on page 172 for more information.
190
Using the ReportCreator form
IMPORTANT
To prevent user names and passwords from being embedded in data from Crystal Reports 10, modify your System DSNs to remove the user name and password. For more information, see Establishing a system data source name (DSN) for Crystal reports on page 212 and ODBC driver configuration for Crystal reports on page 213. Additionally, when saving, select the Save Without Data option and deselect the Report Refresh on Open option to prevent the original data from being displayed each time a report is displayed.
NOTE
If you run a report from the Web that contains a subreport, Crystal Enterprise 10 prompts you for user credentials for the subreport. If form fields are modified, especially fields on which a Crystal report is reporting, then you must update the Crystal report; otherwise, you will receive the following error message: Error detected by database DLL. [On Report Server: <server_name>].
" To update a Crystal report

1 Open the report in Crystal Designer. 2 Choose Database > Verify Database.
If the report is up-to-date, a message appears to notify you. If it is not up-to-date, a message appears stating, The database file <file_name> has changed. Proceed to fix up the report?
3 Click Yes. 4 Map your report fields to the updated report. 5 Save the report and reattach it to the corresponding entry in the Report form.

When you create a report definition file from the Web, a Report form entry is automatically created when a user clicks the Save button on the ReportCreator form, making the report available on the Web. When users open the ReportCreator form to create or edit reports, the Form Name field is filled automatically only if no aliases are specified for the form that opens the Report Selection window. The data dictionary menu attached to the Form Name field displays Plural request aliases of forms (or form names if there are no aliases). As workflow has no access to the Plural request alias, the Form Name field cannot be populated. The following figure displays the ReportCreator form with sample entries for creating a report definition file for a report called Sample: ClassList.
Chapter 11
191
Figure 11-2: ReportCreator form
Creating a report definition file

Users can create reports on the Web using the ReportCreator form. This form can be accessed in either of two ways:
!
From the ReportSelection form, by selecting a report type from the Create Type menu, then clicking the Create button. For information about accessing the ReportSelection form directly from a browser, see Accessing the ReportSelection form directly through a browser on page 200. By accessing the ReportCreator form directly with a URL.
NOTE
To be sure that reports can be saved, the permissions for the ReportCreator form must be Visible for the Public group (the default).
" To create report definition files using the ReportCreator form

1 Do either of the following actions:
!
In the Create Report section of the ReportSelection form, select AR System from the Create Type list, and then click Create. Enter the following URL:
http://<host_name>/arsys/forms/<server_name>/ReportCreator
192
The arsys within the URL assumes that you used the installer-supplied Web Application context path of /arsys/. If you used a different context path, change arsys to the name you specified. The ReportCreator form opens in New mode.
2 In the Report Name field, enter a unique, locale-specific name for the report; for
example, MyReport-en. format of the report:

! !
3 From the Report Format drop-down list, select one of the following choices for the
RecordDisplays each field of the request on a separate line. ColumnDisplays each field as a column heading, and displays information from each request in a separate row. CompressedCompresses the information with commas, white space, or any other specified character between the columns. On the Web, the compressed format is viewed in a column format.
4 In the Server name field, enter the name of the server where the form being
reported on is located.
<language_country>
5 In the Locale field, enter the locale of the report in the following format:
For a list of standard choices for this field, open the Manage Views dialog box in BMC Remedy Administrator. Only the language portion should be entered, allowing for all country variations of a language. For example, an entry of fr would include all country variations of French.
6 In the Form Name field, click the menu button to select the form from which data
is being reported on.
7 In the Report Set field, enter a locale-independent description for the report.
The Report Set field is used to identify locale variants of the same report. The combination of Report Set and Locale must be unique.
8 Update each of the ReportCreator form tabs as described in the following sections.
Entries that are specific to Windows reports are identified in each of the tabs. Those settings are ignored for Web reports.
Fields tab
In the Fields tab, define the fields on the form from which data is being reported to be included in the report.
" To specify fields to be included in a report

1 In the Field field, click the menu button to select which fields on the specified form
will be displayed on the report.
2 In the Label field, enter the field name as you want it displayed on the report. 3 In the Field to Add Before/After field, select a field to use as a reference when
clicking the Add After or Add Before buttons.
Chapter 11
193
BMC Remedy Action Request System 7.1.00 4 Click Add Before or Add After to set the positioning of fields in a report, with
reference to the Field to Add Before/After field.
5 Click Modify to update the selected field label or width specification. 6 Click Remove to remove a selected field. 7 Click Remove All to remove all selections from the field list.
Sorting tab
In the Sorting tab, select fields to sort on and set the sort order and grouping for each field for the report. You can select up to five fields for sorting.
" To specify sorting criteria

1 From the first Field Name list, select the field on which you want to sort. 2 Select Ascending or Descending Sort Order for the selected field. 3 To group by a field, select the Group check box for the selected field. 4 Repeat steps 1 through 3 for the other fields on which you want to sort.
Statistics tab
In the Statistics tab, define expressions that will calculate statistics for the requests contained in the report. Use the Statistics tab to specify what type of statistics to include.
" To include statistics in a report

1 From the Operation field, select the appropriate operation:
! ! ! ! !
CountTallies the number of requests. SumAdds up specified fields or the arithmetic relationship among fields. AverageCalculates the average of specified fields. MinimumCalculates the minimum value for a specified field. MaximumCalculates the maximum value for a specified field.
Except for Count, these operations can be applied only to numeric and date/time fields. Each operation can apply to the whole report, or to a group of requests in a report. Groups are defined in the Sorting tab.
194
Using the ReportCreator form 2 From the Expression field, select a field from the menu list to include as part of a
statistic.
An expression is required for all statistical operations except Count. Whether you include an expression for a Count operation depends on how you want rows with null values to be counted. If you are defining a Count operation that includes an expression, only rows with a value that is not null for the specified expression are counted when the report is run. If you are defining a Count operation that does not include an expression, all rows returned are counted, including those with null values. The menu list displays all numeric or date fields in the form. Expressions can include any of the following values:
! ! ! !
Numeric fields Date fields Status history fields Keywords The most commonly used keywords are $DATE$, $NULL$, $TIME$, $TIMESTAMP$, $USER$, and $WEEKDAY$. Keywords are case-sensitive and must be entered in all capital letters. For a complete list of AR System keywords, see the Workflow Objects guide.
NOTE
For reports to run properly on the Web, you must add a backslash to the keyword in the Expression field, for example, $\TIMESTAMP$.
!
Numbers You can type numbers directly into the Expression field, for example, 5.25, 33, and so on.
Arithmetic operators (+, -, *, /, and %) You can type arithmetic operators directly into the Expression field, similar to the way they are entered in the advanced search bar.
3 In the Label field, type the label to identify a statistic on the report.
You can use text, keywords, or field values, and enter as many as 128 characters. To use keywords for the Label field, click the menu list and select the appropriate keyword. Include one of the following results formats:
%* % %#% %:%
Default format Numerical format (total number of seconds) Time format (hh:mm:ss; hours, minutes, and seconds)
On the report, the statistic will appear inside the label. For example, a label created as Statistical result is %#% days will appear on the report as Statistical result is 123 days.
Chapter 11
195
You can also include any of the following control characters in a label field:
\b \n \t \\ \<nnn>
Backspace Return Tab Backslash ASCII character
1 From the Compute On field, select the scope of a statistic.
You can determine whether a statistic is calculated for the entire report, or for defined groups within the report by selecting the appropriate setting in the Compute On field.
!
ReportCalculates the statistic for all entries in the report. The statistic appears at the end of the report. <Group level>Calculates a statistic for groups defined in the Sorting tab. The statistic appears below each group.
2 In the Layout field, for the Windows platform only, specify how you want the
results to be displayed in the report by choosing one of the following options:

