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

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License key and password information If you have a question about your license key or password, contact Customer Support through one of the following methods: ■ E-mail customer_support@bmc.com. (In the Subject line, enter SupID:, such as SupID:12345.) ■ In the United States and Canada, call 800 537 1813. Outside the United States and Canada, contact your local support center for assistance. ■ Submit a new issue at http://www.bmc.com/support.
Contents Preface 11 Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 AR System documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Chapter 1 Configuring the mid tier 15 About the mid tier . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Configuring the BMC Remedy Mid Tier through a firewall. . . . . . . . . . . . . . . . . . . . . 16 Allocating enough memory for your application and the mid tier . . . . . . . . . . . . . . . 18 Accessing the Mid Tier Configuration Tool. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Using the Mid Tier Configuration Tool with a load balancer. . . . . . . . . . . . . . . . . 19 MIME types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Configuration settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 General settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 AR Server settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Cache settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Cache table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Sync cache option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Persistent Cache option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Cache configuration examples. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Prefetching specified forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 Report settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 Web service settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 Connection settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Settings to support load balancers between Mid-tier and Server group without sticky bit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 Connection Pool Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 Connection Pool Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Log settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 Mid-Tier Profiler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 View logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 Change password. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 HTTP tracing in the mid tier . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Setting user preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Chapter 2 Customizing AR System style sheets 55 Cascading style sheets in AR System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 Contents 5
Page 1 and 2: BMC Remedy Action Request System 7.
Page 3: Customer Support You can obtain tec
Page 7 and 8: Deleting report definitions. . . .
Page 9 and 10: Appendix F Mid tier caching best pr
Page 11 and 12: Preface Audience IMPORTANT The comp
Page 13 and 14: Release Notes Information about new
Page 15 and 16: Chapter 1 Configuring the mid tier
Page 17 and 18: Configuring the external firewall C
Page 19 and 20: Accessing the Mid Tier Configuratio
Page 21 and 22: Table 1-1: Overview settings (Conti
Page 23 and 24: Table 1-2: General settings General
Page 25 and 26: Table 1-2: General settings (Contin
Page 27 and 28: Table 1-3: AR Server settings Figur
Page 29 and 30: 1 In the Mid Tier Configuration Too
Page 31 and 32: Table 1-4: Cache settings (Continue
Page 33 and 34: Persistent Cache option Cache setti
Page 35 and 36: Cache settings How the prefetch pro
Page 37 and 38: Cache settings arsystem.ehcache.re
Page 39 and 40: Table 1-5: Maximum number of elemen
Page 41 and 42: User and group permissions for pref
Page 43 and 44: Table 1-6: Report settings Setting
Page 45 and 46: Connection settings Connection sett
Page 47 and 48: Connection Pool Status Table 1-9: C
Page 49 and 50: Logging Table 1-10: Log settings (S
Page 51 and 52: View logs Activate profiling Change
Page 53 and 54: Real Number field Decimal Number f
Page 55 and 56:
Chapter 2 Customizing AR System sty
Page 57 and 58:
Order of precedence Overview of CSS
Page 59 and 60:
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
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Chapter 3 Working with applications
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Click this arrow to hide the toolba
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Header text Customizing views for f
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Table 3-1: Form Action fields (Shee
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Customizing views for forms in brow
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Figure 3-5: Application Properties
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URLs for forms and applications As
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Table 3-2: Supported parameters (Sh
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Figure 3-6: URL encoder utility 1 O
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URLs for forms and applications The
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URLs for forms and applications 6 C
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Using the Object List Using the Obj
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How a view is selected For the mid
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Including parameters in saved or de
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Form help text Field help text Figu
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Chapter 4 Configuring AR System for
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Figure 4-2: Designing a report Abou
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Managing reports with the Report fo
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Report form fields used by applicat
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Running a report by using an Open W
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Managing localized Crystal and Web
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Managing localized Crystal and Web
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Defining report types Defining repo
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Recommended entries Table 4-4: Run
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Setting limits on reports that user
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Chapter 5 Using Crystal reports wit
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Mid tier installation options for C
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Configuring BusinessObjects Enterpr
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Report definitions for Crystal repo
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ODBC driver configuration for Cryst
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Crystal Reports tips for the Web 8
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Appendix A For your end users: Tips
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Creating requests To restore the f
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Creating requests NOTE The rich-tex
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3 Complete the following fields: 4
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How the Back button behaves How the
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Appendix B For your end users: Runn
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Finding a request by example Param
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Finding a request by example For ex
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1 Click the Advanced Search button
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Table B-3: Keywords (Sheet 2 of 3)
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Values Using the advanced search ba
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Table B-4: Operators (Sheet 3 of 3)
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Saving searches To find all request
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Loading search criteria without exe
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Appendix C For your end users: Crea
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“Adding to or overriding a report
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Running reports Finding reports Run
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Running reports TIP Although you ca
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Exporting AR System reports Running
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Restrictions on modifying queries a
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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
Page 185 and 186:
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
Page 206:
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BMC Remedy Action Request System 7.6.04: BMC Remedy Mid Tier ...

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