Installing AR Sys English 5.1

Action Request System 5.
1
Installing AR System
PART NO: AR-510-IG-01
Copyright 19912002 Peregrine Remedy, Inc. All rights reserved.

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Table of Contents
Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Obtaining System Requirements and Software . . . . . . . . . . . . . . 10
Troubleshooting the Installation . . . . . . . . . . . . . . . . . . . . 10
Action Request System Documents . . . . . . . . . . . . . . . . . . . 11
Chapter 1
Planning an AR System Installation . . . . . . . . . . . . . . . . . . . 13

Choosing a Configuration . . . . . . . . . . . . . . . . . . . . . . . 14
Sample Configurations . . . . . . . . . . . . . . . . . . . . . . . . . 16
Configuring with Minimum Requirements . . . . . . . . . . . . . . . 17
Extending Configuration to Multiple Servers . . . . . . . . . . . . . . 18
Extending Configuration to the Web. . . . . . . . . . . . . . . . . . 19
Extending Configuration to Email Access . . . . . . . . . . . . . . . . 20
Chapter 2
Choosing Server Options and Preparing the Environment . . . . . . . . . 23

Pre-Installation Steps . . . . . . . . . . . . . . . . . . . . . . . . . 24
Back Up the AR System Environment . . . . . . . . . . . . . . . . . 24
Ensure Database Version Compatibility . . . . . . . . . . . . . . . . 24
AR System Database Upgrade and Overwrite Options . . . . . . . . . . . 25
Choosing Settings for a New AR System Database . . . . . . . . . . . . 25
Choosing the Upgrade or Overwrite Option. . . . . . . . . . . . . . . 26
Upgrading or Overwriting the Full Text Search Option . . . . . . . . . . 27
Table of Contents ! 3
Action Request System 5.1
Choosing Optional Functionality for the AR System Server . . . . . . . . . 27

Centralized Preferences . . . . . . . . . . . . . . . . . . . . . . . 28
Custom Programming . . . . . . . . . . . . . . . . . . . . . . . . 28
Email Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Localized Messages . . . . . . . . . . . . . . . . . . . . . . . . . 30
Centralized Report Processing . . . . . . . . . . . . . . . . . . . . 30
Choosing Port Number Options. . . . . . . . . . . . . . . . . . . . . 30
Registering with a Portmapper . . . . . . . . . . . . . . . . . . . . 31
Assigning Port Numbers . . . . . . . . . . . . . . . . . . . . . . . 32
Choosing a Startup Option . . . . . . . . . . . . . . . . . . . . . . . 34
Choosing a Server Name . . . . . . . . . . . . . . . . . . . . . . . . 34
Preparing to Install an AR System Server . . . . . . . . . . . . . . . . . 37
Installing on All Platforms . . . . . . . . . . . . . . . . . . . . . . 38
Installing with an Oracle Database . . . . . . . . . . . . . . . . . . . 41
Installing with an IBM DB2 Database . . . . . . . . . . . . . . . . . 49
Installing with a Microsoft SQL Server Database . . . . . . . . . . . . . 54
Installing with an Informix Database . . . . . . . . . . . . . . . . . . 57
Installing with a Sybase Database . . . . . . . . . . . . . . . . . . . . 59
Chapter 3
Installing the AR System Server on UNIX . . . . . . . . . . . . . . . . 63

Installing an AR System Server on UNIX . . . . . . . . . . . . . . . . . 64
Installing on UNIX as Non-Root . . . . . . . . . . . . . . . . . . . 64
Installing the AR System Server from the Web . . . . . . . . . . . . . . 66
Running the AR System Server Installation Script . . . . . . . . . . . . 67
Restarting the Installation Process . . . . . . . . . . . . . . . . . . . . 77
Starting and Stopping the Server Manually . . . . . . . . . . . . . . . . 78
Chapter 4
Installing the AR System Server on Windows . . . . . . . . . . . . . . . 81

Installing an AR System Server on Windows . . . . . . . . . . . . . . . 82
Starting and Stopping the AR System Server Manually . . . . . . . . . . . 88
Uninstalling an AR System Server . . . . . . . . . . . . . . . . . . . . 90
4 " Table of Contents
Chapter 5
Preparing to Install the AR System Mid Tier . . . . . . . . . . . . . . . 93

Configuring a Mid Tier Machine . . . . . . . . . . . . . . . . . . . . 94
Installing the Java Server Pages Engine . . . . . . . . . . . . . . . . . 94
Preparing AR System Servers for the Mid Tier . . . . . . . . . . . . . . 95
Worksheet for Preparing to Install the AR System Mid Tier with
All Web Servers. . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Preparing to Install the AR System Mid Tier with iPlanet
. . . . . . . . . 98
Worksheet for Installing the AR System Mid Tier on UNIX

with iPlanet . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Worksheet for Installing the AR System Mid Tier on Windows with iPlanet 102
Disabling the iPlanet JSP, Servlet Engine and Internal Java . . . . . . . 104
Refreshing the iPlanet Web Server . . . . . . . . . . . . . . . . . . 106
Preparing to Install the AR System Mid Tier with Apache . . . . . . . . . 107
Worksheet for Installing the AR System Mid Tier on UNIX with Apache . 107
Completing the Post-Installation Task for Apache Web Server . . . . . . 109
Preparing to Install the Mid Tier with Microsoft Internet Information Server . 109
Worksheet for Installing the AR System Mid Tier on Windows
with IIS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Starting and Stopping ServletExec AS 4.1.1 Manually . . . . . . . . . . . 111
Chapter 6
Installing the AR System Mid Tier on UNIX . . . . . . . . . . . . . . . 113

Installing an AR System Mid Tier on UNIX. . . . . . . . . . . . . . . . 114
Installing the Mid Tier from the Web . . . . . . . . . . . . . . . . 114
Running the AR System Mid Tier Installation Script . . . . . . . . . . . . 115
Verifying the Mid Tier Installation . . . . . . . . . . . . . . . . . . . 127
Uninstalling the Mid Tier on UNIX . . . . . . . . . . . . . . . . . . . 128
Checking the Uninstall . . . . . . . . . . . . . . . . . . . . . . 129
Chapter 7
Installing the AR System Mid Tier on Windows . . . . . . . . . . . . . . 131

Installing the AR System Mid Tier on Windows . . . . . . . . . . . . . . 132
Uninstalling the Mid Tier on Windows. . . . . . . . . . . . . . . . . . 138
Verifying the Mid Tier Installation . . . . . . . . . . . . . . . . . . . 139
Chapter 8
Installing AR System Clients on Windows . . . . . . . . . . . . . . . . 141

Preparing to Install AR System Clients . . . . . . . . . . . . . . . . . . 142
User Configuration Directory. . . . . . . . . . . . . . . . . . . . 142
Default Home Directory . . . . . . . . . . . . . . . . . . . . . . 142
Required Third-Party Components . . . . . . . . . . . . . . . . . 143
AR System Administrator . . . . . . . . . . . . . . . . . . . . . 150
AR System Windows User Tool . . . . . . . . . . . . . . . . . . . 150
AR System Alert . . . . . . . . . . . . . . . . . . . . . . . . . 151
AR System Client Installation Worksheet . . . . . . . . . . . . . . . 152
Installing an AR System Client . . . . . . . . . . . . . . . . . . . . . 153
Uninstalling AR System Clients . . . . . . . . . . . . . . . . . . . . . 156
Chapter 9
Licensing AR System
. . . . . . . . . . . . . . . . . . . . . . . . . 159
AR System Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . 160

Obtaining License Keys . . . . . . . . . . . . . . . . . . . . . . 161
Requesting License Keys Online . . . . . . . . . . . . . . . . . . . 161
Viewing AR System Licenses . . . . . . . . . . . . . . . . . . . . 164
Adding and Applying Licenses . . . . . . . . . . . . . . . . . . . 168
Transferring Server Licenses to Other Servers . . . . . . . . . . . . . 168
Mid Tier Licensing. . . . . . . . . . . . . . . . . . . . . . . . . . . 169
Determining Current Mid Tier License Usage . . . . . . . . . . . . . 170
Obtaining License Keys for the Mid Tier . . . . . . . . . . . . . . . 171
Obtaining Preliminary Server and Mid Tier Information . . . . . . . . 171
Requesting License Keys . . . . . . . . . . . . . . . . . . . . . . 172
Adding and Applying Mid Tier Licenses . . . . . . . . . . . . . . . 174
Appendix A
Locating AR System Files . . . . . . . . . . . . . . . . . . . . . . . . 179

AR System Server and Components . . . . . . . . . . . . . . . . . . . 180
AR System Mid Tier and Components . . . . . . . . . . . . . . . . . . 180
AR System Clients and Components . . . . . . . . . . . . . . . . . . . 180
AR System Files on UNIX . . . . . . . . . . . . . . . . . . . . . . . 181
UNIX AR System Server File Locations . . . . . . . . . . . . . . . . 181
UNIX AR System Mid Tier File Locations . . . . . . . . . . . . . . 182
AR System Files on Windows . . . . . . . . . . . . . . . . . . . . . . 183
Windows AR System Server File Locations . . . . . . . . . . . . . . 183
Windows AR System Mid Tier File Locations . . . . . . . . . . . . . 184
Windows AR System Client Files . . . . . . . . . . . . . . . . . . 185
Appendix B
Customizing UNIX Options . . . . . . . . . . . . . . . . . . . . . . 187

Command Options to Suppress Installation Forms . . . . . . . . . . . . 188
Customizing the System Configuration . . . . . . . . . . . . . . . . . 188
ARCONFIGDIR . . . . . . . . . . . . . . . . . . . . . . . . . 189
AR_SYSTEM_LICENSE_DIR. . . . . . . . . . . . . . . . . . . . 190
Language Options . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
Specifying a Platform for Installation . . . . . . . . . . . . . . . . . . 190
Appendix C
Mounting a CD-ROM on a UNIX System . . . . . . . . . . . . . . . . 191

Mounting the CD-ROM . . . . . . . . . . . . . . . . . . . . . . . . 192
Exporting the CD-ROM from a Remote Host . . . . . . . . . . . . . . . 193
Mounting the Remote CD-ROM at Your Local Host . . . . . . . . . . . . 194
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
Preface
This guide provides general information and step-by-step instructions

for installing the Action Request System 5.1 server
(AR System server), mid tier, clients, and optional components.
This guide is intended for administrators who will install and license
the server, mid tier, clients, and optional components.
This guide assumes that you are familiar with either UNIX or
Windows environments, database configuration, and web server
configuration.
When you have completed the steps in this guide, refer to the
Configuring AR System guide for information on how to configure the
server, and to the Developing AR System Applications: Basic guide for
information on how to create and maintain AR System applications.
Note: Read the AR System 5.1 Release Notes before you perform any of
the steps in this chapter.
Preface ! 9
Obtaining System Requirements and Software

System requirements vary for server machines and client machines, and for
international environments.
You might need to upgrade your operating system (or, in the case of servers,
your relational database) to be compatible with the new version of
AR System. Refer to the following documents for the most current
information on system requirements, including international and client
requirements and patch requirements:
!
Product compatibility matrix: http://supportweb.remedy.com
Release notes: http://supportweb.remedy.com
AR System software is available by Electronic Software Distribution (ESD),

or on CD-ROM. If you purchase AR System by ESD, you will receive a
password when you make your purchase. You must have an Internet
connection and your password to download the software and
documentation.
Contact your sales representative, or go to http://www.remedy.com for more
information about obtaining software.
Clients are available for Windows only, and client machines must have
network access to the installed AR System servers they will connect to. This
requires any of the network adapter cards (that support TCP/IP protocol or
Windows sockets) needed by the networking software to connect to the
network where the AR System server resides.
Troubleshooting the Installation

The separate installers for AR System clients each provide a log file that
captures installer activity (*_install.log) located in the TEMP directory on the
hard drive where you install the AR System client. Use these files to
troubleshoot your installation, if necessary.
10 " Preface
Action Request System Documents

Title and Part Number
Description
Audience
Format
AR System Concepts Guide

AR-510-CG-01
Overview of AR System architecture and Everyone

features with in-depth examples;
includes information about other
AR System products as well as a
comprehensive glossary for the entire
AR System documentation set.
Developing AR System
Applications: Basic
AR-510-DABG-01
Basic procedures for creating and

Administrators Print and
PDF
modifying an AR System application for
tracking data and processes.
Developing AR System
Applications: Advanced
AR-510-DAAG-01
Advanced procedures for extending and Administrators Print and

customizing AR System applications.
PDF
Configuring AR System
AR-510-CFG-01
Server administration topics on

configuring servers and the mid tier, and
PDF
maintaining AR System.
Print and
PDF

Optimizing and Troubleshooting Server administration topics and
PDF
technical essays related to monitoring
AR System
and maintaining AR System for the
AR-510-OTG-01
purpose of optimizing performance and
troubleshooting problems.
AR System Database Reference
Guide
AR-510-DRG-01
Database administration topics and rules Administrators Print and

PDF
related to how AR System interacts with
specific databases; includes an overview
of the data dictionary tables.
AR System Distributed Server

Option Administrators Guide
AR-510-DSOG-01
Server administration and procedures for Administrators Print by

implementing a distributed AR System
special
server environment with the Distributed
order and
Server Option.
PDF
AR System C API Reference Guide Information about AR System data

structures, API function calls, and OLE
AR-510-CAPI-01
support.
Administrators Print by
and
special
Programmers order and
PDF
AR System Java API
Information about Java classes, methods, Administrators HTML

and variables that integrate with
and
AR System.
Programmers
AR-510-IG-01
Procedures for installing and licensing

AR System.

PDF
Action Request System Documents ! 11
Title and Part Number
Description
Audience
Format
AR System Email Engine Guide

AR-510-EEG-01
Procedures for installing, configuring,

and using the AR System email engine.
special
order and
PDF
AR System Error Messages Guide List and expanded descriptions of

AR System error messages.
AR-510-EMG-01
and
special
Programmers order and
PDF
AR System Master Index

AR-510-MI-01
Combined index of all books.
Everyone
Print only
AR System Release Notes

AR-510-RN-01
New features list, compatibility lists,

international issues, open and fixed
issues.
Everyone
Print and
PDF
AR System Windows User Tool

Help
Procedures for using AR System

Windows User Tool.
Everyone
Help
menu
AR System Import Help
Procedures for using AR System Import. Administrators Help

menu
AR System Administrator Help
Procedures for creating and modifying

an AR System application for tracking
data and processes.
Administrators Help
menu
AR System Alert Help
Procedures for using AR System Alert.
Everyone
Help
Menu
Unless otherwise noted, online documentation is available in Adobe Acrobat (PDF) format on AR System
product installation CDs and/or on the Customer Support web site.
12 " Preface
Planning an AR System Installation
CHAPTER
Before you install a new AR System server or upgrade an existing

server, you should:
Review the information on system components and server options
in this chapter and the next.
! Refer to the following documents for the most current information
on system requirements, including international and client
requirements:
! Product compatibility matrix: http://supportweb.remedy.com
! Release notes: http://supportweb.remedy.com
Advance planning is important because you will be prompted by the
AR System installers to choose optional components that enable
various functions. If you review the descriptions of the various
components and how they fit together, installation will proceed more
smoothly.
!
This chapter describes system components and how they can be

configured.
Planning an AR System Installation ! 13
Choosing a Configuration
AR System consists of server and client components that you combine to
create the types of access you want to enable. Certain components are
required for all AR System installations, while other components are
optional. This chapter describes a configuration with required components,
in which users access AR System with the AR System clients, a configuration
that allows web access, and a configuration that allows email access.
Each component, shown below, is represented by a graphic icon in the
sample configurations in this chapter.
The sample configurations shown in this chapter do not represent all possible
combinations. Configurations are also flexible; you can change your
configuration any time.
After you have chosen a configuration, you must prepare your database and
the machine where you will install AR System before you start the
installation. Refer to the next chapter, which contains instructions for
preparing your database and AR System server machine.
AR System server
The AR System server can be installed on UNIX or Windows. However, the clients
used for licensing and administration are available only for Windows, so a
Windows client machine is required to administer and license a UNIX server.
The AR System server is a required component that manages user interaction with
the underlying database. The AR System server interacts with the database and
provides information to the user independent of the underlying database.
The AR System server installer creates an AR System database and a series of tables
that make up a data dictionary where form, filter, escalation, and other definitions
are stored. The structure of the AR System database varies depending on the
underlying relational database.
If you are upgrading an existing AR System server installation, you can choose to
upgrade the database, which preserves existing structures and updates the database
to be compatible with the new server. You can also choose to overwrite the
database, which creates a new database, and overwrites your existing structures.
Database
The database can be installed on any machine that is accessible to the AR System
server.
AR System can be installed with a variety of relational databases.
14 "Chapter 1Planning an AR System Installation
Mid Tier and

Web Server
AR System mid tier

The AR System mid tier can be installed on UNIX or Windows.
The AR System mid tier is optional middleware that enables AR System access
through a web browser. The web server and mid tier can be installed on a separate
machine with network access to the AR System server machine, or all can be
installed on the same machine.
One mid tier can permit access to multiple AR System servers.
The following supporting components must be installed on the mid tier machine:
! A supported web server
!
A supported web browser (to run the AR System Configuration Tool)
A supported Java Server Pages (JSP) engine (ServletExec 4.1.1 is included with the
mid tier, and is the recommended JSP engine)
! Java 2 SDK v1.3 or above
The AR System Configuration Tool is installed together with the mid tier. Use this
tool to define which AR System servers to permit web access to, and for, other
settings.
Client machines must have a supported web browser installed. Users need
AR System permissions to submit AR System requests and search the database
through the web.
AR System Administrator
AR System Administrator is installed on Windows.
This client, which you can also use to manage multiple AR System servers, is
required to administer and configure AR System servers, and design AR System
applications.
AR System Import is installed together with AR System Administrator.
AR System Import is a separate component that is designed for importing data
into AR System.
AR System Windows User Tool is installed on Windows.
This client serves two functions. It permits users to access the AR System from
client machines to submit requests and search the database. AR System Windows
User Tool also provides some administrative functions. AR System Windows User
Tool and AR System Administrator both are typically installed on client machines
used by administrators.
AR System Windows User Tool is required for AR System access in configurations
that do not include the mid tier. If the mid tier is installed, AR System Windows
User Tool is not required for user access to AR System.
Choosing a Configuration ! 15
AR System Alert
AR System Alert is installed on Windows.
AR System Alert is an optional component that informs users about AR System
transactions, such as when a ticket has been assigned to a user, when a ticket has
been escalated, and so on.
AR System Alert can be installed separately. Users can access alerts with AR System
Windows User Tool, or, if the mid tier is installed and AR System Alert has been
configured for the web, through a web browser.
Email process
Email access to AR System servers is available for all supported platforms.
This server option enables users to search the database and submit AR System
requests using an email client.
Web browser
When the mid tier is installed, client machines must have a supported web browser
for AR System access through the web.
Email client
If you enable email access to AR System through the mail service, client machines
must have an email client.
Sample Configurations
The graphics on the following pages show the required and optional
components in sample configurations. These sample configurations do not
demonstrate all possibilities. AR System is flexible and adaptable, so you can
mix and match components as needed.
Configuring with Minimum Requirements

The following figure shows a minimum configuration.
The minimum requirements for an AR System configuration are:

!
A database
You can install the AR System server on the same machine as the database,
or on a remote machine with network access to the database.
An AR System server
The server communicates with and allows access to the database.
One or more AR System Administrator clients for server administration

AR System Administrator can be installed on the same machine as a
Windows AR System server, or installed on a remote machine with
network access to a Windows or UNIX AR System server.
Sample Configurations ! 17

!
One or more AR System Windows User Tool clients for administration

and user access
AR System Windows User Tool is required for some administrative tasks,
so both AR System Administrator and AR System Windows User Tool are
typically installed on client machines used by AR System administrators.
AR System Windows User Tool is required for user access in a minimum
configuration and is often present, although not required, in other
configurations.
One or more AR System Alert clients for user notification

AR System Alert is an optional tool that receives alert notifications and
notifies users proactively that an alert has arrived. It is installed on client
machines in the same location as AR System Windows User Tool.
AR System Alert can be installed on client machines where AR System

Windows User Tool is installed.
Extending Configuration to Multiple Servers

The following figure shows an extended configuration.
You can extend your system configuration to include two or more servers.
For example, you can add another server exclusively for development, or
several servers for production.
To extend your configuration, include the following:

!
One or more databases

You can add additional databases to provide unique data sets for each
server. Or you can continue with one database if you use additional servers
for scalability of that database.
Additional AR System Servers

Each AR System server can communicate with one database. Multiple
AR System servers can communicate with the same database. Multiple
AR System servers can reside on the same machine, as long as they are
installed in separate directories.
Extending Configuration to the Web

You must install the AR System mid tier and required supporting
components on a web server machine to allow users to access AR System
through a web browser. The web server and mid tier can be installed on a
separate machine with network access to the AR System server machine, or
all can be installed on the same machine.
Client machines require a supported web browser and internet or intranet
access to the mid tier machine to access AR System.
In addition to the required configuration, web configuration requires the
following:
!
One or more AR System mid tiers

The AR System mid tier must reside on a web server machine. A supported
web server, Java 2 Software Development Kit (JDK), a supported Java
Server Pages (JSP) engine, and a supported web browser are required. A
single mid tier can access multiple AR System servers.
See the compatibility matrix for more information.
User clients that have a supported browser installed

No installation is required on client machines. You install AR System Alert
to allow access to the Alert notification. You can use your browser to
access the alert list without installing AR System Alert, but you will not
receive a proactive notice.
A browser-only client configuration is suitable for environments in which

users will access AR System through a web browser. However, you can also
install AR System Windows User Tool on client machines to give users a
choice of access tools.
The following figure shows a typical web configuration.
Extending Configuration to Email Access

To allow users to access AR System through an email client, you must enable
the mail service on each AR System server.
Client machines require an email client to submit AR System requests and
search the database.
In addition to the required configuration, email configuration requires the
following:
!
User machines that have an email client to send and receive emails
An Email server that supports SMTP, POP3, IMAP, MBOX, and MAPI
protocols accessible by the AR System server.
The following figure shows an AR System configured to allow users to access

the system through an email client.
AR System User
Email
client Client
AR System server
Mail
Service
IIOOIO
111
11
OI, OO
OI
14 SEPT
2001
Database
ALERT
AR System
Administrator
CHAPTER
Choosing Server Options and

Preparing the Environment
When you install a new AR System server or upgrade an existing
AR System server installation, the installer will prompt you for system
settings, database information, and optional component installation.
You need to prepare your operating system and database before you
start the AR System server installer. If you have an existing AR System
server, you should ensure that you understand the difference between
upgrading and overwriting an existing installation. If you will be
upgrading or overwriting an existing installation, you should back up
any data and structures you want to save before you make changes.
This chapter describes the upgrade and overwrite options, explains
how to back up existing data and structures, provides an overview of
AR System server options, and contains worksheets where you can
record information that the installer will prompt you for. The
worksheets also serve as checklists that you can use to check off
preparatory tasks as you complete them.
Choosing Server Options and Preparing the Environment ! 23
Pre-Installation Steps
Before you start the installation, perform the following preparatory steps.
Back Up the AR System Environment

If you are installing a new AR System server, skip this section and go to
Ensure Database Version Compatibility
If you are installing over an existing AR System server, you should back up
the existing AR System environment (your forms, data, and workflow)
before you make changes.
Regular backups are always a good practice, particularly when you
restructure or make major changes to the system. Backups provide you with
emergency recovery protection in case of upgrade failure.
Use one of the following steps to back up your AR System environment.
Backing Up the AR System Environment
"
Back up your underlying database.

