BMC Service Level Management 7.6.03 Installation Guide

BMC Service Level Management 7.6.
03
Installation Guide
August 2010
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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. From this website, you can:
s s s s s s s
Read overviews about support services and programs that BMC Software offers. Find the most current information about BMC Software products. Search a database for problems similar to yours and possible solutions. Order or download product documentation. Report a problem or ask a question. Subscribe to receive email notices when new product versions are released. Find worldwide BMC Software support center locations and contact information, including email addresses, fax numbers, and telephone numbers.
Support by telephone or email

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

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

If you have a question about your license key or password, contact Customer Support through one of the following methods:
s
E-mail customer_support@bmc.com. (In the Subject line, enter SupID:<yourSupportContractID>, such as SupID:12345.) In the United States and Canada, call 800 537 1813. Outside the United States and Canada, contact your local support center for assistance. Submit a new issue at http://www.bmc.com/support.
Contents
Chapter 1 Installation overview 9 10 13 13 14 15 15 17 18 18 19 19 21 22 22 23 23 25 26 26 27 28 29 30 30 31 31 32 33 33 34 35
Application overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Supporting application and components overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . BMC Atrium Core . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . BMC Remedy Action Request System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installation roadmap . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Important documents to review . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 2 Planning your deployment
Hardware requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installation disk space requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . BMC Remedy AR System application hardware requirements . . . . . . . . . . . . . . . . . . Mid tier hardware requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 3 Before you install
Database recommendations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring databases that are not configured to extend automatically . . . . . . . . . . Configuring IBM DB2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring Microsoft SQL Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring Oracle databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring Sybase databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Forms with more than 254 fields. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring AIX. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 4 Pre-installation procedures
Installation process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Application licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Completing Windows prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Updating Terminal Services configuration options . . . . . . . . . . . . . . . . . . . . . . . . . Configuring the DEP feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Running an X Windows client (UNIX only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Preparing BMC Remedy AR System to run the application . . . . . . . . . . . . . . . . . . . . . Reports prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring web services for integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents
Installing the application if BMC Remedy Encryption Security is activated. . . . . . . . 36 Deactivating BMC Encryption Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Reactivating BMC Encryption Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Chapter 5 Installation worksheets 39
Product installation worksheet. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 BMC SLM Collection Point worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 Online help installation worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 Chapter 6 Installing the product 47
About installing on HP-UX and Linux from a DVD . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Installing on HP-UX after mounting the installation DVD . . . . . . . . . . . . . . . . . . . . . . 48 Installing the product. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Installing the BMC SLM Collection Point . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 Installing the product to a server group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 Running the application installer in a server group environment . . . . . . . . . . . . . 50 About installing help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 Installing online help on Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Installing online help on UNIX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Chapter 7 After you install 55
Applying patches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 Completing an upgrade. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 Changing the application server host and port number in web services filters for the BMC SLM Collector . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57 Rebuilding request-based or availability data sources . . . . . . . . . . . . . . . . . . . . . . . . . . 58 Configuring dashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58 Creating unique names for Service Target and Service Level Agreements . . . . . . . . . 60 Configuring secure communication from BMC SLM Collection Point . . . . . . . . . . . . 60 Installing security certificates on a BMC SLM Collection Point . . . . . . . . . . . . . . . 61 Installing security certificates on BMC SLM Collector. . . . . . . . . . . . . . . . . . . . . . . 62 Installing BMC Service Impact Manager and the SIM plug-in . . . . . . . . . . . . . . . . 63 Adding FTS licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65 Enabling localization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66 Setting the tenancy mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66 Configuring the application settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66 Changing the database schema sort order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67 Configuring the Notification Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67 Changing the time zone. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68 Creating BMC Remedy AR System User Preference records . . . . . . . . . . . . . . . . . . . . 68 Improving BMC SLM performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 Schedule the building of SVTs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 Thread pooling for escalations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 Creating Windows shortcuts to a console or home page . . . . . . . . . . . . . . . . . . . . . . . . 70 About installing Adobe Flash Player 9 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70 Running a post-install health check . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Installation Guide
Chapter 8
Uninstalling product components
73
Uninstalling the BMC SLM components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74 Uninstalling the BMC SLM Collection Point . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74 Appendix A Installing in Silent Mode 75
Creating a silent.txt file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76 Running the installer in silent mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80 Example silent installation files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80 Appendix B Troubleshooting 85 86 87 87 88 88 88 88 88 89 89 90 92 95
Viewing installation log files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Contents of the logs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Preparing log files for BMC Customer Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installation problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Additional application installation logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Summary log files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Detailed log files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Error log files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using additional log files to troubleshoot an installation . . . . . . . . . . . . . . . . . . . . . . . Resolving errors with default currency settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Manually registering application plug-ins. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Encrypting passwords. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Index
Contents
Installation Guide
Chapter
Installation overview
This section describes installation and configuration options for the product. The following topics are provided: Application overview (page 10) Supporting application and components overview (page 13) Installation roadmap (page 15) Important documents to review (page 15)
Chapter 1
BMC Service Level Management 7.6.03
Application overview
BMC Service Level Management enables a service provider, such as an IT organization, a customer support group, or an external service provider, to formally document the needs of its customers or lines of business by using service level agreements, and provide the correct level of service to meet those needs. The BMC SLM Collector and Collection Point are only required for the following performance-related products: BMC Performance Manager (PATROL) Agent BMC Performance Manager Portal BMC ProactiveNet Analytics BMC ProactiveNet Performance Management BMC Transaction Management Application Response Time (TM ART) BMC Service Impact Manager SNMP Trap (plug-in)
BMC SLM Collector

The BMC SLMCollector schedules and manages the collection of performancerelated data for the evaluation of service targets. The collection of data is done by Collection Points. The BMC SLM Collector accesses configuration data in BMC Remedy AR System through the BMC Remedy AR System API. The BMC SLM Collector requires the following properties to connect to the BMC Remedy AR System server: BMC Remedy AR System Server Name BMC Remedy AR System Port BMC Remedy AR System Application Service Password The BMC SLM Collector accesses the BMC Remedy AR System database directly to store and manage performance monitoring data. You must provide properties to the installer for accessing the database. The particular properties might vary, depending on database type, but typically include: Database Server Database Port Database Name Database Username Database Password Password information for BMC Remedy AR System API access and for direct database access is encrypted and stored as part of the BMC SLM Collector configuration.
10
Installation Guide
Application overview
If you change any BMC Remedy AR System or database properties, such as the BMC Remedy AR System application service password or the BMC Remedy AR System database password, after you install the BMC SLM Collector, you must also change the configuration in the BMC SLM Collector. For more information, see the Collector Configuration Console information in the BMC Service Level Management Configuration Guide.
BMC SLM Collection Point and plug-ins

Used together, the BMC SLM Collection Point and the BMC SLM Collector provide BMC SLM with system metric data that it uses to evaluate service targets. The BMC SLM Collector manages the collection of performance-monitoring data and delegates the task of data collection to one or more BMC SLM Collection Point. The BMC SLM Collection Point can be on the same server as the BMC SLM Collector, but are usually placed closer to the data sources. This improves communications efficiency and simplifies the management of secure networks. There can be many separate instances of the BMC SLM Collection Point, but all are controlled by one BMC SLM Collector. You can install an unlimited number of the BMC SLM Collection Point on the same server. You run the BMC SLM Collection Point installation program multiple times, but you must specify a different port number and installation directory during each installation. To understand how the information gathered by the BMC SLM Collector and the BMC SLM Collection Point are used, see the BMC Service Level Management Configuration Guide. The BMC SLM Collection Point can have one or more plug-ins configured to communicate with the various data sources. Each plug-in has been developed to exchange information between the BMC SLM Collection Point and a specific data source. Each plug-in allows the BMC SLM Collection Point to retrieve performancerelated data from the plug-ins related application. For example, if your client systems are running BMC Performance Manager, the BMC Performance Manager plug-in enables the retrieval of performance data by the BMC SLM Collection Point from Performance Manager. The plug-ins are automatically installed. Plug-ins are available for the following applications: BMC Performance Manager Portal You must log in to the BPM Portal using a browser to accept a user license before running the BPM plug-in. This is a one-time requirement when a new user account is created. BMC TM Real Experience Monitor
Chapter 1
11
BMC TM Application Response Time
NOTE
The plug-in for BMC TM Application Response Time (TM ART) version 2.9 and 3.0 is included with the product. A patch is available for TM ART version 2.8. BMC Service Impact Manager SNMP Trap, a generic plug-in for all applications that produce SNMP traps BMC ProactiveNet Analytics version 7.7.00 or greater
NOTE
On Windows, the BMC SLM Collector and BMC SLM Collection Point are installed as services named BMC SLM Collector and BMC SLM Collection Point. They can be started or stopped from the Services console.
Solution data
The BMC Service Level Management (BMC SLM) solution data is a set with a sample service contract, an agreement, and service target definitions based on the fictitious company Calbro Services. The BMC SLM solution data can be installed on your test system by selecting the appropriate option within the installer. BMC SLM solution data is designed to demonstrate a typical BMC SLM environment supporting three critical business services at Calbro Services. Each of these business services has contracts defined with both the business service users and the service suppliers. Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) define compliance targets aligned with Calbro service expectations and data from one or more service targets are used to calculate compliance.
NOTE
This component should only be installed in test or development environments. Do not install this component in production environments.
12
Installation Guide
Supporting application and components overview
Supporting application and components overview

This section contains a brief description of supporting components and programs used with the application. For a complete description of the supporting applications, see the related supporting programs guide (the guide titles are shown at the end of each brief description, where applicable).
BMC Atrium Core

The BMC Atrium Core provides a Configuration Management Database (BMC Atrium CMDB) coupled with common user, programmatic, and reporting interfaces to accelerate attainment of Business Service Management. The BMC Atrium Core also provides the BMC Remedy Product Catalog.
BMC Atrium CMDB

BMC Atrium CMDB stores information about configuration items and their relationships in an inheritance-based data model, and has the ability to reconcile data from different sources. BMC Atrium CMDB enables other BMC applications to manage CIs, predict the impact of configuration changes, and perform other Business Service Management (BSM) functions. You must install the latest version of BMC Atrium CMDB before you install the product. See the Compatibility Matrix for the latest versions required. For more information, see the BMC Atrium Users Guide.
BMC Atrium Product Catalog

Any application (BMC or non-BMC) can use the Product Catalog to identify a single name for a software application and its versions, which in turn supports license compliance and provisioning. The Product Catalog is used to normalize discovered data, both the name and categorization of software products. It must be installed before you install any BMC Remedy ITSM applications. For more information, see the BMC Atrium Core Product Catalog and DML Guide.
NOTE
BMC Atrium Product Catalog is not required for BMC Service Level Management.
Chapter 1
13
BMC Remedy Action Request System

BMC Remedy AR System provides a consolidated Service Process Management platform for automating and managing Service Management business processes. With its request-centric, workflow-based architecture, BMC Remedy AR System is optimized for efficiencies in Service Management business process delivery, and includes pre-built functionality for notifications, escalations, and approvals. BMC Remedy AR System is compatible with existing IT infrastructures, and includes various integration capabilities, including support for Web Services.
BMC Remedy Approval Server

BMC Remedy Approval Server enables you to automate approval processes. When an BMC Remedy AR System application triggers an approval process, the BMC Remedy Approval Server routes a request to collect signatures within a defined approval process, handling all notifications and requests for more information as it collects each response (approving or rejecting). Install the BMC Remedy Approval Server before you install BMC Service Request Management, BMC Remedy Asset Management, or BMC Remedy Change Management. For more information, see the BMC Remedy Approval Server Guide.
NOTE
BMC Remedy Approval Server is not required for BMC Service Level Management.
BMC Remedy Assignment Engine

The BMC Remedy Assignment Engine is used to automatically determine an assignee for a ticket, based on a set of rules that you can configure. Such rules typically include the availability of employees and group membership. The engine can be configured to assign employees either on a round-robin basis or by load balancing. The latter method can be further configured by capacity of employees or by the number of requests assigned. Install the BMC Remedy Assignment Engine before you install BMC Service Request Management. For more information, see the BMC Remedy Action Request System Configuration Guide.
NOTE
BMC Remedy Assignment Engine is not required for BMC Service Level Management.
14
Installation Guide
Installation roadmap
Installation roadmap
The following steps provide an overview of the process to follow when installing the application.
Step 1 Review the documentation. (See Important documents to review.) Step 2 Back up and prepare your database. (See Chapter 3, Before you install.) Step 3 Prepare your system to install BMC Remedy AR System components and clients
and any product components. (See Chapter 4, Pre-installation procedures.)