! ! !
SingleDisplays all the statistical results on one line. MultipleDisplays each statistical result on its own line. ColumnDisplays the result for each value at the bottom of the column of the field specified in the Expression field. Column is valid only for a columnformatted report.
The Layout field setting works with the Compute On setting to determine where a statistic appears on a report.
Page Setup tab

In the Page Setup tab, specify the page configuration information. Sections indicated by (windows) can be ignored. In the General section:
1 Enter the name of the report in the Title field. The report title appears at the top of
the report.
2 Enter text in the Header field. The header appears at the top of every page. 3 Enter text in the Footer field. The footer appears at the bottom of every page.
To use keywords for the Title, Header, and Footer fields, click the menu list and select the appropriate keyword. The data in the Title, Header, and Footer fields must be a single line. Embedded carriage returns are not allowed.
196
Qualification tab
In the Qualification tab, specify which records to include in a report. If a report is run from a results list, any qualifications defined in this tab are ignored. For information about building qualifications, see the Workflow Objects guide.
Description tab
In the Description tab, enter a description of the report. This field provides a helpful summary to your users.
Permissions tab
In the Permissions tab, use the Assignee Groups field to define who has access to a report. If the server is configured to allow multiple groups in the Assignee Group field, then this field will allow multiple groups to be specified, separating each group with a single space. If the server is not configured to allow multiple groups, then only one group can be specified in this field. Leaving the Assignee Groups field blank allows only the submitter to view the report. Specifying Public allows anyone to view the report.
Administration tab
In the Administration tab of the Report Creator form, enter the user name of the person who is creating the report, and define the status of the report. The fields on this tab are required.
1 In the Submitter field, enter the name of the user creating the report. 2 In the Status field, select one of the following options:
! ! !
ActiveMakes the report available for selection in the ReportSelection form. InactiveIndicates a submission that is no longer active. PendingIndicates a submission that is being reviewed.
If Inactive or Pending is selected, the report will not appear for selection in the ReportSelection form, unless the current user is the submitter of the report.
Saving report definition files

To save a report definition file, click the Save button in the ReportCreator form toolbar. This action automatically creates an entry for the new report definition file in the Report form, and makes it available for selection in the ReportSelection form.
Chapter 11
197
Editing report definition files

To edit an AR System report using the ReportCreator form, perform one of the following steps:
! !
Select a report in the ReportSelection form, and click Edit. Use the New Search and Search buttons on the ReportCreator form toolbar to search for ReportCreator form entries. Results of the search are appear in the results list. A user can then select an entry to edit from the results list.
Using the Report form

The Report form associates an existing report definition file with a particular form. Attaching a report definition file to a Report form entry makes a report available for web reporting in the ReportSelection form. The Report form also provides the mechanism by which permissions to run a report are granted to specified groups.
IMPORTANT
If your server is a Unicode server, you cannot create a record in the Report form by attaching an .arr file created in BMC Remedy User. Any file created in BMC Remedy User will be incompatible because it does not support Unicode. Instead, use the ReportCreator form to create reports on a Unicode server.
Report form entries

Report definition files that are created using the ReportCreator form automatically have entries created in the Report form for them. Report definition files created using BMC Remedy User reporting tools, or the Crystal Report Designer application, need their own entries in the Report form to make them available for web reporting. For information about creating an entry in the Report form in BMC Remedy User, see BMC Remedy User Help.
198
Using the Report form
Figure 11-3 shows the Report form with a sample entry for a report called Sample:ClassList.
Figure 11-3: Report form
Deleting report definition files

Use the following procedures to delete report definition files on the Web. For instructions on removing report definition files in BMC Remedy User, see BMC Remedy User Help.
" To delete a report definition file

1 Open the Report form on the Web. 2 Run a search to list all Report form entries. 3 Select the entry you want to delete from the results list. 4 Click Delete.
NOTE
To make a report unavailable without deleting it, select Inactive in the Status field on the Report form for the report entry. You can make the report available again later by changing the status back to Active.
Chapter 11
199
Running a report on the Web

Users can open the ReportSelection form on the Web using any of the following methods:
! !
Accessing the ReportSelection form directly through a browser Clicking the Report button at the bottom portion of a table or results list field, and opening the ReportSelection form Creating an Open Window active link, and attaching it to a workflow trigger, such as a button field
These methods are discussed in the following sections.
Accessing the ReportSelection form directly through a browser

The ReportSelection form must be made available to users on the Web to enable web reporting. If the default directory was selected during installation of the mid tier, then the following URL can be used to access the ReportSelection form:
http://<host_name>/arsys/forms/<server_name>/ReportSelection
NOTE
The arsys within the URL assumes that you used the installer-supplied Web Application context path of /arsys/. If you used a different context path, change arsys to the name you specified. When accessing the ReportSelection form directly with a URL, an additional field called Form Server appears on the ReportSelection form. The Form Server field indicates the server on which the data form is located for the selected report. A user can enter the server name manually into the Form Server field. If the field is left empty, the server where the ReportSelecion form resides will be used to locate the selected data form.
200
Figure 11-4: ReportSelection form
Chapter 11
201
The following table describes the buttons and options on the ReportSelection form and their functions in web reporting.
Table 11-2: ReportSelection form buttons Buttons and Options Function Preferences A menu that enables you to modify the column settings in the table field. Options include the following:
!
Add Column: Displays a list of available columns that can be added to the table. The list includes only those columns made visible by the administrator, and which have a width of zero (previously hidden by the user). will be adjusted so that they will fit into the table. As a result, when a column that was previously removed is added back to the table, its width might not be the same as the administratordefined width.
Note: If a table is set to AutoFit Columns, the width of all columns
Remove Column: Displays a list of columns that the user can remove from the table. This list includes only columns that the administrator has made visible, and whose width is greater than zero. Reset: Restores the column width, column order, visibility, and sort order to their administrator-defined default values. Save: Saves the settings to the users preference server, making them available from a centralized location for future logins. If the user is not logged into a preference server, this option is disabled.
Refresh
Updates the list of available reports in the report selection table. The table displays only reports that the user who is currently logged in has permission to use. If the user arrives at the ReportSelection form from a table or results list field, then only the reports associated with the form from which the table or results list field is displaying data will be available for selection. A users access permission determines which reports they see. If the user arrives at the ReportSelection form directly by way of a URL, then all reports available on the server, and that the user has permission to access, are displayed.
Edit Form Server
Opens the ReportCreator form, allowing the user to edit the selected AR System report definition file. Indicates where the form is located for the selected report. This field only appears when accessing the ReportSelection form directly from a URL. For more information, see Accessing the ReportSelection form directly through a browser on page 200. The report engine that supports creating reports on the Web. AR System is the only option available for Web reporting. Opens the ReportCreator form, from which a new report definition file can be created.
Create Type Create
202
Buttons and Options Function Destination The output format for the report. Options are Screen (for displaying the report on the screen), File (for exporting the report as a file), or Printer (for printing the report). Whether to grant permission to override the query stored in a report with a query from a table or results list. Options are Yes (grant permission) or No (deny permission).
Note: By default, the Query Override Capability field is hidden on
Override Query in Report?
the ReportSelection form and appears only when you select a report whose type has Query Override Capability set to Yes. By default, the AR System and Crystal report types set this field to No, since these report types do not implement this feature. The Query Override Capability field should be set to Yes only for user-defined report types.
Report Format
The format in which you want to run the report. Options are AR Report, CSV, ARX, and XML. When you select a report, this field is filled in with the value from the report definition file. The character set to be used when creating this report. Character encoding is especially useful when exporting data to external programs that support Unicode, such as Microsoft Excel. You can choose a character set from the menu, or choose Use Server to apply the character encoding used by the server. Character encoding is supported on the Web for .csv, .arx, and .xml report formats only.
Character Encoding
Run Close
Runs the selected report by displaying it on the screen or saving it to a file. Closes the window in which the ReportSelection form is displayed.
Reporting using table fields and results list fields