Refer to your database system documentation.
"
Export AR System data and server structure definitions that you want to save.
Use the runmacro (runmacro.exe) utility or AR System Windows User Tool
to export all the data in the server into AR Export (.arx) file or XML (.xml)
format. Refer to the Developing AR System Applications: Advanced guide for
more information.
Use the AR System Administrator export capability to export all server
objects. Refer to the AR System Administrator online help for instructions.
Ensure Database Version Compatibility

If you are upgrading, make sure that AR System 5.1 supports the version of
the database you are installing on. For information on supported versions, go
to the compatibility matrix at: http://supportweb.remedy.com
If your database version is not supported, upgrade the database to a
supported version before you continue with the installation.
24 "Chapter 2Choosing Server Options and Preparing the Environment
AR System Database Upgrade and Overwrite Options

Before you install a new AR System server or upgrade an existing AR System
server, you should understand your choices regarding the AR System
database.
The AR System server installer creates an AR System database that contains
the AR System server form and field definitions. When you create workflow
and applications, this is where your data and structures are stored.
The installer will prompt you for information about this database when you
install an AR System server for the first time, and when you upgrade an
existing server.
You will be prompted for specific settings, such as whether to specify a log
device or a rollback segment. These settings depend on the relational
database you choose and are described in the installation worksheet for your
platform and database.
General settings that apply to all databases are described in the following
sections.
Choosing Settings for a New AR System Database

When you install a new AR System server, you must name the AR System
database and define a database user. The default values are as follows:
!
AR System database name: ARSystem
AR System database user name: ARAdmin
AR System database user password: AR#Admin#
You should assign a database name that you will use only for this database
because each AR System server is associated with only one AR System
database. This name is permanent, and cannot be changed, even if you
upgrade the AR System server that this database was created for. AR System
services rely on this database name.
After you have installed the AR System server, you can change the database
user password using AR System Administrator.
AR System Database Upgrade and Overwrite Options ! 25
Choosing the Upgrade or Overwrite Option

If you install an Action Request System (AR System) 5.1 server over an
existing AR System server, you will be prompted to upgrade or overwrite the
existing AR System database.
If you upgrade the AR System database, your environment (forms, data, and
workflow) is retained, and the AR System database is updated to support the
new server. If you overwrite the AR System database, a new AR System
database will be created, and your existing data and structures will be lost.
If you overwrite the AR System database, you can choose a new database
name and define a new user.
Windows only: If you upgrade an existing AR System server, you cannot
change the database name or the user who you assigned when you installed
the existing AR System server.
UNIX only: You can add another user to this database. If you create a new
user during the installation, the new user will be added to the database and
the original database user remains unchanged. The user password must be
exactly AR#Admin# during the installation, but you can change it later in
AR System Administrator.
Note the following when you upgrade an existing AR System database:
!
The upgrade process can vary from a few minutes to over an hour,
depending on the size of your database.
The upgrade process does not change the database to a different type.
You must have sufficient database transaction log space before you
attempt to upgrade AR System. Log space needs will depend on the
database definition size, number of records in the database, current
version of the database, block size, and extent size. It might require 50 MB
or more.
Whether you choose to upgrade or overwrite the AR System database, you

should back up all data and structures that you want to save before you make
any changes to the system. If you back up your information, you can restore
it later if you go back to the pre-installation state. However, you must
reinstall the original AR System server version. For more information on how
to back up the environment, refer to Back Up the AR System Environment on
page 24.
Upgrading or Overwriting the Full Text Search Option

If you use the full text search (FTS) option with your existing AR System
server, you can choose to overwrite your existing indexes, or you can leave
them unchanged.
The AR System server installer prompts you to specify the FTS collection
directory. If you choose to install FTS into the same directory that was used
in the previous installation, your existing indexes will be overwritten and you
will need to rebuild them after installation.
If you choose a different FTS collection directory, your indexes will remain
unchanged. However, the AR System server will use indexes in the directory
you specify during the installation. To use your existing indexes, you will
need to move them into the new directory after installation.
Refer to the Optimizing and Troubleshooting AR System guide for instructions
on moving or rebuilding indexes after installation.
Choosing Optional Functionality for the AR System

Server
When you install an AR System server, you are prompted to choose among
several options that enable functionality. The primary reason that you need
to plan for these functions before you install an AR System server is that you
need to install the optional components or forms that enable these functions.
In addition, you might want to determine the server functionality before you
install the mid tier or AR System clients, because the mid tier and AR System
client installers prompt you to identify AR System servers with specific
functionalities.
A single AR System server is not limited to a single type of functionality. You
can choose to install any or all of the options on the same AR System server,
or you do not need to install any of the options.
The information in the following sections will help you decide which options
to install. You can then record your selections on the worksheet for your
platform and database.
Choosing Optional Functionality for the AR System Server ! 27
Centralized Preferences
Centralized preferences preserve a users preferences when that user logs in
to AR System from different machines, using AR System Windows User Tool
or a web browser.
Centralized preferences are stored in forms that can be installed when you
install the AR System server. To install centralized preference forms, choose
the option in the AR System server installer when you are prompted to do so.
For more information on centralized preferences, refer to the
Developing AR System Applications: Basic guide.
When you have finished with the server installation, refer to the
Developing AR System Applications: Advanced guide for instructions on
enabling the preferences forms.
If you do not choose this option, user preferences will be stored locally for
native clients, and will be available only on the machine where the
preferences are set. Local preferences are not available for web clients.
Custom Programming
AR System includes plug-ins and corresponding application program
interfaces (APIs) that extend AR System functionality to external data
sources. The plug-in service, a companion server to the AR System server,
loads and runs the plug-ins upon request from the AR System server.
When you install an AR System server, you are prompted to choose whether
to install the in-house Light-Weight Directory Access Protocol (LDAP)
plug-ins (AREA LDAP and ARDBC LDAP), as well as the components to
create your own AREA and ARDBC plug-ins, and the API package.
If you do not choose to install the in-house plug-ins, you can run the
installation program again later, choose to install only the LDAP plug-ins
and choose the Upgrade option.
The AR System API suite is composed of a C application program interface

(API), a Java API, a plug-in API, and three APIs that use plug-ins:
!
AR System External Authentication (AREA)Accesses network

directory services, such as Lightweight Directory Access Protocol (LDAP).
You must create and configure this plug-in. The AREA plug-in also
enables AR System users to consolidate user authentication information
for external applications or data sources.
Alternatively, you can use the AREA LDAP plug-in, which is part of the
AR System, to access LDAP services through forms in AR System
Administrator (the Administrator Tool). For more information on this
ready-to-use plug-in, refer to the AR System C API Reference Guide,
Configuring AR System guide, and the Developing AR System Applications:
Basic guide.
AR System Database Connectivity (ARDBC)Accesses primarily

non-database sources of data. The ARDBC plug-in, which you access
through external forms, enables you to perform the following tasks on
external data:
!
Create, delete, modify, and set external data
Retrieve lists for external data
Populate search-style character menus
Alternatively, you can use the ARDBC LDAP plug-in, which is part of the
AR System, to access LDAP services through forms in the Administrator
Tool. For more information on this ready-to-use plug-in, refer to the
AR System C API Reference Guide, Configuring AR System guide, and the
Developing AR System Applications: Basic guide.
!
AR System Filter APIIncreases the transaction speed of run processes

and enables the AR System server to return to its workflow faster. The
filter plug-in and API also apply to escalations.
Install the API if you will install the mid tier or if you require functionality
that is not included in the AR System client tools.
If you do not install the API package when you install the AR System server,
you can install the API later. To do so, perform an upgrade installation,
which preserves your data and structures, and choose the API option.
For additional information on the API package, refer to the
AR System C API Reference Guide.
Choosing Optional Functionality for the AR System Server ! 29
Email Access
If users will access AR System through email, then the AR System Email
process must be enabled on each AR System server that users will access
through email.
Localized Messages
To run the system with messages in multiple languages, use the AR System
Message Catalog form to create and store localized messages.
The AR System Message Catalog form is installed with the AR System server.
To create a catalog server, enable the server localization after you install the
AR System server.
When you install the mid tier, you specify which AR System server to use as
your Catalog server. To localize messages, specify a server with an active
localization Configuration option. If necessary, you can change this setting
after installation. Refer to the Developing AR System Applications: Basic guide
for more information.
Centralized Report Processing

Reporting forms allow the creation and storage of both AR System native
forms and Crystal Reports. This central repository can be accessed by
workflow on both Windows and the web. Administrators can use reporting
forms to create standard reports in all supported formats, and these forms
can be shared across the environment by all users. Refer to the
Developing AR System Applications: Advanced guide for more information.
Choosing Port Number Options

The port number identifies a program or service that runs on a particular
server. The AR System installer prompts you to choose how port numbers
are handled for the AR System server and its extensions, such as the plug-in
server. The TCP port number for the AR System server and the port number
for the plug-in server cannot be the same.
You can choose to register the AR System server and plug-in server with a
portmapper, you can assign port numbers to these servers, or both.
Registering with a Portmapper

A portmapper is a service that runs independently of the AR System server
and serves as a directory of port numbers. If a server is registered with a
portmapper, it is not necessary to specify the port number in the client
because the portmapper can locate the port and direct clients to the
appropriate location. If a server is not registered with a portmapper, or a
firewall blocks the portmapper port, the client must know and specify the
port that the server is running on in order to establish a connection.
When you start the server, it will open a port to listen to. You can specify a
port for the server or let the server obtain an available port dynamically. If
you specify a port, the server will open with the same port every time it runs.
If you do not specify a port, the port might change with every run.
Portmapper is a directory that allows clients to look up the port that a process
runs on. You can choose whether the server registers the port with the
portmapper. If you do not specify a port for the server, you must register with
portmapper or no client will be able to connect since the client will not know
what port the server is running on at any given time. If you specify a port, you
are not required to register with the portmapper.
You can choose to register a server with a portmapper and assign a port
number as well. For example, if you register a server with a portmapper and
specify a particular port, and you do not expose the portmapper outside a
firewall, clients within the firewall do not need to be configured to access the
specified port number. They can access the portmapper, which directs them
to the port. Clients outside the firewall must be configured to access the
specified port number.
Note: If you install two or more AR System servers on the same machine,
you can only register one server with a portmapper. You must assign
TCP and plug-in port numbers to all other servers on the same
machine (and you can assign to all servers on one machine). If you
configure two or more servers to use the portmapper, only the server
that you started most recently will be accessible with the portmapper.
On UNIX systems, if you choose to register the AR System server with a

portmapper, the server is registered with the portmapper that is included
with the operating system.
Choosing Port Number Options ! 31
On Windows systems, the AR System server installer searches for an existing

portmapper. If a portmapper is installed and running and you choose to
register with a portmapper, the AR System will register the server with that
portmapper. If the installer does not detect a running portmapper, then
servers will be registered with AR System Portmapper, which is included in
the server installation. AR System Portmapper can be disabled.
Note: The AR System server does not have a default port. The portmapper
randomly assigns ports and will not always assign the same port to the
AR System server. To ensure that the portmapper always uses the same
port for the AR System server, specify a port during install or use the
Administrator Tool to configure the AR System server after you
install it.
Assigning Port Numbers

You must assign a port number to any server that you want clients to access
directly, without the use of a portmapper. Do not assign port numbers that
conflict with port numbers used by other applications or other programs
running on your system. To find out which port numbers are already in use,
use the rpcinfo -p command (UNIX) or the netstat -a command (Windows
NT) at the command line prompt. If you do not check available ports, you
could assign port numbers that conflict with other applications and your
servers might not start as expected.
Port numbers within the range 11024 are only available for use by the
superuser, and many of these numbers are reserved. Additionally, port
numbers lower than 1024 cannot be accessed by clients earlier than version
5.0. For these reasons, you should assign port numbers greater than 1024.
When you upgrade an AR System server, use the port numbers that you used
previously so that you remain compatible with previous server versions.
You can enter your selections on the worksheet for your platform so that the
information will be available when you run the AR System server installer.
The following figure shows the Enter Server Port Number screen.
To assign port numbers, select this box

and enter the port numbers in the fields.
The two port numbers cannot be the same.
Use port numbers greater than 1024.
If you choose Yes, this server will be registered with a

portmapper. Users do not need to specify the port when
they log in to the server. You can also enter port
numbers in the fields if you choose Yes. If you choose
No, you must enter port numbers.
Figure 2-1: Entering a Server Port Number
Choosing Port Number Options ! 33
The following shows the portmapper selection section of the installation

script with explanations and instructions for each question.
Do you want to register this AR System server with a portmapper? [y]

If you choose yes [y], this server will be registered with a portmapper, and users
do not need to know the server port to log in to the server. If two or more
AR System servers are installed on the same machine, only one server can register
with a portmapper.
If you choose no [n], you must assign two port numbers for this server; one for the
AR System server and one for the plug-in server.
Do you want to run this AR System server on a specific port? [n]

If you answered yes [y] to the previous prompt to register this server with a
portmapper, you can choose no [n] here. If you choose no [n] here, the server will
dynamically choose an available port. You can also choose yes [y] here and assign
port numbers at the following prompts.
If you answered no [n] to the previous prompt, this server will not be registered
with a portmapper, and you must answer yes [y] here. You will be prompted as
follows:
What TCP port will this AR Sytem server use?

Enter a port number greater than 1024.
What plug-in port will the Report Plugins use?

Enter another port number greater than 1024. This port number cannot be the
same as the TCP port number for the server.
Choosing a Startup Option

The AR System server runs as a service, and can be restarted automatically on
reboot. The AR System server installer will prompt you to choose whether to
start the service automatically (Windows) or whether to place the service in
a system startup file (UNIX). You will need to decide how you will start the
service before you install the server.
Choosing a Server Name

Each AR System server must have a unique name that clients can resolve into
an IP address. If clients cannot resolve the name into an IP address, then they
will not communicate correctly with the server.
Individual AR System server names are required to distinguish between

multiple AR System servers on a single machine. Individual AR System
server names do the following:
!
Ensure that the correct licenses are used
Identify the correct AR System database for each AR System server
Allow you to selectively stop and start server processes

The AR System server name identifies the configuration file and the
service (armonitor), associated with each AR System server.
On Windows, the first server you install on a machine appears in the
Windows Services screen as AR System Server. Additional servers appear
as follows: AR System Server <servername>.
On UNIX, there are two services that are listed for each AR System server
that is running: armonitor and arserverd. To display all services that are
currently running, issue # ps -ef | egrep ar.
The AR System services will appear as follows:
!
<ar_install_dir>/bin/armonitor -s <servername>
-c <ar_home_dir>
<ar_install_dir>/bin/arserverd -s <servername>
-i <ar_install_dir> -l <ar_license_dir>
The first time that you install an AR System 5.1 server on a machine, the
installer does not prompt you for a server name. The AR System 5.1 server
uses the host name.
When you install another server on a machine where at least one AR System
5.1 server is already installed, or when you reinstall a version 5.1 server, you
will be prompted during installation to enter the AR System server name.
To install a new server on a machine where another AR System server is
installed, you must enter a new server name. This creates a new AR System
server and leaves the original server unchanged. To upgrade or overwrite an
existing AR System 5.1 server, enter an existing server name. You will be
prompted during the installation to choose whether to upgrade or overwrite
the installation. This replaces the existing AR System server with the new
version.
!
Choosing a Server Name ! 35
If you plan to install multiple AR System servers on a single machine, you

should create AR System server names before you install the servers. If an
AR System server will be accessible over a network, the server name must be
a valid DNS entry.To ensure that clients can resolve the server name, use only
alphanumeric names containing uppercase and lowercase letters a through z
and numbers 0 through 9. Avoid hyphens (-), underscores (_), and other
special characters ($, for example), as these characters do not comply with
DNS rules. Server names are case sensitive. The following two figures show
how to select a server name in the AR System installers.
If you enter a name that does not appear in

the list, a new server will be installed. In
this example, there will be three separate
AR System servers on this machine when
myserveris installed.
If you choose a server from the list, the

existing server will be upgraded or
overwritten, according to your choice at the
Existing Database screen, which appears
later in the installation. In this example,
there will still be only two servers after
arsys is upgraded.
Figure 2-2: Entering a Server Name in the Windows Installer
To install a new AR System server, enter the new server name.

To upgrade or overwrite an existing AR System server, please enter the
name of the AR System server from the list: <Enter the server name here>
------------------------------------------------------------------------------------------------server2
server1
In this example, two AR System servers, server1 and server2, are installed
on this machine. The most recently installed server is listed at the top.
If you enter another name, server3, for example, a new AR System server
named server3 will be installed.
If you enter server1 at this prompt, and then choose the upgrade option
when you are prompted, you will be upgrading server1. The existing
AR System database for server1 will be upgraded to support the new server.
Preparing to Install an AR System Server

This section explains how to install an AR System server on the following:
!
All platformsThis subsection explains the steps common to all

installations.
Oracle database
IBM DB2 database
Microsoft SQL Server database
Informix database
Sybase database
Preparing to Install an AR System Server ! 37
Installing on All Platforms

Some preparatory tasks must be completed for all AR System server
installations. The common tasks are included in the following worksheet.
After you have completed the tasks in this worksheet, complete the
worksheet for your database and platform.
Worksheet for All Platforms and Databases

Copy this worksheet and complete it for each system where you will install
AR System.
Review the AR System 5.1 Release Notes on the Customer Support website:
http://supportweb.remedy.com
Prepare the system and environment
1 Refer to the compatibility matrix to verify system requirements:
2 Skip this step if you are installing a new AR System server.
Save your AR System environment before making changes to your
configuration.
Refer to Back Up the AR System Environment on page 24 for instructions.
3 Refer to Ensure Database Version Compatibility on page 24 if the relational
database is not installed. Install the database.
If the relational database is already installed, back up the database that the
AR System server will connect to. Refer to Back Up the AR System
Environment on page 24 for more information.
Refer to Ensure Database Version Compatibility on page 24 to check version
compatibility.
4 Complete this step only if you are installing a new AR System server on a
machine where one or more AR System servers are already installed.
Create an entry for the server. If the server will be accessible over a network,
this must be a valid DNS entry. Refer to Choosing a Server Name on page 34
for information.
When you have created the entry, record the server name.
AR System server name: ________________________________________
5 Complete this step only if you will configure this AR System server for email
access.
Prepare the system for AR System Email installation.
!
Ensure that the AR System mail server has access to your POP3, SMTP,
MAP, MBOX, or IMAP mail service.
Ensure that JDK 1.4 is installed on the AR System mail server system.
6 Create an email address for the AR System email process to use to send and
receive email.
Typically, the email address is established on the AR System server machine.
To establish the email address on a remote machine with network access to
the AR System server, add an entry for the email address to the /etc/aliases
file. A sample entry for the default address might be as follows:
ARSystem:/usr/spool/mail/ARSystem
For all other nodes in the network, make any changes that are required to
forward email for the email process to the AR System email address.
If you are using NIS services, follow the rules for updating files under NIS.
AR System email address:
_______________________________________
Refer to the Email Engine Guide when you install the AR System server with
the email server option.
Record information to enter at the installer prompt.
7 Determine how TCP port numbers will be assigned and record port
information.
Refer to Choosing Port Number Options on page 30 before making your
selection.
Register with a portmapper? Circle one: Yes No
Assign ports numbers? Circle one: Yes No
TCP Port number: _____________________________________________
Plug-in port number: ___________________________________________
8 Choose the optional components to install.
__ API
Refer to Custom Programming on page 28 for information.
__ Samples
This option installs a sample application that demonstrates many AR System
functions and features.
__ LDAP plug-ins
This option installs the LDAP plug-ins that allow you to connect to LDAP
services without having to create your own LDAP plug-ins.
__ Centralized Preferences
Refer to Centralized Preferences on page 28 for information.
9 Record the installation directory for the AR System server you are installing.
The location must have adequate disk space and RAM, and be accessible to
clients through a network. The installer assumes that you are connecting to
the local machine where you are installing the AR System server.
AR System server installation directory:
_______________________________
The default is: \Program Files\AR System (Windows) or
/usr/ar/<server_name> (UNIX)
10 If you are upgrading or reinstalling an existing AR System server, and you use
full text search (FTS), specify the directory where FTS will be installed.
Refer to Upgrading or Overwriting the Full Text Search Option on page 27 for
information.
FTS directory: ________________________________________________
The default is: \Program Files\AR System\Ftindex (Windows) or
/usr/ar/<server_name>/ftindex (UNIX)
11 Choose a startup option.
For Windows:
! Start automatically after reboot
!
Start service manually after reboot
List any special system startup or boot options you require. Refer to the
operating system documentation for information on options.
____________________________________________________________
____________________________________________________________
For UNIX:
! Place the AR System into a startup file? Circle one: Yes No
Startup file name: ______________________________________________
List any special system startup or boot options you require. Refer to the
operating system documentation for information on options.
12 Linux only:
Important: You must complete this step if you are installing on Linux.
Before installing the AR System server on Linux, you must comment out any
mention of nis or nisplus in the hosts line of the Linux /etc/nsswitch.conf
system file.
For example, the line hosts: files nisplus nis dns will cause the server to crash,
but the line hosts: files dns will not.
Note: If you are going to use UNIX password authentication, you will also
need to remove any mention of nis or nisplus in the passwd line of the
Linux /etc/nsswitch.conf system file.
13 Complete this chapters installation worksheets, then complete the
post-installation steps after you install AR System.

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

The AR System server requires the Oracle client application to interface with
the Oracle database. The instructions in this chapter describe how to
configure AR System with an Oracle client.
Note: The Oracle 8.1.7 client is required to install AR System on UNIX with
Oracle 9i.
You might need to obtain the following information from your system
administrator or database administrator before you begin your installation:
!
AR System server TCP and RPC port numbers (Skip this step if you
registered the AR System server with a portmapper. For more
information, refer to Registering with a Portmapper on page 31.)
Usernames and passwords for:
AR System administrator (the username and password of the

AR System user that has administrative privileges to use the AR System
Administrator tool; this user imports forms and sets values in the
ar.conf file to manage forms)
Application (the AR System application password that AR System

applications use to connect to the server; this information is in the
Server Information tab in the AR System Administrator tool.)
Database SYSTEM user
Information on how to prepare the system (refer to Prepare the system on

page 45).
Worksheet for Installing AR System on UNIX with Oracle

Use this worksheet to record information you will need to install an
AR System server on UNIX with an Oracle database. Copy this worksheet
and complete a separate worksheet for each server you plan to install in this
configuration. You might need to consult your database administrator for
relational database information.
Prepare the system
1 For both local and remote installs, as well as for Oracle 9i, install the Oracle
8.1.7 client on the same system where you will install the AR System.
!
Configure an SQL*Net (or Net 8) client on the machine where AR System

will be installed.
Create an Oracle password account and Database Administrator group.

For example, in some UNIX system, you can create these items by way of
/etc/password and /etc/group.
Set up an Oracle Home directory ($ORACLE_HOME) on the machine

where you will install the AR System server. The Home directory must be
the same directory as the 8.1.7 client directory.
!
Set the ownership to Oracle and the group to Database Administrator.
Create a subdirectory called network in the $ORACLE_HOME directory for

the AR System server installation.
Change directory (cd) to network ($ORACLE_HOME/network)

subdirectory and create a subdirectory called admin.
Set up the following environment variables. The example below shows

environment variables set in the C shell. Contact your database
administrator for the correct environment variable values.
setenv ORACLE_HOME <AR System Client Oracle home directory>

setenv ORACLE_SID <Oracle_sid_name>
setenv TWO_TASK <alias in the tnsnames.ora file>
setenv TNS_ADMIN <directory containing tnsnames.ora>
Use the TNS_ADMIN environment variable if you do not want to put the
tnsnames.ora file in the $ORACLE_HOME/network/admin directory.
During installation, when you are prompted for the TWO_TASK
connection string, enter the value of the TWO_TASK variable.
!
Test your connection using tnsping to ping the Oracle SID.

If you cannot ping the Oracle SID, you must resolve the error or errors for
AR System to install successfuly.
Verify that you have at least 50 MB of disk space available for the
AR System database.
Note: If you are installing AR System for AIX with Oracle 8.1.7, the
AR System server installation files must reside on a local file system,
and not a network file system.
Record information to enter at the installer prompts
1 Record the Oracle database system home directory, for example,
$ORACLE_HOME.
Oracle home directory: _________________________________________
2 Record the Oracle system identifier (SID).
You might need to consult your DBA for this value.
Oracle SID: _________________________________________________
3 Record the Oracle system password.
The default is manager. Consult your DBA for changes.
Oracle system password: ______________________________________
4 Record AR System database information.
Refer to Choosing the Upgrade or Overwrite Option on page 26 for

information.
AR System database name: ___________________________________
AR System database user: ____________________________________
5 Specify a private rollback segment (optional).
Oracle 8.1.7 uses rollback segments that can be configured as private rollback
segments. Oracle 9i uses undo tablespaces, which are managed by the
database and cannot be private.
Rollback segments hold information about transactions related to the size or
amount of updating or creating that happens at any given time. Transaction
size will be affected by the number of concurrent users and the AR System
configuration.
You should use a separate private rollback segment for each AR System
database, and each private rollback segment should be placed in a private
tablespace.
For a new installation, a private rollback segment can be created by the
installer.
For an upgrade, the existing private rollback segment is used. The default
value is ARSystemRoll_<server_name>. You should use an existing rollback
segment only if you are overwriting or upgrading an existing database.
Private rollback segment: ___________________________________
Note: You will need to add the rollback segment to the configuration file
after installing AR System. Instructions are included in this worksheet.
6 Define the AR System tablespace file name and size.
File name: _________________________________________________

The default is $ORACLE_HOME/dbs/arsys1.
File size: __________________________________________________
The default size is 30 MB.
If you plan to install other AR System applications, such as CRM, refer to
each applications associated release notes or installation guide before you
select your server database size.
7 Specify the temporary tablespace.
If a temporary tablespace has already been created (if an earlier version of

AR System was installed on this machine), the installer will use the existing
temporary tablespace.
If the tablespace has not been created, define a file to hold the temporary
tablespace.
Temporary tablespace path: __________________________________
The default is $ORACLE_HOME/dbs/artmpspc.
Perform the postinstallation tasks
Add the rollback segment name to the init<Oracle_SID>.ora file, located in

the $ORACLE_HOME/dbs directory. When you add the segment name, you
enable the segment for use, should the Oracle database be restarted. You
must stop and restart the Oracle database for this change to take effect.
Worksheet for Installing AR System on Windows with Oracle

AR System server on Windows with an Oracle database. Copy this worksheet
Prepare the system
The AR System machine must have Oracle client libraries, network
directories, and administrator directories to link to the AR System server.
On Windows NT, AR System 5.1 dynamically links to the Oracle libraries. If
you are installing on a remote machine, the Oracle database must be running
on the remote machine, and the local machine must be configured to log on
to the remote machine with an appropriate connect string. If the Oracle
database server is running Oracle 8 or Oracle 9 using the Oracle 8i
compatible mode, SQL*Net 8 for Windows NT must be installed and
configured on the local machine where you are installing the AR System
server.
If the Oracle database server is running Oracle 9 using the Oracle 9i
compatible mode, SQL*Net 9 for Windows must be installed and configured
on the local machine where you will install the AR System server.
Refer to the Oracle documentation for details about using the Instance
Manager.
Perform these steps to prepare the Oracle client on Windows.
1 Ensure that the AR System machine has the following items installed:
!
Oracle client (8 for 8i compatible, or 9 for 9i compatible)
SQL*Net 8 for Windows (that is, the Oracle client), which must be
installed and configured on the local machine.
Network or administrator directories that include the tnsnames.ora

file.
Administrator directories that link to the AR System server
2 Open the System control panel and verify that the <ORANT>\bin directory is
part of your system path and, if necessary, add this directory to the path.
3 If you make changes, restart Windows to make sure they take effect.
4 Make sure that you know the connect string for SQL*Plus and the password
for the System user within Oracle.

5 Verify that you have at least 50 MG of disk space available for the AR System
database.
6 Verify either that there is at least one existing Oracle rollback segment
(depending on your configuration) with at least another 5 MB available other

than the system segment, or that the database is configured for Undo
Management.
1 If the Oracle database is on a remote machine, record the connect string.
Oracle connect string: _________________________________________

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

Oracle SID: _________________________________________________
3 Record the Oracle system password.
The default is manager. Consult your DBA for changes.