Step 4 Complete the worksheets. (See Chapter 5, Installation worksheets.) Step 5 License the BMC Remedy AR System server for the application. (See the
Administration Guide.)
Step 6 Install the applicationand help. (Chapter 6, Installing the product.) Step 7 Perform post-installation procedures. (See Chapter 7, After you install.)
Important documents to review

Review the following information before you install the product. Known issues, localization, and additional information in the product release notes, which can be found at http://www.bmc.com/support. The most current product compatibility information at http://www.bmc.com/
support.
Chapter 1
15
16
Installation Guide
Chapter
Planning your deployment
Before you install the product, you should review and understand the entire installation process.
NOTE
To avoid installation problems, consider installing only one version of the product on your computer. The following topics are provided: Hardware requirements (page 18) Installation disk space requirements (page 18) BMC Remedy AR System application hardware requirements (page 19) Mid tier hardware requirements (page 19)
Chapter 2
17
Hardware requirements
The hardware requirements for any given environment depend on the size and amount of activity you expect. This section describes minimum requirements. BMC recommends that you perform an analysis of your organizations needs to determine the hardware requirements for your installation. The minimum requirements given are intended for use in non-production, proof of concept, or small development environments. Using the minimum requirements, you can install BMC Remedy AR System, launch BMC Remedy User, and view the BMC Remedy AR System sample application without further customization on a Windows-based server. The following requirements are for Windows-based servers. UNIX-based servers have comparable hardware requirements. They do not include database minimum requirements, which vary by vendor. See the database vendors documentation for recommended database system requirements. Hardware and software requirements are listed in the Product Availability and Compatibility Matrix available at http://www.bmc.com/support. See the release notes for additional requirements information.
NOTE
Installation disk space requirements

The installation requires a minimum of 1.5 GB of free temporary disk space. To verify your available space: On Microsoft Windows, check the hard disk space using Windows Explorer. On UNIX, use the df- k command to check /tmp. If the temporary space on UNIX is less than 1.5 GB, you can optionally set the IATEMPDIR environment variable to point to a directory that has sufficient disk space. In this case, the installer will use the alternate directory as the temporary directory. To set IATEMPDIR: In the Korn shell or the Bourne shell, use the export command:
#IATEMPDIR=/folder/which/has/sufficient/space #export IATEMPDIR
In the C shell, use the setenv command:

#setenv IATEMPDIR /folder/which/has sufficent/space
18
Installation Guide
BMC Remedy AR System application hardware requirements
BMC Remedy AR System application hardware requirements

The basic BMC Remedy AR System hardware requirements increase when you install applications that run on top of BMC Remedy AR System. Minimum hardware requirements for BMC Remedy AR System and one complex application, in a production environment, on a Windows server are: Available RAM: 6 GB Available hard disk space: 7 GB Dual processor: 3 GHz For each additional, complex application, an additional 2 GB of disk space is required.
NOTE
For certain environments, BMC recommends increased hardware requirements. Using Oracle on HP-UX and installing all language packs, for example, requires a minimum of 8 GB available RAM.
Mid tier hardware requirements

BMC recommends that you install the mid tier on a separate server, with the same minimum and recommended requirements as a BMC Remedy AR System server.
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Installation Guide
Chapter
Before you install
Before you install the product, you must prepare your database. The information in this section is in addition to the database preparation information in the BMC Remedy Action Request System Installation Guide. The following topics are provided: Database recommendations (page 22) Configuring databases that are not configured to extend automatically (page 22) Configuring IBM DB2 (page 23) Configuring Microsoft SQL Server (page 25) Configuring Oracle databases (page 26) Configuring Sybase databases (page 26) Configuring AIX (page 28)
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Database recommendations
BMC recommends at least 2 GB of disk space for the database. Depending on the number of records your system handles and the specific type of database you are using, however, you might need more than this. If you do not have 2 GB or more before beginning the installation, you might run out of free space during installation. As the transaction log fills up, the BMC Remedy AR System suspends operation. When the transaction log is completely full, the BMC Remedy AR System writes a message to the BMC Remedy AR System error log and the installation terminates.
NOTE
If the transaction log fills during the installation and the installation fails, clear the transaction log, and then increase the size of the transaction log before reinstalling the product. See the documentation for your database for information about how to increase the size of the database transaction log or how to clear it.
Configuring databases that are not configured to extend automatically

The information in this section applies to databases that are not configured to extend automatically.
NOTE
This information does not apply to Oracle, which has separate requirements listed in Configuring Oracle databases on page 26.
To configure a database that is not configured to extend automatically

1 Set the BMC Remedy AR System data file size to at least 2 GB for the BMC Service
Level Management application, or to at least 8 GB if you are also installing all BMC Remedy IT Service Management (BMC Remedy ITSM) applications.
2 .Set the log file size to 2 GB, or higher.
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Installation Guide
Configuring IBM DB2
Configuring IBM DB2

Make sure your IBM DB2environment is set up properly. Some forms have entries that exceed the default BMC Remedy AR System size limit for each record. The following steps help optimize the way DB2 determines which forms it places in larger containers. Perform these steps to provide a balanced performance standard across all the forms. To perform the following steps, make sure you are logged in as the DB2 instance owner, for example: su - db2 instance.
Before you begin

Verify that the following DB2 values have been set during the installation of BMC Atrium CMDB: APP_CTL_HEAP_SZ 40480 UTIL_HEAP_SZ 95000 STMTHEAP 60000 LOGFILSIZ 4000 If you confirm that these values have been set, skip steps 1 and 2 in the following procedure. If you find that the values have not been set, you must complete all of the steps. To perform the following steps, make sure you are logged in as the DB2 instance owner (for example: su - db2<instance>).
To set up the IBM DB2 environment

1 If the following values for the following commands are not already set, run the
commands:
DB2=> DB2=> DB2=> DB2=> UPDATE UPDATE UPDATE UPDATE DB DB DB DB CFG CFG CFG CFG for for for for databaseName databaseName databaseName databaseName using using using using APP_CTL_HEAP_SZ 40480 UTIL_HEAP_SZ 95000 STMTHEAP 60000 LOGFILSIZ 4000
NOTE
The default database name is ARSYSTEM.
2 Create a 32 KB buffer pool, as shown in the following example commands: DB2=> connect to databaseName DB2=> create bufferpool bufferpoolName immediate size size pagesize 32K DB2=> connect reset
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3 Make sure you have a 32 KB table space.
The BMC Remedy AR System installation program creates a 32 KB table space for DB2 databases. You may skip this step after your database administrator determines the BMC Remedy AR System installation program created a 32 KB table space. If you do not have a 32 KB table space, run a command similar to the following example.
DB2=> create regular tablespace tablespaceName pagesize 32K managed by system using ('/dir/dir/containerName') extentsize 32 [overhead 10.5] prefetchsize 32 [transferrate 0.14] bufferpool bufferpoolName [dropped table recovery off]
Optional parameters are enclosed in square brackets, for example:

[dropped table recovery off]
Replace /dir/dir/containerName with the complete path to the location where the container will be stored. The container can be an absolute or relative directory name. Replace bufferpoolName with the name of the buffer space you created.
NOTE
The Dropped Table Recovery Off option can improve performance but it means that you cannot recover a table if it is accidentally dropped.
4 If the database is on a remote computer, grant the table space permission to the
ARAdmin user by running the following command:

DB2=> grant use of tablespace tablespaceName to user aradminUser with grant option; 5 If you are using system managed space (SMS), a temporary table space with a
larger page size than the default system-managed temporary table space is required. The BMC Remedy AR System installation program creates a temporary 32 KB table space for DB2 databases. You may skip this step after your database administrator determines the BMC Remedy AR System installation program created a temporary 32 KB table space. If you do not have a temporary table space, run a command similar to the following example:
DB2=> create system temporary tablespace tablespaceName pagesize 32K managed by system using ('/dir/dir/containerName') extentsize 32 prefetchsize 32 bufferpool bufferpoolName
Replace /dir/dir/containerName with the complete path to the location where the container will be stored. The container can be an absolute or relative directory name. Replace bufferpoolName with the name of the buffer pool you created.
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Installation Guide
Configuring Microsoft SQL Server
For more information, see the BMC Remedy Action Request System Database Reference guide. See the procedure for creating a table space with a larger page size for a form in the Using IBM DB2 Universal Database with BMC Remedy AR System section of the Using Relational databases with BMC Remedy AR System chapter.
6 For a Unicode DB2 installation, make sure that the DB2CODEPAGE variable is set to 1208.
On Windows, for example, enter the following command from the DB2 command window:
db2set DB2CODEPAGE=1208
NOTE
The DB2CODEPAGE setting is part of the database client libraries. Make sure that this setting is correct on the computer where the BMC Remedy AR System is running, which might be different from the computer where the database is located. For more information about the syntax and usage of DB2 commands, see the DB2 documentation.
7 The installer adds the following lines to the BMC Remedy AR System database
configuration file (ardb.conf):
NOTE
For information about creating the ardb.conf file, see "Forms with more than 254 fields".
Form: SLM:Service Target Clause: IN tablespaceName
Configuring Microsoft SQL Server

Make sure your Microsoft SQL Server environment is set up as described in this section. If you are using Microsoft SQL Server 2005, make sure you have installed the most current Service Pack. Purge the transaction log frequently to prevent it from filling up during installation. If the database is configured to extend automatically, make sure that you have made the following settings: Set the BMC Remedy AR System data file size to 1 GB or greater; BMC recommends 2 GB. Set the log file size to 1 GB or greater.
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Configuring Oracle databases

Make sure your Oracle environment is set up as described in this section.
To configure an Oracle database

1 Set the BMC Remedy AR System data file size to at least 2 GB. 2 Set the Oracle redo log file size to at least 1 GB. 3 Set the BMC Remedy AR System log file size to at least 1 GB.
NOTE
For each additional product, add at least 2 GB to the data file size and at least 100 MB to the log file size.
4 Set the table space and temporary table space to at least the following minimum
settings. Set arsys1=2000 and artmpf =500.

5 To avoid timeout errors during installation, set the System Global Area (SGA)
minimum size to at least 1 GB (small database), 3 GB (medium database), or 6 GB (large database). For Oracle 10g or 11g, BMC recommends setting the maximum SGA size and enabling the database to automatically manage the internal memory structures of the SGA.
6 For Oracle 10g or 11g: a Add the following line to the ar.cfg file (Windows) or ar.conf file (UNIX): Oracle-Cursor-Sharing: SIMILAR b Add the following line to the Oracle initialization file: CURSOR_SHARING: SIMILAR
For more information, see the Oracle's Cursor Sharing for BMC Remedy Products white paper on the Customer Support website at:
http://www.bmc.com/support
Configuring Sybase databases

Make sure your Sybase environment is set up as described in this section.
To configure a Sybase database

1 Change the minimum page size to 8 KB. For information about increasing the page
size, see your Sybase documentation.

2 Increase the default tempdb size to 600 MB.
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Installation Guide
Configuring Sybase databases
3 If you created a device in addition to a master device, designate the database
device as a default database device. This is required because BMC Remedy AR System is always created on the default device.
4 If the database is configured to extend automatically, specify the following values: a Set the BMC Remedy AR System data file size = 3 GB or larger. b Set the log file size = 2 GB or larger.
Change the Sybase configuration file to the following recommended minimal values, and then restart the Sybase server.
[Meta-Data Caches] number of open objects = 1310072 number of open indexes = 512000 number of open partitions = 6000 [Physical Memory] max memory = 128000 [SQL Server Administration] procedure cache size = 6400 [Lock Manager] lock scheme=datarows 5 Change the Sybase configuration file to the following recommended minimal
values, and restart the Sybase server.

6 To prevent the transaction log from filling up during installation, set the trunc log on chkpt database option on the following databases:
BMC Remedy AR System database tempdb Use the following commands:

sp_dboption databaseName, trunc log on chkpt, true go
NOTE
Disable the trunc log on chkpt option for all databases after the successful installation and before any production activity.
Forms with more than 254 fields

By default, Sybase does not work with forms that have more than 254 fields. This topic describes how to respond to error messages that may result from forms with more than 254 fields. Because some forms have more than 254 fields at installation time, or can be expanded to have more than 254 fields during an integration with another application, you can receive an error message similar to the following example when installing the application on Sybase:
552 Failure during SQL operation to the database Number of variable length columns exceeds limit of 254 for allpage locked tables. ALTER TABLE for 'T566' failed
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If this happens during an integration, you might also receive a message similar to the following example:
303 Form does not exist on server SIT:Site Group
This occurs when the integration process adds fields to a form (using the ALTER TABLE command) that increase the number of fields to more than 254. When this happens, Sybase rolls back the change and drops the original table. This generates further installation errors because additional dependencies fail to import.
Workaround
To prevent this from happening, create an ardb.conf file before you install BMC Remedy ITSM applications. The ardb.conf file applies the Sybase "lock datarows" feature to forms with more than 254 fields. The ardb.conf file must contain the following entry and be located under the BMC Remedy AR System installation directory (for example, /opt/bmc/ARSystem/ conf). The modifications made by the installation program are as follows:
Form:SLM:Service Target Clause: IN tablespaceName
Configuring AIX
Make sure your AIX environment is set up as described in this section.
To configure AIX
1 Before you perform an installation on IBM AIX V5.3, run the following command to check your ncargs settings: lsattr -E -l sys0 -a ncargs 2 If needed, set the ncargs system attribute to a higher maximum value, for
example:
chdev -l sys0 -a ncargs=32
BMC recommends a value of 32.
NOTE
For AIX V6 the default is 256, so no change should be needed.
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Installation Guide
Chapter
Pre-installation procedures
This section contains important information about installation prerequisites. Review this section before installing the product. The following topics are provided: Installation process (page 30) Application licenses (page 30) Completing Windows prerequisites (page 31) Running an X Windows client (UNIX only) (page 33) Preparing BMC Remedy AR System to run the application (page 33) Reports prerequisites (page 34) Configuring web services for integration (page 35) Installing the application if BMC Remedy Encryption Security is activated (page 36)
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Installation process
This topic shows the order in which to perform installations. Use the table that is included to plan your installations.
WARNING
If you plan to use the application with any BMC Remedy ITSM applications, you must install the BMC Remedy ITSM applications and the latest BMC Remedy ITSM patches before installing the product.
Application licenses
You must understand your licensing needs before you start the installation process. Depending on the components that you use, you might need several licenses to activate an application. You must activate the licenses before installing the applications. Each user requires a user fixed or a user floating license to create, modify, view, or delete agreements and service targets. A user fixed or a user floating license is also required for accessing results in the BMC SLM dashboard. All BMC SLM permission groups require a user fixed or a user floating license. For information about activating licenses, see the BMC Remedy Action Request System Configuration Guide. You can obtain license keys for applications that you are installing from the BMC Software electronic product download (EPD) page. Access the EPD page from the BMC Customer Support site at http://www.bmc.com/support.
NOTE
If you do not know your user ID and password for the site, contact Customer Support by telephone or email. To obtain a key, you must provide the following information: Support contract ID Purchase order number Email address Version of BMC Remedy AR System server Host ID of your BMC Remedy AR System server
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Installation Guide
Completing Windows prerequisites
Completing Windows prerequisites