Table fields and results list fields provide a way to capture and display data from one or more requests. Either field type can be selected for reporting purposes. You can create a table or results list field on a form using BMC Remedy Administrator, and choose to have reporting features associated with the table or results list field. Options in the Table Labels tab in the Field Properties dialog box for table and results list fields allow an administrator to define which hyperlinks and buttons are positioned at the base of a table or results list for reporting. For information about setting table and results lists properties, see the Form and Application Objects guide.
Chapter 11
203
The following table describes the buttons at the top and bottom of the table field displayed in Figure 11-5 on page 205 and their functions as they relate to web reporting.
Table 11-3: Buttons used for web reporting Buttons Refresh Report Select All Function Updates the table with the most recent AR System data. Opens a new browser window for the ReportSelection form. Selects all entries in the table to be included in a report. Selective reporting is also possible using the following keystrokes:
!
SHIFT keyTo report on a range of entries, click an entry and hold down the SHIFT key. Click another entry above or below the original selection, and then release the SHIFT key. This action includes all entries between those selected in a report. CTRL keyTo report on multiple entries, click an entry and then hold down the CTRL key. Continue to click the entries you want to include in a report, still holding down the CTRL key. When you have finished selecting table entries, release the CTRL key. This action includes selected entries in a report.
Deselect All
Clears all selections in the table. If no entries in the table are selected, the report will show all entries that match the table search. If a table search has not been defined, then all entries are printed.
You cannot have more than one results list field on a single form, but you can have multiple table fields on a single form. Figure 11-5 on page 205 shows a form containing a table field defined to hold data from another form.
" To run reports using table and results list fields

1 In a browser, open a form that holds a table or results list field defined to report on
data from a specified form.
2 Click Refresh to refresh the table or results list field. 3 Select the entries that you want to include in a report. 4 Click Report at the bottom of the table or results list field.
The ReportSelection form opens in a new browser window, and lists the available reports.
5 Select a report. 6 In the Run Report section, select the following options:
!
DestinationSelect Screen to display the report on the screen, or File to export the report data to a file. Query OverrideAccept the default selection of Yes, or select No to deny permission to override the query stored with the report.
204
Report FormatSelect the report format. For more information, see File types on page 208. Character Encoding (.arx, .xml, and .csv formats only)Select the character encoding to use for this report, or select useserver to apply the character encoding used by the server.
7 Click Run.
If you selected Screen as the destination, the report is displayed in a separate browser window in the selected format.
Figure 11-5: Report in .arx format displayed in a browser window
Reports in Record, Compressed, and Column format are displayed in HTML format. If you selected File, you will be prompted for a file name and destination.
NOTE
Running a report through an Open Window active link

The Open Window active link method of running a report is useful when you want to run a report with the same query each time. Within the definition of the active link, you direct the report to a specific form, and also define which requests to include in the report. After the active link is defined, it can be attached to a workflow trigger, such as a button field. When the user clicks the workflow trigger where the active link is attached, a new browser window opens to display the report. The following procedure outlines the steps for creating an Open Window active link for web reporting. For general information about creating active links and related properties, see the Workflow Objects guide.
Chapter 11
205
" To create an Open Window active link for web reporting

1 In the Create Active Link window, make the following entries in the Basic tab: a In the Name field, enter a name for the active link you are creating. b In the Form Name box, check the form being reported on. 2 Make the following entries in the If Action tab: a From the New Action list, select Open Window. b From the Window Type list, select Report. c From the Target Location menu, select New.
This causes a new window to open for each report generated. Select Current to use the existing open window from where the active link is initiated.
d From the Server Name list, select a server.
This is the name of the AR System server on which the form being reported on is located.
e From the Form Name list, select a form.
This is the name of the form being reported on.

f From the Form View list, select a view. 3 Create the following entries in the Qualification tab: a Enter a query string determining which entries from the form to include in the
report.
If you want to get this string from a local field, you must use the EXTERNAL keyword, for example, EXTERNAL($QueryStringField$). If this string and the Entry IDs string are both left empty, all entries in the form being reported on are included in the report.
b In the If No Requests Match box, select Do Not Show Any Message. 4 Create the following entries in the Report Information tab: a In the Report Type field, select a report type from the menu.
The menus data is read from the ReportType form on the AR System server being used for the Open Window action.
b In the Name field, enter the name of the report as stored in the Report form.
This is the report name in the Report form, not the file name of the attachment.
c For the Destination field, select Screen or File from the menu. d For the Operation field, select one of the following menu items:
! ! !
CreateUsed to create a new report definition file. EditUsed to edit an existing report definition file. RunUsed to run a report.
206
NOTE
If you select Crystal Report in the Report Type field, then Edit and Create are not valid options for the Operation field.
e In the Location field, select Reporting Form from the menu. f In the Entry ID field, enter a comma-separated list of entry IDs from the form
being reported on.
Only these entries are displayed in the report. If this string is filled and contains fewer than 256 entry IDs, it overrides the Qualification String. Otherwise, the Qualification String takes precedence. If both are left empty, all entries in the form are included in the report.
g For the Query Override field menu, select Yes or No from the menu.
Some report engines allow the Qualification String (or Entry IDs) to override a query that might be stored as part of the report definition. This value specifies whether the report engine should do so.
h In the Character Encoding field, select the character set to be used for the report, 5 Click Add Action. 6 Save the active link and close the window.
or select Use Server to apply the same character set encoding used by the server.
NOTE
Check the Advanced check box at the bottom of the active link window to select local field values from a menu for each attribute. For more information about how to create an active link, see the Workflow Objects guide.
" To attach an Open Window active link to a form with a button field
1 In BMC Remedy Administrator, select a view of a form and create a new button
field where you want to attach the Open Window active link created in the preceding procedure.
For more information about active links and attaching them to button fields, see the Workflow Objects guide.
2 Choose File > Save. 3 Open the form in a browser, and click the button field that contains the Open
Window active link.
Exporting AR System data to a file

You can save or export AR System data to use in different AR System forms, in a spreadsheet, or other applications. You can also save or export non-AR System data from another application to use in an AR System form.
Chapter 11
207
File types
The file type you choose for exporting will depend on the original data source and how you will use the data. File types are explained in the following sections.
AR Export
AR Export (.arx) is the default file type, and yields the cleanest results when data is exported and imported within AR System. The AR Export format is designed to properly format data that you will import into an AR System form using BMC Remedy Import.
NOTE
When an attachment is exported in AR Export format from the Web, a .zip file is created that includes the .arx file and the attachments. In BMC Remedy User, an attachment directory is created in the same directory as the *.arx file, and named with the file name and an integer time stamp (for example, <filename>_917732184). The *.arx file contains the directory name and the names of the attachment files in it. If duplicate names exist, characters are added to the attachment names to create unique file names.
AR System XML
AR XML (.xml) is a BMC Remedy XML standard derived from the W3C XForm standard, and it contains several elements that are required for AR System use. If you plan to import XML data into an AR System form using BMC Remedy Import, your data must conform to the AR XML data specification. Data exported to the AR XML file type conforms to this specification. You can also convert XML data obtained outside AR System to the AR XML standard. Conversely, you can export AR XML data, parse it with any tool that parses documents that conform to the XForm specification, and use the data outside AR System. For information about XForms, see the W3C website. Attachments are handled in the same manner as in the .arx file type.
NOTE
When you export AR System data from Crystal Reports to HTML 3.2, HTML 4.0, or XML, your default export directory depends on whether your computer is connected to a network. If your computer is connected to a network, and your login profile has a temporary directory setting under Windows, your default export directory will be %USERPROFILE%\LocalSettings\Temp. If your computer is not connected to a network your export will default to whatever temporary directory is set in your Windows environment settings, for example, C:\Temp or C:\Windows\Temp.
208
Comma-separated values
You can use the comma-separated values (.csv) format if you plan to use the report data in other applications, such as Crystal Enterprise or in spreadsheets. For example, if you want to use the report data in a Microsoft Excel spreadsheet, export it as a .csv file, open Excel, and import the data into the Excel file.
NOTE
You cannot export the content of an attachment with a .csv file. If you export a .csv file with an attachment, only the file name of the attachment is exported.
Record, column, compressed