Oracle system password: ______________________________________
4 Skip this step if you are upgrading an existing installation. Complete this step
only if you are installing a new AR System server or overwriting the AR System
database in an existing installation.
Record AR System database information.

information.
AR System database name: ___________________________________
The default is ARSystem.
5 Skip this step if you are upgrading an existing installation. Complete this step
only if you are installing a new AR System server or overwriting the AR System
database in an existing installation.
Define the AR System tablespace file settings.
This is the physical file that holds the AR System database created.
The AR System tablespace file name is the same as the AR System database
name from step 4. To change this name, return to step 4.
AR System database size: ______________________________________
The default is 30 MB.
Tablespace file name: ______________________________________
The default is arsys1.
If you plan to install other AR System applications, such as CRM, refer to
each application's associated release notes or installation guide before you
select your server database size.
6 Specify the temporary tablespace.
If a temporary tablespace has already been created (if an earlier version of

AR System was installed on this machine), the installer will use the existing
temporary tablespace.
If the tablespace has not been created, define the tablespace and a file to hold
it.
Temporary tablespace name: ____________________________________
The default is ARTMPSPC.
Temporary tablespace file name: __________________________________
The default is artmpf.
Temporary database size: ______________________________________
The default is 15 MB.
7 Specify a private rollback segment, depending on your configuration.
Oracle 8.1.7 uses rollback segments that can be configured as private rollback
segments. Oracle 9i uses undo segments that are managed by the database
and cannot be private. Oracle 9i can use rollback segments if the Undo
Management option is set to MANUAL.
If you use Oracle 9i, the installer detects which Undo Management mode is
used and, if the mode is AUTO, prompts for Undo Tablespace information.
Rollback segments hold information about transactions related to the size or
amount of updating or creating that happens at any given time. Transaction
size will be affected by the number of concurrent users and the AR System
configuration.
You should use a separate private rollback segment for each AR System
database, and each private rollback segment should be placed in a private
tablespace.
For a new installation, a private rollback segment is created by the installer.
The default name is ARSystemRoll.
For an upgrade, the existing private rollback segment is used. You should use
an existing rollback segment only if you are overwriting or upgrading an
existing database.
Private rollback segment: ________________________________________
Note: You will need to add the rollback segment to the configuration file
after installing AR System. Instructions are included in this worksheet.
To create a new rollback segment, leave the check box selected. To use an
existing segment, clear the check box.
Perform the postinstallation tasks
Add the private rollback segment name to the init<Oracle_SID>.ora file,

located in the %ORACLE_HOME%/dbs directory. You must stop and restart
the Oracle database for this change to take effect.
Installing with an IBM DB2 Database

When you install the AR System server with an IBM DB2 database, the
AR System database is created with three tablespaces. The term tablespace
refers to the storage area or disk location where the database tables will be
stored. How you choose to manage this space will determine how your
database gets backed up or restored.
The three tablespaces are as follows:
!
Catalog tablespace (SYSCATSPACE)Contains all of the system tables for

the database.
User tablespace (USERSPACE1)Contains all user-defined tables. The

user tablespace is where the AR System tables will reside and will grow
according to the number of records or tickets that are added to the system.
Temporary tablespace (TEMPSPACE1)Contains temporary tables. The

temporary tablespace is used by the database for activities such as sorting
and displaying search results. This tablespace does not grow, so it needs to
be large enough to sustain database activity.
Each tablespace consists of containers that hold the physical data, managed
in one of two ways:
!
System Managed Space (SMS)Managed by the operating system when

the container location is specified by the user.
Database Managed Space (DMS)Managed by the DBA. Refer to your

DB2 database documentation for information on how to add containers
to tablespaces using DMS.
You are prompted to choose between SMS and DMS for each of the three
tablespaces, SYSCATSPACE, USERSPACE1, and TEMPSPACE1.
Note: For local installation only: all tables created and accessed by
AR System are created using the account of the user who is installing
the AR System software. The AR System server will not function
unless its service is started using this account.
You might need to obtain the following information from your system,
server, network or database administrator before you begin your installation:
Local install (AR System and DB2 database installed on the same machine):
!
AR System server TCP port number

!

Application Service Password (required only if your system

administrator already entered an Application Service Password in
AR System Administrator; to find out if there is a password, in
AR System administrator go to File > Server Information, click the
Connection Settings tab and check the Application Service Password.)
Home directory of the local DB2 instance owner (UNIX only)
Names of the following: AR System database, DB2 instance
Remote install (AR System and DB2 database installed on different

machines):
!
AR System server TCP port number

!
AR System database user

Application Service Password (required only if your system

administrator already entered an Application Service Password in
AR System Administrator; to find out if there is a password, in
AR System Administrator go to File > Server Information, click the
Connection Settings tab and check the Application Service Password.)
Administrator name and password of the remote DB2 instance
Remote DB2 server name
Port number of remote DB2 instance
AR System database name
Worksheet for Installing AR System on UNIX and Windows

with DB2
AR System server with an IBM DB2 database. Copy this worksheet and
complete a separate worksheet for each server you plan to install in this
Prepare the system
Local installs:
!
Install the DB2 client and DB2 server on the machine where you will
install the AR System server.
Unix only: Create the DB2 instance when you install the DB2 client.
Note: On Solaris and Linux, the AR System server is dynamically linked to

the DB2 library, so you must install the DB2 library (libdb2.so) on the
same machine as you install the AR System.
!
Install the AR System server as root or as any other user that has
administrative privileges for the specific DB2 instance on which you install
the AR System database. To ensure that the user has these privileges, make
that user a member of the groups created during the DB2 installation. The
groups include the default db2iadm1, db2fadm1, and db2asgrp groups.
Remote installs:
!
Install the DB2 client on the machine where you will install the AR System
server.
Unix only: Create the DB2 instance when you install the DB2 client.
Note: On Solaris and Linux, the AR System server is dynamically linked to

the DB2 library, so you must install the DB2 library (libdb2.so) on the
same machine as you install the AR System.
!
Install the DB2 server on a remote machine.

!
Create an AR System database user (such as aradmin) on the remote

machine where you installed the DB2 server. The username should be in
lower case.
UNIX only: The user password must be exactly AR#Admin# during the
installation, but you can change it later in AR System Administrator.
If you change the password, do so on the remote machine before you set
the new AR System server password in the Server Information tab in the
Administrator Tool. Refer to the Configuring AR System guide for more
information.
Support TCP/IP on the DB2 database server.


information.
AR System database name (maximum length is 8 characters): ____________
Note: For databases on a remote machine only: Make the AR System database
name different from any of the remote DB2 database alias names. If
you make these names the same, the installation will fail.

__________________________________________________________
Place to create AR System database:
Path: ______________________________________________________
Drive name: ________________________________________________
(The default location is specified in the dftdbpath parameter in the DB2
database configuration file.)
Note: On a UNIX-based DB2 database, specify the path on which to create
the AR System database. On a Windows-based DB2 database, specify
the letter of the drive on which to create the AR System database.
Local install:
Name of the DB2 instance:
(default instance is the instance defined in DB2INSTANCE environment
variable) ____________________________________________
Remote install:
DB2 database server name: _______________________________________
Remote DB2 instance administrator name: ________________________
Remote DB2 instance administrator password: _____________________
Port number of remote DB2 instance: ___________________________
Database alias name for AR System database: ______________________
2 Choose the option for managing the SYSCATSPACE tablespace.
Circle one: SMS DMS

!
For SMS, you can only use Directory Container, for which you must
specify the catalog tablespace location. To install in a location other than
the default, you must provide an absolute or relative directory name. The
relative directory you provide is relative to the database directory. Ensure
that no other directories or files are stored in the location you named.
Directory Container:
____________________________________________
!
For DMS, you can only use File Container, for which you must specify the
size of the catalog tablespace and its container file name. Consult your
DBA for recommendations.
Tablespace size (default is 30 MB): _________________________________

File Container name:
____________________________________________
3 Choose the option for managing the USERSPACE1 tablespace.
Circle one: SMS DMS

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

!

File Container name: ___________________________________________
4 Choose the option for managing the TEMPSPACE1 tablespace.
Circle one: SMS DMS

!
that no other directories or files are stored in the location you named. SMS
is the recommended option for TEMPSPACE1 tablespace, because the
system will free space as necessary.
Directory Container: ___________________________________________

!

File Container name: ___________________________________________
5 Record the following AR System server information:
Registered with portmapper? ____________________________________

AR System server TCP port number: ______________________________
AR System server installation directory: ____________________________
Installing with a Microsoft SQL Server Database

During installation, you are prompted for the initial size of the database and
for the device on which to locate the database. By default, a 30 MB database
is created on the default device for your database installation. Ensure that
there is sufficient space within the device to hold the new database being
created.
A log space for this new database is also created. You are prompted for a
location for the log device during installation. Store the data and log on
separate devices in the database. The devices must be on physically separate
disks for best performance and recoverability. Because running out of log
space is a significant issue, plan on a log that is at least as large as your largest
single form.
!
SQL Server instance
Names for the AR System database, AR System user, database server, and
database server/AR System server domain (must be the same)
AR System administrator (the username and password of the

AR System user that has administrative privileges to use the AR System
Administrator tool; this user imports forms and sets values in the
ar.conf file to manage forms)
AR System user
Domain account
Names and sizes of the data and log devices (optional)
Worksheet for Installing AR System on Windows with MS SQL

Server
AR System server on Windows with a Microsoft SQL Server database. Copy
this worksheet and complete a separate worksheet for each server you plan to
install in this configuration. You might need to consult your database
administrator for relational database information.
Prepare the system
1 If the MS SQL Server database is installed on a remote machine, ensure that
the MS SQL client utilities are installed on the AR System server machine.
2 Complete this step only if you are using MS SQL Server 2000.
Record the SQL Server instance for this AR System server installation.
Consult your DBA for this value.
SQL Server instance: ____________________________________________
3 Complete this step only if you are using MS SQL Server and installing in a
language other than English.

!
Disable automatic conversion:
Choose Start > Programs > MS SQL Server > Client Network Utility.
Click the OLE DB Options tab.
Deselect the Automatic ANSI to OEM conversion box.
Note: It is recommended that you install the SQL 8.0 provider on the same
machine on which you plan to install the AR System. Refer to the
section on relational databases in the AR System Database Reference
Guide.

information.
AR System database name: _____________________________________
AR System database user: ______________________________________
2 If the MS SQL database is on a remote machine, record the name of the
machine where your database resides.

If you are using a remote MS SQL Server 7.0 database, and you are using
Windows NT Authentication, the database server and the AR System server
must be in the same domain. You must enter this domain name during
installation.
Database server: _____________________________________________
Domain: ____________________________________________________
3 If you will choose Windows NT Authentication, you must also set the
ARS_SECURE_CONNECT environment variable to 1 (one) before you

begin the installation. Delete the environment variable after the installation.
4 Record the system administrator (SA) password of the database.
SA password: _______________________________________________
5 Record the domain and password for the AR System database user account.
This password and domain will be associated with the user you specified in
step 1 on page 52.
If you are upgrading or overwriting a previous AR System installation, use
the information for the existing account.
For new installations, the installer creates this account.

information on this user account.
Domain: ____________________________________________________
Password: __________________________________________________
Optionally, record the names and sizes of the data and log devices.
SQL Server can choose these values for you. To allow SQL Server to choose
values, leave the fields blank.
The database initial size should be set to at least 30 MB, but this will vary
based on the growth rate of your system.
If you plan to install other AR System applications, such as CRM, refer to the
associated release notes or installation guide before you select your server
database size.
The log initial size should be set to 75 percent of the database size, or about
23 MB.
Data file: _____________________________________________________
Database initial size: ____________________________________________
Log file: ______________________________________________________
Log initial size: ________________________________________________
Installing with an Informix Database

If you install AR System with an Informix database, you are limited to the
maximum connections configured on the Informix database. If you are
operating in a multiprocess server environment, be aware that each server
thread uses a connection.
If you are using an Informix database on your AR System server to access an
external Informix database through direct SQL, you must set options to be
the same for both databases. By default, AR System is installed with log
options and non-ANSI options.
Installing with an Informix Database ! 57
!
Informix home directory path
Names for: database server, database, Informix configuration file
Ensure that the user who is installing the AR System server has permissions
to add databases and objects to the Informix server.
Worksheet for Installing AR System on UNIX with Informix

AR System server on UNIX with an Informix database. Copy this worksheet
Note: Informix does not support Linux.
Prepare the system
1 For shared libraries, install ESQL/C and manually specify the path to the
ESQL/C
libraries by setting the shared library path for your platform:
HP-UX$INFORMIXDIR/lib:$INFORMIXDIR/lib/esql:$SHLIB_PATH
Solaris$INFORMIXDIR/lib:$INFORMIXDIR/lib/esql:$LD_LIBRARY_PATH
AIX$INFORMIXDIR/lib:$INFORMIXDIR/lib/esql:$LIBPATH
2 Set the NETTYPE protocol to support the multithreaded AR System server,
according to your platform:
onsoctcp for IBM AIX and HPUX

ontlitcp for Sun Solaris
Consult the Informix documentation for instructions.

1 Record the home directory of the Informix database system.
The installer is designed to locate the directory $INFORMIXDIR.

Informix home directory: ________________________________________
2 Record the Informix configuration file name.
This is typically the default file onconfig, but consult your database
administrator for changes.
Configuration file: ____________________________________________
3 Record the database server name.
Typically, this is the system name. Consult your database administrator for
the fully qualified name.
If the Informix server is installed on a remote machine, obtain the name from
$INFORMIXDIR/etc/sqlhosts.
Database sever: ______________________________________________

information.
AR System database name: ______________________________________
5 Record the database space where the AR System database will be installed.
Database space: _______________________________________________

The default is root.
Installing with a Sybase Database

Before you install an AR System server with a Sybase database, you need to
set the required variables DSQUERY, SYBASE, and source the SYBASE.sh to set
additional variables.
You will not be able to install the AR System server if these variables are not
set. The worksheet contains this information, along with additional
preparatory steps you need to perform to install with Sybase.
Installing with a Sybase Database ! 59
!
Sybase home directory path
Names for: database server, database, device, Sybase database user for
AR System
Sybase system administration (SA) password
Worksheet for Installing AR System on UNIX with Sybase

AR System server on UNIX with a Sybase database. Copy this worksheet and
complete a separate worksheet for each server you plan to install in this
Prepare the system
Set the required variables. The examples shown are in Bourne shell.
Set DSQUERY as follows:
DSQUERY=<sybase_server>;export DSQUERY
Set SYBASE as follows:
SYBASE=<sybase_install_dir>;export SYBASE
Change directories to the Sybase home directory: $SYBASE.
Run . ./SYBASE.sh to set remaining variables.
Note: If you use a Sybase 12.0 database instead of Sybase 12.5, you must
install the 12.5 client library on your machine before you install
arserver. You must also set the SYBASE environment variable to <path
to the 12.5 directory> and the SYBASE_OCS to OCS-12_5.

!
Record the home directory of the Sybase database system.
The installer is designed to locate the directory $SYBASE.

Sybase home directory:
__________________________________________
!
Record the Sybase server name.
The Sybase server name is the name of the instance on a machine. The default
is SYBASE, but this can be configured to identify the server; for example:
$DSQUERY.
Sybase server name: ____________________________________________
!
Record the Sybase system administration (SA) password.
Sybase SA password: ___________________________________________

There is no SA password by default.
!
Record AR System database information.

information.
AR System database name: _______________________________________
AR System database user: _______________________________________
!
Record the database device where the AR System database will be installed.
Database space: _______________________________________________

The default is master.
Note: If you are installing with Sybase 12.5, you must also install the 32-bit
Sybase libraries.
Installing with a Sybase Database ! 61
CHAPTER
Installing the AR System Server on

UNIX
This chapter contains procedures for installing the AR System server
and the API package on UNIX. The instructions assume that you have
completed the appropriate installation worksheets. Refer to Chapter 2,
Choosing Server Options and Preparing the Environment for the
installation worksheets.
Installing the AR System Server on UNIX ! 63
Installing an AR System Server on UNIX

The instructions in this chapter assume that you have reviewed the
information on configurations, server options, and database preparation in
Chapters 1 and 2. Make sure that you have completed the installation
worksheets for your platform and database combination.
You must use a Windows machine to license and administer the server.
You should retain the file structure created by the installer.
Note: To avoid installation problems, we recommend that you have only one
version of AR System on your computer.
When you have completed the server installation, install the mid tier and
client applications. When you have completed all installations, refer to the
Configuring AR System guide for information on how to configure the server,
and Developing AR System Applications: Basic guide for information on how
to create and maintain AR System applications.
Installing on UNIX as Non-Root

In general, you should perform the AR System server installation as a root
user. However, you can perform the installation as a non-root user.
When you install as a non-root user, you must update the system
configuration files manually. The installation script prompts you to do this
and instructs you to start a shell where you have root access or full read and
write access.
Installing as non-root allows a user to maintain the AR System software
without the assistance of a system administrator. However, to automatically
start the AR System server when your computer restarts, you must request
your UNIX system administrator to change the system startup scripts
accordingly.
64 "Chapter 3Installing the AR System Server on UNIX
Installing the AR System Software Without Logging in as Root

1 Set the ARNONROOTINSTALL environment variable to TRUE.
Review Appendix B, Customizing UNIX Options to view other environment

variable settings, such as those involving file locations for non-root
installations.
2 The installation script will prompt you to perform several actions. Before you
perform these actions, ensure that you have permissions to the following:
!
Network card device files
Root directory, usually at: /etc/arsystem/<server_name>
Multi-licence directory (usually at: /etc/arsystem/) and its

AR_SYSTEM_LICENSE_DIR directory (usually at:
/etc/arsystem/<server_name>
Configuration directory, <ar_install_dir>/conf, and its ar and ar.conf files
3 Perform the installation procedure as described in this chapter.
Some of the actions you will be prompted to do (as root or non root) include:
!
Create a number of directories and set permissions for those directories.

For example, the script prompts you to create the /etc/arsystem directory
as root.
Merge the contents of files, such as merge the

<ar_install directory>/ar-<database>/rpc file with the /etc/rpc file.
Installing an AR System Server on UNIX ! 65
Installing the AR System Server from the Web

If you purchased software through the Electronic Software Distribution
(ESD) process, follow these steps to access the software.
Installing AR System on UNIX from the Web
1 Log in as the root user.
% su
Password: <password>
2 Copy the downloaded directory (arsystem_<platform>) and its contents to
the location from which you will install AR System.

If you have downloaded AR System using the Sm@rtCert client onto a
platform where you will not install AR System, copy the downloaded
directory and its contents to the computer where you will install AR System.
For example, if you used the Windows Sm@rtCert client to download
AR System for Solaris, copy the arsystem_Solaris directory and its contents
to your Solaris machine.
3 Change to the directory containing the copy of the downloaded files.
4 Change to the directory containing the install program:
# cd <platform>
where <platform> is platform for the UNIX products. The download
directories are solaris, hpux, and aix, and linux, respectively.
5 Uncompress the file <unix>.tar.gz, which contains the UNIX installation files
for AR System.
Use the gunzip utility to uncompress the file by entering the following
command:
# gunzip <unix>.tar.gz
where <unix> represents the brand of UNIX for which you downloaded
AR System; for example, solaris, hpux, aix, or linux.
If you do not have the gunzip utility, you can download it from the gzip
home page: http://www.gzip.org.
6 Extract the installation program file by entering the following command:
# tar -xvf <unix>.tar

where <unix> represents the brand of UNIX for which you downloaded
AR System; for example, solaris, hpux, aix, or linux.
<unix>.tar contains the directory arsystem, which contains the installation

program.
7 Note the current directory to which the tar file was extracted. Enter the path
to this directory (<path_to_this_dir>/cdrom) when prompted for the
product directory name during installation.
8 Change to the directory containing the installation program:
# cd <installation_program_dir> arsystem
9 Perform the installation procedure described in this chapter.
Running the AR System Server Installation Script

This procedure contains instructions for installing a new AR System server
on a machine that has no existing AR System servers, and on a machine with
one or more existing AR System servers installed. Installing a second or later
AR System server on a single machine is similar to installing the first
AR System server. Differences are noted in the procedure.
The script writes a log file to: /usr/tmp/ar_install.log
Running the AR System Server Installation Script
1 Shut down any AR System processes that are currently running.
2 Ensure that the database the AR System server will connect to is running.
Typically, you will need at least temporary administrator privileges to install

the AR System server. To install the software without root privileges, refer to
Installing on UNIX as Non-Root on page 64.
4 Set any relevant environment variables to control the installation. See
Appendix B, Customizing UNIX Options for details about the options than
can be set.
5 Access the installation software.

!
If you are installing from the Action Request System (AR System) 5.1
installation CD:
!
Mount the CD locally or remotely.
Change to the directory containing the AR System installation script as

follows:
# cd <CD-ROM_mount_point>/arsystem
The default mount point is /cdrom.
Refer to Appendix A for details on how to mount the CD.
!
If you are installing software obtained through Electronic Software

Distribution (ESD), refer to Installing the AR System Server from the Web
on page 66 for instructions.
6 Run the AR System installation script:
#./ar_install
AR System product and copyright information appears.
The following message appears:
You will be prompted to enter the product directory. This is the name of
the CD mount directory which contains the
<dir>/arsystem/<unix_platform>/arsystem.tar file.
For example:
If the tar file is located at <dir>/arsystem/unix/arsystem.tar then the
product directory would be <dir>.
7 At the prompt:
Enter the product directory [<product_directory>]
Do one of the following:
! Press Enter to accept the default value.
! Enter the name of the directory where the CD-ROM is mounted.
The screen displays information about package contents and space
requirements.
8 At the prompt:
Do you want to install the Server package? [y]

!
Press Enter to proceed with the installation.
Enter n to stop the installation script.

If this is the first AR System server installed on this machine, go to step 11
on page 70. If one or more AR System servers already exist on this
machine, the following message appears. Go to step 9.
Each AR System server requires a unique name that clients can resolve
into an IP address. If clients cannot resolve the name into an IP address,
they will not communicate correctly with the AR System server. If you
have not defined a unique name for this server, you can open a separate
shell and define a name, and then return to this script and enter the
name. You can also stop the installer script, define the name, and start
the script again.
To install a new AR System server, enter the new server name.
To upgrade or overwrite an existing AR System server,
please enter the name of the AR System server from the list:
----------------------------------------------------<server_name>
AR System servers are listed from most recently installed at the top, to the
first installed at the end.
9 At the prompt:
Enter the server name: [<server_name>]
For a new install, enter a new server name. For an upgrade or overwrite
install, press enter to select the default server or enter the name of an existing
server from the list.
You have chosen to upgrade or overwrite <server_name>.
Type y to continue.
Type n to change your selection.
Type q to stop the installation.
10 At the prompt:
Enter your selection: [y]

!
Press Enter to install a new server with the name you entered, and go to
step 11.
Enter n to change the server name. When you have selected a server name,
go to step 11.
Enter q to stop the installation. If you stop the installation, information on

the installer log files and restarting the installation appears.
11 At the prompt:
Do you want to register this AR System server with the Port Mapper? [y]
!
Press Enter to register this server with a portmapper. (When two or more
AR System servers are installed on a single machine, only one server can
be registered with a portmapper.)
Enter n if you do not want to register this server with a portmapper.
12 At the prompt:
Do you want to run this AR System server on a specific TCP port? [n]
!
Press Enter if you have registered this server with a portmapper and do not
want to assign a port number. The server will choose a port number
dynamically, and the port number will direct clients to the correct port.
Go to step 15 on page 71.
Enter y to assign a port number to this server. The server will use the port
number you assign, and the portmapper will direct clients to it.
The TCP port number is the port address used to connect to this
AR System Server. The port address must be unique for each server
installation. Preferably use port addresses greater than 1024.
13 At the prompt:
What TCP port will this ARSystem Server use? [ ]

Enter a TCP port number (greater than 1024) for the server to use.
The screen displays message related to port numbers and addresses.
14 At the prompt:
What Plugin port will the Report Plugins use? []

The AR System server includes a reporting plug-in that is enabled by default
and requires a port number.
Enter a plug-in port number (greater than 1024) for the plug-in server to use.
15 At the prompt:
Do you want to install the API package? [n]

! Press Enter if you do not want to install the API package.
! Enter y to install the API package.
The API package enables you to develop software that integrates with
AR System, and requires 10 MB of space for installation.
If you do not install the API now, you can install the API later without
losing your AR System environment.
For more information on the API package, refer to Custom Programming on
page 28.
16 At the prompt:
Do you want to configure Web Services?
Enter yes to install and configure the web services option. If you enter yes,
you must supply the path to the java executable in the JRE 1.3.1 or higher.
17 At the prompts:
Do you want to install the ARDBC LDAP Package?
Do you want to install the AREA LDAP Package?
Enter yes to install the LDAP plug-ins.
Note: To install the LDAP plug-ins later, run the installation program again
and choose to install only the plug-ins.
18 At the prompt:
Which database system will the AR System use?

[db2|informix|oracle|sybase]
Enter the database that this AR System server will connect to.
19 The prompts that follow in the installation script are specific to your
database. At these prompts, enter the values from the installation worksheet
for your platform and database combination. If you have not completed the
worksheet, refer to Chapter 2, Choosing Server Options and Preparing the
Environment.
Note: If you are using the relational database for other applications in
addition to AR System, the other application databases are not
affected by this installation.
The underlying database must be running. If the database is not
running, you can open another shell and start the database, or you can
stop the installation script, start the database, and start the installation
script again.
If any AR System processes are running, the following message and
prompt appear:
The following AR System programs are currently running...
<service_information>
Cannot upgrade software with these processes running
Do you want me to shut down the AR System processes? [y]
Press Enter to shut down the services and continue with the installation.
20 At the prompt:
Directory to install AR System? [/usr/ar/<server_name>]

! Press Enter to accept the default directory.
! Enter another directory path.
AR System will be installed in the <directory> directory.
21 At the prompt:
Is this OK? [y]
! Press Enter to accept this installation directory.
! Press n to enter another directory.
If there is not enough space in the specified directory, you will be prompted
to install in a different partition. To do so, type y at the prompt, and then
specify the directory path.
For new installs, the screen displays pathnames of created files.