These procedures describe how to meet the Windows prerequisites before you start installing the product. If you are using Terminal Services, you must update Terminal Services configuration options as needed before running the installation program. If you are using Terminal Services, the installer will not run until you configure Terminal Services correctly. If you are using the data execution prevention (DEP) feature in Windows XP (with Service Pack 2 or later) or Windows Server 2003, you must configure DEP for the product installer executable program.
NOTE
If you do not configure these items before you run the installer, an installer panel appears listing the steps required to perform these issues. These steps are also listed in the following procedures.
Updating Terminal Services configuration options

The following steps describe how to update Terminal Services configuration options.
To update Terminal Services configuration options

1 From the Windows Start menu, click Run. 2 Perform the following steps, as appropriate to your Windows environment:
Windows 2003
a Type tscc.msc, and click OK. b In Server Settings, set Delete temporary folders on exit to No. c Set Use temporary folders per session to No.
Windows Vista (or later)

a Type gpedit.msc, and click OK. b Choose Computer Configuration > Administrative Templates > Windows
Components > Terminal Services > Terminal Server > Temporary folders.
NOTE
For Windows 7 and 2008 R2, choose Computer Configuration > Administrative Templates > Windows Components > Remote Desktop Services > Remote Desktop Session Host > Temporary folders.
c Change the state for Do not delete temp folders upon exit to Enabled. d Change the state for Do not use temporary folders per session to Enabled.
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3 Restart the computer. 4 If the settings do not take effect, perform the following steps: a From the Windows Start menu, click Run. b Type regedit, and click OK. c Choose HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Terminal Server d Update PerSessionTempDir to 0 and DeleteTempDirsOnExit to 0. e Restart the computer.
Configuring the DEP feature

The following steps describe how to configure the DEP feature.
To configure the DEP feature

1 From the Windows Start menu, click Control Panel, and then double-click System. 2 In the Performance area on the Advanced tab, click Settings. 3 On the Data Execution Prevention tab, verify if the Turn on DEP for all programs
and services except those I select option is selected. If the Turn on DEP for essential Windows programs and services only option is selected, no configuration is required.
NOTE
If you do not select the Turn on DEP for all programs and services except those I select option and then perform the remaining steps in this procedure, the installer might not run correctly.
4 If the Turn on DEP for all programs and services except for those I select option is
selected, click Add.

5 Browse to the <name, such as setup.exe> installation application for the
product and then click Open.

6 Click Add when the installation program appears in the DEP program area. 7 Browse to the bmccollectionpoint-win32.exe installation application for BMC
SLM Collection Point and then click Open.

8 Click Apply, and then click OK. 9 Restart the computer.
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Installation Guide
Running an X Windows client (UNIX only)
Running an X Windows client (UNIX only)

Installing the application on UNIX requires an X Windows client on the local computer because the installer uses a graphical user interface.
To run a remote installation on a UNIX computer

1 Make sure you have an X Windows client on the local computer. 2 Log in to the remote computer, and set the DISPLAY environment variable to point
to the X Windows client on the local computer.

3 Run the installer.
Preparing BMC Remedy AR System to run the application

Before installing the application, prepare BMC Remedy AR System.
To prepare BMC Remedy AR System to run the application

1 Make sure that you have installed and licensed (or have upgraded to) BMC
Remedy AR System 7.6.02 (or later) on all servers and BMC Remedy User clients that you are using with the application. Review the most current product compatibility information at http://www.bmc.com/support.
2 To install the application, make sure you are a member of the Administrator group
in the BMC Remedy AR System User form.

3 To use email notifications, install the BMC Remedy Email Engine. For information
about the email engine, see the BMC Remedy Email Engine Guide. You can also use BMC Remedy Alert for notifications.
4 Disable BMC Remedy AR System server encryption. 5 Install a supported web server and the BMC Remedy Mid Tier. For a list of
supported web servers, see product compatibility information on the Customer Support website at http://www.bmc.com/support.
6 Before performing an upgrade installation, make sure that all notifications have
been processed. Query the NTE:SYS NT Process Control form to make sure that there are no records in this form. If records exist in the NTE:SYS NT form that are older than one day, you can safely delete these records. Also make sure your system is finished processing notifications.
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7 For improved performance if you are using the application with the BMC Atrium
CMDB, run your BMC Remedy AR System server on a private RPC socket with the following values: Windows
RE-RPC-Socket 390698 (for the Reconciliation Engine) Private-RPC-Socket 390698 10 10 (for the BMC Remedy AR System Server)
UNIX
RE-RPC-Socket 390698 (for the Reconciliation Engine) Private-RPC-Socket 390698 6 6 (for the BMC Remedy AR System Server)
NOTE
You can also use port number 390699, but the port numbers for the BMC Remedy Reconciliation Engine and the BMC Remedy AR System Server must match.
8 Configure the BMC Remedy AR System server to run on a private server first to
allow this. For more information about private servers, see the BMC Remedy Action Request System Configuration Guide.
9 Enable escalations on the AR System server, as follows. a Log on to your BMC Remedy System AR System server in a browser or BMC
Remedy User.
b Open the AR System Administration Console. c Choose System > General > Server Information. d From the Server Information form, click the Configuration tab. e Make sure the Disable Escalations option is not selected.
Reports prerequisites
To view reports using a browser, install Crystal Reports software (purchased separately). For information about supported versions of Crystal Reports, see product compatibility information on the Customer Support website. Review the most current product compatibility information at http://www.bmc.com/ support. The Crystal Reports Web Components server runs only on Windows. However, if you use the UNIX Web Connector component that comes with Crystal Enterprise, you can connect the UNIX BMC Remedy Mid Tier with Crystal Enterprise running on Windows. For more information, see the BMC Remedy Action Request System Installation Guide and BMC Remedy Mid Tier Guide.
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Installation Guide
Configuring web services for integration
The installation of BMC Remedy User (with the default ODBC option selected) automatically includes a Crystal DLL that is used for viewing reports. You cannot design or modify reports created in Crystal Reports using BMC Remedy User. If you do not own Crystal Reports, you can use the reporting tool in BMC Remedy User to generate reports for requests from a search.
Configuring web services for integration

To use web services for integrations among the product and third-party applications, complete the following steps.
To configure web services for integration

1 Install Sun Java SE 1.5 (or later) before installing or upgrading the application.
.
Operating system Windows, Solaris, Linux (Red Hat and SuSE) HP-UX AIX
Vendor Sun Microsystems HP IBM
Minimum required version JDK 1.5.0_12 HP JDK 1.5 build 1.5.0.05 JDK 1.5 SR2
NOTE
Sun Microsystems refers to Java 1.5 as 5.0 and 1.6 as 6.0. For information about the required version of Java SE, review the most current product compatibility information at http://www.bmc.com/support.
2 Choose the web service option during the installation of BMC Remedy AR System.
If you install Java after installing BMC Remedy AR System, or do not select the web service option during installation of BMC Remedy AR System, reinstall BMC Remedy AR System.
NOTE
The first time you use the web service after installation, you must access the Web Service Settings page in the Mid Tier Configuration Tool for this AR System server and enter Demo or another user name in the Anonymous User Name field. Otherwise, the following error message appears: Error 149: A user name must be supplied.... For more information, see the Accessing the Mid Tier Configuration Tool section of the BMC Remedy Action Request System Integration Guide.
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Installing the application if BMC Remedy Encryption Security is activated

If you activated BMC Remedy Encryption Security on the BMC Remedy AR System server, you must deactivate it before you install the application. Installing the application on an encrypted BMC Remedy AR System server is not supported. For more information about the BMC Remedy Encryption Security products, see the BMC Remedy Encryption Security BMC Remedy Encryption Security Guide.
Deactivating BMC Encryption Security

The following procedure describes how to deactivate BMC Encryption Security before installing the application
To deactivate BMC Remedy Encryption Security

1 Log on to your BMC Remedy AR System server. 2 Open the AR System Administration Console. 3 Choose System > General > Server Information. 4 From the Server Information form, click the Encryption tab. 5 In the New Encryption Settings area, choose Disabled in the Security Policy list,
and click Apply.

6 Restart the BMC Remedy AR System server. 7 Run the application installer.
Reactivating BMC Encryption Security

The following procedure describes how to reactivate BMC Encryption Security after installing the application
To reactivate BMC Remedy Encryption Security after installing the application

1 Log on to the BMC Remedy AR System server. 2 Open the AR System Administration Console. 3 Choose System > General > Server Information. 4 From the Server Information form, click the Encryption tab. 5 In the New Encryption Settings area, choose Optional or Required in the Security
Policy list, and click Apply.
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Installing the application if BMC Remedy Encryption Security is activated
6 Copy the arencrypt7603_build001.dllfile into the bin directory.
Windows default locationC:\Program Files\BMC Software\BMC Service

Level Management\bin
UNIX default location<SLM Installer dir>/bin

7 Restart the BMC Remedy AR System server.
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Installation Guide
Chapter
Installation worksheets
This section includes a worksheet for the installation screens that require information to complete the installation. The following topics are provided: Product installation worksheet (page 40) BMC SLM Collection Point worksheet (page 44) Online help installation worksheet (page 44)
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Product installation worksheet

The following worksheet lists the parameters that you need to provide during the product installation. The worksheet includes default parameter values when they apply. To prepare for the installation, print a copy of the worksheet and record the parameter values for your site. Refer to the worksheet during the installation.
Table 5-1: BMC SLM installation worksheet (Sheet 1 of 4) Installation parameter Select BMC SLM components Select one or multiple items. Select Primary Server to install on a stand-alone BMC Remedy AR System server or to install on the primary BMC Remedy AR System server in a server group environment. Do not select this box when installing BMC SLM on a secondary server in a server group environment.
Note: Standard Service Level Management AR
Value BMC Service Level Management Primary Server Service Level Management Sample Data Standard Service Level Management AR Integrations BMC Remedy Asset Management BMC Remedy Change Management BMC Remedy Service Desk BMC Requestor Console BMC Release Management Service Level Management Collector Optional Service Level Management AR Integrations BMC Service Impact Manager
Integrations are installed automatically.
Directory Selection Destination directory for the BMC SLM application and components Accept the default or type the full directory path. Localized View Information Select additional language for form views to be installed. (English views are installed by default.) French German Italian Japanese Korean Portuguese (Brazil) Russian Simplified Chinese Spanish Service Level Management Collector Information
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Installation Guide
Table 5-1: BMC SLM installation worksheet (Sheet 2 of 4) Installation parameter Select Web Server type This installation panel appears if you selected the BMC Service Level Management Collector on the BMC SLM component selection panel. Select one web server from the list. Web Server Root File Path Depending on the application server type you choose, information about the path appears below the Web App Root field. Browse to, or type, the location indicated. Tomcat: <Tomcat_root>/webapps/ JBoss: <JBoss_root>/server/default/ deploy Servlet Exec: <Servlet_Exec_root>/ webapps/default Other: Specify a path for the files to be copied. Web Server Port Number The installer provides the default port number of 8080. If you are not sure about the correct port to use, contact your system administrator. Java JDK Browse to, or type, the path to your Java Development Kit (JDK). The JDK must be version 1.5 or later. Remote BMC SLM Collector Information This option appears if you do not select Service Level Management Collector on the BMC SLM component selection panel. You can install the Service Level Management Collector on any system. Select to install the BMC SLM Collector remotely Select one of the options. Remote BMC SLM Collector Server Host Name The name of the remote system on which the BMC Service Level Management Collector will be installed, for example, SLMCollectorServer1 Remote BMC SLM Collector Server Port Number The installer provides the default port number of 8080. If you are not sure about the correct port to use, contact your system administrator. BMC Remedy AR System Server Administrator Logon Information BMC Remedy AR System Server User Name The default user name is Demo. No Remote Collector Use Remote Collector Value Tomcat 5.X or 6.X JBoss 4.X Servlet Exec ISAPI 5.0 Other
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Table 5-1: BMC SLM installation worksheet (Sheet 3 of 4) Installation parameter BMC Remedy AR System Server Password The default password for Demo is blank. BMC Remedy AR System Server TCP Port Type the TCP port number specified by the BMC Remedy administrator for the BMC Remedy AR System server. The default is 0 (zero) or blank. BMC Remedy AR System Server Host Name The name of the AR System server, for example, SLMServer1 Java Platform Information Java JDK Browse to, or type, the path to your Java Development Kit (JDK). The JDK must be version 1.5 or later. BMC SLM Collector Service Selection Select to install the BMC SLM Collector as a service Select one of the options. AR System Server Database Information The BMC SLM Collector sends data directly to the BMC Remedy AR System database. Database information is needed only when you install the BMC SLM Collector. Install as Service Do not install as Service Value
Select the BMC Remedy AR System server database

Select the database for your BMC Remedy AR System server. The database you select in this panel determines the database parameters in the next panel. Database server The name of the server where your database is installed. Instance Name MSSQL (Mixed Mode Authentication) or MSSQL (Windows Only). The name of the database instance, if used. Database Name The name of the BMC Remedy AR System database. The default database name as created by the BMC Remedy AR System installer is ARSystem. Domain Name MSSQL (Windows Only). If you intend on using Windows Authentication with MSSQL you must log in as a Windows Domain Administrator.
MSSQL (Mixed Mode Authentication) MSSQL (Windows Only) Oracle DB2 Sybase
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Installation Guide
Table 5-1: BMC SLM installation worksheet (Sheet 4 of 4) Installation parameter Database Port The default for MSSQL is 1433, Oracle is 1521, DB2 is 50000 and Sybase is 5000. Database User User name of the administrator who has permission to create the BMC BMC Service Level Management database and database forms. The default is ARAdmin. Value
BMC Remedy AR System Database Password

