BMC Remedy Action Request System 7.6.04: BMC Remedy Mid Tier ...

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BMC Remedy Action Request System 7.6.04 About using Crystal reports with AR System 116 BMC Remedy Mid Tier Guide By installing the appropriate SAP BusinessObjects or SAP Crystal Reports components (not included with AR System), you can create or use Crystal reports based on AR System data and make them available to AR System users. To view Crystal reports designed for AR System on the Web, you must install one of the following products on a Windows computer: SAP BusinessObjects Enterprise (BOXI), for managed reports Crystal Reports Server, configured for unmanaged reports “Managed” reports are cached with their data by the BusinessObjects Central Management Server (CMS). This allows you to take advantage of BusinessObjects server functionality such as scheduling reports. “Unmanaged” reports are generated on demand (at run time) and are then discarded. For information about which versions of these products are supported with the current version of AR System, see the compatibility matrix at http://www.bmc.com/support. Architectural overview—the mid tier and Crystal reports To make Crystal reports available to AR System Web users, the mid tier uses the AR Web ReportViewer to communicate with the Central Management Server (CMS). The AR Web ReportViewer passes the report query, user credentials, and other report information to the CMS for processing. The CMS is the server component of BusinessObjects Enterprise and Crystal Reports Server. It listens for and executes report requests, using the AR System ODBC driver to retrieve the AR System data, publishes the report in the Crystal environment and renders it for display in the browser. The AR Web ReportViewer is a component of the mid tier. It can be installed together with the mid tier or as a separate component, but it must reside on the same computer as the CMS. Once the necessary components have been installed together and configured, any authorized AR System mid tier can direct requests for Crystal reports to the mid tier or AR Web ReportViewer on the Crystal reports server. You must use one of the following configurations: Install BMC Remedy Mid Tier on the same Windows computer as the CMS. In this case the AR Web ReportViewer is installed as part of the mid tier. Install the mid tier on a separate computer (any supported platform), and install only the AR Web ReportViewer on the same Windows computer as the CMS. BusinessObjects Enterprise or Crystal Reports Server and the AR Web ReportViewer must be installed on a Windows computer because the CMS uses the AR System ODBC Driver to contact the AR System server when retrieving report data.
Mid tier installation options for Crystal reports Mid tier installation options for Crystal reports IMPORTANT In the AR System installer, the AR Web ReportViewer is called the “AR Crystal Web Application.” The installer presents the AR Crystal Web Application option only when installing AR System on Windows, and only when the installer detects registry settings indicating that a supported version of BusinessObjects Enterprise or Crystal Reports Server is already installed. Figure 5-1: The AR Crystal Web Application installer selection installs the AR Web ReportViewer and AR System ODBC Driver You can select: Both Mid-Tier and AR Crystal Web Application—This installs the mid tier with the AR Web ReportViewer. AR Crystal Web Application only—This installs the AR Web ReportViewer only. Mid-Tier only—This installs the mid tier only. This selection is appropriate when you are installing the mid tier on a different computer from the CMS. When you select AR Crystal Web Application, the AR System ODBC Driver (arodbcVerNum.dll) is also installed as a system DSN (Data Source Name). This allows the CMS to retrieve AR System data for the report. NOTE When file names are mentioned in the documentation, the placeholder VerNum represents the version number of the release as it appears in the file name. In some cases, this includes a build number. For example, in release 7.6.04, the AR System ODBC driver is named arapi7604.dll or arapi7604_buildxxx.dll. Chapter 5 Using Crystal reports with AR System 117
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BMC Remedy Action Request System 7.
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Customer Support You can obtain tec
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Contents Preface 11 Audience . . .
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Deleting report definitions. . . .