These formats are used with BMC Remedy User. When you select one of these formats in the ReportSelection form on the Web, the report is saved as an HTML file (for example, report.rep.html).
NOTE
The Compressed format is not supported on the Web. When you select Compressed as the report format, your report will be displayed in Column format instead.
" To export data from the web to a file

1 In a browser, open the ReportSelection form. See Accessing the ReportSelection
form directly through a browser on page 200.
2 Select a report. 3 In the Destination field, select File. 4 In the Report Format field, select the format in which you want to export the
report. For more information, see File types on page 208.
5 Click Run.
A dialog box appears with the default file name Report.<file_type>, where <file_type> is the extension for the file type you selected in step 4.
Figure 11-6: Selecting a report file name
Chapter 11
209
BMC Remedy Action Request System 7.1.00 6 In the Report File Name field, replace the default name Report with a file name
under which you want to export the report; for example, MyDocuments. The file name will then be (for example) MyDocuments.csv. To use a different file format for this report, change the extension also. For example, to export as an .arx file instead of a .csv file, change the extension from .csv to .arx.
NOTE
In BMC Remedy User, you must enter a fully qualified path name that includes the name you want for the report; for example, c:\temp\MyReport.csv.
7 Click OK.
The File Download dialog box appears.

8 Select a location for the file (for example, c:\temp). 9 Click Save.
Using exported data with BMC Remedy Import

If you plan to import data into an AR System form using BMC Remedy Import, you must export the data in one of the file formats listed in the following table.
Table 11-4: File formats used with BMC Remedy Import Data Format AR Export AR XML Comma-Separated Value (CSV) ASCII Extension
.arx .xml .csv .asc
Printing a report from the web

You can print reports from the Web by displaying the report in a browser and printing it using your browsers printing options.
" To print reports from the web

1 Open the ReportSelection form, and select a report. 2 In the Destination field, select Screen. 3 In the Report Format field, select a format. 4 Click Run.
For .arx and .xml formats, a new browser window opens and displays the selected report. For .csv, Record, Column, and Compressed formats, the File Download dialog box appears. Click Open to display the report.
5 Print the report using the browsers Print button or File > Print menu option.
210
Backward compatibility
Figure 11-7: Report in XML format (partial view), displayed in browser
Backward compatibility
Macros stopped being supported in the AR System 5.x release. You can view reports created using run macro report actions with releases prior to AR System 5.x in BMC Remedy User, or on the Web, by converting them to an equivalent active link.
Macro conversion procedure

Running the conversion procedure for a run macro report action creates an equivalent active link, which you will be prompted to name. The report content and layout (definition) become automatically embedded within the active link during the conversion, and no additional entries are required. Once the active link is created, it can then be attached to a workflow trigger, such as a button field, and placed on a form. For details about the macro conversion procedure, see the Workflow Objects guide. For instructions on attaching active links to a workflow trigger, such as a button field, see To attach an Open Window active link to a form with a button field on page 207. For information about backwards compatibility related to localization, see the Form and Application Objects guide.
Chapter 11
211
Localized reports created using macros

If you have language-specific reports created using Run Macro report actions with releases prior to AR System 5.x, perform the following steps to make them available to users:
1 Convert the run macro report action to an equivalent active link. 2 Attach the active link to a workflow trigger, such as a button field, and place it on
a form.
3 Create an entry in the AR System Message Catalog.
See Printing a report from the web for details on converting run macro report actions to equivalent active links, and attaching them to a workflow trigger. For details on the AR System Message Catalog entry required for localized reports embedded in an active link, see the Form and Application Objects guide.
Crystal Reports tips for the Web

There are several aspects of creating a Crystal Report that you need to be aware of so that reports will work properly. See the following topics for more information:
! ! ! ! !
Establishing a system data source name (DSN) for Crystal reports on page 212 ODBC driver configuration for Crystal reports on page 213 Restricting the number of records retrieved on page 215 Optimal formatting for all environments on page 216 Saving a Crystal report on page 217
Establishing a system data source name (DSN) for Crystal reports

Every AR System server that a report references will need a System DSN (data source name). The recommended format of this name is <server_name>_DSN. For more information, see the Integrating with Plug-ins and Third-Party Products guide. If the Crystal Report Designer application is installed on a different system from the Crystal Web Component server, then the administrator must make sure that the System DSN has the same name. For example, if an application developer who is developing on Machine A has created a system DSN called myServer_DSN, and the Crystal Web Component server is on Machine B, then Machine B will also need to have a system DSN named myServer_DSN.
212
IMPORTANT
Crystal Designer and Crystal Reports use the user name and password in the System DSN to log in to AR System. When you create reports in Crystal Designer, you use a System DSN complete with a user name and a password. If Crystal Designer requests user information, do not provide it. The information in the System DSN should be sufficient. If not, provide the required information in the System DSN, not in Crystal Designer. Do not use a User DSN when you create or run Crystal Reports. Before you run any reports, however, modify your System DSN to remove the user name and password. This causes Crystal Reports to use the user name and password of the user currently logged in. Failure to remove the user name and password from the System DSN might give you unexpected results when you run your report.
ODBC driver configuration for Crystal reports

Before creating a Crystal report, configure the ODBC settings on the machine you are using to create the report. These settings will prevent the user name, server name, and password from being embedded in the report.
" To configure ODBC settings for Crystal reports

1 Go to the Windows Control Panel, and select Administrative Tools. 2 Double-click Data Sources (ODBC).
The ODBC Data Sources Administrator dialog box opens.

3 Click the System DSN tab.
IMPORTANT
Be sure to click the System DSN tab, not the User DSN tab. Never use the User registered version of the ODBC driver to create reports.
Figure 11-8: ODBC Data Sources Administrator dialog box
Chapter 11
213
BMC Remedy Action Request System 7.1.00 4 Select AR System ODBC Data Source, and click Add.
The Create New Data Source dialog box appears.

Figure 11-9: Create New Data Source dialog box
5 Select AR System ODBC Driver, and click Finish.
The AR System ODBC Setup dialog box appears.

Figure 11-10: ODBC Setup dialog box
6 Specify the server name and user name to connect to the database.
You do not need to fill in the password.