The default is AR#Admin#. SID Name Oracle only. The system identifier (SID) of the instance on the Oracle database. Located in the ar.conf or ar.cfg file.
BMC Remedy AR System Application Service

Password Information Application Service Password This password is specified during the BMC Remedy AR System server installation. BMC Collector Service Web Server Host Name The name of the computer where the BMC SLM Collector is installed. If the BMC SLM Collector is not installed, type the computer name where to install the BMC SLM Collector. Web Server Port Number The installer provides the default port number of 8080. If you are not sure about the correct port to use, contact your system administrator.
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BMC SLM Collection Point worksheet

This worksheet contains installation parameters common for the BMC SLM Collection Point. Enter your parameter values in the Value column
Table 5-2: BMC SLM Collection Point worksheet Installation parameter Directory Selection Destination directory for the BMC SLM Collection Point files Accept the default or type the full directory path. Connecting to the BMC SLM Collector BMC SLM Collector Server Port Number The installer provides the default port number of 7089. If you are not sure about the correct port to use, contact your system administrator. Java Platform Information Java JDK Browse to, or type, the path to your Java Development Kit (JDK). The JDK must be version 1.5 or later. Value
Online help installation worksheet

This worksheet contains installation parameters common for the product online help. Enter your parameter values in the Value column.
Table 5-3: Online help worksheet Installation parameter BMC Remedy AR System server Administrator Logon Information BMC Remedy AR System Server User Name The default user name is Demo. BMC Remedy AR System Server Password The default password for Demo is blank. BMC Remedy AR System Server Host Name The name of the BMC Remedy AR System server. BMC Remedy AR System Server TCP Port Type the TCP port number specified by the BMC Remedy administrator for the BMC Remedy AR System server. The default is 0 (zero) or blank. Web Server Type Value
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Installation Guide
Online help installation worksheet
Installation parameter Select the web server
Value IIS 5 Apache Tomcat Other None - just install the help files
LOCALIZATION Select localized form views (in addition to English) French German Italian Japanese Korean Portuguese (Brazil) Russian Simplified Chinese Spanish Directory Selection Destination directory for the online help Accept the default or type the full directory path. URL Installation Directory Selection Specify the URL for the installation directory. This will be registered in the Application Properties. Accept the default or type the full directory path.
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Installation Guide
Chapter
Installing the product
This section contains instructions to install the product to a BMC Remedy AR System server. The following topics are provided: About installing on HP-UX and Linux from a DVD (page 48) Installing on HP-UX after mounting the installation DVD (page 48) Installing the product (page 48) Installing the BMC SLM Collection Point (page 49) Installing the product to a server group (page 50) About installing help (page 51)
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About installing on HP-UX and Linux from a DVD

The HP-UX and Linux systems might have operating system configuration issues when the application is installed directly from a DVD. In some cases, the DVD mount might cause long file names from the DVD not to work. Configure the operating system to allow long file names to be read and copied.
Installing on HP-UX after mounting the installation DVD

If you attempt to install application on HP-UX after mounting the installation DVD using the mount command, you receive an error message and the installation fails.
To mount the installation DVD on HP-UX using the Portable File System (PFS).
1 Enter the following commands to start the PFS daemons: /usr/sbin/pfs_mountd & /usr/sbin/pfsd & 2 Enter the following commands to create a directory and mount the DVD: mkdir /dvdrom pfs_mount /dev/dsk/cXtXdX /dvdrom

This section describes how to install the product.
NOTE
The installer can also upgrade the product and components. The steps for a new installation or an upgrade are the same. When installing the application on UNIX, BMC recommends performing the installation as a root user. However, you can perform the installation as a nonroot user. For more information, see the BMC Remedy Action Request System Installation Guide.
NOTE
If you choose to install the application as a non-root user, you must log in to the UNIX system under the same UNIX user ID that was used to install BMC Remedy AR System.
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Installing the BMC SLM Collection Point
To install the product

1 Run the installer file on DVD 1 or download it from the EPD site.
On Windows, the installer file is <name of file>.exe, for example, setup.exe. On UNIX, the installer file is <name of file>.bin, for example, setup.bin.
2 Use the installation worksheets provided in this guide to enter the information.
When you install the product, certain sample data is inserted. If this data already exists on your workstation, you might receive index violation errors. These errors can occur when installing the product in any language. You might receive an error message for either of the following reasons: If you have a previous version of the product installed on your machine and are upgrading to a more recent version. If you have installed other products previously. If you receive an error message when you are installing the product or upgrading to a more recent version of the product, you can ignore this message because the necessary data already exists. Therefore, the product will function properly.
Installing the BMC SLM Collection Point

The following sections describe how to install the BMC SLM Collection Point on Windows and UNIX.
To install BMC SLM Collection Point on Windows

1 Run setup.exe on DVD 2. 2 Use the installation worksheets as a guide as you install the BMC SLM Collection
Point.
To install BMC SLM Collection Point on UNIX

1 Run setup.bin on DVD 2. 2 Use the installation worksheets provided in this guide to enter the information on
the windows.
NOTE
You can install multiple collection points on a single server. To install multiple collection points you must change the BMC SLM Collection Point port number and installation directory each time you run the BMC SLM Collection Point installer.
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Installing the product to a server group

A server group consists of two or more AR System servers designated as part of a group that share the same database. Servers that belong to the same group can provide backup for server operations that are allowed to run on only one server at a time. Critical operations have greater availability because you can configure any server in the group to back up another servers operations.
NOTE
To install the application in a server group environment, the product must be installed first on the primary BMC Remedy AR System server.
Before you begin

Before installing the product to a server group, ensure that load balancing is disabled. If you need to disable it:
1 Open the ar.cfg file (located in the <AR Server installation directory>/conf
directory) in a text editor.

2 Modify the value of Server-Name to the name of the BMC Remedy AR System
server. If load balancing was previously enabled, the value in Server-Name was the load balancer IP address.
3 Keep a record of the load balancer IP address so you can re-enable load balancing
after installing the product to the server group.

4 Restart both BMC Remedy AR System servers (first the primary server, and then
the secondary server).
Running the application installer in a server group environment

The following section describes how to run the installer in a server group environment.
To run the application installer in a server group environment

1 Install, license, and configure BMC Remedy AR System servers and components
to support a server group environment. For more information see the BMC Remedy Action Request System Configuration Guide.
2 Install and configure BMC Atrium CMDB in a server group environment. For
information about installing and configuring BMC Atrium CMDB for a server group environment, see the BMC Atrium Core Installation Guide.
3 Install the product licenses on your primary BMC Remedy AR System server
before installing the application. Because BMC Remedy AR System servers in a server group use the same database, they share licenses. Each BMC Remedy AR System server must have its own server license and license key, but it shares all other licenses with the other BMC Remedy AR System servers in the group.
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About installing help
4 Run the application installer on your primary BMC Remedy AR System server, as
described in Installing the product on page 48.

5 Run the application installer on the secondary servers in your server group, as
described in Installing the product to a server group on page 50. The application installer detects product installations on the primary BMC Remedy AR System server.
NOTE
Deselect the Primary Server option when installing BMC SLM on a secondary server. For more information, see Product installation worksheet on page 40. The server group installation performs the following actions on secondary BMC Remedy AR System servers: Updates BMC Remedy AR System server configuration files with the product plug-in entries Updates Rule Engine plug-in entries Installs product binary files and plug-in files Updates the AR System tag file
NOTE
Workflow is not installed on secondary BMC Remedy AR System servers during a server group installation.

After installing the application, you must install help separately. To make help available to the applications users, you must install help on a computer that is running a web server, which is typically a different computer from the computer where the application is installed.
NOTE
You must run the help installer locally on the web server computer on which you are installing help. Do not install help for products not installed on your computer. Otherwise, you will overwrite the Configuration help for the products that are installed. The installer overwrites the SHARE:Application_Properties record for the Configuration help when the help for multiple application help is installed. The Configuration help points to the directory of the last application help installed. If the administrator installs help for an application that is not installed, no help files are installed and the SHARE:Application_Properties record for Configuration help is updated to a blank path. As a result, the Configuration help no longer works as expected. To correct this problem, reinstall help for one of your installed applications. The Configuration help will appear, as expected.
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Before you begin, make sure the following prerequisites are met: The product is installed. The help web server is running.
Installing online help on Windows

Use this procedure to install online help on Windows.
To install online help on Windows

1 Run the setup.exe online help installation executable file. The executable file is
located in the Help directory, which you access from one of the following locations: If your files are on a DVD, Help is under the root directory. If you downloaded the application, you access Help from the top level of the working directory that holds the files you extracted after downloading them.
2 Use the installation worksheets provided in this guide to enter the information on
the windows.
Installing online help on UNIX

Use this procedure to install help on UNIX.
To install online help on UNIX

1 Run the application installation script according to one of the following methods.
If you are installing from the DVD

a Mount the DVD that contains the product.
You can do this either locally or remotely.

b Run./helpinstall.sh from the Help directory, which is located under the root
directory. If you are installing files you downloaded

a Change to the working directory containing the application files you
downloaded, then uncompressed.

b Change directory to Help. c Run./helpinstall.sh. 2 At the license agreement prompt, review the user license and maintenance
agreement.
3 When prompted to accept the Licensing and Maintenance agreement, press
ENTER. In a typical installation, where the product is installed on another system, a message appears indicating that no local BMC Remedy AR System server was detected.
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4 When prompted for the BMC Remedy AR System server name, type the name of
the BMC Remedy AR System server on which the product is installed.

5 At the TCP/IP port prompt, press ENTER to use the portmapper, or type the port
number.
6 At the confirmation prompt, press ENTER. 7 When prompted for the BMC Remedy AR System administrator ID, press ENTER
to accept the default value, or type another BMC Remedy AR System Administrator ID.
8 When prompted for the BMC Remedy AR System administrator password, type
the BMC Remedy AR System administrator password corresponding to the ID you typed.
9 When prompted to select the language for help, type the number for the language.
If needed, separate the numbers for multiple languages with commas.

10 Choose one of these options for installing the web server.
Type the letter corresponding to one of the listed web server types. Type O to install online help on a different web server. If you select this option, you must configure your web server and specify a URL pointing to Help. This is the location that you indicate in step 14. Type n to install online help in the directory you specify, but without making it available on a web server. Skip to step 14.
11 When prompted for the web server configuration file, type the path to the web
servers configuration file.
NOTE
Make sure you enter the correct web server port number.
12 Press ENTER to accept the default HTTP port number, or type another port
number.
13 At the confirmation prompt for web server information, press ENTER to accept the
default value, or type n to make changes.

14 When prompted for the Help installation directory, press ENTER to accept the
default directory, or type a different directory. The installer checks to make sure the target directory contains sufficient free disk space required to install help.
15 If you are installing online help on a web server, a prompt appears asking for the
online help URL.

16 When prompted to confirm the installation information, press ENTER.
The installer begins copying the files, and an installation message appears when the installation is complete.
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Chapter
After you install
This section contains activities that you must perform after you install the application and before you configure the application. The following topics are provided: Applying patches (page 56) Completing an upgrade (page 56) Changing the application server host and port number in web services filters for the BMC SLM Collector (page 57) Rebuilding request-based or availability data sources (page 58) Configuring dashboards (page 58) Creating unique names for Service Target and Service Level Agreements (page 60) Configuring secure communication from BMC SLM Collection Point (page 60) Adding FTS licenses (page 65) Enabling localization (page 66) Setting the tenancy mode (page 66) Configuring the application settings (page 66) Changing the database schema sort order (page 67) Configuring the Notification Engine (page 67) Changing the time zone (page 68) Creating BMC Remedy AR System User Preference records (page 68) Improving BMC SLM performance (page 69) Creating Windows shortcuts to a console or home page (page 70) About installing Adobe Flash Player 9 (page 70) Running a post-install health check (page 71)
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After you install
55
Applying patches
After installing the application, you must download and apply the latest application patches.
To download the patches

1 Log in to the Customer Support website: http://www.bmc.com/support.
To download patches, you must have a support contract.

2 Click Product Downloads, Patches, and Fixes. 3 In Remedy Heritage Products, visit the Patch Download site. Under Product
Patches, click Patch Download.

4 In the Product field, select BMC Service Level Management. 5 In the Version field, select your BMC SLM version. 6 Click Search to display available patches. 7 Download and apply the latest patch.
For information about installing a patch, see the Technical Bulletin or ReadMe file that is included with the patch.
Completing an upgrade
To complete an upgrade, perform the following steps.
To complete an upgrade
1 Compare the customized data that you exported before installing the current
product to the products data. Re-import the legacy data that you need to run your application.
2 Compare the customized workflow that you exported before installing the current
product to the products workflow. Re-import the legacy workflow, or manually modify the workflow that you need to run your application.
3 Use BMC Remedy Developer Studio to restore views of forms where UI layout was
changed.
4 Compare the legacy workflow that you had disabled to make sure there were no
new changes, before you re-disable them.
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Changing the application server host and port number in web services filters for the BMC SLM Collector
Changing the application server host and port number in web services filters for the BMC SLM Collector
This procedure is required only if you change the application host or port number for the BMC SLM Collector after installing the application. Most application servers are configured to use port 8080 by default. This means that the Web Service Description Language (WSDL) used for communication between the BMC Remedy AR System server and the BMC SLM Collector embeds localhost:8080 as the location of the BMC SLM Collector. If you specify a different port during installation of your application server, or if the application server is on a different host from the BMC BMC Service Level Management installation, you must change the web service filter definitions to make sure they point to the correct host and port numbers.
To change the application server host and port number in WSFilters.xml

1 Using a text editor, open WSFilters.xml.
This file is located under the BMC BMC Service Level Management program installation directory. For example, the default location for Windows is:
C:\Program Files\BMC Software\AR System Applications\<server-name>\BMC Service Level Management\ar\slm\workflow\en
2 Search for localhost:8080, and then replace it with the host and port number on
which you installed the application server.