For upgrade or overwrite installs, the screen displays a message indicating
that existing directories were saved.
22 At the prompt:
Do you want to put the AR System server in a system startup file? [N]
! Enter y to put the AR System server into a startup file so that it will start
automatically as a service on reboot. Non-root users must have an
administrator modify the system to access this file.
! Type n if you will start the service manually.
23 At the prompt:
Which startup file do you want to use to start the AR System server?
[<default_path>/arsystem_<server_name>]
Press Enter to accept the default, or specify another file.
If you specify another file, specify a different file name for each AR System
server. Multiple AR System servers on a single machine can be placed in the
system startup file, but they must have different names. By default, the server
name is appended to the file name to distinguish the startup files.
Default paths vary depending on your platform. Refer to UNIX Start
Commands on page 78 for more information.
If you put the AR System server in a startup file, place the database in the
startup file as well. If you do not do so, then when the system reboots,
AR System will not find the database.
Adding <server_name> to AR System server configuration file
/usr/ar/<server_name>/conf/ar
You may need to wait a few minutes if you load media from a remote device
or load on a remote file system.
At this point, the list of extracted files appears. For information about where
the files are located, refer to Appendix A, Locating AR System Files The
following lines are an example from the display:
---------- List of Extracted Files ----------x bin, 0 bytes, 0 tape blocks

x bin/runmacro, 4066684 bytes, 7943 tape blocks
x bin/arforkd, 127308 bytes, 249 tape blocks
x bin/arplugin, 623844 bytes, 1219 tape blocks
...
For new installs:
Creating new <database type> database files.

The installer displays information about the installation, including updates
to the configuration file and your installation selections.
If you are installing a new AR System server, go to step 28 on page 75.
For upgrade or overwrite installs, you are prompted to overwrite, upgrade,
or quit the installation. The default is ufor upgrade.
24 At the prompt:
Action? [u]
! Press Enter to upgrade the existing AR System database.
! Type o to overwrite the existing AR System database. You cannot change
the user name or database name, because these are already associated with
an AR System server.
! Type q to stop the installation.
Depending on your selection, the installer displays information about the
upgrade or overwrite, including updates to the configuration file and your
installation selections.
25 At the prompt:
Are you sure? [n] y
! Press n and continue with the next step.
! Enter y to keep the same directory and continue with the installation.
If you chose to upgrade or overwrite, the following messages appears:
Current FTS collection setting is :

Collection-directory: /usr/ar/<server_name>/ftindex
Your existing FTS collection data will be lost.
26 At the prompt:
Are you sure? [n]

! Press y to confirm the deletion of FTS collection data.
! Press n to continue with the next step.
27 At the prompt:
Directory for Full Text Search Collection?

[/usr/ar/<server_name>/ftindex]
! Press Enter to accept the default FTS directory.
! Specify another directory.
You can have the installation script bypass your original FTS collection
directory, leaving it intact. However, you will need to use AR System
Administrator to rebuild the FTS index after this installation. Refer to the
Optimizing and Troubleshooting AR System guide for information on
indexing.
At this point the installer starts the service and loads several AR System
forms. The following message appears:
The AR System software is installed and running. The remainder of the
installation is to install a set of Central Preferences and sample
definitions.
28 At the prompt:
Do you want to have the Central Preference forms installed? [y]

! Press Enter to install the Centralized Preferences forms.
A series of status messages appears.
! Type n to skip these forms.
If this is an upgrade or overwrite of an existing database, go to Postinstallation
Steps on page 76.
At this point, the following message appears:
The sample provides examples of many user interface objects. If you are
loading the system for the first time, we recommend that you install
these samples. If you are reinstalling, you can choose to have them
included or not.
29 At the prompt:
Do you want to have the sample definitions installed? [y]

! Press Enter to install the sample definitions.
The installer displays information about the files being installed.
! Type n to skip the definitions.
30 The following message indicates that the installation has been completed
successfully:
AR System Installation Complete.

At this point, you are asked if you want to install the AR System Email engine.
If you choose not to install the Email engine, continue with the
post-installation steps that follow. If you choose to install the Email engine,
read through the post-installation steps that follow, then refer to the Email
Engine Guide.
Postinstallation Steps
1 If this is an upgrade or overwrite of an existing database, and the AR System
server uses FTS, then rebuild or move indexes, as applicable. Refer to

Upgrading or Overwriting the Full Text Search Option on page 27 for more
information.
2 Review the database-specific worksheets from Chapter 2, Choosing Server
Options and Preparing the Environment and perform any post-installation

tasks for your database, if any.
3 Restart your machine.
Restarting the Installation Process

If AR System installation fails or is interrupted, a message appears identifying
the problem and the stage number where the process terminated. For
example, you might see the following message, which indicates that the
installation terminated in Stage 3:
Installation terminating; Fatal error occurred.

AR System Installation terminated at Stage 3: Set up AR System database
and directories.
The new AR System directories are installed. The previous
AR System directories will be saved with .bak suffix.
Check /usr/tmp/ar_install.log and /usr/tmp/arErrorLog
to identify the problem. If necessary, call Support to
resolve the problem.
Once the problem has been resolved, continue the installation from the
point at which it terminated by issuing the following command
./ar_install -s<stage#>
where <stage#> is the number of the stage at which the previous
installation terminated.
You can restart a terminated installation by correcting the problem and
issuing a command that identifies the stage number. The system loads the
information that was recently stored in the /usr/tmp/arEnvHistory file. The
script then restarts the process at the stage where it was terminated.
Restarting the Installation Process ! 77
Restarting the Installation After a Termination

1 Identify the problem by checking the ar_install.log and arErrorLog files in the
/usr/tmp directory.
2 Resolve the problem.
For example, if you ran out of log space, increase the amount of log space.
3 To restart the installation, type the following command:
./ar_install -s<stage#>
For a remote installation, the script may request the device and remote host
name.
The system loads the information that you entered up to the point where the
installation failed.
4 Continue with the installation.
Starting and Stopping the Server Manually

The installation script starts the AR System server automatically, but you can
stop the server and start it manually to verify the installation or troubleshoot
problems.
Starting the AR System Server Manually
1 Log in as root or, in a non-root installation, log in as the user who starts
AR System.
2 Enter the appropriate command, as shown in the following UNIX start
commands table.
Table 3-1: UNIX Start Commands
System Type
Command
HP-UX
If you added a startup script, use /sbin/init.d/arsystem start

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

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

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

If you install multiple servers, your directory might be called

arsystem_<servername>.
Stopping the AR System Server Manually
1 Log in as root or, in a non-root installation, log in as the user who starts
AR System.
2 Enter the appropriate stop command, as shown below.
System Type
Command
HP-UX
If you added a startup script, use /sbin/init.d/arsystem stop

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

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

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

If you install multiple servers, your directory might be called

arsystem_<servername>.
Warning: Do not use the kill -9 command to stop the AR System server.
Doing so may leave your database in an inconsistent state.
Starting and Stopping the Server Manually ! 79
CHAPTER
Installing the AR System Server on

Windows
This chapter contains procedures for installing the AR System server
on Windows.
The instructions assume that you have completed the appropriate
installation worksheets. Refer to Chapter 2, Choosing Server Options
and Preparing the Environment for the installation worksheets.
Installing the AR System Server on Windows ! 81
Installing an AR System Server on Windows

This procedure contains instructions for installing a new AR System server
on a machine that has no existing AR System servers, and on a machine with
one or more existing AR System servers installed. Installing a second or later
AR System server on a single machine is similar to installing the first
AR System server. Differences are noted in the procedure.
You can cancel installation any time. However, information you entered will
not be saved.
When you have completed the server installation, install the mid tier and
client applications. When you have completed all installations, refer to the
Configuring AR System guide for information on how to configure the server,
and the Developing AR System Applications: Advanced guide for information
on how to create and maintain AR System applications.
Note: To avoid installation problems, we recommend that you have only one
version of AR System on your computer.
Installing the AR System Server with the Windows Installer

1 Exit any AR System processes that are running.
2 Ensure that the database to which the AR System server will connect is
already running.
3 Record Windows Administrator information.
Administrator permissions are not necessary to start or administer the

AR System server, and can be granted temporarily for the installation.
If your machine is part of a Windows domain, you must log in to the domain
as a Windows Domain Administrator to install AR System. If your machine
is not part of a Windows domain, you must log in as an administrator for the
local system.
4 Record the user name and password for the Windows account that
AR System will use.

User names cannot contain more than eight characters or the installation will
fail. This restriction applies to users with Windows administrative privileges.
The user account must have administrator permissions to install the
AR System server.
82 "Chapter 4Installing the AR System Server on Windows

!
From the CD
Log in to Windows as an administrator and insert the CD into the drive.
If autorun is enabled, the CD browser opens. Click AR System Server.
If the CD browser does not start, open the server installer, server.exe.
From ESD
If you downloaded Action Request System to a location where you will not
install Action Request System, copy the downloaded directory and its
contents to the machine where you will install Action Request System. For
example, if you used the Solaris Sm@rtCert client to download the Action
Request System for Windows, copy the directory and its contents to your
Windows machine.
From the download directory, run the file server.exe.
When you run this file, the installation files are unpacked into a temporary
directory and the Setup program starts.
The Choose Setup Language screen appears. The default language selection
is the locale language of the operating system. However, you can change the
selection.
6 Choose a language and click OK to display the Welcome screen.
7 Click Next to display the Select Database screen.
8 Click the button that corresponds to the type of database that will support
AR System.
!
If you select Oracle or Microsoft SQL Server, the version selection screen
appears. Go to step 9 on page 83.
If you select IBM DB2, the Select Action Request System Components
screen appears. Go to step 10.
Note: If you do not have a database installed, you will get an error. Cancel
this installation, install the database, and restart the server installation.
9 Select your database version and click Next.
The Select Action Request System Components screen appears.

Note: You will get an error message if you do not have the chosen database
installed on your system. Cancel the installation, install the database,
and restart the installation program.
Installing an AR System Server on Windows ! 83
10 Choose the components to install by selecting the appropriate check boxes.

!
APIInstalls the AR System application programming interface (API).

Refer to Custom Programming on page 28 for a description of the
components that will be installed.
SamplesInstalls a sample AR System application that demonstrates

many AR System capabilities.
Centralized PreferencesInstalls the centralized preference forms that

enable users to store preferences on the server. Refer to Centralized
Preferences on page 28 for more information.
11 Click Next to display the Select Language Components screen.

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

English is selected by default on all systems. In non-English systems, the
locale language for the operating system is also selected. English cannot be
deselected, because it is required for correct server performance. You can
choose additional languages.
13 Click Next to display the Select Plug-In Components screen.
14 Choose the items to install:
!
ARDBC LDAP plug-in enables you to access common enterprise objects

in LDAP directories and view data remotely without having to import or
export data.
AREA LDAP plug-in enables authentication of usernames and passwords

against an LDAP centralized user database.
Web services plug-in enables the Set Fields From Web Service filter action
necessary to consume a web service. (Installation recommended.) For
more information on Web services, refer to the Developing AR System
Applications: Advanced guide.
15 If you are installing AR System server for the first time on this machine, or
upgrading an earlier version of the AR System server to version 5.1, the Enter
Server Port Number screen appears. (The host name is used as the server
name, so you are not prompted to enter a server name.) Go to step 18 on
page 85.
If you are installing a second or later AR System server on this machine, or
reinstalling a version 5.1 server, the Enter AR System Server Name screen
appears. Go to step 16.
16 Enter the AR System server name in the Selected AR System Server field.
For information, refer to Choosing a Server Name on page 34.

17 Click Next to display the Enter Server Port Number screen.
18 Choose how port numbers are assigned.
!
To register the server with a portmapper, select the Yes option and click
Next. If two or more AR System servers reside on this machine, only one
server can register with a portmapper.
To assign port numbers, select the check box Assign Port Numbers and
enter port numbers for the AR System server, and the plug-in server. The
port numbers cannot be the same. For more information, refer to
Choosing Port Number Options on page 30.
19 Click Next to display the Choose Destination Folder(s) for the AR System
Server screen.
20 Select the destination folder for the AR System server or click Browse to
display more folder names.

To install two or more AR System servers on this machine, install each server
into a separate folder.
To upgrade or overwrite an existing AR System server, install the new version
into the folder where the existing server is installed.
If you are upgrading an existing server, or installing another server on a
machine where at least one AR System server is installed, select the Full Text
Search Folder. Refer to Upgrading or Overwriting the Full Text Search Option
on page 27 for information.
21 Click Next to display the <database_name> Server Settings screen for your
database version.
Note: If any AR System processes are running, you will be prompted to shut
them down.
22 Enter your database server settings information.

For this Database
Enter this Information
Microsoft SQL Server
Enter the server where SQL Server resides. If you are

installing SQL Server 2000 with an instance, append the
server name with the instance as follows:
<servername>\<instance>.
Select the check box if the SQL server is on a remote
machine.
Enter the password for the system user.
Specify the type of Windows Authentication to use.
! If you will use both Windows and SQL Server
authentication, leave the check box cleared. If you use
both types of authentication, you must use the SQL
Server database login to access SQL Server, and the
Windows login to access AR System.
!
To use Windows authentication only, check the box

and enter a password and a domain for the database
user. With this option, you can use the Windows
login to access both the AR System and the SQL
Server database.
For Microsoft SQL Server 2000, ensure that you have

set the authentication to mixed in the Enterprise
Manager. Refer to step 2 on page 56 in the Worksheet
for Installing AR System on Windows with MS SQL
Server on page 55.
If you did not set the ARS_SECURE_CONNECT
environment variable to 1 (one) before you began the
installation, the installation might fail.
IBM DB2
Enter a password for the Windows user account for the

user who is installing the AR System server. This user
must have DB2 permissions.
Oracle
Select the check box if the Oracle server is on a remote

machine.
If the Oracle server is on a remote machine, enter the
connect string.
Enter the Oracle SID (consult your database
administrator for this value).
Enter the password for the system user; if this field is left
blank, the installer returns an error.
23 Click Next to display the Enter AR System Database Information screen.

24 Accept the defaults or enter a name for the database (tablespace for Oracle)
and define a user, if these options are enabled. You do not have to enter a
database name or user to upgrade.
25 Click Next.
!
If you are upgrading an existing AR System or overwriting an existing

AR System server, go to step 26.
For information, refer to Choosing the Upgrade or Overwrite Option on
page 26
If you are installing a new AR System server with a relational database, the
New AR System Database Settings screen appears, unless you are installing
with IBM DB2. Go to step 27 on page 87.
26 If you are installing with a relational database, choose one of the following
options in the Existing Database screen:

!
UpgradeThis option upgrades the existing AR System database and the

existing AR System form and field information contained in it. Structures
are updated to support the new server. You might want to back up your
data before upgrading.
OverwriteThis option deletes and replaces the existing AR System

database. New forms are imported into this database, and data is not
saved. If you will restore your AR System information after this
installation, back up your information by exporting AR System data and
definitions.
This screen appears if you are installing over an existing AR System server, or
if you uninstalled AR System before starting this installation. To preserve
data integrity, the AR System uninstallers do not remove database files.
27 Click Next to display the Choose AR System Server Startup Settings screen.
28 Choose a startup option and click Next to display the Summary screen.
29 Review the settings.
To make changes, click Back until you reach the target screen, then click Next
to return to the settings screen.
30 Click Next to begin the installation.
When all files have been copied and all forms have been imported, the Setup
Complete screen appears.
31 Click Finish to complete the installation.
If system files were updated, you will be prompted to restart the system. The
AR System server starts at the end of the installation.
At this point, you are asked if you want to install the AR System Email engine.
If you choose not to install the Email engine, continue with the
post-installation steps that follow. If you choose to install the Email engine,
read through the post-installation steps that follow, use the Email Engine
Guide to install the Email engine, then perform the post-installation steps.
Post-Installation Steps
If this is an upgrade or overwrite of an existing database, and the AR System
server uses FTS, then rebuild or move indexes, as applicable. Refer to
Upgrading or Overwriting the Full Text Search Option on page 27 for more
information.
If you installed centralized preferences forms, or will use the reporting or
message catalog forms, enable these forms.
Starting and Stopping the AR System Server Manually

You can choose to start the AR System server automatically or manually. You
can also stop the server manually.
Starting the AR System Server on Windows
For Windows NT
1 Access the Services screen.
a Choose Start > Settings > Control Panel.
b Double-click the Services icon.
2 Select the appropriate server.
!
The first or only AR System server installed on a machine is called

AR System Server.
Additional servers are listed as AR System <server name>.
3 Click Start.
For Windows 2000

b Double-click Administrative Tools.
c Double-click the Services icon.
!

AR System Server.
6 Choose Action > Start.
Stopping the AR System Server on Windows

This procedure describes how to stop the AR System server. However, you
can stop other AR System Services using the same procedure. To stop
multiple AR System Services, stop them in the following order:
a AR System server
b AR System Email engine
c AR System Portmapper
For Windows NT
b Double-click the Services icon.
!

AR System Server.
3 Click Stop.
Starting and Stopping the AR System Server Manually ! 89
For Windows 2000

b Double-click Administrative Tools.
c Double-click the Services icon.
!

AR System Server.
6 Choose Action > Stop.
Uninstalling an AR System Server

Follow this procedure to uninstall AR System.
The uninstall process does not remove the AR System database from your
system. This way, your data and structures remain intact, so that you can
choose to upgrade the AR System database if you reinstall the server.
If you uninstall an AR System server and install another server, the installer
detects the existing AR System database, and you are presented with the
screens for an upgrade or overwrite process, not a new installation process.
In other words, even if you uninstall an AR System server, when you run the
installer, you will receive the screen giving you the option to upgrade or
overwrite the AR System database, and the installation directory screen will
show an FTS directory.
Uninstalling an AR System Server

1 Choose Start > Settings > Control Panel.
2 Double-click the Add/Remove Programs icon.
The Add/Remove Programs Properties dialog box appears.

3 Select the AR System server from the list of installed software.
4 Click Add/Remove.
The Action Request System uninstallation dialog box appears.

5 Click OK.
The uninstallation process stops any AR System services that are running.
You might be prompted to remove shared files. It is generally safe to remove
shared files, because the registry tracks the applications that use files.
However, applications that do not use the registry may use a shared file, so if
you are not sure of the impact of removing a shared file, do not remove it.
If you do not remove shared files, some server files will remain on your
system. You can remove these files manually. Check the uninstall log for
information.
You are also prompted to remove folders and their contents. Remove these
items only if you are sure that you want to remove everything from the
specified folder.
Uninstalling an AR System Server ! 91
CHAPTER
Preparing to Install the AR System

Mid Tier
The Action Request System (AR System) mid tier enables user access
to AR System forms and applications through web browsers. The mid
tier resides on the web server machine. Typically, the mid tier is not
installed on the same machine as the AR System server, because the
mid tier is designed to communicate with multiple AR System servers.
Depending on your configuration, a single mid tier may suffice, or you
may install multiple mid tiers for additional scalability.
You can configure the AR System servers that the mid tier will
communicate with, along with other mid tier settings, in the
AR System Configuration Tool, which is included with the mid tier.
The mid tier requires advance configuration. This chapter describes
the requirements and provides checklists where you can check off
preparatory tasks and post-installation tasks as you complete them.
Preparing to Install the AR System Mid Tier ! 93
Configuring a Mid Tier Machine

The following components must be installed on the web server machine
before you install the mid tier:
!
A supported web server
Java 2 Software Developer's Kit (Java 2 SDK), version 1.3. or above

Java 2 SDK is available from http://java.sun.com
Crystal Web Component Server, if you will use Crystal Reports on the web
Crystal Web Component Server is available from
http://www.crystaldecisions.net and requires advance configuration.
In addition, at least one AR System 5.1 server must be installed on an

accessible machine. The server can be installed locally, but the mid tier is
typically installed on a separate machine with network access to AR System
servers.
Finally, you will need a supported web browser within your environment to
use and configure the mid tier after it is modified.
Installing the Java Server Pages Engine

The AR System mid tier requires a supported Java Server Pages (JSP) engine.
ServletExec 4.1.1 is bundled with the mid tier, and is installed with the mid
tier as part of the mid tier installation by default.
Throughout this documentation, instructions and procedures assume that
you will install the supported version of ServletExec that is bundled with the
mid tier. The out-of-process version of ServletExec, ServletExec AS 4.1.1, and
the in-process version for Solaris and iPlanet, are bundled with the mid tier
installers for HP-UX, AIX, Solaris, and Linux. The out-of-process version of
ServletExec needs to be started manually after you install the mid tier when
you install into the following configurations:
!
Apache web server on Solaris, HP-UX, AIX, and Linux
iPlanet web server on HP-UX and AIX
For these configurations, instructions for starting this version of ServletExec

manually are provided.
94 "Chapter 5Preparing to Install the AR System Mid Tier
Although this document assumes that you will install the ServletExec
bundled with the mid tier, if a compatible version of ServletExec is already
installed, you may choose to use your existing copy. However, if you do so,
you are responsible for the configuration. In addition, you must also verify
the permission and ownership of the ServletExec files, as the mid tier
installation does not delete existing ServletExec files.
On UNIX, if you have an earlier version of ServletExec installed, you will
need to remove or rename the existing directory before installing ServletExec
4.1.1. If you choose to install ServletExec 4.1.1 in the mid tier installation
script, you should remove or rename the existing ServletExec directory
before running the script.
To use a different JSP engine, you will need to install and enable that engine
before you install the mid tier.
Basic testing has been performed using several of the major JSP engines, but
full functionality cannot be guaranteed with a different JSP engine.
For more information on product compatibility, refer to the compatibility
matrix at: http://supportweb.remedy.com
Preparing AR System Servers for the Mid Tier

If you will use centralized preferences, localized error messages, or a Crystal
Reports reporting server, you may want to configure these AR System servers
before installing the mid tier. The mid tier installer prompts you to specify
these servers. If you specify them during the mid tier installation, you do not
need to set up these server connections in the AR System Configuration Tool
after installation. If you do not specify these servers during the mid tier
installation, you use the AR System Configuration tool to do so after
installation.
Preparing AR System Servers for the Mid Tier ! 95
Worksheet for Preparing to Install the AR System Mid Tier with All
Web Servers
To install the mid tier on any web server, you need installation, setup, and
configuration information, some of which is specific to each web server. This
section covers general information for all types of web servers. For
web-specific information, see the applicable worksheet in this chapter.
Prepare the system
1 Review the AR System 5.1 Release Notes on the Customer Support website:
2 Refer to the compatibility matrix to verify system requirements:
3 If a version of ServletExec earlier than 4.1.1 is installed, either uninstall that
version before installing the mid tier and ServletExec 4.1.1 or see the section
entitled Installing the Java Server Pages Engine on page 94.
1 Record the mid tier installation directory.
The location must have adequate disk space and RAM, and be accessible to
at least one AR System server locally or through a network. Clients must have
web access to this location.
If you are installing on the same machine as an AR System server, choose a
separate directory for the mid tier.
Mid tier installation directory:
______________________________________
The default directories are: UNIX: /usr/ar/mid tier
Windows: C:\Program Files\AR System\Mid-Tier
2 Optionally, identify at least one AR System 5.1 server for the mid tier to
connect to.
If you do not specify servers during installation, you can do so after the
installation.
AR System servers, with port and RPC numbers, if they have been assigned:
____________________________________________________________
____________________________________________________________
____________________________________________________________
3 Optionally, identify the preference server or servers to be used with the mid
tier.
If you do not specify preference servers during installation, you can do so
after the installation.
Preference servers must be AR System servers and must be entered in the list
of AR System servers.
If you identify two or more preference servers, separate each entry with a
comma but no space, for example: server1,server2,server3. . .
Preference servers, with port and RPC numbers, if they have been assigned:
___________________________________________________________
___________________________________________________________
4 Optionally, identify the catalog server.
The catalog server must be an AR System server and must be entered in the
list of AR System servers.
Catalog server, with port and RPC numbers, if they have been assigned:
___________________________________________________________
To change the mid tier configuration password, perform the following:

1 Start the AR System Configuration Tool:
http://<web_server>:<port>/arsys/apps/shared/config/config.jsp
2 In the login screen, enter the default password: arsystem
3 Click Change Password in the left panel.
4 Enter your new password.
After you complete the worksheets, continue with the installation of the
AR System mid tier:
!
For UNIX, refer to Chapter 6, Installing the AR System Mid Tier on UNIX.
For Windows, refer to Chapter 7, Installing the AR System Mid Tier on

Windows.
Preparing AR System Servers for the Mid Tier ! 97
Preparing to Install the AR System Mid Tier with iPlanet

If you will use an iPlanet web server, you must disable the iPlanet JSP engine
before you install the mid tier. Install the mid tier with the bundled version
of ServletExec after you disable the iPlanet JSP engine.
If you use the out-of-process version of ServletExec (ServletExec AS 4.1.1)
you will also need to change the port number when you install the iPlanet
web server. ServletExec AS 4.1.1 is bundled with the mid tier for HP-UX,
AIX, and Linux. This version is also available for Solaris and Windows.
Warning: You should stop the iPlanet web server before you make any
changes to the configuration. In addition, you should refresh the
Web Server Administration Server page after you make changes,
and if you are prompted to load configurations, do so. If you do
not follow these guidelines, your web server could become
corrupted.
To ensure that you prepare your system for the mid tier installation,
complete the worksheet for your platform, and perform the appropriate
pre-installation procedures as noted in the worksheet.
Worksheet for Installing the AR System Mid Tier on UNIX

with iPlanet
Use this worksheet if you are installing the AR System mid tier on UNIX with
iPlanet. Copy this worksheet and complete a separate worksheet for each mid
tier you plan to install. This worksheet assumes that you have already
installed at least one AR System server.
Prepare the system
1 Ensure that you have root permissions to the UNIX machine.
User name: root

Password: ___________________________________________________
2 Install the Java 2 JDK.
Java JDK installation directory: __________________________________
3 Complete this step only if you are installing the mid tier on Solaris 2.6.
For Solaris 2.6 only, install patch 105181-28 or later before you install
ServletExec 4.1.1 or the mid tier.
Obtain the patch from
http://sunsolve.sun.com/pub-cgi/show.pl?target=patches/patch-access.
Or consult your software vendor. Download sites might change.
4 Complete this step only if iPlanet is not yet installed.
Install the iPlanet web server, and choose the typical option.
Also, if you will use the out-of-process version of ServletExec (ServletExec AS
4.1.1), choose a port number other than 8888 for the Administrative server
when you install iPlanet. (ServletExec AS 4.1.1 is bundled with the mid tier
on HP-UX, AIX, and Linux, and you can choose to install it on other
platforms.)
ServletExec and iPlanet both use port 8888 by default, and this cannot be
changed during the ServletExec installation. Changing the port when you
install the web server prevents conflicts.
5 Complete this step only if you will use the out-of-process version of ServletExec
(ServletExec AS 4.1.1, which is bundled with the mid tier on HP-UX, AIX, and
Linux) and iPlanet is already installed.
Change either the iPlanet port number or the ServletExec port number. Both
iPlanet and ServletExec use port 8888 by default, so to avoid conflicts, at least
one of the port numbers must be changed.
To change the iPlanet port number, do the following:
a Stop the iPlanet admin server.
b Access the file:
iPlanet_install_dir>/https-adminserv/config/magnus.conf.
c Edit the line Port 8888 to assign another port (Port 8080, for example).
d Restart the iPlanet admin server.
e To change the ServletExec port number, install ServletExec with the mid
tier and perform step 12 on page 101 after installation.
6 Ensure that you have permissions information for the web server:
You need a user name, password, and Administration Server port number so
that you can access the iPlanet Administration Server. These parameters are
established when iPlanet is installed.
Preparing to Install the AR System Mid Tier with iPlanet ! 99
Ensure that the installer has write privileges to the Netscape configuration file
obj.conf; otherwise, the installer will not be able to configure iPlanet for the
reports and attachments features. Also, the ServletExec installer will not be
able to install the JSP engine as a plug-in.
For information on the obj.conf file, refer to the ServletExec User Guide,
installed with ServletExec (<ServletExec_install_dir>/Documentation by
default), or from the ServletExec web site at http://www.servletexec.com.
User name: __________________________________________________
Password: ___________________________________________________
Port number: _________________________________________________
7 Enter the installation directory for the web server:
Web server installation directory: __________________________________

8 Disable the iPlanet JSP engine.
Refer to Disabling the iPlanet JSP, Servlet Engine and Internal Java on
page 104 for instructions.
9 When you invoke the web server, include umask 077 in the web server start
sequence to minimize security exposure.