7 Select the Use Underscore check box in the ODBC dialog box.
This will confirm that the ODBC driver translates special characters such as colons, spaces, and so on, into underscores.
214
Crystal Reports tips for the Web 8 Select the Use Labels check box to use field labels based on the locale you specify
in the Report Locale field.
NOTE
It is recommended that you deselect the Verify On First Refresh report option in Crystal Reports. Then, you do not need to match the Use Labels option for the report to run correctly. If the Verify On First Refresh option is selected, you must match the Use Labels option when you create the report and at runtime. For example, if you select the Use Labels option when you create the report, you must also select it when you run the report. Conversely, if you unselect the Use Labels option when you create the report, you must also unselect it when you run the report
9 In the Report Locale field, enter the locale for the language in which you want to
see the report.
NOTE
If you have installed two localized views (for example, German and French), and you are using the German localized view and the report locale setting is set to the French locale, the data returned will be in French, though the static report text will be in German. For reports displayed by BMC Remedy User, you do not need to specify a value in the Report Locale field. BMC Remedy User supplies the correct value.
10 Click OK to save the settings.
Restricting the number of records retrieved

To restrict the number of records retrieved from the database when a report is run, Crystal Reports enables you to use a Selection Formula. A Selection Formula can be added in a Crystal report by choosing Report > Edit Selection Formula. When the report is run from BMC Remedy User, however, these qualifications are not used. Use the qualification bar available in the Open Window Active Link action. The data can be filled in via the data stored in a form or hard coded. When the report is run, this qualification will be used to select data from the AR System forms specified in the report.
Chapter 11
215
Figure 11-11: Qualification bar in Open Window active link
Optimal formatting for all environments

When you create a report and align the fields in the designer, and then view it in the Crystal Designer and BMC Remedy User, it might appear to be well aligned, but when you view it on the Web, the fields might not be aligned. To address this issue, use horizontal and vertical guidelines in reports to align fields.
" To set up optimal formatting for all environments

1 Right-click inside the designer and make sure the Snap to Grid option is not
selected.
2 Select Show guidelines in design and Show guidelines in preview options from
this menu.
3 Click on the top and left page margins to make vertical or horizontal lines appear
in the designer.
4 Move the fields next to the guidelines to attach them to the guidelines. This way
the column headings and the column content can be left aligned as well as top aligned. Guidelines are displayed only in the design mode and not when the report is actually viewed.
NOTE
216
Figure 11-12: Guidelines in Crystal Reports Designer
Saving a Crystal report

When saving a Crystal report, do not save the report with data. You will see this as one of the options in the Crystal Designer under the menu File > Save Data with Report, but do not select it.
Chapter 11
217
218
Appendix

BMC fully supports Business Objects XI, Crystal Report Server XI, and Crystal Enterprise 10 for Windows because the AR System ODBC can work only on the Windows operating system. If your configuration requires that you use the mid tier on UNIX, you can connect to the mid tier in either of the following ways:
!
Use Crystal Reports Server 10 with the UNIX Web Connector component that comes with that product. This appendix describes how to install and configure it for the mid tier. Use Business Objects XI or Crystal Reports Server XI. These products connect to the mid tier with the ARWebReportViewer, which is discussed on page 171. Overview of the process (page 220) Installing Crystal Reports Server 10 (page 220) Installing the BMC Remedy Mid Tier (page 220) Installing and configuring Crystal Web Connector (page 221) Installing Samba network file sharing software (page 222) Configuring Crystal Reports (page 226)
The following topics are provided:

! ! ! ! ! !
Appendix A
219
Overview of the process

This section describes how to install and configure Crystal Web Connector on UNIX. This discussion is based on Solaris, which differs slightly from other UNIX platforms, for example, HP-UX. You should have some knowledge of basic UNIX commands before using this information to create files, shared directories, and so on. To run Crystal Reports from the BMC Remedy Mid Tier with Crystal Web Connector (on UNIX) and Crystal Reports Server 10 (on Windows), use the following sequence:
Step 1 Install Crystal Reports Server 10 on the Windows system using the MS IIS web
server. (page 220)
Step 2 Install the mid tier on UNIX. (page 220) Step 3 Install and configure Crystal Web Connector on the same system where the mid
tier is installed. (page 221)
Step 4 Install Samba (or similar network file sharing software) on the same system where
the mid tier is installed. (page 222)
Step 5 Configure Crystal Reports. (page 226)
Installing Crystal Reports Server 10

" To install Crystal Reports Server 10
1 Install Crystal Reports Server 10 on the Windows machine as you normally would. 2 Remember where you installed the Web Content and the crystalreportviewers
directories. You will need this information later when you create the magnus.conf file for the Crystal Web Connector (see page 221).
Installing the BMC Remedy Mid Tier

Install the BMC Remedy Mid Tier on your UNIX system. For more information, see Chapter 2, UNIXInstalling BMC Remedy Mid Tier.
220
Installing and configuring Crystal Web Connector
Installing and configuring Crystal Web Connector

" To install and configure Crystal Web Connector on UNIX
1 Copy the following files from the Crystal CD to your local system and rename
them as follows:
a Rename webconn~1.sh to webcon_install.sh. b Rename licens~1 to licensetext. c Rename webconn~1.gz to webconn_install.tar.gz. 2 Run the webcon_install.sh Web Connector install script.
You will now configure Crystal Web Connector on your system.

3 Navigate to the <connecter_installed>/crystal/enterprise/solaris_sparc/wcs/conf
directory.
You will now copy parts of the following files to related files under the <iPlanet_installation>/config directory:
! Mime.type.conf ! obj.conf ! obj.conf
to mime.types (step 4)
to magnus.conf (step 5) to obj.conf (step 6) directory):
4 Copy the contents of the Mime.type.conf file to the mime.types file (located under the
<iPlanet_installation>/config type=magnus-internal/rpt type=magnus-internal/csp type=magnus-internal/cri type=magnus-internal/cwr magnus.conf exts=rpt exts=csp exts=cri exts=cwr
5 For initialization, copy the following two lines from the obj.conf file to the
file:
Init fn="load-modules" funcs=req_handler,req_init shlib="<connecter_install_directory>/crystal/enterprise/ solaris_sparc/wcs/lib/libnsapi.so" Init fn="req_init" WCSHosts="<hostname>.<your_domain>.COM" ClientPool="5" ConnectorTimeou t="600000" WCSPathMap="/crystal;.rpt; <Crystal_Enterprise_install_directory>/Web Content/,/crystal;.cwr; <Crystal_Enterprise_install_directory>/Web Content/,/crystal;.csp; <Crystal_Enterprise_install_directory>/Web Content/,/crystal;.cri; <Crystal_Enterprise_install_directory>/Web Content/,/ crystalreportviewers;.csp; <Crystalreportviewer_install_directory>/ 2.0/crystalreportviewers/"
Appendix A
221
You must substitute the locations of the two Web Contents and the Crystalreportviewers directories from your Windows system. The default locations are:
!
Crystal Reports Server 10 default location: C:\Program Files\Crystal Decisions\Web

Content
Crystalreportviewer default location: C:\Program Files\Common Files\Crystal

Decisions\2.0\Crystalreportviewers
6 Copy the following the contents of the obj.conf file to the obj.conf file:
# Add to NameTrans part; /usr/webconn/.. is webconnecter installed dir. NameTrans fn=pfx2dir from=/crystal dir="<connecter_install_directory>/crystal/webcontent" NameTrans fn=pfx2dir from=/viewer dir="<connecter_install_directory>/ crystal/viewers" NameTrans fn=pfx2dir from=/crystalreportviewers dir="<connecter_install_directory>/crystal/viewers" # Add following to obj.conf in Object session <Object> ... ObjectType fn=force-type type=text/plain Service fn="req_handler" method="(GET|POST)" type="magnus-internal/rpt" Service fn="req_handler" method="(GET|POST)" type="magnus-internal/csp" Service fn="req_handler" method="(GET|POST)" type="magnus-internal/cri" Service fn="req_handler" method="(GET|POST)" type="magnus-internal/cwr" </Object> # Add following to the end of obj.conf <Object ppath="<connecter_installed>/crystal/viewers/*.exe"> ObjectType fn=force-type type="application/octet-stream" Service fn="send-file" </Object>
Installing Samba network file sharing software

To run Crystal Web Connector, you must install Samba (or a similar network file sharing software) on UNIX.
" To install Samba software

1 Download Samba source code from http://www.samba.org. 2 Install the Samba software: a Use the gunzip command to extract the download tar file, for example, samba3.0.0.tar.
b Change directories to the ../source directory. c Enter the configure command:

./configure --prefix=<path_where_you_want_to_install>
For example:
./configure --prefix=/usr/samba
222
Installing Samba network file sharing software d Enter the make command:
make
e Enter the make install command:

make install
3 Create an smb.conf file under the <samba_install_dir>/lib directory.
The smb.conf file should contain the following information:

# Global parameters workgroup = WORKGROUP server string = Samba 3.0 security = share [root] path = / comment = Solaris root guest ok = No read only = Yes [share] path = /share comment = Solaris share guest ok = Yes read only = No encrypt passwords = yes smb passwd file = /usr/samba30/bin/smbpasswd
4 Create a samba user and group in /etc/passwd and /etc/group files.
The samba user name must end with a dollar sign ($) sign. For example, your entry should look similar to this in the /etc/passwd file:
samba$:x:400:400:local Samba User:/dev/null:/bin/false
Your entry in the /etc/group file should look similar to this:

samba::400:
5 Add the samba user to the samba password file by running the following
command:
smbpasswd -a -m <samba_user_name_without_$>
This command stores the machine account in the samba password file. To change the password, run the following command:
smbpasswd <samba_user_name_with_$>
To create the password, do not include the $ in the user name. To change the password, include the dollar sign ($) in the user name, for example:
smbpasswd -a -m samba smbpasswd samba$
6 Create a share directory (/share in the smb.conf file). a Make the directory:
mkdir /share
Appendix A
223
BMC Remedy Action Request System 7.1.00 b Set its permissions:

chmod chmod chown chgrp 777 /share +t /share samba$ /share samba share
This share directory on the UNIX system must be fully shareable on the local network so that Windows systems can read files from the UNIX system and write files to it.
7 Modify the /etc/inetd.conf file by adding the following lines:
Netbios-ssn stream tcp nowait root /<samba_installed>/bin/smbd Netbios-ns dgram udp wait root /<samba_installed>/bin/nmbd
8 Create an /etc/xinetd.d directory, then add two files to it: netbios-ssn and netbios-ns. a Add the following information to the netbios-ssn file:
service netbios-ssn { socket_type = stream protocol = tcp wait = no user = root server = /usr/local/samba/bin/smbd disable = no }
b Add the following information to the netbios-ns file:

service netbios-ns { socket_type = dgram protocol = udp wait = yes user = root server = /usr/local/samba/bin/nmbd disable = no }
9 Create the start script under /etc/init.d directory, for example, naming it RunSamba. 10 Edit the directories in this start script to reflect your installation. The script can
then be used to manually start, stop, or restart Samba. You can also return the status of Samba. A sample start script might look like the this:
#!/bin/sh # # description: Starts and stops the Samba smbd and nmbd daemons \ # used to provide SMB network services. # Samba root directory ROOT=/usr/local/samba export ROOT # Where to find the Samba configuration file (smb.conf) SMBCONF=$ROOT/lib/smb.conf export SMBCONF
224
Installing Samba network file sharing software
# Where goes the PID file (normally the lock directory) LOCK=$ROOT/var/locks export LOCK # Needed to kill all the instances of smbd and nmbd termall() { pid=`/bin/ps ax | /bin/grep -w $1 | /bin/sed -e 's/^ *//' -e 's/ .*//'` echo -n "Stopping $1 now : " for PID in $pid; do [ "$PID" != "" ] && kill -0 $PID 2> /tmp/pid >&2 && kill -15 $PID echo -n "$PID " done echo rm -f /tmp/pid } running() { listpid=`/bin/ps ax | /bin/grep -w $1 | /bin/sed -e 's/^ *//' -e 's/ .*//'` if [ "$listpid" != "" ]; then echo -n "$1 is running with PID = " for pid in $listpid; do kill -0 $pid > /tmp/pid 2>&1 && echo -n "$pid " done else echo -n "$1 not running" fi rm -f /tmp/pid echo } # Check that smb.conf exists. [ -f $SMBCONF ] || exit 0 # See how we were called. case "$1" in start) echo -n "Starting SMB services: " if [ -f $LOCK/smbd.pid ]; then rm $LOCK/smbd.pid fi if [ -f $LOCK/nmbd.pid ]; then rm $LOCK/nmbd.pid fi # the deamons must be in the bin directory (needed by swat) $ROOT/bin/smbd -D && echo -n "smbd " $ROOT/bin/nmbd -D && echo -n "nmbd " echo # Only needed on a Linux (RedHat ?) system # touch /var/lock/subsys/smb ;; stop) echo -n "Shutting down SMB services: " termall smbd termall nmbd # Needed for a Linux system
Appendix A
225

# rm -f /var/lock/subsys/smb echo "" ;; status) running smbd running nmbd $ROOT/bin/smbstatus ;; restart) Configuring Crystal Reports ! 11 Crystal Web Connector installation and configuration echo -n "Restarting SMB services: " $0 stop $0 start echo "done." ;; *) echo "Usage: smb {start|stop|restart|status}" exit 1 esac
11 Start Samba from the start script:

RunSamba start
You can also stop Samba from the start script:

RunSamba stop
If the stop command does not work, you can kill the two processes for Samba.
Configuring Crystal Reports

Now, you must configure the Crystal Report Location and the Report Working Directory in the General Settings of the mid tier.
" To configure Crystal Reports in the mid tier