3 Save the file. 4 Using BMC Remedy Administrator, import the WSFilters.xml definitions to the
BMC Remedy AR System server on which BMC BMC Service Level Management is installed. Make sure that you select the Replace Objects on the Destination Server option when you perform the import operation. For information about importing definitions to an BMC Remedy AR System server, see the Importing and exporting object definition appendix in the BMC Remedy Action Request System Form and Application Objects guide.
5 Restart BMC Remedy AR System server.
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Rebuilding request-based or availability data sources

The service target processing life cycle logic is built into the datasource filters or rules. If any of the filters are not built, then the rules logic is broken. In order for the service target to process correctly, make sure that the build of the datasource is successful before you begin creating service targets. If the datasource does not build correctly, complete the following steps.
To rebuild request-based or availability data sources

1 Choose Administration Console > Service Level Management > Configure
Application Settings > Data Sources.

2 Select each request-based or availability data source that integrates with your
application, such as Incident Management, Change Management, or your custom form.

3 Click the Administration tab under the Data Source Settings, and then make sure
that all the rules displayed in the table are built.

4 If a rule, for example, SLM:ServiceRequest_MeasReqAvailStrt2Stp, has a status of
Could Not be Built, select the rule in the table, and then click Build to rebuild this rule. Perform this step even if you are configuring your own custom form to work with BMC Service Level Management.
Configuring dashboards
Both the Service Level Manager Dashboards and Customer Dashboards use icons to convey agreement and service target status. These icons are shown using BMC Remedy Mid Tier. For these icons to appear correctly in Dashboards, configure the BMC Service Level Management Configuration Preferences form immediately after installing the BMC Service Level Management software. Dashboards allow you to see categorized agreement and service target information in a summarized, visual format that makes it easy to discern the general health of your agreements and their related service targets. In addition, by using Dashboards, you can easily determine: The direct and indirect costs of agreements that are out of compliance. The relationships between agreements and service targets. This allows users to determine which service targets have affected compliance by missing the defined service target goals, as well as when the goals were missed. Historical compliance and goal information used to calculate compliance and service target status over defined review periods.
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Configuring dashboards
Service target status and impact costs applied to service targets that miss the goals defined for the service target. The reason that an agreement was not compliant. In addition to showing the status and underlying service target measurements used to calculate the status, users can also attach comments to agreement status calculations that can be viewed in Dashboards as well as in a report. This allows users to document why an agreement might not have met expectations.
To configure dashboards
1 Open BMC Remedy User. 2 On the File menu, choose Open > Object List. 3 Click the Find tab. 4 In the Search What Keywords field, type SLM:ConfigPreferences, and then click
Find.
5 From the results list, double-click the SLM:ConfigPreferences entry. 6 In the Mid Tier field of the dashboard section, type the name of the server on which
the mid tier is installed. If the mid tier is using a web server port that is different from the default port number of 80, append the port number to the server name. See the example in the following note.
NOTE
You must specify the web server port number only if the mid tier is installed to use a web server port number that is different from the default port number of 80. For example: http://<servername>:<portnumber>/ Specify the mid tier location so that it ends with a slash (/).
7 If you want current agreement compliance information to also appear in the
dashboard agreement table (by default, this table shows historical information), select Yes for the Show Current Info In Customer Dashboard option. If you select YesA check box appears in the Customer dashboard that controls whether the current compliance records appear in the agreement table along with the historical information. If you do not select YesUsers can see only the historical compliance calculation records in the agreement table.
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59
Creating unique names for Service Target and Service Level Agreements
After you install BMC Service Level Management, you must create a unique name for your service targets and service level agreements. Service Target (SVTs) and Service Level Agreement (SLA) names must be unique so you can export and import them from one server to another. You can specify the prefix through the SLM:ConfigPreferences form.
To create unique names

1 Log in to BMC Remedy User. 2 Open the SLM:ConfigPreferences form. 3 In the Service Target ID Prefix field, specify a unique prefix character string.
Prefix character strings can be a maximum of five characters long.

4 In the Start Service Target ID From field, provide a number from which you want
the service target IDs to start the numbering process. For example, if you specify 100 in the Start Service Target ID From field, the next SLM is 101.
5 In the Agreement ID Prefix field, specify a unique numeric or alpha-numeric
character string. Prefix character strings can be a maximum of five characters long.
6 In the Start Agreement ID From field, provide the range from which you want the
SVT IDs to start the numbering process. For example, if you specify 100 in the Start Agreement ID From field, the next SLA would be 101.
7 Click Save.
Configuring secure communication from BMC SLM Collection Point

If you want to provide secure network communication between the BMC SLM Collector and the BMC SLM Collection Point instances, you must install HTTP security certificates on both applications.
NOTE
These are optional procedures. Perform them only if you want to create secure communication between BMC SLM Collector and your BMC SLM Collection Point instances.
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Installation Guide
Installing security certificates on a BMC SLM Collection Point

The following procedure describes how to install a security certificate on a BMC SLM Collection Point instance.
NOTE
If you have multiple instances of the BMC SLM Collection Point, you must perform this procedure on each instance.
To install a security certificate for a BMC SLM Collection Point

1 Create a security certificate for the BMC SLM Collection Point host and install it
into a Java keystore file. You do this using the Java Keytool utility. The following example creates a certificate named collectionPointName in a keystore named collectionPoint.keystore. Make a note of the keystore password and the certificate password, which you must supply. Also, the name you use for the certificate is important; a client can only connect using the same name as the certificate. There is a difference, therefore, between using a fully qualified and nonqualified version of the hostname.
>keytool -genkey -alias collectionPointName -keystore collectionPoint.keystore -validity 9999 Enter keystore password: keystorepass What is your first and last name? [Unknown]: collectionpointhost.bmc.com What is the name of your organizational unit? [Unknown]: What is the name of your organization? [Unknown]: What is the name of your City or Locality? [Unknown]: What is the name of your State or Province? [Unknown]: What is the two-letter country code for this unit? [Unknown]: Is CN=collectionpointhost.bmc.com, OU=Unknown, O=Unknown, L=Unknown, ST=Unknown, C=Unknown correct? [no]: yes (RETURN if same as keystore password): certificatepass 2 Save collectionPoint.keystore, which contains the generated certificate, in the Enter key password for <collectionPointName>
BMC SLM Collection Point installation base directory.
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3 Edit Service.properties to reflect the keystore information, as shown in the
following illustration.
useSsl: set to y. keystore: type the keystore filename you created in step 1. Using the example in step 1, the entry you type here is collectionPoint.keystore. password: type the keystore password you created in step 1. Using the example in step 1, the entry you type here is keystorepass. keyPass: type the key password that you created in step 1. Using the example
in step 1, the entry you type here is the certificates password, certificatepass. The following is an example of how to configure Service.properties.
port=7089 context=/daytona webContainer=jetty useSsl=y keystore=collectionpoint.keystore password=keystorepass keyPass=certificatepass
Installing security certificates on BMC SLM Collector

Perform the following procedure to enable a security certificate on BMC SLM Collector.
NOTE
If you have multiple BMC SLM Collection Point instances, repeat the following procedure for each BMC SLM Collection Point. This makes sure that all of the certificates are held in the same truststore.
To install a security certificate on BMC SLM Collector

1 Export the public key of the BMC SLM Collection Point security certificate that you
generated. You can do this directly from the BMC SLM Collection Point host using the Java Keytool utility to place the public key in a certificate file, as shown in the following example.
>keytool -export -alias collectionPointName -keystore collectionPoint.keystore -file collectionPointName.cer Enter keystore password: keystorepass Certificate stored in file <collectionPointName.cer> 2 Copy the certificate file that you created in step 1 to the BMC SLM Collector host.
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Installation Guide
3 On the BMC SLM Collector host, import the public key to a truststore using the
Java Keytool utility, as shown in the following example.

>keytool -import -alias collectionPointName -file collectionPointName.cer -keystore collector.keystore Enter keystore password: keystorepass Owner: CN=collectionpointhost.bmc.com, OU=Unknown, O=Unknown, L=Unknown, ST=Unknown, C=Unknown Issuer: CN=collectionpointhost.bmc.com, OU=Unknown, O=Unknown, L=Unknown, ST=Unknown, C=Unknown Serial number: 4328b381 Valid from: Thu Sep 15 09:34:25 EST 2005 until: Sun Jan 30 10:34:25 EST 2033 Certificate fingerprints: MD5: F4:71:B9:B8:7E:A6:93:73:8F:22:4C:01:05:16:42:E3 SHA1: 88:C7:3E:61:21:A7:BD:42:C3:0D:95:26:7D:3E:F8:FB:35:53:F7:C7 Trust this certificate? [no]: yes Certificate was added to keystore 4 Save the truststore file in a convenient location on theBMC SLM Collector host. 5 Edit the <WEBAPP_HOME>\WEB-INF\classes\bmcslm.properties file to reflect
the location and password of the truststore file. Edit, or create, the following properties:
trustStore: type the full path to the collector.keystore truststore file. Make sure you use the forward slash (/) character as file delimiters. trustStorePassword: type the truststore password that you created in step 3.
The following is an example of how to configure serviceClient.properties.

trustStore=d:/BMC/collector/collector.keystore trustStorePassword=keystorepass
Installing BMC Service Impact Manager and the SIM plug-in

BMC SIM components that must be installed are: SIM BMC Atrium CMDB extensions. The extensions are installed on the same computer as the BMC Atrium CMDB. BMC Impact Manager (BMC IM). BMC Impact Portal (BMC Portal). BMC Impact Explorer (BMC IX). This is installed on the Portal system. BMC Impact Integration Web Services Server.
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63
NOTE
BMC SLM will integrate with BMC SIM regardless of the order you install these products. Configure the mcell.dir file to include the cell that was installed with the portal. BMC Impact Integration Web Services Server is part of the BMC SIM installation and should be configured by the SIM administrator. For information about installing the BMC Impact Integration Web Server, see the BMC Impact Integration Web Services Server Installation and Configuration Guide.
NOTE
BMC Atrium CMDB extensions for SIM must be installed after BMC Atrium CMDB is installed. For more information, see the BMC Impact Solutions: Planning and Installation Guide.
To install the BMC SIM plug-in

1 Optionally, add the following lines to the config/sim_datasources.xml file to set
the default values for the IIWS Server and Port. These are the default values when adding a Collection Node, and are useful when adding many Collection Nodes:
<property-def name="IIWS Port" type="string" defaultValue="6070"> <property-def name="IIWS Server" type="string" defaultValue=""/>
2 Restart the BMC SLM Collection Point service. 3 Add a BMC SLM Collection Point in BMC SLM. 4 Add a new Collection Node for BMC SIM. Point to the Impact Integration Web
Services Server and cell.

5 Configure the BMC Remedy Mid Tier for the BMC BMC SLM integration with
BMC SIM. BMC BMC SLM integration with BMC SIM requires the mid tier to have API jar files installed into the mid tier WEB-INF\lib directory.
cmdbapi75.dll cmdbapi75.jar cmdbjni75.dll
You can obtain these files from the BMC Atrium CMDB install directory under the sdk\bin directory. For more information, see the BMC Atrium Installation and Configuration Guide.
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Installation Guide
Adding FTS licenses
6 Update the application server port configuration. a Using a text editor, open the INTEG_INTSIMSLM_SLM%LandScape2.def file.
On Windows, for example, this file is located by default in:

C:\Program Files\AR System Applications\BMC AR Integration\simslm\workflow\en b Replace all occurrences of localhost:8080 with <COLLECTOR_SERVER>:<NEW_PORT_NUMBER>
NOTE
If the <COLLECTOR_SERVER>:<NEW_PORT_NUMBER> is longer or shorter than 14 characters, then you must also modify the string length parameter of these lines in the .def file.
c Using BMC Remedy Developer Studio, import the INTEG_INTSIMSLM_SLM%LandScape2.def file to the BMC Remedy AR System
server on which BMC SLM is installed. Make sure you select the Replace Objects on the Destination Server option when you perform the import operation.
Adding FTS licenses

The product is integrated with FTS, which provides the full text search mechanism. You must define a license before installing the product.
To add an FTS license

1 From the IT Home page, open the AR System Administration Console. 2 Choose System > General > Add or Remove Licenses. 3 Click Add New. 4 Define the following settings:
License TypeAR Server-> BMC Remedy Full Text Search Number of Licenses1
5 Click Save. 6 Restart the BMC Remedy AR System server.
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65
Enabling localization
If you are using a locale other than English, you must denote that BMC Remedy Action Request System is ready for localization, meaning that objects with Field ID 160, for example, account menus, are taken into account when information is retrieved.
To enable localization
1 In the BMC Remedy AR System Administration Console, go to the System>
General > Server Information section.