Web browsers may submit data that records user password information in
the web servers log file. This is a known security risk.
10 Install Java 2 SDK v1.3. or above.
Obtain Java 2 SDK for your platform from one of these web sites, or consult
your software vendor. Download sites might change.
!
Solaris and Linux http://java.sun.com
For the updated JDK version for HP-UX and AIX, you can also go to
http://java.sun.com/j2se and choose the link to the correct version and
platform ports.
11 Complete this step only if you are using IBM Java 2 SDK 1.3 with AIX.
Modify the IBM directory structure by creating the following symbolic links:
mkdir -p /usr/java/jre
ln -s /<ibm_sdk_install_dir>/jre/sh /usr/java/bin
ln -s /<ibm_sdk_install_dir>/lib /usr/java/lib
ln -s /<ibm_sdk_install_dir>/jre/lib /usr/java/jre/lib
If you do not run these commands before you install the mid tier, then
ServletExec will not create the scripts that start and stop the ServletExec JSP
engine, or update the web server configuration files. This step is unnecessary
if you are using Java 2 SDK 1.3.x with AIX.
12 Complete the installation worksheets for your web server and platform, but
do not complete the post-installation steps. Complete the post-installation

steps after the installation.
Perform the post-installation tasks
1 Complete this step only if you use ServletExec AS 4.1.1 and you installed both
ServletExec and iPlanet on port 8888, and you did not change the iPlanet port
number.
Change the ServletExec port number.
a Stop ServletExec.
b Change the port in the startServerExec, stopServerExec and web server
obj.conf files if the port number in these files is 8888.

c Restart ServletExec.
2 Refresh the iPlanet web server.
You need to refresh the web server after you install the mid tier so that
updates to the configuration file will take effect.
Refer to Refreshing the iPlanet Web Server on page 106 for instructions.
3 Complete this step only if you installed the mid tier and the version of ServletExec
that is bundled with it on HP-UX, AIX, or Linux.
Start ServletExec AS 4.1.1 manually.
Refer to Starting and Stopping ServletExec AS 4.1.1 Manually on page 111 for
instructions.
Worksheet for Installing the AR System Mid Tier on Windows with

iPlanet
Use this worksheet if you are installing the AR System mid tier on Windows
with iPlanet. Copy this worksheet and complete a separate worksheet for
each mid tier you plan to install. This worksheet assumes that you have
already installed at least one AR System server.
Prepare the system
1 Ensure that you have local Windows Administrator account privileges to the
web server box.

!
Windows 2000You must be able to change registry entries. Otherwise,

the AR System configuration tool that is installed with the mid tier will not
save changes.
Windows NTAdministrator privileges are required so that the installer

can install the mid tier as an NT service.
Windows Administrator ID and password:

____________________________________________________________
2 Ensure that you have the following permissions for the web server.
You need a user name, password, and Administration Server port number so
that you can access the iPlanet Administration Server. These parameters are
established when iPlanet is installed.
User name: ___________________________________________________
Password: ____________________________________________________
Port number: _________________________________________________
3 Complete this step only if iPlanet is not yet installed.
Install the iPlanet web server.

Do the following when you install iPlanet:
!
Choose the typical option.
If you will use the out-of-process version of ServletExec (ServletExec AS

4.1.1), choose a port number other than 8888 when you install iPlanet.
ServletExec and iPlanet both use port 8888 by default, and this cannot be
changed during the ServletExec installation. Changing the port when you
install the web server prevents conflicts.
4 Complete this step only if you will use the out-of-process version of ServletExec
(ServletExec AS 4.1.1) and iPlanet is already installed.

If iPlanet is already installed and you will use ServletExec AS 4.1.1, change
either the iPlanet port number or the ServletExec port number. Both iPlanet
and ServletExec use port 8888 by default, so to avoid conflicts, at least one of
the port numbers must be changed.
To change the iPlanet port number, do the following:
a Stop the iPlanet admin server.
b Access the file
<iPlanet_install_dir>/https-adminserv/config/magnus.conf.
c Edit the line Port 8888 to assign another port (Port 8080, for example).
d Restart the iPlanet admin server.
To change the ServletExec port number, install ServletExec with the mid tier
and perform step 1 on page 101 after installation.
5 Disable the iPlanet JSP engine.
Refer to Disabling the iPlanet JSP, Servlet Engine and Internal Java on
page 104 for instructions.
6 Install Java 2 SDK v1.3. or later.
Obtain Java 2 SDK from http://java.sun.com.

Or, consult your software vendor. Download sites might change.
7 Optionally, install Crystal Web Component Server.
Install this component if you will use Crystal Reports on the web. Crystal
Web Components Server is available from http://www.crystaldecisions.net.
Crystal Web Components Server can be installed remotely. If it is not
installed locally, you will need to share the mid tier installation directory with
the remote Crystal server, specifying the full path to this directory. Note this
directory path if you will access Crystal Web Component Server over a
network.
Crystal Reports Web Component Server path:
____________________________________________________________
Perform the post-installation tasks

1 Complete this step only if you use ServletExec AS 4.1.1 and you installed both
ServletExec and iPlanet on port 8888, and you did not change the iPlanet port
number as described in step 4 on page 103
2 Change the ServletExec port number.
a Stop ServletExec.
b Change the port number in the startServerExec, stopServerExec and web
server obj.conf files if the port number in these files is 8888.

c Restart ServletExec.
3 Refresh the iPlanet web server.
You need to refresh the web server after you install the mid tier so that
updates to the configuration file will take effect.
Refer to Refreshing the iPlanet Web Server on page 106 for instructions.
Disabling the iPlanet JSP, Servlet Engine and Internal Java

The following two procedures show you how to disable the iPlanet JSP and
deactivate the iPlanet servlet engine on UNIX and Windows, and disable
internal java. If you do not switch off these iPlanet features, the mid tier will
not work, because the mid tier uses the ServletExec JSP engine that is bundled
with the mid tier.
Warning: You should stop the iPlanet web server before you make any
changes to the configuration. In addition, after you make changes,
you should refresh the Web Server Administration Server page,
and if you are prompted to load configurations, do so. If you do
not follow these guidelines, your web server could become
corrupted.
Disabling the iPlanet JSP and Servlet Engine

1 If it is not installed, install iPlanet 4.1.1 using the typical option.
2 Access the iPlanet administration page.
a Open a web browser.
b Enter http://<host_name>:<port_number>.
For example: http://myserver.mydomain.com:8050.

The iPlanet Server Manager screen appears. Your server should be
listed in the Select a Server field.
3 If you have two or more web servers, choose the target web server in the
drop-down list.
4 Click Manage.
If you are prompted to load configurations, do so.

The Server On/Off screen appears.
5 If the server is on, click Server Off.
A message appears, stating that the server has been shut down.
6 Click OK to dismiss the message.
7 Click the Servlets tab.
The Enable Servlets screen appears.

8 Do the following:
a Set Activate the Servlet Engine to No.
b Verify that Enable JSP option in the Servlets tab is set to No.
9 Click OK.
The Save and Apply Changes screen appears.

10 Click the Save and Apply.
A confirmation message appears.

12 Close the browser.
13 Install the mid tier, following the procedure for your platform.
!
UNIXrefer to Chapter 6
Windowsrefer to Chapter 7
Disabling the iPlanet internal Java

1 Use your web browser to log in to the iPlanet 6 administrative server
interface.
2 Choose the Servers tab.
3 Click the Manage Servers Link.
4 Select the webserver instance that will have ServletExec installed and click
Manage.
5 Click the Java tab.
6 Uncheck Enable Java Globally.
7 Uncheck Enable Java for class.
8 Click Apply Link.
9 Click Apply Changes.
Refreshing the iPlanet Web Server

After you install the mid tier, you need to refresh the iPlanet web server to
incorporate updates made to the configuration file during the mid tier
installation.
Refreshing the iPlanet web server
1 Access the iPlanet administration page.
a Open a web browser.
b Enter http://<host_name>:<port_number>.
For example: http://myserver.mydomain.com:8050.

The Web Server Administration Server screen appears. Your server
should be listed in the Select a Server field.
2 If you have two or more web servers, choose the target web server in the
drop-down list.
3 Click Manage.
4 Click Apply in the upper right corner of the screen. The Apply Changes
screen appears.
5 Click the Load Configuration Files.
A message appears stating that the edits are loaded.

The Server On/Off screen appears.
7 Click Server On.

8 Click OK on the server start-up message.
9 Close the browser.
Preparing to Install the AR System Mid Tier with Apache

If you will use an Apache web server, complete the installation worksheet to
ensure that your system is set up correctly.
Worksheet for Installing the AR System Mid Tier on UNIX with

Apache
Use this worksheet if you are installing the AR System mid tier on UNIX with
Apache. Copy this worksheet and complete a separate worksheet for each
mid tier you plan to install. This worksheet assumes that you have already
Prepare the system
1 Install an ANSI C compiler and PERL software before you install ServletExec
4.1.1 and Apache. Install the Apache web server and enable the DSO option.
2 Install the Apache web server and enable the DSO option.
3 Complete this step only if you are installing the mid tier on Red Hat Linux 7.x
and you are using the Apache web server that is bundled with Red Hat Linux.
Edit the apache user ID.
The Apache web server bundled with Red Hat Linux 7.x runs with the user
ID apache. The shell for this account is set to
/bin/false so you cannot become superuser (su) to this ID.
To solve this, edit the password file:
Use the linuxconf user tool or vipw to access the password file. Delete the last
gecos field after the last colon (the /bin/false section).
4 Ensure that you have root permissions for the web server so that you can
write to files and all parent directories.

5 When you invoke the web server, include umask 077 in the web server start
sequence to minimize security exposure.

6 Web browsers may submit data that records user password information in
the web servers log file. This is a known security risk.
Preparing to Install the AR System Mid Tier with Apache ! 107
7 Install Java 2 SDK v1.3 or later.
Obtain Java 2 SDK for your platform from one of these web sites, or consult
your software vendor. Download sites might change.
For the updated JDK version for HP-UX and AIX, you can also go to
http://java.sun.com/j2se and choose the link to the correct version and
platform ports.
8 Complete this step only if you are using IBM Java 2 SDK 1.3 with AIX.
Modify the IBM directory structure by creating the following symbolic links.
mkdir -p /usr/java/jre
ln -s /<ibm_sdk_install_dir>/jre/sh /usr/java/bin
ln -s /<ibm_sdk_install_dir>/lib /usr/java/lib
ln -s /<ibm_sdk_install_dir>/jre/lib /usr/java/jre/lib
If you do not run these commands before you install the mid tier, then
ServletExec will not create the scripts that start and stop the ServletExec JSP
engine, or update the web server configuration files. This step is unnecessary
if you are using Java 2 SDK 1.3.x with AIX.
Perform the post-installation task
1 Complete this step only if you use ServletExec AS.
Perform the procedure in the section Completing the Post-Installation Task

for Apache Web Server on page 109.
This step is unnecessary if you chose to have ServletExec installed along with
the mid tier.
2 Complete this step only if you already installed the mid tier and the version of
ServletExec that is bundled with it on HP-UX, AIX, or Red Hat Linux.

Start ServletExec AS 4.1.1 manually.
Refer to Starting and Stopping ServletExec AS 4.1.1 Manually on page 111 for
instructions.
Completing the Post-Installation Task for Apache Web Server

When you install ServletExec separately, that is, if you do not choose to install
ServletExec as part of the mid tier installation, the ownership and group
name for ServletExec installation directories is root. To run correctly, the
group name for the StartServletExec script must be the same as those for the
mid tier and web server.
Changing Permissions in the ServletExec Directory
The binary download of Apache installs with root directory ownership. To
run a secure web site, the directory and file group permissions for the web
server, the runapache script, and the mid tier should all be set to the same
web group ID.
1 Change to the ServletExec installation directory:
# cd <ServletExec_install_dir>
2 Change the ownership of the ServletExec directory, all subdirectories, and
files to root by using the recursive option:
# chown -R root <ServletExec_install_dir>
3 Change the group name of the ServletExec directory, all subdirectories, and
files to root by using the recursive option:
# chgrp -R <Web_Server_Group> <ServletExec_install_dir>
For further information, refer to the ServletExec documentation, installed
with the product: <ServletExec_install_dir>/ServletExecAS/Documentation
Preparing to Install the Mid Tier with Microsoft Internet

Information Server
Use this worksheet if you are installing the AR System mid tier on Windows.
Copy this worksheet and complete a separate worksheet for each mid tier you
plan to install. This worksheet assumes that you have completed the
AR System server installation.
Preparing to Install the Mid Tier with Microsoft Internet Information Server ! 109
Worksheet for Installing the AR System Mid Tier on Windows

with IIS
Use this worksheet if you are installing the AR System mid tier on Windows
with IIS. Copy this worksheet and complete a separate worksheet for each
mid tier you plan to install. This worksheet assumes that you have already
Prepare the system
1 Ensure that you have local Windows Administrator account privileges to the
web server box.

!
Windows 2000You must be able to change registry entries. Otherwise,

the AR System configuration tool that is installed with the mid tier will not
save changes.
Windows NTAdministrator privileges are required so that the installer

can install the mid tier as an NT service.
Windows Administrator ID and password:

____________________________________________________________
2 Ensure that you have the following permissions for the web server.
Ensure that you have the correct logon information for the IIS administrator,
so that you can access the IIS administration page.
User name: __________________________________________________
Password: ___________________________________________________
Port number: _________________________________________________
3 If it is not installed, install the IIS web server.
4 Install Java 2 SDK v1.3 or later.
Obtain Java 2 SDK from http://java.sun.com.

Or, consult your software vendor. Download sites might change.
5 Optionally, install Crystal Web Component Server.
Install this component if you will use Crystal Reports on the web. Crystal
Web Components Server is available from http://www.crystaldecisions.net.
Crystal Web Components Server can be installed remotely. If it is not

installed locally, you will need to share the mid tier installation directory with
the remote Crystal server, specifying the full path to this directory. Note this
directory path if you will access Crystal Web Component Server over a
network.
Crystal Reports Web Component Server path:
____________________________________________________________
Starting and Stopping ServletExec AS 4.1.1 Manually

If you installed the mid tier and the version of ServletExec that is bundled
with it (ServletExec AS 4.1.1) in the following configurations, use this
procedure to start ServletExec manually after you install the mid tier:
!
Apache web server on Solaris, HP-UX, AIX, or Red Hat Linux
iPlanet web server on HP-UX or AIX
The procedure assumes that ServletExec AS 4.1.1 has been installed.

Note: If you choose to install the mid tier with ServletExec AS 4.1.1 in any
other configuration, manual configuration of the web server and JSP
engine is required. These configurations will not be supported.
Starting ServletExec AS 4.1.1 Manually

1 Navigate to the following directory:
cd <servletexec_41_as_install_dir>/
ServletExecAS/se-<hostname_instance>
2 Assume the UNIX web user ID.
su <webuserid>
The web user ID (UID) is generally nobody, except on HP-UX where nobody
may not be used.
For HP-UX, another UID must be created for the web user account (for
example, UID = web, GID = web).
3 Start ServletExec 4.1.1.
./StartServletExec &
This command starts ServletExec AS 4.1.1 in the background.
Starting and Stopping ServletExec AS 4.1.1 Manually ! 111
4 Issue the exit command to assume your previous user ID (root).

5 Verify that ServletExec AS 4.1.1 is licensed and functioning.
a Go to http://<host_name>:<port_number>/servlet/admin in your web
browser.
b Use the AR System Configuration Tool to perform a few basic operations,
such as submitting a request.

Stopping ServletExec AS 4.1.1 Manually
There are two ways to stop ServletExec AS 4.1.1 manually.
!
Issue the command ./StopServletExec in the directory
<ServletExec_install_dir>/ServletExecAS/se-<hostname_instance>
You can run this command while logged in as root. You do not need to
assume the web user ID.
!
Stop ServletExec AS 4.1.1 from the administrator page at

http://<host_name>:<port_number>/servlet/admin.
CHAPTER
Installing the AR System Mid Tier on

UNIX
The AR System mid tier requires advance configuration and certain
components. Before you install the mid tier, ensure that you have
completed the worksheets in the previous chapter for your platform
and web server.
The AR System mid tier installer performs the following tasks:
!
Creates the installation directory, if required
Places mid tier files and directories in the correct locations
Installs and registers ServletExec 4.1.1
Installing the AR System Mid Tier on UNIX ! 113
Installing an AR System Mid Tier on UNIX

The instructions in this chapter assume that you have reviewed the
information on preparing to install the mid tier in the previous chapter, and
that you have completed the installation worksheets.
Installing the Mid Tier from the Web

If you purchased software through the Electronic Software Distribution
(ESD) process, follow these steps to access the software.
Installing the Mid Tier on UNIX from the Web
% su Password: <password>
2 Copy the downloaded directory (midtier_unix) and its contents to the
location from which you will install AR System mid tier.

If you have downloaded AR System mid tier using the Sm@rtCert client onto
a platform where you will not install AR System mid tier, copy the
downloaded directory and its contents to the computer where you will install
AR System mid tier.
3 Change to the directory containing the copy of the downloaded files.
4 Change to the directory containing the install program:
# cd midtier_unix
5 Uncompress the file midtier_web.tar.gz, which contains the UNIX
installation files for AR System mid tier.

Use the gunzip utility to uncompress the file by entering the following
command:
# gunzip midtier_web.tar.gz
If you do not have the gunzip utility, you can download it from the gzip
home page: http://www.gzip.org.
6 Extract the installation program file by entering the following command:
# tar -xvf midtier_web.tar

The midtier_web.tar tar file contains the directory arsystem, which contains
the installation program (mt_install).
114 "Chapter 6Installing the AR System Mid Tier on UNIX
7 Note the current directory where the tar files were extracted. Enter the path
to that directory when prompted for the product directory name during
installation.
8 Change to the directory containing the installation program:
# cd arsystem
9 Perform the installation procedure in this chapter.
Running the AR System Mid Tier Installation Script

This procedure upgrades the AR System mid tier or installs it for the first
time.
The script writes a log file to /usr/tmp/mt_install.log.
Running the AR System Mid Tier Installation Script
1 Ensure that you have System Administrator privileges.
2 Ensure that a supported web server is installed and running on the machine.
If you are installing from the Action Request System 5.1 installation CD:
a Mount the CD either locally or remotely. For instructions, refer to
Appendix C, Mounting a CD-ROM on a UNIX System.

b Change to the directory containing the AR System installation script as
follows:
# cd <CD-ROM_mount_point>/arsystem
The default mount point is /cdrom.
Refer to Appendix C, Mounting a CD-ROM on a UNIX System for details
on how to mount the CD.
If you are installing software obtained through Electronic Software
Distribution (ESD), or changing the default installation directory, refer to
Installing the Mid Tier from the Web on page 114 for instructions.
4 Run the AR System mid tier installation script:
#./mt_install
Welcome to the Action Request System(r) 5.1 Mid Tier installation.
Running the AR System Mid Tier Installation Script ! 115
5 At the prompt:
Do you wish to install Action Request System 5.1 mid tier (Y or N)> [Y]
! Type n to stop the installation script.
! Press Enter to proceed with the installation.
The following message appears after you press Enter:
A record of the installation will be preserved in /usr/tmp/mt_install.log

The following information also appears:
!
AR System product and copyright information
Your UNIX version information
Space requirements for mid tier installation
6 At the prompt:
Have you completed the pre-installation tasks described in the Action

Request System Installation Guide? [Y]
You must install and configure certain components before you install the
mid tier. If you have not yet done so, refer to the installation worksheet for
your platform and web server in Chapter 5 for information. The mid tier will
not install or function correctly if you do not prepare your system.
Action Request System 5.1 mid tier will not install unless you have a
compatible JDK installed on your system. Refer to the Action Request
System 5.1 mid tier release notes for compatibility information.
7 At the prompt:
Have you installed a compatible version of JDK? If not, exit the installation
now and install JDK first. Continue? [Y]
Please select the web server you will be using with Action Request System
5.1 mid tier.
Type A or a for Apache web server
Type I or i for iPlanet 4.0 web server
Type J or j for iPlanet 6.0 web server
Type O or o for other web server
Type Q or q to CANCEL the install
8 At the prompt:
Enter your selection:
Enter the letter that designates your web server. A supported web server must
be installed to install the mid tier. If you have not installed a supported web
server, terminate the installation and install a web server.
9 At the prompt:
Please enter the web server install directory. (for example,
'<web_server_install_directory>'):
Enter the directory where the web server you selected in step 8 is installed.
The following message appears.
**********************************************************
Action Request System 5.1 mid tier requires a JSP Engine to function
correctly.
Do you have a JSP Engine installed?
*********************************************************
Please type Y or y if you have a JSP Engine installed
Type N or n if you do not have a JSP Engine installed
If ServletExec 4.1.1 is installed, the mid tier can use your installed copy of
ServletExec. If you have an earlier version of ServletExec, you should choose
to install ServletExec 4.1.1 and remove or rename the existing directory
before installing ServletExec 4.1.1. Earlier versions of ServletExec are not
compatible with the mid tier.
If ServletExec is not installed, you can choose to install it as part of this
installation.
10 At the prompt:

! Type n if you would like to install ServletExec 4.1.1.
You do not have a JSP Engine installed. Action Request System 5.1 mid
tier will not function without one.
Would you like to install ServletExec from NewAtlanta?
Type Y or y to install ServletExec from NewAtlanta
Type N or n to CANCEL the install

Go to step 11.
Type y if another JSP engine is installed and you want the mid tier to use it.
Please select the JSP engine you will be using with Action Request
System 5.1 mid tier.
Type S or s for New Atlanta ServletExec
If you choose this option, the product directory message appears. Go to
step 12.
Type O or o for another JSP engine

If you choose this option, the product directory message appears. Go to
step 12.
11 At the prompt:
! Type n or q to terminate the installer script.
! Type y to install ServletExec when the mid tier installer completes.
The product directory message appears as follows:
************************************************************
Please enter the product directory name.
This is the name of the CD mount directory, for example /cdrom
************************************************************
12 At the prompt:
Enter the product directory name: [/cdrom]

Enter the directory containing the mid tier files to be installed:
/<CD-ROM_mount_point>/cdrom
For ESD downloads, enter the directory of the installation program.
Refer to Installing the Mid Tier on UNIX from the Web on page 114 for further
information.
The script confirms the path for the install files:
Product_path = <product_directory_name>
Select the directory in which to install Action Request System 5.1 mid tier.
13 At the prompt:
Directory to install Action Request System 5.1 mid tier? [/usr/ar/mid-tier]
! Press Enter to accept the default installation directory.
! Enter an installation directory.
If an AR System server is installed on this machine, you should install the mid
tier into a separate directory. One mid tier can service multiple AR System
servers.
The following confirmation message appears:
Action Request System 5.1 mid tier will be installed in the <your value
here> directory.
14 At the prompt:
Is this OK? [y]

! Press Enter if the directory is correct.
! Type n to change the directory.
At this point, the list of extracted files appears. For information about where
the files are located, refer to Appendix A, Locating AR System Files. The
following lines are an example from the display:
Extracting files, please wait.
x ./images, 0 bytes, 0 tape blocks
x ./images/bkgdImage.gif, 16751 bytes, 33 tape blocks
x ./images/blackdot.gif, 35 bytes, 1 tape blocks
x ./images/diaryExpand.gif, 188 bytes, 1 tape blocks
...
If you chose to install ServletExec 4.1.1, the ServletExec welcome message
appears. If you did not choose to install ServletExec, go to step 28 on
page 124.
************************************************************
Install ServletExec JSP Engine on <platform>
************************************************************
Welcome to ServletExec . . .
Note: If the ServletExec installer fails, an error is displayed and the installer
quits to the mid tier installer. Messaging can pass by quickly, so inspect
the installation log file for information.
15 At the prompt:
Next>
Press Enter to continue.
16 At the prompt:
For a new installation, enter the full pathname to the base directory or
choose the default [/usr/local/NewAtlanta]>
! Press Enter to accept the default installation directory.
! Enter another directory.
The ServletExec license agreement appears.
17 At the prompt:
Do you accept these license conditions? [yes]>
! Press Enter to accept the license agreement.
! Type n to terminate the installation.
18 When the following ServletExec readme text appears, enter the number or
text from the list.
Select the web server type on which to install :
1. <installed web server 1>
2. <installed web server 2>
...
Enter number or text [1]>
If you are installing with iPlanet on Solaris, go to step 21 on page 122.
If you are installing with Apache or iPlanet on HP, AIX, or Linux, go to
step 19.
19 At the prompt:
Would you like to install:
1) a web server adaptor and an instance of ServletExec.
2) only a web server adaptor.
3) only an instance of ServletExec.
[1]>
Type 1 unless you are certain that you have an existing web adapter. Most
installations require the first choice.
If you are installing with Apache, go to step 20, otherwise go to step 21. If you
chose iPlanet at step 18, and iPlanet is not installed at /usr/netscape, you will
see a message that prompts you for the directory name of the Netscape web
server installation.
20 Enter the Apache installation directory at the prompt:
Enter the directory name of your Apache Server installation.