1 Open the BMC Remedy Mid Tier Configuration Tool. 2 Configure the Crystal Report Location and Report Working Directory in the
General Settings of the mid tier.
The Crystal Report Location should be the web server on Windows, for example, http://<web_server>:<port>). The Reporting Working Directory is the shared directory, for example, /share.
3 Map the UNIX shared directory to the Windows system where MS IIS/Crystal
Reports Server 10 is installed, for example, /share.
226
Configuring Crystal Reports 4 Create a virtual directory (/arreports) on your Windows system.
You will use this directory to point to the shared report directory in MS IIS Manager:
a Open the Internet Services Manager (choose Start > Programs > Administrator
Tools).
b Start the wizard to create a new virtual directory named /arreports (by right-
clicking Default Web Site > New > Virtual Directory).
c In the Alias field in the wizard, enter /arreports. d In the Directory field in the wizard, enter the shared directory, for example,
\\sunsaver\share.
5 Add a virtual directory on your UNIX web server for the /arreports directory. a Enter http://<machine>:<port> to open the IPlanet Admin Console. b Select your server. c Select the Java tab. d Click the defaultclass link. e Select the Content Mgmt tab. f Click the Additional Document Directories link. g Enter the following information:
!
URL Prefix: /arreports Here you create the virtual directory that points to the shared report directory you created in Internet Services Manager.
Map to Directory: /share Here you point to the UNIX shared directory you created in step 4.
6 Install the BMC Remedy User on the Windows machine. 7 Create a DSN account in ODBC: a Open the Control Panel. b Select Administrative Tools. c Open Data Sources (ODBC). d Click the System DSN tab. e Click Add. f Select AR System ODBC Driver from the list and click Finish. g Enter the data source name.
!
If the name is AR System ODBC Data Source, delete the User DSN entry with this name to avoid conflict. (Crystal will pick the User DSN over the System DSN if they have the same name. The web requires the System DSN.) Preferably, use a name other than AR System ODBC Data Source to avoid conflict with the User DSN entry that is created upon BMC Remedy User installation.
Appendix A Installing and configuring Crystal Web Connector on UNIX platforms 227
BMC Remedy Action Request System 7.1.00 h Enter the name of the AR System server in the AR Server field. i Select the Replace '.' in object names option. j Select the Use Underscores option. k Select the Use Labels check box to use field labels based on the locale you specify
in the Report Locale field.
NOTE
It is recommended that you deselect the Verify On First Refresh report option in Crystal Reports. Then, you do not need to match the Use Labels option for the report to run correctly. If the Verify On First Refresh option is selected, you must match the Use Labels option when you create the report and at runtime. For example, if you select the Use Labels option when you create the report, you must also select it when you run the report. Conversely, if you deselect the Use Labels option when you create the report, you must also deselect it when you run the report
l In the Report Locale field, enter the locale for the language in which you want
to see the report.
NOTE
If you have installed two localized views (for example, German and French), and you are using the German localized view and the report locale setting is set to the French locale, the data returned will be in French, though the static report text will be in German. For reports displayed by BMC Remedy User, you do not need to specify a value in the Report Locale field. BMC Remedy User supplies the correct value.
m Click OK. 8 Verify that Crystal Web Connector works for the Crystal examples.
You can find this information in the Crystal Web Connector documentation.
9 Run a Crystal report using the AR System.
228
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
Index
A
accessibility (Section 508) accessible mode 137 assistive devices for 134 cursor types and form modes 136 features 138 images 138 keyboard shortcuts 139 preferences 136 requirements for applications 134 accessing downloaded UNIX software 34 downloaded Windows software 40 active link actions, Open Window 169, 205 ActiveX controls, in browser settings 114 adding servers to mid tier 70 Apache web server, preinstallation steps 22 applications accessibility 134 cascading style sheets, using with 146 saving to disk 134 support files 117 users with disabilities and 134 AR Export format 208, 210 AR System Mid Tier Object List definition file 66 description 66 display 67 enabling 67 localized views 66 opening forms and applications 67 searching 67 AR System Server settings, mid tier 68 AR System User Preference form common fields 93 setting preferences for the web 92 ARWebReportViewer 50, 168, 171 ASCII format, obtaining data 210 assistive devices, for accessibility 134 attachments, importing and exporting 208 authentication server 65
B
Back button 120 backward compatibility and macros 211 BMC Software, contacting 2 bounding box size 158 browser settings for scripting and ActiveX 89, 114 BusinessObjects Enterprise XI versus Crystal Enterprise 170 BusinessObjects location 80, 82 buttons Back 120 login and logout 127 Open Window action and 207
C
cache manager, open source 76 cache table, Mid Tier Configuration Tool 78 cache, mid tier settings 71 cache, persistent 74 cascading style sheets adding to applications 146 application list fields, using with 144 AR System and 142 browser limitations 142 customizing 145 default file locations 144 example of style sheets applied 143 field types 149 files in mid tier directory 146 font styles, changing 157 help, using with 144 hierarchy of elements 143 order of precedence 143 rule syntax 142 selectors and field types 149 web applications, using with 146 centralized preferences, setting for web clients 92 changing the group ID, Linux 56 comma-separated value (.csv) format 210
Index
229
compatibility, backward with macros 211 components required by mid tier 18 config.properties file 76 Configuration Tool. See Mid Tier Configuration Tool configuring changing password 53 mid tier 61 web reports and 179 Crystal Enterprise versus BusinessObjects Enterprise XI 170 Crystal Reports CrystalQueryConverter Java interface 187 Designer 190 DSN 212 location 80, 82 ODBC driver configuration 213 optimal formatting 216 queries, converting 187 ReportQueryConverter Java interface 187 restricting number of records retrieved 215 setting up configuration 179 tips for the Web 212 web reporting 172 Crystal Web Connector, installing 219 Crystal Web, component server 19 CSV, formats for exporting 209 currency types and locale 98 cursor types and form modes 136 cursor, changing 115 customer support 3 customized login page 130 customizing data field types with styles sheets 149 font styles with style sheets 157 style sheets 145 user environment 92 definition files AR System Mid Tier Object List 66 deleting 199 editing 198 reports and 190, 191 saving 197 deleting definitions files 199 deploying, web applications 118 deployment, style sheets 146 differences in Crystal products 170 direct access URLs and web views 121 documentation, related to installation 17 double-byte characters in URLs 124 DSN (data source name) 212
E
ehcache 76 encoded characters 122 encoder utility for URLs 123 encoding URLs 122 entries, Report form 198 environment customizing 92 web reporting 186 examples login and logout URLs 126 style sheets applied 143 exporting attachments 208 data from web to file 209 data to file 207 external files and style sheets 146 EXTERNAL keyword 206
F
field types, reporting 203 fields bounding box size 158 CSS classes 149 form action 111 passing data in URL 125 file locations, mid tier 17 files See also log files .css style sheets 146 definition 198 definition, saving 197 exporting data to 207 report 169 style sheet location 144
D
data DSN (reporting) 212 exporting to file 207 passing to a field 125 reporting overview 168 styles, applying to field types 149 defined searches 160 definition change check interval 72
230
firewall, configuring mid tier through 58 Flashboards data points 90 definition interval 73 flush cache 73 font size and field bounding box size 158 font styles, changing with style sheets 157 footer content, editing 108 form action fields 111 formats AR Export 208, 210 ASCII 210 comma-separated values 210 CSV, reports 209 XML 208, 210 formatting web pages 117 forms AR System Mid Tier Object List 66 Home Pages, opening from 119 Report 198 ReportCreator 191 reporting 168 ReportType 186 forms, prefetching 77 internal Java, disabling 23
J
Java objects, serializing to file 74 Java SDK, troubleshooting 56 Java, disabling internal 23 JAWS, configuring 135 JBOSS 44 JVM memory allocation 75
K
keyboard shortcuts 139 keywords EXTERNAL 206 reports and 195 URL, to connect reports to engine 187
L
legacy URLs 121 limitations for browser and CSS 142 Linux, changing the group ID value 56 load balancer, Mid Tier Configuration Tool 60 loading a search 162 locale configuring 98 determining 132 localizing report definition files in ReportCreator form 193 run macro actions (5.x) and reports 212 log categories 86 log directory 87 log files backup 87 format 87 log directory 87 log level 87 log viewer 87 mid tier 85 mid tier profiling 88 size 87 viewing 87, 88 log filter 86 logging in, web clients 125, 127 logging out, web clients 125, 127 login page, customized 130 login URLs 125 login.jsp 126 LoginServlet 126, 127
H
header content, editing 108 header information 90 help for web applications 132 hierarchy of elements in style sheets 143 home pages form action fields 111 forms, opening 119 opening forms from 119 server 65, 101 URL 119 HTTP TRACE 90
I
IIS web server and virtual directory 172 importing attachments 208 increasing font size 158 installation components and patches 18 methods of 16 overview 16 UNIX 35 UNIX worksheet 26 Windows 41 Windows worksheet 29
Index
231
logout URLs 125 logout.jsp 126 LogoutServlet 126, 128
P
pages, formatting for web 117 parameters accessing forms and search results 124 including in saved searches 164 login and logout 126 running a search with 166 saving in a search 165 specifying in URLs 121 supported in AR System 121 passing data to a field in a URL 125 password changing in Mid Tier Configuration Tool 88 changing mid tier configuration password 53 configuring 53 patches for mid tier 18 persistent cache overview 74 serializing objects to a file 74 Tomcat configuration settings 74 pool, server connection 68 postinstallation tasks 52 precedence, order of in styles 143 predefined searches 162 preferences accessibility 136 DSN name (reporting) 212 server 64 user 92 views for the web 66 web clients 92 prefetchConfig.xml file 77, 78 prefetching forms 77 preinstallation Apache web server 22 Sun One web server 22 primary form, opening 120 product support 3 profiling, mid tier 88
M
macros and backward compatibility 211 managing saved searches 163 maximum connections per server in server pool 68 memory allocation, JVM 75 Mid Tier Configuration Tool accessing 60 AR Server settings 68 cache settings 71 cache table 78 change password 88 filter log by user name 86 flush cache 73 general settings 63 Home page server 65 log categories 86 persistent cache 73 preference server 64 prefetch configuration 73 report settings 79 reporting working directory 79, 81 settings 61 using with a load balancer 60 view logs 85 web service settings 83 mid tier Object List 128 MIME types 61
N
non-ASCII characters in URLs 124
O
Object List, mid tier 128 ODBC driver configuration for Crystal Reports 213 open source cache manager 76 Open Window action, reporting 169, 205 order of precedence for styles 143 order of precedence in styles 143
Q
qualifications, reporting 197 query converter class 187
232
R
recent searches 160 remote mid tier 177 Report form entries 198 report forms, overview 168 ReportCreator form 190, 191, 192 deleting definition files 199 keywords, using with web 195 localization 193 report definition files 198 reporting ARWebReportViewer 171 backward compatibility 211 definition file, creating 192 definition files 190, 191 deleting definition files 199 files 169 keywords and 195 localization in ReportCreator form 193 localized with run macro actions (5.x) 212 macros 211 optimal formatting 216 overview 168 process 169 qualifications 197 running on web 200 statistics 196 table and results list fields 203 web components 168 reporting working directory 79, 81 ReportQueryConverter Java interface for Crystal Reports 187 reports, configuring for mid tier 79 ReportSelection form 200, 202 accessing through web clients 200 URL 200 ReportType form 186 required components 18 resource files 117 Resources Directory Structure 146 restricting number of records retrieved 215 results list fields and reporting 203 rules, CSS syntax 142
S
saved searches 160 saving applications to disk 134 scripting, browser controls for 114 SDK, troubleshooting 56
searches, saving creating a search 161 defining a search with parameters 164 deleting a search 164 loading a search 162 managing searches 163 running a saved search 162 running a search with parameters 166 search types 160 Section 508 compliance 134 selecting views 131 selectors, CSS 142 serializing objects to a file 74 server connection pool max connections per server 68 overview 68 servers adding to mid tier 70 authentication 65 Data Visualization 63 deleting from mid tier 71 homepage 63, 65 plugin 65 preference 64 properties for mid tier 70 report server 101 ServletExec, disabling after upgrade 52 servlets LoginServlet 126, 127 LogoutServlet 126, 128 session timeouts 64, 132 settings, Crystal Reports for web 172 shortcuts, keyboard 139 shutdown timeout, increasing in Tomcat 75 size, font 158 software accessing UNIX software 34 accessing Windows software 40 standard view, preference 66 statistics in reports 196 string, encoding 124 style sheets. See cascading style sheets Sun One web server disabling internal Java 23 preinstallation 22 preparing with bundled Tomcat 20 virtual directory 175 support file URLs 120 support files, modifying 117 support, customer 3 syntax, CSS rule 142
Index
233
T
technical support 3 thread stack size, in Tomcat 75 timeout, shutdown 75 timeouts, session 64, 132 Tomcat configuration settings 74 increasing shutdown timeout 75 installing with mid tier 41 running with Windows 2003 Server x64 24 thread stack size 75 toolbars, web 107 trace information 90 troubleshooting, Java SDK 56
V
view preference, web or standard 66 ViewFormServlet 121 views options 105 selection process 131 web 121 virtual directory, IIS 172 virtual directory, Sun One 175
W
wait cursor 115 web centralized preferences 92 logging in 125, 127 logging out 125, 127 saving application to disk 134 web applications deploying 118 help 132 home page URL 119 home pages and 119 logging in 125, 127 logging out 125, 127 opening in a browser 119 style sheets for 146 web clients order of precedence for CSS 143 ReportSelection form, accessing 200 web header and footer content, editing 108 web reporting ARWebReportViewer 171 BOXI settings 178 components 168 Crystal Report Designer, using 190 Crystal Web settings 172 keywords, using 195 running reports 200 setting up configuration 179 steps 169 web services, configuring for mid tier 83 web toolbar 107
U
UNIX Crystal Web Connector 219 file locations 17 installation worksheet 26 URLs accessing forms and search results 124 direct access 121 directly accessing report form 200 double-byte and non-ASCII characters 124 encoder utility 123 encoding 122 for support files 120 Home Pages 119 keywords to connect reports to engine 187 legacy URLs 121 login and logout 125 Mid Tier Configuration Tool 60 passing data to a field 125 ReportCreator form 192 reports and direct access 200 ReportSelection form 200 User Preference form. See AR System User Preference form users customizing preferences 92 web 92 with disabilities 134
234
web views Crystal web settings 172 direct access URL 121 external files and 117 page properties 117 preference 66 Web-Alternate view 105 Window-Eyes, configuring 135 Windows file locations 17 installation worksheet 29 Windows 2003 Server x64, running Tomcat with 24 worksheet UNIX installation 26 Windows installation 29
X
XML formats for exporting 208, 210 prefetchConfig.xml file 77 XSD file link 78
Z
z-index 110
Index
235
236
*69393* *69393* *69393* *69393*