2 In the Advanced tab, select the Localize Server option.
Setting the tenancy mode

If your organization plans to run the applications in Multi-Tenancy mode, you must set the Multi-Tenancy option in the System Settings form. Multi-Tenancy mode is a way to keep the data separate among multiple companies, departments, or other groups. It also makes it possible to host multiple companies and their data on a single server.
To set the tenancy mode

1 Open the System Settings form by entering the appropriate URL in the Address
field of your browser.
NOTE
Use the following URL format: http:// <Mid Tier server name>:<Port>/
arsys/forms/<AR server name>/SYS%3ASystem+Settings/ 2 In the Tenancy Mode field, select Multi-Tenancy and click Save.
Configuring the application settings

To ensure that users can access the application from a browser, complete the following steps.
To configure application settings

1 From the IT Home page, open the AR System Administration Console. 2 Click System > General > Server Information> Advanced tab. 3 Enter the path to the mid tier in the Default Web Path field, per this format: http:/ /{host name}:{mid tier port}/arsys/
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Changing the database schema sort order
Changing the database schema sort order

This procedure changes the default application database schema sort, and makes it compatible with your database type. If you are using Oracle or IBM DB2, you must perform this procedure. If you do not change the sort order, database searches might return the wrong records or return results in an unpredictable way.
NOTE
If your database is Microsoft SQL Server or Sybase, skip this procedure.
To change the schema sort order

1 From the IT Home page, open the Application Administration Console. 2 From the Application Administration Console, click the Custom Configuration
tab.
3 Choose Foundation > Advanced Options > System Configuration Settings >
Application Database Sort Order, and click Open.

4 Search for all records. To do this, click Search without specifying any search criteria. 5 In the Functions area, select Oracle or DB2 for the Sort Order Type, depending on
which database you are using.

6 Click Modify All.
NOTE
You will see the changed sort order after you restart the BMC Remedy AR System server.
Configuring the Notification Engine

You can improve performance by changing the Escalation server threads count. To take advantage of the optimized Notification Engine workflow, BMC recommends changing the Escalation Max Threads count from the default value of 1 to 3.
To modify the Notification server threads

1 From the IT Home page, open the AR System Administration Console. 2 Choose System > General > Server Information. 3 Click the Ports and Queues tab. 4 Select the record for the Escalation type. 5 Click in the Min Threads cell, and change the value to at least 1.
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6 Click in the Max Threads cell, and change the value to at least 3. 7 Click OK.
Changing the time zone

You can change the default time zone in the application for your application server. It is specified by a value of Yes in the Server Timer Zone field on the Time Zone form.
To specify a time zone

1 From the IT Home page, open the Application Administration Console. 2 Click the Custom Configuration tab. 3 Choose Foundation > Organizational Structures > Time zone, and click Open. 4 Click Search to find the time zone where your application server is located. 5 Select your time zone from the results list. 6 To make the selected time zone the default, select Yes in the Server Time Zone
field.
7 Click Save.
Creating BMC Remedy AR System User Preference records

You must define a BMC Remedy AR System User Preference record for each user who needs user preferences for accessing the application from a browser. When users log in, they specify the report server name in the Preference server field of the Login dialog box.
To add a user preference record

1 From IT Home page, open the AR System Administration Console. 2 Choose User Preferences > My User Preferences. 3 In the Login Name field of the AR System User Preferences form, type the login
name of the user for whom you are adding this record.
4 In the Short Description field, type any additional information for the user. 5 Click the Advanced tab. 6 Type the name of the BMC Remedy AR System server on which you installed the
application (which includes the predefined reports server) in the Report server field.
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Improving BMC SLM performance
7 If this user needs to view reports from a browser: a Click the Web tab. b In the Crystal Report Viewer field, select ActiveX for a Microsoft Internet
Explorer browser or HTML with frames for a Firefox or Mozilla browser.

8 Click Save.
Improving BMC SLM performance

This section discusses how to improve the performance of BMC SLM by scheduling your service targets to be built during non-peak hours, and how to create escalation thread pools.
Schedule the building of SVTs

Creating and modifying service targets results in new or modified workflow, which requires the BMC Remedy AR System server to refresh the cache to make the new or modified workflow available. Depending on the load on the server at the time the SVTs are built, the recache can cause a degradation in performance. Therefore, BMC recommends using SVT scheduling to build SVTs at non-peak times of the day. For more information about scheduling the building of service targets see the BMC Service Level Management Configuration Guide.
Thread pooling for escalations

By default, escalations on the BMC Remedy AR System server run on a single thread. In high volume environments, this configuration can cause BMC SLM escalations to be delayed, or not fire at all. When BMC SLM escalations miss their scheduled fire time, this adversely affects the timely update of BMC SLM data. If you determine that these escalations are not firing at the appropriate interval, they can be assigned to their own thread pool. After putting an escalation into a thread pool you should monitor the performance to make sure they fire at the proper interval. The following is a list of BMC SLM escalations: SLM:ConfigReviewPeriod:Check SLM:EventSchedule:TAD_PollingEscalation SLM:SLADefinition:EscalationToSetExpiredStatus SLM:SLADefinition:EscalationToSetPendingRenewalStatus
Chapter 7
After you install
69
To set up a separate BMC SLM thread pool

1 Start BMC Remedy User. 2 Open the BMC Remedy AR System Administration Console. 3 Click System > General > Server Information. 4 Click the Ports and Queues tab. 5 Select the escalation RPC program number 390603 in the Server Queue section. 6 Increase the Max Threads by 1. For example, if the Max Threads value was 1,
increase it to 2.
7 Click OK and close BMC Remedy User. 8 Start BMC Remedy System Administration Console or BMC Remedy Developer
Studio.
9 Open each of the BMC SLM escalations listed previously, and associate them with
the same escalation pool number, in this example, 1.

10 Save the escalation and close the BMC Remedy System Administration Console or
BMC Remedy Developer Studio.

11 Restart the BMC Remedy AR System server for the change to take effect.
Creating Windows shortcuts to a console or home page

You can generate a shortcut that takes users directly to an application console or to the application home page. For information about creating application shortcuts, see the BMC Remedy Action Request System Form and Application Objects Guide.
About installing Adobe Flash Player 9

You must install Adobe Flash Player version 9.0.124.0 (or later) on every client computer that accesses the application. Otherwise, errors can occur when viewing data visualization fields. You can download Adobe Flash Player from the Adobe website.
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Running a post-install health check
Running a post-install health check

You can use the Health Check tab that is part of the BMC Remedy AR System Maintenance Tool to run a post-installation health check on your files. The health check validates whether or not your system is in a healthy state and reports on any parts of the product that are broken. This health check uses a build of materials (BOM) file from BMC Service Level Management to perform a comparison and verify that the application forms and workflows that you chose to install were installed properly. For information on running the post-installation checks using the Health Check tab, see the BMC Remedy Action Request System Installation Guide.
Chapter 7
After you install
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Chapter
Uninstalling product components

The following procedures describe how to uninstall the BMC Service Level Management components. If you are uninstalling BMC SLM components, the uninstall process does not remove the BMC SLM database from your system. Your BMC SLM data, including AR integrations, and structures, remain intact. The following topics are provided: Uninstalling the BMC SLM components (page 74) Uninstalling the BMC SLM Collection Point (page 74)
Chapter 8 Uninstalling product components
73
Uninstalling the BMC SLM components

The following paragraphs describe how to uninstall the BMC SLM components on Windows and on UNIX. On Windows, open the Windows Control Panel and select Add or Remove Programs. Then, select BMC Service Level Management, and click Change/ Remove. On UNIX, access the BMC BMC Service Level Management installation directory. Change directories to _uninst and execute uninstaller.bin. Then, review the displayed information to uninstall the BMC SLM application components.
Uninstalling the BMC SLM Collection Point

The following paragraphs describe how to uninstall the BMC SLM Collection Point on Windows and on UNIX. On Windows, open the Windows Control Panel and select Add or Remove Programs. Then, select BMC SLM Collection Point, and click the Change/ Remove button. On UNIX, access the BMC BMC Service Level Management Collection Point installation directory. Change directories to _uninst and execute uninstaller.bin. Then, review the displayed information to uninstall the BMC SLM Collection Point.
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Chapter
Installing in Silent Mode
To run the installer in a headless environment, or to run the installer on multiple systems at the same time, you can run the installer in silent mode. This section describes how to create a silent.txt file that contains the installation options and then describes how to run the installer in silent mode. The following topics are provided: Creating a silent.txt file (page 76) Running the installer in silent mode (page 80) Example silent installation files (page 80)
Chapter A
75
Creating a silent.txt file

Before running the silent installer, you must create a silent.txt file that contains the installation options.
To create a silent.txt file

1 Create the silent.txt file in the folder that contains the installer executable. For
more information, see Table A-1. Make sure there are no Ctrl+M characters in the silent.txt file on UNIX Make sure to include the appropriate -P and -J switch with each option.
2 In the silent.txt file, add or modify the options for the installation to run. For
more information, see Parameters for the silent.txt file on page 77.
Table A-1: Options for the silent.txt file Option -P Description Sets the installation directory for a product. Example -P installLocation=filePath Windows: -P installLocation=C:\Program Files\ BMC Software\ARSystem UNIX: -P installLocation=/opt/bmc/ARSystem -J Specifies Java properties that correspond to user inputs. Uninstalls the individual product feature. -J HOST_NAME=foo.bar.com -J LOGIN=admin -J PASSWORD=admin -U -U productproductName
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Table A-2: Parameters for the silent.txt file Option Installation Location -P installLocation= The installation path for the application and components on the BMC Remedy AR System server. Include this line to install the BMC SLM application. Values include true and false.
Note: Nothing is required after the feature name.
Description
Features -A featureSLM=
-J SLM_SAAS_INSTAL_OPTION= -J SLM_INSTALL_COLLECTOR= -J SLM_INSTALL_AR_INTEGRATION=
Include this line to install the BMC SLM application. Values include true and false. Include this line to install the BMC SLM Collector. Values include true and false. Include this line to install the integrations with Action Request applications. Values include true and false. Also specify one or more of the integration applications. Include this line to install the integration with BMC Service Impact Manager. Values include true and false.
-J SLM_INSTALL_SERVICE_IMPACT_MANAGEME NT_INTEGRATION=
-J Include this line to install the integration with BMC SLM_INSTALL_SERVICE_REQUEST_MANAGEME Service Request Management. Values include true and false. NT_INTEGRATION= AR System server Administrator Logon Information -J SLM_AR_SERVER_NAME= The fully qualified domain name of the BMC Remedy AR System server where you want to install the product. The port number your BMC Remedy Administrator assigned clients to connect to the BMC Remedy AR System server. The default port number is 0 (zero). The default user name is Demo. The default password is blank. Passwords can be in clear text or encrypted. BMC recommends that you encrypt your passwords. See Appendix B, Encrypting passwordsfor password encryption information. The default password is blank. Passwords can be in clear text or encrypted. BMC recommends that you encrypt your passwords. See Appendix B, Encrypting passwordsfor password encryption information.
-J SLM_AR_SERVER_PORT=
-J SLM_AR_ADMIN_USER_NAME= -J SLM_AR_ADMIN_PASSWORD=
AR System Application Service Password Information -J SLM_AR_API_PASSWORD=
Localization
Appendix A
77
Option -J SLM_LANGUAGE_PACKS_INSTALL=
Description English is the only language supported in silent mode. Values include true and false. The default value is true. Use true to replace language packs on the BMC Remedy AR System server. Use false when reinstalling the application. Works on conjunction with SLM_ADDITIONAL_LANGUAGE_PACKS.
SLM_ADDITIONAL_LANGUAGE_PACKS
Type the two-letter value of one or more languages separated by a semicolon (;). The values are: en (English)fr (French) de (German) it (Italian) ja (Japanese) ko (Korean) pt_BR (Brazilian Portuguese) ru (Russian) zh_CN (Simplified Chinese) es (Spanish) You can type the values in any order.
Note: Because en ( English) is the default language, you
do not need to specify this language. Sample Data -J SLM_LOAD_SAMPLE_DATA Service Level Management Collector Information -J SLM_APPSERVER_TYPE= -J SLM_APPSERVER_PATH= Installing the SLM Collector on a remote server -J SLM_CONFIG_WSFILTER= -J SLM_WSFILTER_HOST_NAME= -J SLM_WSFILTER_PORT_NUMBER= Values include true and false. True installs the BMC SLM Collector on a remote server. Type the short server name or the fully qualified domain name of the remote server. Type the port number for the BMC SLM Collector to use on the remote server. The default port number is 8080. Type the path to your Java Development Kit (JDK). The JDK must be version 1.5 or greater. The default value is true. Values include true and false. Values include TOMCAT, JBOSS, SERVLET, and OTHER. Type the path to the web application directory of the application server. Values are true and false. The default value is true.True installs sample data.
Java Platform Information -J SLM_JAVA_HOME= BMC SLM Collector as a Service -J SLM_INSTALL_COLLECTOR_SERVICE=
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Option AR System Server Database Information -J SLM_AR_DATABASE_TYPE=
Description This is used only with the BMC SLM Collector component. Type the name of your BMC Remedy AR System server database. Values are: MSSQL (for MSSQL Server with Mixed mode authentication) MSSQLWIN (for MSSQL Server for Windows only) DB2 ORACLE SYBASE
-J SLM_DATABASE_SERVER=
Type the short server name or the fully qualified domain name where the BMC Remedy AR System server database is installed. This is only used when the -J SLM_AR_DATABASE_TYPE value is MSSQL or MSSQLWIN. Type the name of the database instance or leave blank if there is no instance name. This is only used with the BMC SLM Collector component and when the -J SLM_AR_DATABASE_TYPE value is MSSQL or MSSQLWIN. Type the domain name of the database or leave blank if there is no domain name. This is only used when the -J SLM_AR_DATABASE_TYPE value is MSSQL or MSSQLWIN. The default port value is 1433. This is only used when the -J SLM_AR_DATABASE_TYPE value is DB2. The default port value is 50000. This is only used when the -J SLM_AR_DATABASE_TYPE value is SYBASE. The default port value is 5000. This is only used when the -J SLM_AR_DATABASE_TYPE value is ORACLE. The default port value is 5000. The default SID is ARSystem. The default user value is ARAdmin. The default password value is AR#Admin#. Passwords can be in clear text or encrypted. BMC recommends you encrypt your passwords.
-J SLM_DATABASE_INSTANCE=
-J SLM_DATABASE_MSSQLWIN_DOMAIN=
-J SLM_DATABASE_MSSQL_PORT=
-J SLM_DATABASE_DB2_PORT=
-J SLM_DATABASE_SYBASE_PORT=
-J SLM_DATABASE_ORACLE_PORT=
-J SLM_DATABASE_SID_DATABASE= -J SLM_DATABASE_USER= -J SLM_DATABASE_PASSWORD=
-J The default password value is AR#Admin#. Passwords SLM_DATABASE_PASSWORD_CONFIRMATION= can be in clear text or encrypted. BMC recommends you encrypt your passwords. BMC SLM Collection Point
Appendix A
79
Option -J SLM_COLLECTION_POINT_PORT_NUMBER=
Description The port number assigned to connect to your BMC SLM Collection Point to the BMC Remedy AR System server. The default port number is 7089. Type the path to your Java Development Kit (JDK). The JDK must be version 1.5 or later.
-J SLM_COLLECTION_POINT_JAVA_HOME=
Running the installer in silent mode