[/usr/local/apache]>
Go to step 23.
21 If you only have one Netscape web server, go to step 22.
At the prompt (iPlanet on Solaris):
Choose one of the following <web server> installations upon which to
install ServletExec, or enter the full pathname to the root directory for
some other installation:
1) /usr/netscape/server4
2) /usr/netscape/suitespot
Enter the number that corresponds to the installation to use.
The following confirmation appears:
Using <your_selection_here>
22 At the prompt:
Enter one of the following <web_server> servers in which to install
ServletExec:
1) https-admserv
2) httpd-myserver.mydomain.com
Enter the number that corresponds to the server to use. Do not choose the
administration server, which is typically the first choice, https-admserv.
23 This step only applies when you are installing ServletExec Application Server
(AS).
At the prompt (Apache, or iPlanet on HP or AIX):
Enter a unique name for this instance of ServletExec AS.
(To add other instances, run this installer again.)
[<hostname>]
Enter an instance name. The host name of the machine you are installing on
is chosen by default, but you can enter another name.
After you enter a name, you receive ServletExec installation confirmation
messages, or a message telling you which user Netscape chose.
24 At the prompt:
Enter the base directory name of your Java installation which will be
used for ServletExec operation.
(SUGGESTION: Use /usr/java as the java installation directory name or
a symbolic link to the java installation in order to make future changes
and upgrading easier.)
! Press Enter to accept the default directory.
! Enter another directory.
25 If you install on iPlanet Web Server, you see the following prompt:
Would you like the installer to update <web_server> server

configuration? (NOTE: the installer will keep backups of the original
files.) [yes]?>
Press Enter to update your <web_server> start file and your configuration
file automatically.
Type n only if you prefer to update these files manually after installation.
This is not recommended. Refer to the ServletExec documentation,
available in <ServletExec_install_dir>/Documentation for instructions.
Note: If you choose n here, the mid tier installer will still update the
configuration file for web server as a precaution, to ensure that the
mid tier runs smoothly.
The screen displays messages confirming that the <web_server>

configuration was successful and that the ServletExec 4.1.1 instance was
installed on your platform.
26 If you install Apache Web Server, you will see the following prompt:
Do you want to complete the configuration automatically (y or n) [y]?

Press Enter.
The screen displays messages confirming that the <web_server>
configuration was successful and that the ServletExec 4.1.1 instance was
installed on your platform.
If you do not choose to complete the configuration automatically, you will
need to configure Apache manually after you install the mid tier. Refer to
Verifying Virtual Options on page 127 for instructions. Go to step 28.
27 If you are installing iPlanet on Solaris, the following prompt appears:
Please enter the JAVA JDK installation directory:
28 If you are installing for the first time, go to step 29. If you are upgrading, the
following message appears:
A previous configuration was detected. Would you like to keep the

previous configuration. (Y or N)
!
Type Y to keep the previous configuration. If you select this option, you
will still be able to add servers and preference servers.
Type N to reconfigure. Go to step 29.
The following prompt appears:
AR Servers that are already present: <server_name>, <server_name>

Do you want to enter another AR Server: [n]
29 At the prompt:
Please Enter an AR Server(optional):
Enter the name of an AR System server to which the mid tier will connect. At
least one AR System server must be available to the mid tier for users to access
AR System. If you do not enter a server name here, you can enter servers in
the AR System Configuration Tool after installation.
If you plan to specify a preference server at the prompt in step 34 on
page 125, you must also enter that server name at this prompt.
If you entered an AR System server, go to the next step. If you did not enter
an AR System server, go to step 34 on page 125.
30 At the prompt:
Please Enter AR Server Port(optional):

Enter the port number for this server if a port number was assigned during
installation and press Enter. If a port number was not assigned, press Enter to
continue.
31 At the prompt:
Please Enter AR Server RPC Port(optional):
Enter the RPC port number for this server, accept the one that was assigned,
or press Enter to continue. (Skip this step if you registered the AR System
server with a portmapper. For more information, refer to Registering with a
Portmapper on page 31.)
32 At the prompt:
Do you want to enter another AR Server: [n]

! Press Enter if you are finished entering AR System servers.
! Type y to enter another AR System server.
Repeat step 29 through step 31 for each server you add. When you are
finished, type n at this prompt.
AR Servers are: <your entries here>
33 At the prompt:
Is this correct?: [y]

!
Type n to make corrections.
Press Enter if the servers are correct.
34 At the prompt:
Please Enter an AR Preference Server Name (optional):

!
If you have configured a preference server, enter the name of that server.
Preference servers must be AR System servers, and you also must enter the
preference server at the prompt in step 29 on page 124. Go to step 35.
Press Enter to continue without specifying a preference server.
You do not have to specify a preference server now. You can specify
preference servers after installation using the AR System Configuration Tool.
If you do not choose a preference server, the mid tier installation is complete.
Go to step 37.
35 At the prompt:
Do you want to enter another preference server? [n]

! Enter another preference server.
! Press Enter to continue without specifying another preference server.
Preference servers are: <your entries here>
36 At the prompt:
Is this correct? [y]

! Press Enter to continue
! Type n to make corrections. Return to step 34 on page 125.
Action Request System 5.1 mid tier installation complete.

37 If necessary, perform the appropriate post-installation tasks listed in the
installation worksheet for your platform and web server. Reboot your system
after you install AR System.
Verifying the Mid Tier Installation

If you encounter any problems with ServletExec, first ensure that the product
installed successfully. To do so, verify the registration.
Verifying the ServletExec Registration and Settings
1 Go to http://<web_server>/servlet/admin in a web browser.
Open your ServletExec Admin page.

2 Verify that a license key appears in the License Key field.
If no key appears, contact Customer Support.

3 Click classpath under Virtual Machine in the left panel.
4 Verify that the tools.jar file appears in the classpath list.
5 Click Manage (SE 4.1) under the Web Applications in the left panel.
6 Verify that the web application ARSYSTEM appears in the list.
Verifying Virtual Options

1 Choose Web Application > manage on the left panel.
2 Choose ARSYSTEM under the Configure column.
3 Fill in the following information:
!
Application Name: ARSYSTEM
URL Context Path: /arsys/
Location: <File system path for the mid tier install directory that you created
in step 13 on page 119.>
Note: To configure the mid tier, access the Configuration Tool at:
http://<host>/<contextpath>/apps/shared/config/config.jsp
where <host> is the name of the web server and <contextpath> is the
path representing the location of the mid tier (arsys by default). Use
arsystem as the default login password.
For information on mid tier settings, refer to Configuration Tool
online help at:
http://<host>/<contextpath>/apps/shared/doc/config/en/
!
Verifying the Mid Tier Installation ! 127
Uninstalling the Mid Tier on UNIX

The uninstallation procedure included here describes ServletExec only. If
you installed the mid tier with another JSP engine, refer to that products
documentation for information.
Uninstalling the Mid Tier
1 If you are using a copy of ServletExec that was installed separately from the
mid tier, stop the ServletExec process. You can stop ServletExec two ways:
!
Issue the command ./StopServletExec in the directory:
<ServletExec_install_dir>/ServletExecAS/se-<instance_name>
You can run this command while logged in as root. You do not need to
assume the web user ID.
!
Stop SerlvetExec AS 4.1.1 from the administrator page at:

http://<host_name>:<port_number>/servlet/admin
2 Stop the web server.

3 Uninstall ServletExec installer.
a Run the ServletExec installer.
b At the prompt for the installation directory, choose the existing
ServletExec directory.
You will be prompted to remove ServletExec or install a new instance.
c Choose the option to remove ServletExec.
4 Remove the mid tier directory.
Navigate to the parent directory of the mid tier installation directory and
issue the remove command:
rm -rf <mid_tier_install_dir>
Checking the Uninstall

To ensure that you remove all components:
!
For Solaris iPlanet, remove the following from the obj.conf file:
Init fn="load-modules" shlib="/data1/NA_iPlanet/ServletExecNSAPI/

bin/ServletExecNSAPI.so"
funcs="ServletExecInit,ServletExecFilter,ServletExecService"
Init fn="ServletExecInit"
Service method="(GET|HEAD|POST)" type="magnus-internal/nac" fn=
"ServletExecService"
If you are installing iPlanet, refer to the ServeletExec documentation to
remove the web server configuration file entries for ServeletExec.
Uninstalling the Mid Tier on UNIX ! 129
CHAPTER
Installing the AR System Mid Tier on

Windows
The AR System mid tier requires advance configuration and certain
components. Before you install the mid tier, ensure that you have
completed the worksheets for your platform and web server in the
previous chapter.
The AR System mid tier installer performs the following tasks:
!
Creates the installation directory, if required
Places mid tier files and directories in the correct locations
Installs and registers ServletExec 4.1.1, if you choose to install

ServletExec
Adds the following to the start of the %PATH% string: <Webtier Install
dir\Web-inf\lib>
Installs the required DLL and sets up the driver for Crystal Reports
Installing the AR System Mid Tier on Windows ! 131
Installing the AR System Mid Tier on Windows

The following procedure contains instructions for installing the mid tier with
either iPlanet or IIS.
You can cancel installation any time. However, information you entered will
not be saved.
Installing the AR System Mid Tier with the Installer
1 Ensure that a supported web server is installed and running on the machine.
!
From CD
If autorun is enabled, the CD browser opens. Click AR System Mid Tier.
If the CD browser does not start, open the mid tier installer, midtier.exe.
From ESD
If you downloaded the midtier.exe file to a location where you will not
install AR mid tier, copy the downloaded directory and its contents to the
machine where you will install it.
Run the midtier.exe file.
directory and the Setup program starts.
The Select Language screen appears.

3 Choose a language for this installation.
The Welcome screen appears.

4 Click Next.
The Choose Destination Folder screen appears.

If you are installing the mid tier on a machine with one or more AR System
servers installed, install the mid tier into its own directory. One mid tier can
service multiple AR System servers.
132 "Chapter 7Installing the AR System Mid Tier on Windows
5 Click Next to accept the default installation directory, or click Browse to
choose another directory and then click Next.

The Select Program Folder screen appears.
The installer creates program icons for the AR System Configuration Tool
and its online help in the start menu. The AR System Configuration Tool is
used to define mid tier settings. You can accept the default icon, or choose an
alternative.
6 Click Next to accept the default entry, choose a name from the list, or type
another name and click Next.

The Select Web Server screen appears.
The mid tier installer detects all supported web servers that are installed. The
web server and an Other selection are listed, and the supported web server
is selected.
7 Select the web server that the mid tier will use, and click Next.
The Select JSP Engine screen appears.

The list shows ServletExec 4.1.1, any other locally installed and supported JSP
engines, and an Other selection. ServletExec is selected.
If ServletExec 4.1.1 is installed, you can continue with the installation, and
the mid tier will use your installed copy of ServletExec. You should use
ServletExec 4.1.1 only because earlier versions do not support all mid tier
functions.
If ServletExec is not installed, the text (not installed) appears. You can
proceed with the mid tier installation, and ServletExec will be installed before
the mid tier is installed.
You can install and use ServletExec 4.1.1 even if other JSP engines are
installed. In that case, you must disable or uninstall the other JSP engine.
8 Select the JSP engine.
!
If a supported version of ServletExec is installed, proceed to the next step

to continue with the installation. The AR System mid tier will use your
installed copy of ServletExec.
If ServletExec is not installed, proceed to the next step to continue with the
installation.The ServletExec installer will run after the mid tier installer.

!
To use another installed JSP engine, select that engine in the list. You must
configure your JSP engine to communicate with the mid tier.
If you do not have a JSP engine installed, or your JSP engine does not
appear in the list, select Other. The mid tier will not be configured for a
JSP engine.
9 Click Next.
If you are not using iPlanet and did not choose ServletExec as the JSP engine,
go to step 10. If you are using iPlanet and chose ServletExec as the JSP engine,
you will receive this message:
Ensure that you have disabled the iPlanet JSP engine, according to the
procedure Disabling the iPlanet JSP, Servlet Engine and Internal Java on
page 104. Click OK to dismiss the message and continue.
10 The Server Properties screen appears. Configure the AR System servers that
the mid tier will connect to.

Use the Add, Modify, and Remove buttons to configure the list of servers.
Identify the servers by the host name, or the server name specified when the
AR System server was installed. If you are not using a portmapper, specify the
port numbers.
You can continue with the installation without entering servers in the list.
You can add, modify, and remove servers after installation using the
AR System Configuration Tool.
11 Click Next.
The Preferences Servers screen appears.

12 Configure specific types of servers that the mid tier will connect to.
!
If you have configured preference, catalog, or report servers, enter the

names of each server in the appropriate field. Servers entered here will
appear in the AR System Configuration Tool, and be available to the mid
tier. If you have not configured servers for these purposes, leave the fields
blank.
If you enter an AR System server here, that server must also be entered in
the previous screen, Server Properties.
!
If the local machine is not a preference, catalog, or report server, remove

the local machine name from the fields.
To identify multiple preference servers, enter the server names separated

by commas, but no spaces. For example: server1,server2,server3, and
others.
Enter only one catalog server, and one report server. The mid tier can only
access one of each of these types of servers.
13 Click Next.
The Summary screen appears.

14 Click Next.
If you did not choose to install ServletExec, go to step 19.

If you chose to install ServletExec, the following message appears.
15 Click Yes to start the ServletExec installer.

Note: If you click No, you are asked if you want to install the mid tier without
ServletExec. If you click No again, the mid tier installation terminates,
and a message listing the location of the installation log file appears. To
install the mid tier, you must start the installer again. The values you
entered up to this point will not be saved.
16 Click Next.
The ServletExec license agreement appears.

17 Click Yes to accept the agreement.
You cannot install ServletExec unless you accept the license agreement. If you
click No, installation terminates.
18 Click Next.
The Choose Destination Location screen appears.
19 Click Next to accept the default directory, or click Browse to select another
directory, and then click Next.

The installation begins.
20 Select only one web server for ServletExec to manage and click Next.
The ServletExec installation begins.

The following prompt appears if you are using iPlanet.
If you are using IIS, you will get a warning telling you to stop the IIS
Administrative server.
21 Click Yes or No to continue with the installation.
!
iPlanet only: Click Yes and the program will update the obj.conf file, back
up your original obj.conf file, and inform you of the location of the
Install.log file for information. The DOS Command Prompt may be
displayed briefly. Press Enter to continue.
An Information screen appears.
Click OK to continue the installation.
Click No to reach the Setup Complete screen.

If you choose No, you must set the configurations manually. For
instructions, refer to the ServletExec documentation, located in the
ServletExec installation directory,
<ServletExec_install_dir>/Documentation.
An Information screen appears.
Click OK to dismiss the information screen and continue with the
installation.
The InstallShield Wizard Complete screen appears.

22 Click Finish to install ServletExec and the mid tier.
A series of status messages appear, showing the mid tier installation progress.
The AR System mid tier Setup Complete screen appears.
23 Click Finish to complete the mid tier installation.
If you are using ServletExec, ServletExec creates a configuration file on restart

of the server, which the mid tier configuration requires.
If you do not reboot the system, the following prompt appears.
24 Click Yes to continue.
A status message appears while the web server service restarts.

Ensure that the web server is set to automatically restart when the system is
rebooted.
Note: To configure the mid tier, access the Configuration Tool at:
http://<host>:<port>/<contextpath>/apps/shared/config/config.jsp
where <host> is the name of the web server, <port> is the port number
for the server, and <contextpath> is the path representing the location
of the mid tier (arsys by default). Use arsystem as the default
Configuration Tool login password.
For information on mid tier settings, refer to Configuration Tool
online help at:
http://<host>/<contextpath>/apps/shared/doc/config/en/
Uninstalling the Mid Tier on Windows

This procedure contains instructions for uninstalling the mid tier with
ServletExec. If you used another JSP engine, refer to that products
documentation for information.
You will be prompted to choose whether to remove DLLs that the mid tier
uses. If you choose not to remove all DLLs, some mid tier files will remain on
the system. You can inspect the uninstall log file and remove files manually.
Applications are not uninstalled by the mid tier uninstallation program.
Uninstalling the Mid Tier
1 If you are using the out-of-process version of ServletExec or ServletExec AS,
stop ServletExec.
2 Stop the web server.
The Add/Remove Programs screen appears.

5 Select Action Request System 5.1 Mid Tier from the list of applications.
6 Click Add/Remove.
The Action Request System uninstallation screen appears.

7 Click OK to confirm your selection.
You may be prompted to remove shared files. It is generally safe to remove

If you do not remove shared files, some mid tier files will remain on your
system. You can remove these files manually. Check the uninstall log for
information.
If you reinstall the mid tier on the same machine, you will need to manually
remove the extra ServletExec application entry created by the mid tier
installer.
Verifying the Mid Tier Installation

If you encounter any problems with ServletExec, first ensure that the product
installed successfully. To do so, verify the registration.
Verifying the ServletExec Registration and Settings
1 Open your ServletExec Admin page. Windows only: Choose
Start > Programs > New Atlanta ServletExec 4.1 ISAPI >
ServletExec Admin (for IIS)
Start > Programs > New Atlanta ServletExec 4.1 NSAPI >
ServletExec Admin (for iPlanet)
Or
Go to http://<web_server>/servlet/admin in a web browser.
2 Verify that a license key appears in the License Key field.
If no key appears, contact Customer Support.

3 Click classpath under Virtual Machine in the left panel.
4 Verify that the tools.jar file appears in the class path list.
5 Click Manage (in version 4.1) under the Web Applications in the left panel.
6 Verify that the web application ARSYSTEM appears in the list.
Verifying Virtual Options

1 Choose Web Application > Manage on the left panel.
2 Choose ARSYSTEM under the Configure column.
3 Fill in the following information:
!
Application Name: ARSYSTEM
URL Context Path: /arsys/
Location: <File system path for the mid tier install directory that you
created in step 1>
Verifying the Mid Tier Installation ! 139
CHAPTER
Installing AR System Clients on

Windows
AR System includes several client tools designed for various types of
user and administrator access. Clients are available for Windows only,
and must be installed on the machines that users and administrators
use to access AR System. The three clients that can be installed
separately, AR System Administrator, AR System Windows User Tool,
and AR System Alert, are discussed in this chapter. This chapter
describes what you need to do to prepare target systems for
installation, and provides installation instructions for each client.
Installing AR System Clients on Windows ! 141
Preparing to Install AR System Clients

Before you install any clients, you should familiarize yourself with the
following topics:
!
User configuration directory.

Also known as the Home directory. Use a separate directory for local user
information.
Default Home directory.
Third-party components installer.

AR System Windows clients require third-party components to function
properly. Refer to Required Third-Party Components on page 143 for more
information.
User Configuration Directory

The user configuration directory stores coding and user-specific
configurations, such as preferences and saved searches. However, if you
choose the centralized preferences option, your user configurations are
stored in the centralized preferences directory.
When you upgrade, the installers prompt you to identify an existing user
configuration directory. When you install AR System clients for the first
time, the installers prompt you to create a user configuration directory in a
location that you specify.
To ensure that clients share the user configuration directory, specify the same
directory path when you install each client. After the installation, you can
create a separate directory for each user.
Default Home Directory

The default Home directory contains the settings for the default user that is
provided with the installation. The default user is Demo. There is no
password for this user. You are provided with a default user so that you can
immediately access AR System to verify the installation and create additional
user accounts.
142 "Chapter 8Installing AR System Clients on Windows
Required Third-Party Components

AR System Windows clients require certain third-party components for
functions such as viewing help files, communicating with network
applications and databases, and supporting the Windows Socket API
(Winsock).
AR System provides a third-party installer (Redist.exe)that is actually a
collection of individual executables that launch separate installers for each
component. Before you install any AR System clients on Windows 95,
Windows 98, or Windows NT, run this installer to verify existing
components and install what you need. Windows 2000 and Windows ME
machines generally do not require updating because the latest versions of
these components are included with the operating system.
If you attempt to install a AR System client on a machine which does not have
one or more of the required components, the missing components will be
listed, and you will be prompted to run the third-party installer. Only the
components required by your system will be installed, so the installation will
vary from machine to machine. In most cases, the third party components
are installed into the system directory or as System Registry entries.
Third-party components may be used by other software (unrelated to
AR System), so some components may be already installed. However, the
installed components might not be the required versions for AR System
clients. In cases where other software may depend on earlier versions of the
third-party components, back up those components before you run the
third-party installer. After you install the versions required by AR System,
test compatibility by performing tasks with the other software that require
the components.
Note: Most of the installers for the Microsoft third-party components are
also available as separate executables you can obtain from the
Microsoft website at www.microsoft.com. If you are a System
Administrator, you may want to have these components pre-installed
on the users machines, before having end-users run an AR System
client installer on their systems.
Preparing to Install AR System Clients ! 143
The components available in the Redist.exe installer are listed in the

following table. If your platform is listed in the right column, then the
Redist.exe installer will check your system. You will be prompted to install
only those components that are not detected on your system.
Executable
Component Platform and Function
50comupd.exe
Common
Tools
Windows 95, Windows 98, and Windows NT

This is the Windows Common Tools/
Microsoft Windows Update.
DCOM95.EXE
DCOM95
Windows 95 and Windows 98

Component Object Model (COM) provides
AR System clients with the underlying services
of interface negotiation, life cycle management
(determining when an object can be removed
from a system), and event services (putting
one object into service as the result of an event
that has happened to another object). COM is
necessary for the support of OLE Automation
in Active Links and is required to integrate
AR System client software with third-party
software that supports COM.
HHUPD.EXE
HTML Help
Installation
and Update
package

This component provides browsing help for
systems using the Microsoft HTML Help
standard interface.
MDAC_TYP.EXE Microsoft
Data Access
Component
ws2setup.EXE
Winsock 2

Microsoft Open Database Connectivity
(ODBC) is a standard application
programming interface (API) for accessing a
database. ODBC is required for the AR System
clients to communicate with ODBC clients of
the underlying database. ODBC clients include
Microsoft Access and Microsoft Excel. ODBC
enables creating and viewing of Crystal
Reports as well.
Windows 95 and Windows 98
Winsock is a support system to enable the
Sockets interface. Sockets is a method for
communicating between a client program and
a server program in a network. A socket is
defined as the endpoint in a connection.
AR System clients need Winsock to connect to
AR System servers.
Running the Third-Party Components Installer

!
CDInstall the AR System server using the CD Browser. Log in to

Windows as an administrator and insert the CD into the drive. The CD
browser opens automatically if autorun is enabled. If it is not, start
Redist.exe.
ESDCopy the downloaded directory and its contents to the location

from which you will install Action Request System.
If you downloaded Action Request System by using the Sm@rtCert client
onto a platform where you will not install Action Request System, copy the
downloaded directory and its contents to the computer where you will
install Action Request System. For example, if you used the Solaris
Sm@rtCert client to download the Action Request System for Windows,
copy the directory and its contents to your Windows machine.
From the download directory, run the file Redist.exe.
directory, the Setup program starts, and the Choose Setup Language
screen appears.
2 Choose a language and click OK.

3 Click Next.
The Third-Party Tools Installer information screen appears.

Review the text in this screen for information about the components that will
be installed, then click Next.
At this point, the installer scans your system, and if a required component is
not detected, you will be prompted to choose whether to install the
component. If you choose to install a particular component, the individual
Microsoft installer for that component starts. Table 8-1 on page 148 lists the
prompts that can appear. You will only receive prompts for components that
are not detected, so you may not receive every prompt.
The Microsoft Data Access Component (mdac_typ.exe) is not a single

component, but a collection of files that pertain to a dynamic link library
(DLL). Therefore, MDAC cannot be detected as a single component. The
Redist.exe installer scans for two dll files (odbc32.dll and odbcan32.exe) that
may indicate that the component is on the system. Therefore, you may be
prompted to install MDAC even if you have the most recent version installed.
To verify installed components, go to the next step where you obtain a log
showing detected files. If you are certain that you do not have the latest
version of MDAC, you can skip the next step and go to step 7 on page 150.
4 To verify existing versions of any installed components before you install new
versions, perform these steps:

a Click No at each component prompt. Component prompts start with this
text:
The AR System needs <component_executable_name> for
communication. . .
b At the Setup Complete screen, click Finish.
c Inspect the third-party component installer log for information about
detected components. Go to your Temp directory and open the file

rd_install.log.
Following is a sample rd_install.log file from a Windows NT system. The

<installer_screen_text> indicates the installer prompts which have been
removed:
This is a AR System installation log file for Third Party Tools.