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Appendix F Mid tier caching best pr
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Preface Audience IMPORTANT The comp
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Release Notes Information about new
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Chapter 1 Configuring the mid tier
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Configuring the external firewall C
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Accessing the Mid Tier Configuratio
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Table 1-1: Overview settings (Conti
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Table 1-2: General settings General
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Table 1-2: General settings (Contin
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Table 1-3: AR Server settings Figur
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1 In the Mid Tier Configuration Too
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Table 1-4: Cache settings (Continue
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Persistent Cache option Cache setti
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Cache settings How the prefetch pro
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Cache settings arsystem.ehcache.re
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Table 1-5: Maximum number of elemen
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User and group permissions for pref
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Table 1-6: Report settings Setting
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Connection settings Connection sett
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Connection Pool Status Table 1-9: C
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Logging Table 1-10: Log settings (S
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View logs Activate profiling Change
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Real Number field Decimal Number f
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Chapter 2 Customizing AR System sty
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Order of precedence Overview of CSS
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Table 2-1: Style sheets used in AR
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Figure 2-2: Associating a customize
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Figure 2-3: Customized style for bo
Page 65 and 66: Chapter 3 Working with applications
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Page 69 and 70: Header text Customizing views for f
Page 71 and 72: Table 3-1: Form Action fields (Shee
Page 73 and 74: Customizing views for forms in brow
Page 75 and 76: Figure 3-5: Application Properties
Page 77 and 78: URLs for forms and applications As
Page 79 and 80: Table 3-2: Supported parameters (Sh
Page 81 and 82: Figure 3-6: URL encoder utility 1 O
Page 83 and 84: URLs for forms and applications The
Page 85 and 86: URLs for forms and applications 6 C
Page 87 and 88: Using the Object List Using the Obj
Page 89 and 90: How a view is selected For the mid
Page 91 and 92: Including parameters in saved or de
Page 93 and 94: Form help text Field help text Figu
Page 95 and 96: Chapter 4 Configuring AR System for
Page 97 and 98: Figure 4-2: Designing a report Abou
Page 99 and 100: Managing reports with the Report fo
Page 101 and 102: Report form fields used by applicat
Page 103 and 104: Running a report by using an Open W
Page 105 and 106: Managing localized Crystal and Web
Page 107 and 108: Managing localized Crystal and Web
Page 109 and 110: Defining report types Defining repo
Page 111 and 112: Recommended entries Table 4-4: Run
Page 113 and 114: Setting limits on reports that user
Page 115: Chapter 5 Using Crystal reports wit
Page 119 and 120: Configuring BusinessObjects Enterpr
Page 121 and 122: Report definitions for Crystal repo
Page 123 and 124: ODBC driver configuration for Cryst
Page 125 and 126: Crystal Reports tips for the Web 8
Page 127 and 128: Appendix A For your end users: Tips
Page 129 and 130: Creating requests To restore the f
Page 131 and 132: Creating requests NOTE The rich-tex
Page 133 and 134: 3 Complete the following fields: 4
Page 135 and 136: How the Back button behaves How the
Page 137 and 138: Appendix B For your end users: Runn
Page 139 and 140: Finding a request by example Param
Page 141 and 142: Finding a request by example For ex
Page 143 and 144: 1 Click the Advanced Search button
Page 145 and 146: Table B-3: Keywords (Sheet 2 of 3)
Page 147 and 148: Values Using the advanced search ba
Page 149 and 150: Table B-4: Operators (Sheet 3 of 3)
Page 151 and 152: Saving searches To find all request
Page 153 and 154: Loading search criteria without exe
Page 155 and 156: Appendix C For your end users: Crea
Page 157 and 158: “Adding to or overriding a report
Page 159 and 160: Running reports Finding reports Run
Page 161 and 162: Running reports TIP Although you ca
Page 163 and 164: Exporting AR System reports Running
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3 Delete, disable, or enable report
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Figure C-4: Example list report bas
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Creating reports For example, a tub
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Creating reports Minimum—Shows t
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Using the advanced query builder Cr
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1 Select the report in the Report C
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Creating reports Entries that are s
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Creating reports You can use text,
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Export file formats for AR System r
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Appendix D For your end users: Usin
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Drilling down to information in fla
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Appendix E ITSM 7.0.00 applications
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Appendix F Mid tier caching best pr
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Use the following steps to disable
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3 Select the Pre-Load checkbox next
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Create, modify, or delete a form C
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Index A A B C D E F G H I J K L M N
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J A B C D E F G H I J K L M N O P Q
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A B C D E F G H I J K L M N O P Q R
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