The following procedure describes how to run the installer in silent mode.
To run the installer in silent mode

Run the installer with the -i silent option. On Windows, type setup.exe. On UNIX, type setup.bin.
Example silent installation files

This section contains examples of silent installation files.
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Figure A-1: Example of a Windows silent.txt file for a first time installation ############################################################### # Options File # Product Name: BMC Service Level Management # Product Version: 7.6.03 # To invoke the installer in silent mode with an options file: # setup -i silent -DOPTIONS_FILE=c:\directory name\silent.txt ############################################################### # Product Install Location # The install location of the product. Specify a fully qualified, valid path to the installation directory. # Additional options for SELECTED_LANGUAGES and APPLICATIONS_TO_INSTALL can be specified using comma separated values ############################################################### -P installLocation=C:\Program Files\BMC Software\AR System Applications\<AR System server name>\BMC Service Level Management -A featureSLM -J SLM_INSTALL_SLM=true -J SLM_INSTALL_COLLECTOR=true -J SLM_INSTALL_AR_INTEGRATION=true -J SLM_INSTALL_ASSET_MANAGEMENT_INTEGRATION=true -J SLM_INSTALL_CHANGE_MANAGEMENT_INTEGRATION=true -J SLM_INSTALL_SERVICE_DESK_INTEGRATION=true -J SLM_INSTALL_SERVICE_IMPACT_MANAGEMENT_INTEGRATION=true -J SLM_INSTALL_SERVICE_REQUEST_MANAGEMENT_INTEGRATION=true ############################################################### # Language pack installation # This example show English and French language packs ############################################################### -J SLM_LANGUAGE_PACKS_INSTALL=true -J SLM_ADDITIONAL_LANGUAGE_PACKS=fr ############################################################### # AR System server Administrator logon information. Default password is blank. ############################################################### -J SLM_AR_SERVER_NAME=server01.mycompany.com -J SLM_AR_SERVER_PORT=0 -J SLM_AR_ADMIN_USER_NAME=Demo -J SLM_AR_ADMIN_PASSWORD=DES\:q7739f86w1cd25315573ac658940025 ############################################################### # AR System Application Service password information. Default password is blank. ############################################################### -J SLM_AR_API_PASSWORD=DES\:f9822e43e0ef9cd508839e457d4e2050
Appendix A
81
############################################################### # Sample data ############################################################### -J SLM_LOAD_SAMPLE_DATA=true ############################################################### # Service Level Management Collector information ############################################################### -J SLM_APPSERVER_TYPE=JBOSS -J SLM_APPSERVER_PATH=C:\jboss-4.0.2\server\default\deploy ############################################################### # Java JDK location ############################################################### -J SLM_JAVA_HOME=C:\Program Files\Java\jdk1.5.0_15 ############################################################### # Installing the Service Level Management Collector on a remote server ############################################################### -J SLM_CONFIG_WSFILTER=false ############################################################### # Service Level Management Collector as a service ############################################################### -J SLM_INSTALL_COLLECTOR_SERVICE=true ############################################################### # Database information ############################################################### -J SLM_AR_DATABASE_TYPE=MSSQL -J SLM_DATABASE_SERVER=server02.mycompany.com -J SLM_DATABASE_MSSQL_PORT=1433 -J SLM_DATABASE_SID_DATABASE=ARSystem -J SLM_DATABASE_INSTANCE=SLMserver02 -J SLM_DATABASE_MSSQLWIN_DOMAIN=ITSystem -J SLM_DATABASE_USER=ARAdmin -J SLM_DATABASE_PASSWORD=DES\:b76c59dbc2e1433c7a9c2f006a2e2429116 840dce695aea9 -J SLM_DATABASE_PASSWORD_CONFIRMATION=DES\:b76c59dbc2e1433c7a9c 2f006a2e2429116840dce695aea9
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Figure A-2: Example of a Windows silent.txt file for a Collection Point installation ############################################################### # Options File # Product Name: BMC Service Level Management Collection Point # Product Version: 7.6.03 # To invoke the installer in silent mode with an options file: # setup -i silent -DOPTIONS_FILE=c:\directory name\silent.txt ############################################################### # Collection Point Port Number and Java home Location # Specify a port number and a fully qualified, valid path to the Java JDK installation directory. ############################################################### -J SLM_COLLECTION_POINT_PORT_NUMBER=7089 -J SLM_COLLECTION_POINT_JAVA_HOME=C:\Sun\SDK\jdk
Appendix A
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Appendix
Troubleshooting
The Maintenance Tool can help you access logs to troubleshoot issues you have with the installer. The tool also enables you to encrypt passwords. The following topics are provided: Viewing installation log files (page 86) Installation problems (page 88) Additional application installation logs (page 88) Using additional log files to troubleshoot an installation (page 89) Resolving errors with default currency settings (page 89) Manually registering application plug-ins (page 90) Encrypting passwords (page 92)
Appendix B
Troubleshooting
85
Viewing installation log files

The Maintenance Tool provides access to installation logs. Each time that you run the installer, it creates a log file that can be viewed in the Maintenance Tool. When viewing log files from the Maintenance Tool, each tabs name contains the date and time at which the installer was run. The tab displays the contents of the log file, with errors highlighted in red and warnings highlighted in yellow.
To open the Maintenance Tool

Windows: Go to C:\Program Files\BMC Software\BMC Service Level Management\utility. Choose SLMMaintenanceTool.cmd.
NOTE
This is the default directory. If you install BMC SLM on a different directory, you must open the utility folder under the SLM install directory. UNIX: Go to SLM install dir/utility and run ./SLMMaintenanceTool.sh. You can also run the tool from the utility directory on the product installation DVD.
To view logs
1 In the Maintenance Tool, click the Logs tab. 2 Navigate to the log file that you want to view:
To view installation logs, click Install Log. To browse for a specific log file, click Browse to Log.
3 Click the tab for the log that you want to view. 4 Search for rows highlighted in red (errors) or yellow (warnings). 5 To sort columns, click the column header. 6 To reverse sort a column, press Shift while clicking the column header. 7 Close the tool when you are finished.
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Viewing installation log files
Contents of the logs

The general format of all the log messages in the text file format is:
(timeOfEvent),levellevelseverityseverityOfEvent,sourceOfEvent, eventMessageContent
For example:
(Aug 07 2009 11:22:14.094 AM +0530),CONFIG,com.bmc.install.builder.installanywhere.Installation TaskAction,LOG EVENT {Description=[COMPLETED InstallationTask],Detail=[com.bmc.install.product.base.installer.I nstallSetupInstallationTask]}
This message indicates a LOG EVENT message that happened on Aug 07, 2009, at 11:22:14 a. m. with a status of COMPLETED from a InstallationTask source class. The severity levels from highest to lowest values are: SEVERE (appears in red in the log viewer) WARNING (appears in yellow in the log viewer) INFO CONFIG FINE FINER FINEST The following table describes the main log message types.
Preparing log files for BMC Customer Support

The Log Zipper, part of the Maintenance Tool, provides a collection of log files and file characteristics that BMC Customer Support personnel use to help you debug your system. Use the Log Zipper to prepare your log files before submitting them to BMC Customer Support.
To run the Log Zipper

1 In the Maintenance Tool, click the Logs tab. 2 Click Zip Logs. 3 The Log Zipper creates an output file in your temp directory.
Appendix B
Troubleshooting
87
Installation problems
This procedure provides information about finding failures in the installation log.
To find failures in the installation

1 In the Maintenance Tool, click Install Log. 2 Click the Severity column to sort the log entries by severity.
Note the timestamp of a failure entry, then sort by Timestamp to view the entries immediately preceding that failure in chronological order.
Additional application installation logs

The installer also generates summary, detailed, and error log files. These log files are stored by default in: Windows: installDir\Logs UNIX: installDir/Logs The installation log file is:
slm_instal_log.txt
Summary log files

The RemedyApplication.html file contains a high-level summary, including a line-by-line success and fail tally for each .def and .arx file. At the end of the log is a summary table indicating the total number of objects, number of objects that imported successfully, and number of objects that failed to import.
Detailed log files

The RemedyApplication.log file contains detailed status information about the import of all components, including user prompts and answers.
Error log files

The RemedyApplication_error.logfile contains an extract of the error and warning messages from the log files.
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Using additional log files to troubleshoot an installation
Using additional log files to troubleshoot an installation

This procedure describes how to troubleshoot an installation using log files. Error and warning messages have [messageType] prefixes, for example, [ERROR] or [WARNING] that indicate the category of the message. Included with the prefix is a timestamp or called routine, if applicable. Installation step outlines have no prefixes.
TIP
You can monitor the last update to the log files to see if an installation is still running.
To troubleshoot an installation
1 Review the RemedyApplication.htmlsummary log file for failures. Search for
Failed.
2 If you find any errors, review the RemedyApplication_error.log file for details
about the errors.

3 If you find an indication of cascading failures, review the RemedyApplication.log file to obtain more complete information about the
source of the errors.

4 If you find any errors, review the arerror.log file and the database error logs to
determine the source of installation errors.
Resolving errors with default currency settings

The default currency utility is run as part of the application installation and generates arcurrencydefault.log and arcurrencydefault_error.log files. The arcurrencydefault_error.log file lists the forms that encountered errors while setting the default currency. The utility generates log files in the installationDirectory\Logs\
Currency_Logs directory.
For example, a Windows path might be C:\Program Files\BMC Software\ BMC SLM\myserver01\Logs\
Currency_Logs.
For example, a UNIX path might be /opt/bmc/BMC SLM/myserver01/Logs/ Currency_Logs.
Appendix B
Troubleshooting
89
Use BMC Remedy Developer Studio to set the currency on the forms listed in the arcurrencydefault_error.log. For example, you might see the following error in the arcurrencydefault_error.log:
Error: Error locking to Admin RPC Queue:ERROR (90): Cannot establish a network connection to the AR System server; Connection refused: connect myserver1
To resolve this error

Verify that the BMC Remedy AR System server is running. Review the arerror.log for possible issues with the BMC Remedy AR System server. If you encounter ERROR 90 during execution of default currency, the installation program will abort. You need to: Restore the BMC Remedy AR System server to the state before running the BMC SLM installation program. Resolve the cause of ERROR 90. Run the BMC SLM installer again.
Manually registering application plug-ins

Product plug-ins are installed and registered as part of the installation. If there is an error during plug-in registration, you must register the plug-ins manually.
NOTE
Note: For CAI, ensure that the CAIPlugin.jar and ITSMCommonUtils.jar files are in the <Program Files path>\BMC Software\ARSystem\pluginsvr\cai directory. For ARDBC, ensure that the Query.jar and ITSMCommonUtils.jar files are in a folder called qry under .../BMC Software/ARSystem/pluginsvr.
To register the application plug-ins

1 Stop the BMC Remedy AR System server. 2 For Windows, add the Plugin and Plugin-Path entries to the ar.cfg file: Plugin: C:\Program Files\BMC Software\BMC Service Level Management\bin
NOTE
This is the default BMC SLM installation directory for Windows. If you want to install BMC SLM into a different directory, you must specify the installation directory.
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Manually registering application plug-ins
Plugin: C:\Program Files\BMC Software\BMC Service Level Management\bin\omfobjiefilapi.dll Plugin: C:\Program Files\BMC Software\ BMC Service Level Management\bin\arfslasetup.dll
NOTE
Plug-in entries in the ar.cfg file must be enclosed in double quotes.
3 For CAI, add the following to pluginsvr_config.xml in the folder called pluginsvr: <plugin> <name>REMEDY.ARF.CAI</name> <type>FilterAPI</type> <classname>com.bmc.itsm.cai.filterapi.cai.CA IFilterPlugin</classname> <pathelement type="path">full path to /ARSystem/pluginsvr/cai</ pathelement> <pathelement type="location">full path to/ARSystem/pluginsvr/ cai/CAIPlugin.jar</pathelement> <pathelement type="location">full path to/ARSystem/pluginsvr/ cai/ITSMCommonUtils.jar</pathelement> <userDefined> <server_name>ar server hostname</server_name> <server_port> ar server port number</server_port> </userDefined> </plugin>
For ARDBC, add the following to pluginsvr_config.xml in the folder called pluginsvr:
<plugin> <name>REMEDY.ARDBC.APPQUERY</name> <type>ARDBC</type> <code>JAVA</code> <filename>full path to/ARSystem/pluginsvr/qry/ conquery.jar</filename> <classname>com.bmc.itsm.conquery.ardbc.conquery .Query</classname> <pathelement type="path">full path to ARSystem/pluginsvr/qry</pathelement> <pathelement type="location">full path to ARSystem/pluginsvr/qry/conquery.jar </pathelement> <pathelement type="location">full path to ARSystem/pluginsvr/qry/ITSMCommonUtils.jar </pathelement> <userDefined> <server_name>ar server hostname</ server_name> <server_port> ar server port number</ server_port> </userDefined> </plugin>
Appendix B
Troubleshooting
91
4 For CAI, add the following to log4j_pluginsvr.xml: <logger name="com.bmc.itsm.cai.filterapi.cai"> <level value="warn"/> </logger>
For ARDBC, add the following to log4j_pluginsvr.xml:

<logger name="com.bmc.itsm.conquery.ardbc.conquery"> <level value="warn"/> </logger> 5 For UNIX servers, add the Plugin and Plugin-Path entries to the ar.conf file.
For example, on a UNIX server add the following to ar.conf. Server-Plugin-Alias: REMEDY.ARF.CAI REMEDY.ARF.CAI <plugin server host>:<plugin server port> Server-Plugin-Alias: REMEDY.ARDBC.APPQUERY REMEDY.ARDBC.APPQUERY <plugin server host>:<plugin server port>
Plugin: /fullPathToPlug-in/libcaieventcmd.OS Plugin: /fullPathToPlug-in/libardbcquery.OS Plugin: /fullPathToPlug-in/libarfcbdata.OS Plugin: /fullPathToPlug-in/libNextId.OS Plugin-Path: /fullPathToPlug-in/Shared_Components/bin
Where os is a mnemonic of the UNIX server type (a for AIX, sl for HP-AIX, or so for Solaris or Linux).
6 Start the BMC Remedy AR System server.
The plug-in installation errors are recorded in the bmcremedyitsmsuite_install_log.txt file, which is found in the temp directory (Windows) or the /tmp directory (UNIX).
Encrypting passwords
This procedure describes how to generate an encrypted password using the Maintenance Tool. You might use this encrypted password when running a silent installation.
To encrypt a password for a silent installation

1 Open the Maintenance Tool. 2 Click the Encrypt tab. 3 Enter your password in the Password field and in the Confirm Password field.
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Encrypting passwords
4 Click Encrypt. 5 Copy and paste the encrypted password into the silent.txt file for your silent
installer. For example, if you want to encrypt the BMC Remedy AR System password and the output is DES\:b76c59dbc2e1433c7a9c2f006a2e2429116840dce695aea9, enter the following string:
# -J BMC_AR_PASSWORD=DES\:b76c59dbc2e1433c7a9c2f006a2e2429116840dce695a ea9 # -J BMC_AR_CONFIRM_PASSWORD=DES\:b76c59dbc2e1433c7a9c2f006a2e242911684 0dce695aea9
For more information, see Appendix A, Installing in Silent Mode..
Appendix B
Troubleshooting
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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
Adobe Flash Player, installing 70 AIX prerequisites 28 application obtaining license keys 30 application licenses activating 30 application server host, changing 57 port number, changing 57 application settings, configuring 66 applications creating shortcuts to 70 AR System mid tier, hardware requirements 19 availability data sources, rebuilding 58 BMC Remedy Assignment Engine overview 14 BMC Remedy Encryption Security, deactivating and reactivating 36 BMC SLM performance, improving 69 BMC Software, contacting 2 browser, requirements for 33
C
certificates, See security certificates changing schema sort order 67 time zone 68 Collection Point about 11 BMC SLM Collection Point service 12 plug-ins,about 11 security certificates, installing on 61 Windows service name 12 Collector about 10 Collection Point 11 security certificates, installing on 62 SLM Collector service 12 Windows service name 12 configuring DEP 32 web services 35 creating silent.txt file 76 Crystal Reports 34, 69 currency, troubleshooting default 89, 90 Customer Dashboards. See Dashboards customer support 3
B
BMC Atrium CMDB improving performance with 34 overview 13 BMC Atrium Core overview 13 BMC Atrium Product Catalog overview 13 BMC Remedy Approval Server overview 14 BMC Remedy AR System configuring a private server 34 disabling escalations 34 hardware requirements 19 installation prerequisites 33 supported version 33 User form 33 User Preference records 68 web service installation option 35
Index
95
D
Dashboards, configuring icons 58 database changing schema sort order 67 disk space for 22 Microsoft SQL Server 25 not configured to extend automatically 22 prerequisites all 22 IBM DB2 23 Microsoft SQL Server 25 database prerequisites AIX 28 Oracle 26 Sybase 26 database schema sort order, changing 67 DEP,configuring 32 detailed log files 88 Disable Escalation option 34 disk space for database 22 documents, to review 15 DVD mount, with long file names on HP-UX and Linux 48
H
hardware requirements BMC Remedy AR System 19 mid tier 19 minimum 18 help installing on UNIX 52 installing on Windows 52 installing, about 51 HP-UX installing on with long file names 48 mounting the installation DVD 48
I
IBM DB2 prerequisites 23 icons,configuring Dashboard 58 installation disk space requirements 18 installing activating BMC Remedy Encryption Security 36 Adobe Flash Player 70 BMC SLM Collection Point worksheet 44 BMC SLM online help worksheet 44 BMC SLM roadmap 15 BMC SLM worksheet 40 deactivating BMC Remedy Encryption Security 36 downloading patches 66 help 51 on UNIX 52 on Windows 52 HP-UX and Linux with long file names 48 mounting the installation DVD on HP-UX 48 on a remote UNIX computer 33 on a server group 50 order of 30 security certificates 61 silent installer, examples of files 80 SIM plug-in 63 UNIX prerequisites 33 web service installation option 35 X Windows client 33
E
email notifications, requirements for 33 encrypting passwords 92 error log files 88 escalations, disabling 34
F
file names, installing HP-UX and Linux with long file names 48 forms exceeding the default BMC Remedy AR System size limit 23 NTE:SYS NT Process Control 33 Schema Sort 67 SHARE:Application_Properties 51 SLM Configuration Preferences 58 SLM:ConfigPreferences 60 Time Zone 68 User 33 User Preference 68
J
Java prerequisites 35
96
Installation Guide
L
licenses application 30 Linux, installing on with long file names 48 Localization server 66 log files 88 contents 87 preparing for Customer Support 87 viewing 86 long file names, installing on HP-UX and Linux 48
M
max threads, modifying 67 Microsoft SQL Server prerequisites 25 mid tier hardware requirements 19 minimum hardware requirements 18 multi-tenancy, enabling 66
N
names, creating unique SVT and SLA 60 notification engine, performance enhancements 67 Notification server, configuring for performance 67 notifications, requirements for email 33 NTE:SYS NT Process Control form 33
performance configuring the Notification server for 67 enhancements for the notification engine 67 improving with BMC Atrium CMDB 34 plug-ins Collection Point 11 SNMP 12 troubleshooting 90 prerequisites AIX 28 BMC Remedy AR System 33 database all types 22 IBM DB2 23 Microsoft SQL Server 25 Java 35 Oracle 26 reports-related 34 Sybase 26 UNIX 33 web services 35 Windows 31 private server, configuring for BMC Remedy AR System 34 product support 3
R
rebuilding availability data sources 58 request-based data sources 58 reports-related prerequisites 34 request-based data sources, rebuilding 58 requirements browser 33 email notification for 33 installation disk space 18 web server 33 requirements, hardware mid tier 19 minimum 18 roadmap installation 15
O
Oracle prerequisites 26 order of installation 30 overview BMC Atrium CMDB 13 BMC Atrium Core 13 BMC Atrium Product Catalog 13 BMC Remedy Approval Server 14 BMC Remedy Assignment Engine 14 SLM components 13 supporting applications 13
P
password encryption 92 patches downloading 66 patches, applying 56
S
Schema Sort form 67 secure communication, See security certificates security certificates Collection Point, installing on 61 Collector, installing on 62
Index
97
server localization 66 server group, installing on 50 Service Impact Manager. See SIM service level agreements, creating unique names 60 service targets creating unique names 60 scheduling builds 69 SHARE:Application_Properties form 51 shortcuts, creating for Windows 70 silent install examples of files 80 silent.txt file, creating 76 SIM plug-in, installing 63 SLAs. See service level agreements SLM about 10 application licenses activating 30 BMC SLM Collection Point service 12 BMC SLM Collector service 12 Collection Point 11 Collector 10 SLM components overview 13 SLM Configuration Preferences form 58 SLM:ConfigPreferences form 60 SNMP, plug-ins for 12 sort order, changing for schema 67 summary log file 88 support, customer 3 supporting applications, overview 13 SVTs. See service targets Sybase prerequisites 26
U
UNIX installing help on 52 installing on a remote computer 33 log files location 88 prerequisites 33 updating Terminal Services configuration 31 upgrade 48 installation, completing 56 User form 33 User Preference form 68 User Preference records, creating 68
V
viewing log files 86
W
web server, requirements 33 web service filters application server host, changing 57 application server port number, changing 57 web service option, BMC Remedy AR System 35 web services prerequisites 35 Windows creating shortcuts 70 installing help on 52 log files location 88 prerequisites 31
T
technical support 3 Terminal Services, updating 31 thread pooling 69 threads, configuring max 67 Time Zone form 68 time zone, changing 68 troubleshooting default currency 89, 90 detailed log files 88 error log files 88 plug-ins 90 summary log files 88
X
X Windows client, installing on 33
98
Installation Guide
Third-party product terms

The following terms apply to third-party products that are included with or in a BMC Software product as described in the BMC Software, Inc., License Agreement that is applicable to the BMC Software product. JAPISoft SOFTWARE LICENSE AGREEMENT An unregistered software is only for evaluation, any other usage is unauthorized. Evaluation is limited to 30 days. You acknowledge that (i) the Software is protected under copyright laws, (ii) you have no right, title or interest in the Software other than the license granted above, and (iii) you have no right, title or interest whatsoever in the confidential information and trade secrets embodied in the Software. You may not, under any circumstances: A. Decompile, reverse engineer, or disassemble the Software; B. Attempt in any way to falsify the licensing file and/or or bypass the licensing procedures for the Software. As a registered license holder you can distribute copies of JAPISoft products together with your applications at no further cost, i.e. JAPISoft products are royalty free You are advised to backup all programs and data before using the Software. DISCLAIMER OF WARRANTIES YOU AGREE THAT JAPISOFT HAS MADE NO WARRANTIES, EITHER EXPRESS OR IMPLIED, REGARDING THE SOFTWARE, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT AND ERROR FREE OPERATION. YOU ACCEPT THE SOFTWARE "AS IS" AND WITHOUT WARRANTY. LIMITATION OF LIABILITY IN NO EVENT SHALL THE AGGREGATE AMOUNT OF DAMAGES PAYABLE TO YOU FOR ANY CLAIM ARISING FROM THE SOFTWARE OR THIS AGREEMENT EXCEED THE AMOUNTS YOU PAID FOR YOUR LICENSE. JAPISOFT WILL NOT BE LIABLE UNDER ANY CIRCUMSTANCES FOR LOST PROFITS, LOST OPPORTUNITIES, OR FOR SPECIAL, CONSEQUENTIAL, INDIRECT, INCIDENTAL OR PUNITIVE DAMAGES, ARISING OUT OF OR RELATED TO THE USE OF OR INABILITY TO USE THE SOFTWARE, REGARDLESS OF WHETHER JAPISOFT HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. This Agreement constitutes the entire agreement between you and japisoft with respect to the licensing of the Software. In any legal action or arbitration relating to this Agreement, the prevailing party shall recover from the other party all costs of litigation or arbitration, including reasonable attorneys fees.
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BMC Service Level Management 7.6.

Contacting BMC Software

United States and Canada

Outside United States and Canada

Restricted rights legend

Support by telephone or email

Before contacting BMC Software

License key and password information

Uninstalling product components

BMC Service Level Management 7.6.03

BMC SLM Collector

BMC SLM Collection Point and plug-ins

BMC Service Level Management 7.6.03

BMC TM Application Response Time

Supporting application and components overview

Supporting application and components overview

BMC Atrium Core

BMC Atrium CMDB

BMC Atrium Product Catalog

BMC Service Level Management 7.6.03

BMC Remedy Action Request System

BMC Remedy Approval Server

BMC Remedy Assignment Engine

and any product components. (See Chapter 4, Pre-installation procedures.)

Important documents to review

BMC Service Level Management 7.6.03

Planning your deployment

Planning your deployment

BMC Service Level Management 7.6.03

Installation disk space requirements

In the C shell, use the setenv command:

BMC Remedy AR System application hardware requirements

BMC Remedy AR System application hardware requirements

Mid tier hardware requirements

Planning your deployment

BMC Service Level Management 7.6.03

Before you install

Before you install

BMC Service Level Management 7.6.03

Configuring databases that are not configured to extend automatically

To configure a database that is not configured to extend automatically

Configuring IBM DB2

Configuring IBM DB2

Before you begin

To set up the IBM DB2 environment

Before you install

BMC Service Level Management 7.6.03

3 Make sure you have a 32 KB table space.

Optional parameters are enclosed in square brackets, for example:

ARAdmin user by running the following command:

Configuring Microsoft SQL Server

configuration file (ardb.conf):

Configuring Microsoft SQL Server

Before you install

BMC Service Level Management 7.6.03

Configuring Oracle databases

To configure an Oracle database

settings. Set arsys1=2000 and artmpf =500.

Configuring Sybase databases

To configure a Sybase database

size, see your Sybase documentation.

Configuring Sybase databases

3 If you created a device in addition to a master device, designate the database

values, and restart the Sybase server.