Checking ODBC...
Found odbc32.dll at C:\WINNT\System32\
Found odbcad32.exe at C:\WINNT\System32\
<installer screen text>
Checking Comupd...
The version number for comctl32.dll is 5.80.2614.3600
<installer screen text>
Checking html help...
--First, check IE version...
--The current version number for Shdocvw.dll is 4.72.3110.3
Found
\CLSID\{adb880a6-d8ff-11cf-9377-00aa003b7a11}\InprocServer32, and
the value is C:\WINNT\System32\hhctrl.ocx
The current version number for hhctrl.ocx is 4.73.8561.0 and it is not up
to date.
5 Install necessary components

Table 8-1: Component Prompts
If the message starts with
Action
The AR System needs

mdac_typ.exe ...
This indicates that the required version of

Microsoft Data Access Component was not
detected. However, for this component, you
should verify whether MDAC is installed by
performing the previous step.
To preserve any existing versions that may be
installed, click No. You will need to test the
AR System client with the installed version.
To install the required version, click Yes.
If you click Yes, the Microsoft installer will
start. Install the component:
! At the Welcome screen, click Continue.
!
At the installation directory screen, click the

computer icon.
At the screen which states Microsoft Data

Access 2.1 Setup was completed
successfully, click OK.
The installer mdac_typ.exe terminates. If

another component was not detected, you are
prompted to install it.
Warning For Windows 95 machines that do
not have the Microsoft Data Access
Component (mdac_typ.exe) installed, you
must run the Redist.exe installer to install the
DCOM component first and then immediately
restart the computer before proceeding to
install the Microsoft Data Access Component
(mdac_typ.exe).
If the message starts with
Action
The AR System needs

50comupd.exe ...
This indicates that the required version of

Windows Common Tools/ Microsoft
Windows Update was not detected.
You can choose Yes or No.
If you choose No, you will need to test the
If you choose Yes, and the correct version of
the component exists, the installer will confirm
this.
If you click Yes and the component needs to be
updated, the Microsoft installer will start.
Install the component.
The installer is not interactive, so the next
message you receive will confirm that the
common tools have been installed.
! You will be prompted to restart your
machine.
To continue installing third-party
components, click No. You will be prompted
to install the next component that was not
detected.
If you click Yes, you will need to restart the
third-party installer.
The AR System needs hhupd.exe This indicates that the required versions of
...
HTML Help and Windows Common Tools/
Microsoft Windows Update were not detected.
You can choose either Yes or No.
If you click No, you will need to test the
If you choose Yes, and the correct version of
the component exists, the installer will confirm
this.
If you click Yes and the component needs to be
updated, the Microsoft installer will start.
The installer is not interactive, so the next
screen you see will confirm that HTML Help
1.31 update is complete.
Click OK.
DCOM98
(For Win 95 only)
win2setup
(For Win 95 only)
6 When all the installations are complete, the summary screen appears. Click
Finish. If you were prompted to restart your machine after any of the
installers, restart the machine now.
7 Continue with AR System client installations.
AR System Administrator is required to configure AR System servers, create
forms and workflow, and create user accounts. A separate tool, AR System
Import, is installed together with AR System Administrator. AR System
Import provides the capability to import data from a variety of sources into
AR System forms.
AR System Administrator can be installed on Windows server machines to
provide local administration. It can be installed on Windows client machines
with network access to Windows or UNIX AR System servers to provide
remote administration.
If you have elected to use centralized preferences, one of the AR System
servers entered should be a preference server.
For complete functionality, Microsoft Internet Explorer (IE) 5.5 or greater
must be installed on the client machine where you will install AR System
Administrator. If IE 5.5 or greater is not installed, some AR System
Administrator functions will not be enabled.

AR System Windows User Tool is used to submit new AR System requests,
search existing requests, and perform some administrative functions, such as
exporting data.
AR System Windows User Tool can be installed on Windows server
machines to provide local access. It can be installed on Windows client
machines with network access to Windows or UNIX AR System servers to
provide remote access.
Two optional components are available for AR System Windows User Tool.
The Crystal Reports option installs the Crystal Reports engine libraries that
enable users to print predefined Crystal reports. This is an alternative to the
AR System Windows User Tool reporting function. You must install this
option to use Crystal Reports for report generation. You do not need to
install this option if you will use the reporting capability only to export data.
The ODBC option installs the AR System ODBC driver, which offers
compatibility with a range of ODBC clients such as Microsoft Access and
Microsoft Excel. This option is required for Crystal Reports. If you choose to
install the Crystal Reports option, this option will also be installed.
AR System Alert
AR System Alert informs users when they have received alerts from an
AR System server. An alert contains information about AR System
transactions, such as ticket assignments or escalations.
AR System Alert can be installed separately, so users can install AR System
Alert even if they will not install AR System Windows User Tool. Alerts can
be viewed in AR System Windows User Tool and through a web browser, if
the mid tier is installed and the AR System administrator has enabled alerts
on the web.
AR System Alert will not process notifications from a version of the
AR System server earlier than 5.1. However, Remedy Notifier and AR System
Alert can be installed on the same machine, and will process notifications
from different versions of AR System servers.
If users will access alerts with AR System Windows User Tool, ensure that
AR System Windows User Tool is upgraded to version 5.1 before installing
AR System Alert.
For information on configuring a server to process alerts, refer to the
Configuring AR System guide after you install AR System Alert.
AR System Client Installation Worksheet

Use the following worksheet to ensure that you have prepared the client
machine and that you have all the information you will be prompted for by
the AR System client installer available. When you have completed the
worksheet, you can install AR System clients. For instructions, refer to the
following section.
Review the AR System 5.1 Release Notes on the Customer Support website at
Worksheet for Preparing to Install AR System Clients

Verify the operating system requirements in the compatibility matrix at
1 Choose one of the following options:
!
For AR System Administrator, ensure that Internet Explorer 5.5 or greater

is installed locally.
For AR System Alert, if you are upgrading a client machine that used
Remedy Notifier, and you will replace Remedy Notifier, upgrade
AR System Windows User Tool to version 5.1. Complete this step only if
users will access AR System Alert through the AR System Windows User
Tool client. If users will access AR System Alert through a web browser,
skip this step.
For AR System Windows User Tool, if you have not installed any other
AR System 5.1 clients, run the Third-Party Components installer
(Redist.exe) to ensure that your system has required components.
You need to run the Third-Party Components installer only one time on
a machine. If you have already installed other AR System clients, you may
have already run the Third-Party Components installer.
2 Record the AR System servers that AR System Alert will connect to, along
with the TCP and RPC port numbers, if you assigned them. (Skip this step if
you registered the AR System server with a portmapper. For more
information, refer to Registering with a Portmapper on page 31.)
_______________________________________________
_______________________________________________
_______________________________________________
_______________________________________________
3 Specify the default Home directory location.

______________________________________________
4 For AR System Windows User Tool, choose the optional components to
install.
__ Crystal Reports
__ ODBC
5 Install AR System Alert.
For instructions, refer to Installing an AR System Client.

Although not required to install the AR System client, at least one Action
Request System 5.1 server must be installed before you can use the installed
client. The AR System server can be installed locally or accessible through a
network. The AR System client installer prompts you to identify the
AR System servers that will be available. If you have elected to use centralized
preferences, one of the AR System servers entered should be a preference
server.
Installing an AR System Client

This procedure provides instructions for installing AR System
Administrator, AR System Windows User Tool, and AR System Alert. Steps
apply to each client unless otherwise noted.
Running the AR System Client Installers
1 Exit any AR System client tools that are running.
!
From CD
If autorun is enabled, the CD browser opens. Click AR System Clients.
If the CD browser does not start, open the appropriate client installer:
!
admin.exe (AR System Administrator)
user.exe (AR System Windows User Tool)
alert.exe (AR System Alert)
Installing an AR System Client ! 153

!
From ESD
If you downloaded AR System clients to a location where you will not
install AR System clients, copy the downloaded directory and its contents
to the machine where you will install the clients. For example, if you used
the Solaris Sm@rtCert client to download Action Request System for
Windows, copy the directory and its contents to your Windows machine.
From the download directory, run the appropriate client installer:
!
admin.exe (AR System Administrator)
user.exe (AR System Windows User Tool)
alert.exe (AR System Alert)
directory, and the Setup program starts.
At any time during setup, you may exit the installer. However, your settings
up to that point in the installer are not saved when you return.
For AR System Administrator
If you are alerted that Internet Explorer 5.5 or later is not installed, click OK.
You will need to install IE 5.5 after you install AR System Administrator.
The Welcome screen appears. Go to step 8 on page 155.
For AR System Windows User Tool and AR System Alert
The Choose Setup Language screen appears. The default language selection
is the locale language of the operating system. However, you can change the
selection.
3 Choose a language and click OK.

4 Click Next.
For AR System Administrator and For AR System Windows User Tool

The Select Components screen appears. Go to the next step.
For AR System Alert
The Select Action Request System Resource screen appears.
Go to step 7.
5 Select the optional components to install.
Both options are selected by default, but you can deselect them.
6 Click Next.
The Select Action Request System Resource screen appears.

7 Select the language or languages for this installation.
English is selected by default on English language systems.

On non-English language systems, English and the operating system
language of the local system, if available, are selected.
English cannot be deselected because English is required to submit requests
to Customer Support.
You can select multiple languages.
8 Click Next.
The Choose Destination Folders screen appears.

9 Select installation folders.
For information about the user configuration directory, refer to User

Configuration Directory on page 142.
10 Click Next when you are finished.
The AR System Server Locations screen appears.

11 Enter the AR System servers that the AR System client will connect to.
Use the Add, Edit, and Remove buttons to configure the list of servers.
Identify servers by the server name, which is either the host name or the name
entered during AR System server installation.
If you plan to use centralized preferences, one of the servers should be a
preference server. Refer to Centralized Preferences on page 28.
If any clients have been installed on this machine, the AR System servers
configured in the previous installation will be listed.
At least one AR System server must be available to use the AR System client.
After installation, you can add, modify, and remove servers when you log in
to the client.
12 Click Next when you have finished.
The Summary screen appears.

13 Review your selections.
To change settings, click Back until you reach the target screen.
14 Click Next to begin the installation.
When the installation is complete, the Setup Complete screen appears.
Installing an AR System Client ! 155
15 Click Finish to complete the installation.
If the Locked Files Found message appears, this indicates that a previous
installation of AR System Windows User Tool has been uninstalled. Some
items were not removed. Remove these files manually and continue the
installation.
For AR System Windows User Tool
Only AR System Windows User Tool provides the option to start AR System
Alert automatically. When you install AR System Windows User Tool, if you
leave the check box selected, the AR System Alert log-in screen appears after
you click Finish. If you deselect the check box, you will need to start
AR System Alert from the Start menu.
Uninstalling AR System Clients

Follow this procedure to uninstall AR System clients.
Uninstalling AR System Clients
The Add/Remove Programs Properties screen appears.

3 Select AR System Administrator 5.1, AR System Windows User Tool 5.1, or
AR System Alert 5.1 from the list of applications.

4 Click Add/Remove.
You will be prompted to confirm your selection.

5 Click Yes to continue.
The Remove Programs From Your Computer screen appears.

A series of prompts appear, asking whether you want to delete the directories
that contain the user configuration files (Home directories). You will be
prompted to delete the configuration files from each Home directory you
created, along with the default users files, located in the default directory:
C:\Program Files\AR System\Home
You will also be prompted to remove files from the installation directory.
Remove these items only if you are sure that you want to remove everything
from the specified folders. You should not remove the installation directory
until after all clients have been uninstalled.
6 Choose Yes or No as appropriate.
You may be prompted to remove shared files. It is generally safe to remove

If you do not remove shared files, some client files will remain on your
system.
7 When the uninstall is complete, choose OK to quit the uninstaller, or click
Details to view information about the files that were not removed.
You can remove these files manually. Check the uninstall log for
information.
Uninstalling AR System Clients ! 157
Licensing AR System
CHAPTER
This chapter describes licensing the AR System and Mid Tier software.
You can evaluate the Action Request System without purchasing or
activating any licenses. However, you are limited to a maximum of
2000 records per form.
Licensing AR System ! 159
AR System Licensing
AR System licensing grants the full and legal use of AR System and is
necessary for performing operations that change or update the database (for
example, updating requests or records). To run an unlimited AR System
server at your site, an AR System server license is required. There are
additional AR System server options, such as the Distributed Server Option
(DSO), that require a separate, additional license. There are three kinds of
licenses you can use to access the AR System server: read, fixed write, and
floating write. The base AR System product, once licensed with the
AR System server license, comes with three Fixed Write licenses and
unlimited Read licenses. You can purchase additional user Fixed Write
licenses and user Floating Write licenses by contacting your Remedy Product
sales representative or an authorized reseller.
A license key consists of an encrypted character string to initialize or enable
the use of AR System by users as specified in the license key. This key allows
you to enable functionality, allow users to access the AR System and
authorize the type of access for each user. Two key pieces of information in
your License Key are the Site Name and Host ID. The Site Name is a string
that is used to link all available licenses together. For this reason, each license
on each of your servers should use the same, case-sensitive site name. The
Host ID is a value that ties your license keys to your Server.
The number of users authorized to access the AR System installed on the
server and the type of access granted to such users (for example, fixed write
license or floating write license), and the site name and host ID (the server
network ID) are established by the license keys issued to you. You then use
this key to apply or add the licenses for AR System servers, server options,
and users.
Note: As some licenses are linked by site name, each license on each of your
servers should use the same, case-sensitive site name.
For more information on licensing and licensing types, refer to the

Concepts Guide.
160 "Chapter 9Licensing AR System
Obtaining License Keys

Use one of the following methods to obtain AR System license keys.
!
Go to the Customer Support product licensing web site.
Send an email to Customer Support at: support@remedy.com to receive

your license keys by return email. The section entitled Requesting License
Keys Online on page 161 explains the type of information you must supply
in your email.
Fax Customer Support at (925) 469-4001. Use the AR System License

Information Worksheet on page 167 to organize the required information.
Call Customer Support at (925) 469-4200 (U.S.A.) or your local support

center (see the Support website for local numbers), and supply the
required information (see Requesting License Keys Online for the required
information). Use the AR System License Information Worksheet on
page 167 to organize the required information.
Your Customer Support contact will send you the information you need to
activate your licenses.
Due to case sensitivity, note the information on the worksheet exactly as it
appears in the fields.
Requesting License Keys Online

To generate keys online, access the Customer Support web site.
Once you have gathered your information, you can use the following
procedure to obtain your license key:
Making a New License Request Online

1 At the Customer Support website http://supportweb.remedy.com, type your
single sign-on information from your web profile.
2 Select License Request.
3 Click I Agree next to Other License Agreement to accept the terms.
AR System Licensing ! 161
The License Agreement screen appears, as the following figure shows.
Figure 9-1: General License Screen
4 Type the required information in the fields.

!
Email address
Purchase order number
Site name and host ID

To obtain the site name and host ID:
!
In the AR System License window, choose Edit > Clear to clear any
values in the AR System License fields.
Select the AR System Server from the Product Feature field list.
AR System License displays your Site Name and Host ID.
The Product Feature you wish to license

You can view the available features in the Product Feature field list in
AR System License.
Quantity of licenses for each option or product
5 Click Submit.
Customer Support will send you an email with the license key information or
an email requesting additional required information. Use AR System License
to apply this information to the server that is running the AR System server.
Note: If you plan to install any AR System application that requires a license
key (for example, the Approval Server), you can obtain the license key
information for all your products at one time. You can then submit a
single license key request to take care of all your applications at once.
For application-specific licensing information, refer to the
appropriate Release Notes and Installation Guide for the application.
Once you have obtained your license keys, see Adding and Applying Licenses
on page 168 for information on applying your licenses.
Viewing AR System Licenses

Use AR System License to view license information. AR System License
installs automatically when you install AR System Administrator. You must
use a Windows AR System License tool for licensing and administering the
system.
Viewing License Information on Windows

Use the following procedure to view license information:
1 Choose Start > Programs > Action Request System > AR System License. The
Log On screen appears.

The following table describes each field of the logon screen.
Table 9-1: Logon Field Descriptions
Field
Description
User Name
Your user name (required).
Password
Your password (required).
Server Name
The name of the server you want to access (required).
Authentication
String
An identifying authentication string (optional).
TCP Port Number
The TCP Port number of the server you want to access

(required only if you use a firewall or if you installed multiple
servers on the same server).
If you do not provide a TCP port number, the License Tool
will connect to the default server that you registered with the
port mapper.
2 Click OK to display the Product License Tool screen.
Select a license in the list to view license details in the fields at the bottom of
the window. The following table describes the License Tool fields.
Field
Description
Product Feature
The product feature that is being licensed.
Type
The type of license, which varies depending on the contents

of the Product Feature field. For example, if the product
feature is the AR System server, the Type menu items include
Demo and Server.
Issue Date
The date on which the license is issued. Normally this is the

current date. If the license is being installed on a date after the
license key was generated, this field must be set to the date
that the license was created.
Note Use the dd-mm-yy format for the issue date, such as:
17-Sept-01.
Expire Date
The date on which the license will expire. If this field is

empty, there is no expiration date. For full demonstration
licenses, this field is normally set for 30 days after the issued
date.
Site Name
The site name, which is a case-sensitive variable and is

usually the TCP/IP domain name of the site. You should use
the same site name for all license keys assigned to the same
server.
Host ID
The unique, case-sensitive address of the primary network

adapter card in the server to be licensed.
Note: For Windows, AR System License uses SNMP to get
the MAC address for the Host ID field. If it is unable
to return a valid MAC Address, it will revert to
NetBIOS and attempt to obtain a valid MAC address.
To get a true host ID reading:
! Do an Edit Clear.
!
Select AR SERVER from the Product Feature menu.
This will auto populate a valid host ID for the server that you
are currently connected to. The AR System server will
recognize the key even if the MAC address is not the default
(Auto-Populated Hostid) if:
! You are applying an existing key.
!
The Host ID of the License Key is a valid MAC address

on this system.
The License key is valid.
Field
Description
License Key
The license key that validates the contents of the license.

There is only one encrypted key that is valid, given the
contents of the preceding fields. This key is provided by
Customer Support or your authorized reseller of AR System.
# of Licenses
The number of right-to-use licenses for this license. This field

contains an integer.
Depending on the licensing options you choose, you might
receive email information to enter information into the
unnamed field to the right of the # of Licenses field. Leave the
unnamed field blank unless you receive further information.
unnamed field
Used to when you apply for approval client licenses such as

Approval Server and AR System Migrator licenses.
Max Forms
The maximum number of forms allowed on the server with

this license. This field is enabled in the lower portion of the
window when you select AR System server in the Product
Feature field. If this field is left blank, there is no limit to the
number of forms that can be created. This is only used for
AR System server licenses.
AR System Server ID The ID number of the server. This field is enabled in the
lower portion of the window when you select the AR System
server in the Product Feature field. This is used for
AR System server and Flashboards licenses.
Multi-Server
The selection of this check box indicates whether a

Multi-Processing Server Option (MPSO) of AR System is
available with a server license. This check box becomes
activated in the lower portion of the window when you select
the AR System server in the Product Feature field. This is
only used for AR System server licenses.
AR System License Information Worksheet

Use this worksheet to record the case-sensitive information you need to
obtain licenses.
Technical Support
Generate a license key for an AR System product based on the following

information.
Contact Information
Name: ____________________________________________
Date: _____________________________________________
Company name: ___________________________________
Site ID: ___________________________________________
Purchase order number: ____________________________
Fax number: ______________________________________
Phone number:_____________________________________
Server Identification
Server host ID: ________________________
Site name: __________________________
Product Feature
License Type
Quantity
Distributed Server Option

AR System Approval Server
Flashboards
Mid Tier
Mid Tier Host IDs
AR System user fixed
AR System user floating
AR System user text fixed
AR System user text floating
Adding and Applying Licenses

Use AR System License to activate an AR System license that you have already
purchased. To run AR System License, you must have a Windows machine
that has the AR System Administrator installed and has network access to the
AR System server. You must log in with a username that is an AR System
Administrator.
Note: For Windows NT systems, the NETBIOS Interface Service must be
installed on the Windows NT server where the AR System server is
installed and running. This ensures the verification of the license key.
Applying the License Keys to Your Server

Repeat the steps in this procedure for each AR System product or option to
be licensed.
1 After you obtain the license keys, select the appropriate option from the
Product Feature list on AR System License.

2 Enter the remaining information exactly as specified (including
capitalization) in the appropriate fields.

All fields, including the appropriate license key for the Product Feature and
date, must match the information that Customer Service or your authorized
reseller provides.
3 Click Add License to activate the server license.
Transferring Server Licenses to Other Servers

Transferring an AR System server license from one server to another is
known as a purge process or migration. In this process, you change the
physical location of the AR System server by installing the AR System
software on the new server, then purging the old license of the previous server
before applying new license keys you obtain from Customer Support. To
perform a migration, do the following:
Transferring Server Licenses

1 Install AR System on the new server.
2 Open the Purge Agreement Form from the Customer Support web site at:
http://supportweb.remedy.com.
3 Add the following information to the online Purge Agreement Form:

!
License keys to transfer to the new server. Obtain this information from
the AR System License tool on the old server.

!
In the AR System License window, choose Edit Clear to clear any

4 Click OK to submit the information.
You will receive email confirmation from Customer Support.

5 Open the AR System License tool in the old server and select the server license
to be transferred.
6 Press Delete to remove the server license.
Mid Tier Licensing

This section contains information on licensing the AR System mid tier.
You are entitled to one mid tier license for each AR System server license,
with the option to purchase additional mid tier licenses. The mid tier will run
without a license, but will only process one transaction at a time (i.e., it will
only run one thread).
All AR System licenses are stored in (and validated against) an AR System
server. You add the mid tier license to one of the AR System servers to which
the mid tier connects. Once the mid tier is licensed on one AR System server,
this license is valid for any number of AR System servers to which the mid tier
connects. If you have multiple mid tiers installed on different machines, you
can license all of them on the same AR System server (or different AR System
servers, as you desire).
Each mid tier has a unique identifier which is displayed in the Configuration
Tool. You will use this identifier, along with your site name, the host ID of
the AR System server on which you will license each mid tier, and a license key
provided by Customer Support, to create a mid tier license.
Mid Tier Licensing ! 169
To license the mid tier, do the following:

!
Gather the information needed to request a license key from Customer

Support. Refer to Obtaining Preliminary Server and Mid Tier Information
on page 171.
Request a license key from Customer Support, as explained in Requesting

License Keys Online on page 161.
Add the license, according to the procedures in Adding and Applying

Mid Tier Licenses on page 174.
In the Configuration Tool, you may also specify which AR System server is
the license server, or the AR System server that the mid tier first checks for a
license. If your mid tier connects to multiple AR System servers, you may
want to specify a license server to improve efficiency during startup, and to
document the location of the license. For more information on the license
server and how to specify it, refer to Configuring the License Server on
page 176.
You can determine whether the mid tier is using a valid license, and which
AR System server it was licensed from, since the last web server startup. Refer
to the next section, Determining Current Mid Tier License Usage, next
Determining Current Mid Tier License Usage

To determine whether the mid tier is using a valid license, use the following
procedure.
Determining the Current Mid Tier License

1 Start the Configuration Tool for that mid tier.
Access the Configuration Tool from your browser. The default location is
http://<host>/arsys/apps/shared/config/config.jsp. The default password
is arsystem.
2 On the Overview page, in the Current Configuration Settings table, look for
the value for the License property.

If the mid tier is using a valid license, the License property will have a value
such as Validated on server - <server_name>.
Obtaining License Keys for the Mid Tier

You will need to know the site name and host ID for the AR System server on
which you will license each mid tier. You will also need the unique identifier
for each mid tier that you will license on that server. After you obtain this
information, you must request a license key from Customer Support.
Obtaining Preliminary Server and Mid Tier Information

Use AR System License to view the site name and host ID for the AR System
server. AR System License installs automatically when you install AR System
Administrator.
Use the Configuration Tool to view the identifier for the mid tier. A
Configuration Tool is installed with each mid tier.
Obtaining the Server Site Name and Host ID

Use the following procedure to obtain the server site name and host ID.
Remember, the mid tier must be connected to the server on which you locate
the license. Ensure that the server is listed in the ARServer Settings page of the
Configuration Tool for that mid tier.
1 Choose Start > Programs > Action Request System > AR System License.
The Logon screen appears.

2 Enter appropriate information into each field:
User Name
Your user name (required).
Password
Your password (optional).
Server Name
The name of the server you want to access (required).
Authentication
String
An identifying authentication string (optional).
TCP Port Number
The TCP Port number of the server you want to access

(required only if you use a firewall or if you installed
multiple servers on the same machine).
If you do not provide a TCP port number, the License Tool
will connect to the default server that you registered with the
port mapper.
3 Click OK to display the Product License Tool screen.

4 Select the server license for the server on which you want to license the mid
tier.
The site name and host ID are displayed in the Site Name and Host ID fields.
Obtaining the Mid Tier Identifier

1 Start the Configuration Tool for the mid tier you want to license.
is arsystem.
2 On the Overview page, in the Mid Tier System Information table, locate the
identifier.
The identifier is the value contained in the field called Host ID.
Repeat these steps for each mid tier that you will license on a particular
AR System server.
Requesting License Keys

Use one of the following methods to obtain an AR System mid tier license
key. Refer to step 4 on page 174 for the type of information you must supply.
Note: Due to case sensitivity, provide all information exactly as it appears in
the AR System License tool.
!
Request keys online.
Send an email to Customer Support at: http://supportweb.remedy.com to

receive your license keys by return email.
Fax Customer Support at (925) 469-4001.
Call Customer Support at (925) 469-4200.
Your Customer Support contact will send you the information you need to
activate your licenses.
Making a New License Request Online

Once you have gathered your information, you can use these steps to obtain
your license key:
1 At the Customer Support website http://supportweb.remedy.com, type your
single sign-on information from your web profile.

2 Select License Request.
The License Agreement screen appears.

3 Click I Agree next to For Mid-Tier License to display the Mid Tier License
Request screen, as the following figure shows.
Figure 9-2: Mid Tier License Screen
4 Type the required information in to the fields.