*69393*

Mid Tier 710

Enviado por

Dados do documento

Descrição original:

Título original

Direitos autorais

Formatos disponíveis

Compartilhar este documento

Compartilhar ou incorporar documento

Opções de compartilhamento

Você considera este documento útil?

Este conteúdo é inapropriado?

Direitos autorais:

Formatos disponíveis

Mid Tier 710

Enviado por

Direitos autorais:

Formatos disponíveis

BMC Remedy Action Request System 7.1.

Installing and Administering BMC Remedy Mid Tier

Contacting BMC Software

United States and Canada

Outside United States and Canada

Restricted Rights Legend

Support by telephone or email

Before Contacting BMC Software

Installing and Administering BMC Remedy Mid Tier

Installing and Administering BMC Remedy Mid Tier

Installing and configuring Crystal Web Connector on UNIX platforms

219 220 220 220 221 222 226 229

Installing and Administering BMC Remedy Mid Tier

BMC Remedy Action Request System 7.1.00

Installing Getting Started

Installing and Administering BMC Remedy Mid Tier

Installing and Administering BMC Remedy Mid Tier

Title Java API

Java Plug-in API

BMC Remedy Action Request System 7.1.00

Installing and Administering BMC Remedy Mid Tier

Preparing to install BMC Remedy Mid Tier

Preparing to install BMC Remedy Mid Tier

BMC Remedy Action Request System 7.1.00

Methods of mid tier installation

Installing and Administering BMC Remedy Mid Tier

Important documentation to review

What the installer does

120000 KB during installation 40000 KB after installation

5 On Windows, installs the ARWebReportViewer application if you have

BusinessObjects Enterprise XI installed. (Optional)

BMC Remedy Mid Tier file locations

Important documentation to review

Preparing to install BMC Remedy Mid Tier

BMC Remedy Action Request System 7.1.00

You can find this documentation at http://www.bmc.com/support_home.

Before you install

Installing components and patches for the mid tier

Installing and Administering BMC Remedy Mid Tier

Installing components and patches for the mid tier

Preparing to install BMC Remedy Mid Tier

BMC Remedy Action Request System 7.1.00

UNIXPreparing a Sun One web server with bundled Tomcat

When you install the Sun One web server:

Installing and Administering BMC Remedy Mid Tier

server and web server ports:

The installer needs write privileges to:

Preparing to install BMC Remedy Mid Tier

BMC Remedy Action Request System 7.1.00

UNIXPreparing an Apache server

" To prepare an Apache server before installing the mid tier

in the apxs script are in the PATH environment variable.

5 Install Apache. (During installation, enable the DSO option.)

WindowsPreparing a Sun One web server

2 Install the Sun One web server (if it is not installed).

Installing and Administering BMC Remedy Mid Tier

server and web server ports:

Disabling the Sun One web server and internal Java

Preparing to install BMC Remedy Mid Tier

" To disable the Sun One web server internal Java

Running Tomcat with IIS on Windows 2003 Server x64

" To run Tomcat with IIS on Windows 2003 Server x64