!
Support Contract Id
Purchase order number
Email address
Product Feature (choose AR Mid-Tier)

!
In the AR System License window, choose Edit Clear to clear any

Host ID - Mid Tier

Enter a mid tier identifier, as shown in the example below, and click Add.
Repeat this step for each mid tier to be licensed.
The field to the right displays the identifiers you entered in a string with
the following format:
ID=<identifier1>, <identifier2>
Enter the string of identifiers into the # of Licenses field in the AR System
License tool, as explained in Applying the License Keys to Your Server.
5 Click Submit.
Customer Support will send you an email with the license key information.
Use AR System License to apply this information to the server that is running
the AR System server.
Adding and Applying Mid Tier Licenses

Use AR System License to activate the AR System license that you purchased.
Use the Configuration Tool to specify the license server for each mid tier.
The last procedure in this section explains how to migrate a mid tier license
to a new server.
Note: For Windows NT systems, the NETBIOS Interface Service must be
installed on the Windows NT server where the AR System server is
installed and running. This ensures the verification of the license key.
Applying the License Key

1 Start AR System License, according to the procedure Obtaining the Server Site
Name and Host ID on page 171.

2 Select AR Mid-Tier from the Product Feature list.
3 Enter the following information exactly as specified (including
capitalization) in the appropriate fields.

Type
Server
License Key
The license key provided by Customer Support
Site Name
The site name for the server to which each mid tier license
applies
Host ID
The host ID for the server to which each mid tier license
applies
# of Licenses
In the left-hand field, enter the number of mid tier licenses,

such as 1 or 3.
In the right-hand field, enter ID= followed by the identifier
for each mid tier you are licensing, separated by commas.
For example, if you have one license, you would enter
ID=identifier. If you have two licenses, you would enter
ID=identifier1, identifier2.
Note: You must specify mid tier identifiers in the same

order in which you provided them to Customer
Support when you requested a license key.
Otherwise, the license will not be accepted.
4 Click Add License to activate the license.
5 Stop and restart the appropriate web server processes so that each mid tier
recognizes the newly applied license.
Configuring the License Server

If your mid tier connects to multiple AR System servers, you may want to
specify a license server. If a license server is not specified, the mid tier searches
all configured servers to locate a valid license. If a license server is specified,
the mid tier searches for a valid license on this server first. If no license is
found, the mid tier continues to search all other servers to which it is
connected. Use the Configuration Tool to configure the license server,
according to the following procedure.
1 Start the Configuration Tool.
is arsystem.
2 Go to the General Settings page.
3 Select a server from the License Server list.
4 Click Save Changes.
5 Stop and restart the appropriate web server processes so that each mid tier
recognizes the newly applied license.
Transferring a Mid Tier License to Another Server

Transferring an AR System server or mid tier license from one server to
another is known as a purge process or migration. In this process, you
change the physical location of the AR System server by installing the
AR System software on the new server, then purging the old license from the
previous server before applying the new license key you obtain from
Customer Support.
To perform a mid tier license migration, do the following:
1 Install the AR System mid tier on the new server.
2 At the Customer Support website: http://supportweb.remedy.com, type
your single sign-on information from your web profile.

3 Select License Purge/Exchange.
The License Agreement screen appears.

4 Next to the phrase For Mid-Tier License Purge, click the I Agree link to
accept the terms.
5 At the next screen, type the required information in the fields.

!
Support Contract Id under which the old license was issued.
Email address where the new license key can be sent.
License keys to transfer to the new server. Obtain this information from
the AR System License tool on the old server.
Site name and host ID for the new server that will contain the mid tier
license. Obtain this information from the AR System License tool on the
new server.
Identifiers for each mid tier. Obtain this information from each new
Configuration Tool on the new servers.
6 Click Submit.
You will receive email confirmation from Customer Support.

7 Open the AR System License tool in the old server and select the mid tier
license to be transferred.
8 Select Purge from the Tools menu to remove the mid tier license.
Locating AR System Files
APPENDIX
This appendix describes the files that AR System server, mid tier, and
client installers create and modify on the target system.
You cannot move AR System server files. You must reinstall
AR System if you want to move the server to a new machine. You can
preserve the environment by exporting data and structures and
importing them in the new location. Refer to Chapter 2, Choosing
Server Options and Preparing the Environment for information on
backing up an AR System environment.
If you do not specify other directories during the installations, files are
created in the default directories described in the following sections.
Locating AR System Files ! 179
AR System Server and Components

The default installation directories are as follows:
!
UNIX/usr/ar
Windowsc:\Program Files\AR System
In the AR System documentation, these directories are referred to as

<ar_install_dir>. In other words, if you accept the default installation
directory when you install the AR System server, the text <ar_install_dir> in
the documentation refers to c:\Program Files\AR System or /usr/ar. If you
choose another directory, then the text <ar_install_dir> in the document
refers to your installation directory.
AR System Mid Tier and Components

The default installation directories are as follows:
!
UNIX/usr/ar/mid-tier
Windowsc:\Program Files\AR System\Mid-Tier
In the AR System documentation, these directories are referred to as

<mt_install_dir>. In other words, if you accept the default installation
directory when you install the AR System server, the text <mt_install_dir> in
the documentation refers to c:\Program Files\AR System\Mid-Tier or
/usr/ar/mid-tier. If you choose another directory, then the text
<mt_install_dir> in the document refers to your installation directory.
AR System Clients and Components

The AR System clientsAR System Administrator, AR System Windows
User Tool, AR System Alert, and AR System Importare available for
Windows. AR System Import is installed together with AR System
Administrator. The default installation directories are as follows:
!
Executablesc:\Program Files\AR System
User configuration settingsc:\Program Files\AR System\Home
180 "Appendix ALocating AR System Files
In the AR System documentation, the text <ar_install_dir> refers to the

client installation directory. If you choose another directory, then the text
<ar_install_dir> in the document refers to your installation directory.
AR System client installers also create and modify a directory to contain a
users personal configuration information. This file is referred to in the
AR System documentation as <ar_home_dir>. For information on this
directory and its contents, refer to User Configuration Directory on page 142.
AR System Files on UNIX

The following tables show the locations of files that are installed into the
default directories on a UNIX system.
UNIX AR System Server File Locations

These files are created or modified when you install the AR System server on
UNIX.
File
Location
Executable files
<ar_install_dir>/bin
Configuration file
/etc/arsystem/<server_name>/armonitor.conf
/<ar_server_install_dir>/conf/ar.conf
<ar_install_dir>/conf/armaild.conf
AR System servers
<ar_install_dir>/conf/ar
/etc/init.d/arserver
/etc/init.d/arserver_<server_name>
License files
/etc/arsystem/multilicense
/<ar_server_install_dir>/<server_name>/arsystem.lic
Default log file
<ar_install_dir>/db/*.log
Install log file
/usr/tmp/ar_install.log
Error file
<ar_install_dir>/db/arerror.log
Lock files
<ar_install_dir>/db/*.lck
FTS indexes (default)
<ar_install_dir>/ftindex
AR System Files on UNIX ! 181
File
Location
API Package
<ar_install_dir>/api
Java doc files:
<ar_install_dir>/api/doc
Header files:
<ar_install_dir>/api/include/*.h
Library files:
<ar_install_dir>/api/lib/*.a
Source code examples:
<ar_install_dir>/api/src
Sample Application
<ar_install_dir>/sample_db
Catalog files
/usr/lib/locale/C/LC_MESSAGES
(Sun SPARC System and Linux)
/usr/lib/nls/C (HP 9000 Series 700/800)

/usr/lib/nls/msg/En_US (IBM RS/6000)
System Error Messages Help
<ar_install_dir>/help
UNIX AR System Mid Tier File Locations

These files are created or modified when you install the AR System mid tier
on UNIX.
File
Location
Executables
<mt_install_dir>
Installed applications
<mt_install_dir>/apps
JSP and HTML files, images,

Javascript, and configuration
<mt_install_dir>/shared
Web application, java class files, <mt_install_dir>/WEB-INF

libraries
Report form
<mt_install_dir>/reports
AR System Files on Windows

The following tables show the locations of files that are installed into the
default directories on a Windows system.
Windows AR System Server File Locations

These files are created or modified when you install the AR System server on
Windows.
Note: We recommend that you retain this file structure. Do not remove DLL
files from the arsystem/bin directory. If DLLs are not located in the
bin directory, the thread running a process that requires a missing
DLL will hang.
File
Location
Executable/DLL files
<ar_install_dir>
Configuration file
<ar_install_dir>\conf\ar.cfg
\<ar_install_dir>\conf\armonitor.cfgnew
License file
c:\Program Files\Common Files\AR System\

Licenses\<server_name>\arsystem.lic
c:\Program Files\Common Files\
AR System\Licences\
multilicensenew/<arserver_name>
c:\Program Files\Common Files\AR System\Licences
\<arserver_name>\arsystem.lic
Install log file
<drive>:\temp\<server_name>_ar_install_<timestamp>.log
Installation error log file
<drive>:<temp\arinstall.log
Thread log file
<ar_install_dir>\arserver\db\arthread.log
Default log files
<ar_install_dir>\arserver\db\*.log
Error files
<ar_install_dir>\arserver\db\arerror.log
FTS indexes (default)
<ar_install_dir>\arserver\ftindex
AR System Files on Windows ! 183
File
Location
API Package
<ar_install_dir>\arserver\api
Java doc files:
<ar_install_dir>\arserver\api\doc
Header files:
<ar_install_dir>\arserver\api\include\*.h
Library files:
<ar_install_dir>\arserver\api\lib*.dll
Source code:
<ar_install_dir>\arserver\api\driver
Sample files
<ar_install_dir>\arserver\samples
Email notification and

submission configuration
<ar_install_dir>\arserver\conf\armaild.cfg
Online AR System
documentation
docs folder on the CD or ESD location
System Error Messages Help
<ar_install_dir>\arserver\help
Windows AR System Mid Tier File Locations

These files are created or modified when you install the AR System mid tier
on Windows.
File
Location
Executables
<mt_install_dir>
Configuration file
<mt_install_dir>/Web-inf/classes/config.properties
Installed applications
<mt_install_dir>\apps
JSP and html files
<mt_install_dir>\shared
gif files
<mt_install_dir>\shared\images
Javascript
<mt_install_dir>\shared\javascript
File
Location
Configuration files
<mt_install_dir>\shared\config
ServletExec configuration files:
vmoptions.properties
application.properties
servers.properties
Web application
<mt_install_dir>\web-inf
Java class files
<mt_install_dir>\web-inf\classes
Shared libraries
<mt_install_dir>\web-inf\lib
Report form
<mt_install_dir>\reports
Windows AR System Client Files

These files are created or modified when you install AR System clients on
Windows. The user settings contained in the <ar_home_dir> are default
values until the user customizes these settings.
Category
Location
Executables
<ar_home_dir>\*.exe
Help information
<ar_home_dir>\resdlls\0009\*chm
User configuration
<ar_home_dir>\ar.ini
AR System servers
<ar_home_dir>\ar
Macros
<ar_home_dir>\arcmds\
<macro_name>.arq
User defaults
<ar_home_dir>\<form_name>.ard
User views
<ar_home_dir>\<form_name>.arv
Form definition cache
<ar_home_dir>\<form_name>.arf
Custom report design
<ar_home_dir>\arcmds\
<report_name>.arr
Note: If you use centralized preferences, the <ar_home_dir> files will be
stored on the server and not in the local directories.
AR System Files on Windows ! 185
Customizing UNIX Options
APPENDIX
This appendix describes ways you can customize your system when
installing AR System on UNIX.
Note: Make sure you have the most updated patches for Solaris and
that you have read the Release Notes before you install the
AR System and JDK.
Customizing UNIX Options ! 187
Command Options to Suppress Installation Forms

To suppress the installation of all installation forms, including the User and
Group forms, enter the following:
# ./ar_install -noschemas
Note: Use this option only when you intend to immediately load forms from
a previous installation of AR System.
Customizing the System Configuration

In some cases, you may want to move the files that are stored in system areas
to nonsystem areas. To accomplish this, you must use a set of environment
variables.
You can set these variables before you run the installation script. If set, they
are read and followed by the installation process. In addition, the variables
must be set before any of the AR System server executables are run
(arserverd, arservdsd, arservftd, and armonitor).
Note: The installation script does not place these variables in the startup file
for you if you request that the installation script create a startup file.
You must update the startup file yourself to add these variables.
During the installation, specify that the installation updates the
startup file. After the installation is complete, edit the startup file to
include the appropriate environment variables before the AR System
server is run.
The files that are stored in system areas include:
ar
ar.conf
ardb.conf
armaild.conf
/etc/arsystem/<server_name>/arsystem.lic
!
!
!
/etc/arsystem/<server_name>/.multilicense
The message catalog files are also put into system areas if you have access.
However, these files already have environment variables to allow you to
specify alternate locations. These files are not discussed here.
!
188 "Appendix BCustomizing UNIX Options
For information about customizing your system configuration by modifying

your ar and ar.conf files, refer to Configuring the AR System.
The following variables will allow you to install the system without placing
most files in system areas:
!
ARCONFIGDIR
AR_SYSTEM_LICENSE_DIR
You still must place the armonitor.conf and the .multilicense files in
/etc/arsystem/<server_name>.
ARCONFIGDIR
The environment variable ARCONFIGDIR indicates to the servers where the
ar and ar.conf files are located.
You can set this variable as follows:
!
Before installation, in which case all the ar and ar.conf files are created or
updated in the directory that the ARCONFIGDIR variable specifies.
Before running a client, in which case the ar file is read from the directory
that the ARCONFIGDIR variable specifies.
Before running the server, in which case files are read from the directory
that the ARCONFIGDIR variable specifies. However, if you specify the -i
option in the command line, the files are read from the directory that the
-i option specifies.
Note: The armonitor.conf file specifies the -i option. If you change the
ARCONFIGDIR, you must also edit the armonitor.conf file.
If the variable is not set, the files are read from the default directory:
<ar_install_dir>/conf
Customizing the System Configuration ! 189
AR_SYSTEM_LICENSE_DIR
The environment variable AR_SYSTEM_LICENSE_DIR indicates to all
AR System products where the arsystem.lic file exists. All licenses created for
the system are stored in this file.
If the variable is set before installation, a file named arsystem.lic is created in
the specified directory and set to the correct permissions. (If the variable is
not set, the default directory is /etc/arsystem/<server_name>.) When
running any server of AR System (or any AR System application), the
arsystem.lic file in the indicated directory is checked to see if there is a valid
license.
Language Options
If you use UNIX, you will need to set the LANG environment variable.
Specifying a Platform for Installation

Generally, the installation script dynamically determines the platform on
which you are installing AR System. However, you can set an environment
variable to force the installation to use a particular platform. The variable is
AROS. Set it as described below.
Platform
Value
HP 9000 Series 700/800
HP or HPUX
IBM RS/6000
IBM or AIX
Sun SPARC running Solaris
SOLARIS
Linux
LINUX
190 "Appendix BCustomizing UNIX Options
APPENDIX
Mounting a CD-ROM on a UNIX

System
You can run the UNIX AR System server and mid tier installation
scripts from either a locally attached CD-ROM drive or from a remote
drive. Remote and local systems can have different operating systems.
For example, you can install AR System on a Sun SPARC station
running Solaris from a remote CD-ROM mounted on an HP
workstation.
This appendix provides instructions for preparing a UNIX system to
run the install script from either a locally mounted or remotely
mounted CD-ROM.
Mounting a CD-ROM on a UNIX System ! 191
Mounting the CD-ROM

Follow these steps to mount the Action Request System 5.1 for UNIX
installation CD-ROM.
Mounting the CD-ROM
1 Log in as the root user:
% su
% Password: <root_user_password>
2 Insert the CD into the drive.
3 Create a CD-ROM mount point, if necessary.
# mkdir /cdrom
4 Mount the CD-ROM device on the mount point, and verify its contents with
the command for your operating system.
Platform
Command
Solaris
The volume manager automatically mounts the CD-ROM when it

is inserted into the drive. By default, the directory is
/cdrom/<arsystem_cd-rom_label>.
or
# cd <AR_System_5.1_CD-ROM_mount_point>/arsystem
HP-UX
# /etc/mount <device_name> /cdrom
AIX
# /usr/sbin/mount /cdrom
5 Continue with the appropriate procedure.

!
If the drive is mounted locally, install the AR System server.

Refer to Chapter 3, Installing the AR System Server on UNIX for
instructions.
If you are installing remotely, perform the following procedures to export

the CD-ROM from the host and mount it over the network.
192 "Appendix CMounting a CD-ROM on a UNIX System
Exporting the CD-ROM from a Remote Host

Perform these steps at the remote host to make the device accessible over the
network.
Exporting the CD-ROM from a Remote HP or AIX Host
1 Open the file /etc/exports in a text editor.
2 If the following entry does not exist, add the following line:
/cdrom -rom
This line enables the remote host to export the /cdrom mount point.
3 Export the directory from the remote host, using the appropriate command.
Platform
Command
HP-UX
# exportfs /cdrom
AIX
# /usr/sbin/exportfs /cdrom
4 Verify that this host is exporting the mount point:
# exportfs
The listing should include the /cdrom mount point.
5 Go to Mounting the Remote CD-ROM at Your Local Host on page 194.
Exporting the CD-ROM from a Remote Solaris Host

1 Start the NFS-related daemons:
# /usr/lib/nfs/nfsd 8
# /usr/lib/nfs/mountd
2 Share the mount point from the remote host:
# share -F nfs -o ro /cdrom/ars_5_0/
3 Verify that this host is exporting the mount point:
# share
The listing should include the /cdrom mount point.
4 Go to Mounting the Remote CD-ROM at Your Local Host on page 194.
Exporting the CD-ROM from a Remote Host ! 193
Mounting the Remote CD-ROM at Your Local Host

Perform these steps at your local host, where you will install the AR System
server.
Mounting the Remote CD-ROM at Your Local Host
1 Create a mount point if one does not already exist:
# mkdir /cdrom
2 Mount the remote directory.
Platform
Command
HP-UX or AIX
# mount -r <remote_host>:/cdrom /cdrom
Solaris
# mount -r <remote_host>:/cdrom/ars_5_0 /cdrom
Where <remote_host> is the machine with the CD-ROM drive, from where
you just exported the drive.
3 Install the AR System server. Refer to Chapter 3 for instructions.
194 "Appendix CMounting a CD-ROM on a UNIX System
Index
A
Apache web server, post installation tasks 109
applying license keys, mid tier 175
AR System
components, choosing configurations 14
installing from the web 66
licensing 160
licensing worksheet 167
server naming 160
site name 165
transferring server licenses 168
adding log in servers 155
preparing to install 150
AR System Alert
installing 153
using the Windows installer 153
AR System clients
AR System Alert, preparing to install 151
AR System Windows User Tool, preparing to
install 150
client installation 141
third-party components and 148
uninstalling 156
AR System License
accessing 164
applying license keys 168
AR System Server ID 166
AR System mid tier

installation requirements 15
AR System server
optional functionality 27
starting manually
UNIX 78
Windows 88
stopping manually
UNIX 79
Windows 89
AR System server, installing from the web 66
AR System User, preparing to install 150
AR_SYSTEM_LICENSE_DIR variable 190
ARCONFIGDIR variable 189
B
backing up the environment 24
C
CD-ROM
exporting from a remote host 193
exporting on UNIX 193
mounting on the local host 194
mounting on UNIX 192
centralized preferences 28
centralized report processing 30
checking uninstall on UNIX 129
Index ! 195
client files, location 185

client installation
AR System clients 141
preinstallation considerations 142
third-party components 148
client installation installers on Windows,
running 153
compatibility, databases 24
configuration
choosing 14
email access 20
extended 18
minimal 17
web 19
configurations, sample 16
configuring the license server, mid tier 176
Crystal Web, component server 94
current usage of mid tier licenses 170
custom programming 28
customizing, system configuration 188
D
database compatibility 24
database settings, new 25
databases
Microsoft SQL, preparing
version 7.0 56
Oracle, remote client installation 43
default Home directory 142
default installation directories 180
clients and components 180
mid tier and components 180
E
Electronic Software Distribution 10
email access 30
configuration 20
environment
AR_SYSTEM_LICENSE_DIR variable 190
ARCONFIGDIR variable 189
backing up 24
ESD 10
extended configuration 18
196 " Index
F
file locations, Windows NT 183
files, UNIX startup 188
full text search (FTS) option
overwriting 27
upgrading 27
H
HTML Help 144
I
installation
all platforms 38
AR System Administrator, preparation 150
AR System server
UNIX 64
with Windows installer 82
DB2 database 49
Informix database 57
Microsoft SQL server database 54
mid tier, preparation 93
non-root 64
restarting on UNIX 77
suppressing sample forms 188
Sybase database 59
system requirements 10
troubleshooting 10
worksheets, mid tier with web server 96
installation directories, default 180
installation platforms, specifying 190
installation script, running on UNIX 67
installing
mid tier, from the web 114
Oracle database 41
iPlanet JSP, disabling 104
iPlanet web server, refreshing 106
J
Java Server Pages engine, installing 94
K
keys, license
applying 168
obtaining 161
requesting online 161
L
LANG environment variable 190
language options 190
license keys
applying 168
obtaining 161
requesting online 161
licenses
adding and applying 168
viewing 164
licenses, types 160
licensing
host ID 165
overview 160
Purge Agreement Form 168
retrieving site name 165
transferring server licenses 168
viewing licenses 164
worksheet 167
localized messages 30
log in servers, adding in
AR System Administrator 155
M
messages, localized 30
Microsoft SQL server
version 7.0, preparing 56
worksheet, preparing 57
mid tier
configuration 94
configuring the license server 176
installation requirements 15
installing
Apache 107
iPlanet, preparation 98
Microsoft Internet Information
Server 109
UNIX, script for 115
web servers 96
Windows 132
installing from the web 114
obtaining license keys 171
preparing AR System servers for
installation 95
requesting license keys 172
uninstalling
UNIX 128
Windows 138
UNIX files, location 182
using the Windows installer 132
verifying installation
UNIX 127
Windows 139
mid tier identifier, obtaining 172
mid tier licenses, current usage 170
mid tier licensing 169
mid tier Windows files, locations 184
minimum configuration 17
N
non-root installation 64
number options for ports 30
Index ! 197
O
OBDC 144, 148
obtaining license keys, mid tier 171
obtaining the mid tier identifier 172
Oracle client, remote installations 43
Oracle system password, default 43
Oracle, installing Windows clients 46
overwrite option 25, 26
P
permissions, changing in ServletExec
directory 109
port numbers
assigning 32
in use 32
portmapper, registering 31
ports, number options 30
post-installation steps for server 76
preference servers 28
pre-installation steps 24
programming, custom 28
Purge Agreement Form 168
R
registering with a portmapper 31
Remedy License
host ID 165
retrieving site name 165
report processing, centralized 30
requesting license keys, mid tier 172
S
sample configurations 16
sample forms, suppressing installation 188
server installation
preparation 37
Windows 81
worksheets
UNIX AR System mid tier 98
UNIX AR System mid tier with
Apache 107
Windows AR System mid tier 102
Windows AR System mid tier
with IIS 110
Windows AR System server 51
198 " Index
server name, choosing 34

server, post-installation steps 76
server, uninstalling manually on Windows 90
servers, AR System
naming for licenses 160
transferring licenses 168
ServletExec AS 4.1.1, starting and stopping
manually 111
ServletExec directory, changing permissions 109
ServletExec registration, verifying 127
ServletExec, verifying registration and settings 139
settings, new database 25
Sm@rtCert client 83, 145, 154
specifying installation platforms 190
start commands, UNIX 78
startup file, UNIX 188
startup options, choosing 34
suppressing installation forms 188
system configuration, customizing 188
system requirements, installation 10
T
tablespace default
file name 44
file size 44
TCP port numbers, TCD 32
third-party components
clients, required 143
installer 145
troubleshooting the installation 10
types of licenses 160
U
uninstalling
AR System clients 156
server, manually on Windows 90
UNIX
environment variables 188
exporting a CD-ROM 193
mounting a CD-ROM 192
startup file 188
UNIX files, locations 181
UNIX start command 78
upgrade option 25, 26
user configuration directory 142
V
variables, UNIX environment 188
verifying the ServletExec registration 127
verifying the ServletExec registration and settings,
Windows 139
verifying virtual options 127
W
web configuration 19
web installation, AR System server 66
Windows files, locations 183
Winsock 144
worksheets
AR System mid tier installation
UNIX 98
UNIX with Apache 107
web servers 96
Windows 102
Windows with IIS 110
AR System server installation, Windows 51
client installation on Windows 152
database preparation, Microsoft SQL 57
installing
all platforms and databases 38
DB2 database
UNIX 51
Windows 51
Informix database, UNIX 58
Microsoft SQL server database,
Windows 55
Oracle database, UNIX 42
Oracle database, Windows 45
Sybase database, UNIX 60
installing Windows clients 152
licensing 167
Index ! 199
200 " Index

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Action Request System 5.

PART NO: AR-510-IG-01

Copyright 19912002 Peregrine Remedy, Inc. All rights reserved.

Planning an AR System Installation . . . . . . . . . . . . . . . . . . . 13

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

Action Request System 5.1

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

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

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

4 " Table of Contents

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

Worksheet for Installing the AR System Mid Tier on UNIX

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

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

Action Request System 5.1

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

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

6 " Table of Contents

Locating AR System Files . . . . . . . . . . . . . . . . . . . . . . . . 179

Customizing UNIX Options . . . . . . . . . . . . . . . . . . . . . . 187

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

Action Request System 5.1

8 " Table of Contents

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

the steps in this chapter.

Action Request System 5.1

Obtaining System Requirements and Software

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

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

AR System software is available by Electronic Software Distribution (ESD),

Troubleshooting the Installation

Action Request System Documents

AR System Concepts Guide

Overview of AR System architecture and Everyone

Basic procedures for creating and

Advanced procedures for extending and Administrators Print and

Server administration topics on

Administrators Print and

Database administration topics and rules Administrators Print and

AR System Distributed Server

Server administration and procedures for Administrators Print by

AR System C API Reference Guide Information about AR System data

AR System Java API

Information about Java classes, methods, Administrators HTML

Procedures for installing and licensing

Administrators Print and

Action Request System Documents ! 11

Action Request System 5.1

Title and Part Number

AR System Email Engine Guide

Procedures for installing, configuring,

AR System Error Messages Guide List and expanded descriptions of

AR System Master Index

Combined index of all books.

AR System Release Notes

New features list, compatibility lists,

AR System Windows User Tool

Procedures for using AR System

AR System Import Help

Procedures for using AR System Import. Administrators Help

AR System Administrator Help

Procedures for creating and modifying

AR System Alert Help

Procedures for using AR System Alert.