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Admin. Guide Vol. 2 - NC State Remedy Implementation

Admin. Guide Vol. 2 - NC State Remedy Implementation

Chapter 3, “AR System

Chapter 3, “AR System Servers,” describes the AR System servers and how toadminister these servers. This chapter includes information about theadministration and performance of the Multi-Processing Server Option for theAR System.Chapter 4, “Full Text Search,” discusses the capability, performance, andadministration of Full Text Search with the AR System.Chapter 5, “Electronic Mail Support,” describes how the AR System useselectronic mail (email) to enable users without direct access to the AR Systemserver to submit and search for AR System requests and receive notifications.It describes how to set up and use the electronic mail handler (armaild) sothat users can submit or search for AR System requests. This chapter alsodescribes how users can receive notifications by email.Chapter 6, “Dynamic Data Exchange,” explains how you can use DynamicData Exchange (DDE) to integrate the AR System with third-partyapplications.Chapter 7, “Using OLE to Enhance the AR System,” explains how you can useObject Linking and Embedding to enhance the capabilities of the AR System.This chapter describes how to communicate with third-party Windowsapplications such as OLE Automation Servers.Chapter 8, “Moving from Development to Production,” explains how to movethe AR System from a development environment to a production environment.Included are tips and guidelines for a smooth transition, methods for updatingthe production application, and tips for stabilizing the new application.Chapter 9, “Technical Essays,” is a compilation of essays concerning theAR System and the platforms on which it runs.Chapter 10, “Using the Remedy ODBC Driver,” describes how to use theRemedy ODBC (Open Database Connectivity) driver to integrate ODBCclients such as Seagate Crystal Reports. This driver provides a gateway toaccess data defined in Remedy forms.Appendix A, “AR System Configuration Files,” provides information about theAR System configuration files.Appendix B, “AR System Server Utilities,” provides information about theAR System server utilities.The Glossary lists and describes the terms with which you should be familiar.xvi Action Request System Administrator’s Guide, Volume 2

Related Remedy DocumentsRelated Remedy DocumentsThe Action Request System Installation Guide details installing and licensingthe AR System software. Installation guides are available for Windows 32-bitand UNIX platforms and are provided in both printed and online (PDF)formats.The Action Request System Quick Start Guide provides a general overview,establishes a foundation for use, documents interactive demonstrations, anddescribes implementing the AR System. This manual pertains to Windows32-bit platforms. It is provided in both printed and online formats.The Action Request System Concepts Guide defines the key componentsof the AR System and explains how they work together to address yourorganization’s needs. Read the Action Request System Concepts Guide beforeundertaking any of the procedures described in the Action Request SystemAdministrator’s Guide, Volume 1. This manual pertains to Windows 32-bit andUNIX platforms. It is provided in both printed and online formats.The Action Request System Administrator’s Guide, Volume 1: Using RemedyAdministrator describes how to use Remedy Administrator (the Administratortool) to set up the AR System and define its local operations. This manualfocuses on the Administrator tool’s control over forms and applications. It alsodescribes using workflow to create filters, escalations, active links, and guides.This manual pertains to Windows 32-bit platforms. It is provided in bothprinted and online formats.The Action Request System Administrator’s Guide, Volume 2: Performanceand Configuration (this manual) is an online manual that discusses advancedAR System administration topics such as performance issues, databaseservers, log files, full text searches, ODBC drivers, and advanced active links.This manual pertains to Windows 32-bit platforms for Remedy Administratorand includes information for both the Windows and UNIX versions of the ARSystem server. It is provided in online format only.The Action Request System Programmer’s Guide is a reference guide forprogramming with the AR System application programming interfaces (APIs),based on C, and its Object Linking and Embedding (OLE) Automationinterfaces, based on the Microsoft Component Object Model (COM). Thismanual pertains to Windows 32-bit and UNIX platforms. It is provided inonline format only.Prefacexvii

  • Page 2 and 3: © 1991-1998 by Remedy Corporation.
  • Page 4 and 5: AR System Components...............
  • Page 6 and 7: Using FTS..........................
  • Page 10 and 11: GlossaryIndexarservtcd (UNIX Only).
  • Page 12 and 13: Creating an OLE Automation Action L
  • Page 14 and 15: xiv Action Request System Administr
  • Page 18 and 19: The Action Request System Error Mes
  • Page 22 and 23: Gathering Performance InformationIf
  • Page 24 and 25: Using AR System Log Files to Gather
  • Page 26 and 27: Avoid Macros in Run Process Actions
  • Page 28 and 29: ■■■■Notification serverArch
  • Page 30 and 31: With a shared cache, AR System serv
  • Page 32 and 33: For example, if you run an administ
  • Page 34 and 35: ■For searches that reference inde
  • Page 36 and 37: To improve active link performance,
  • Page 38 and 39: Consider indexing the Status field
  • Page 40 and 41: To extend the SQL statement when fo
  • Page 42 and 43: Example ardb Configuration FilesThe
  • Page 44 and 45: 1-24 Action Request System Administ
  • Page 46 and 47: Installation LogsThe AR System gene
  • Page 48 and 49: Whenever a mode is activated or the
  • Page 50 and 51: ORA-00001: unique constraint (ARADM
  • Page 52 and 53: This log enables you to see who is
  • Page 54 and 55: Escalation LogThe escalation log tr
  • Page 56 and 57: Thread Log (Windows NT)The thread l
  • Page 58 and 59: Pending type -- 1 Source Schema --
  • Page 60 and 61: 2-16 Action Request System Administ
  • Page 62 and 63: How the arservtcd Process Administe
  • Page 64 and 65: A warning message appears. Stopping
  • Page 66 and 67:

    ■■■Installation log—A file

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    The following are additional resour

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    ■Gains—It provides a distinct a

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    Remedy User operations that use lis

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    4. If you must run your server on a

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    If you specify a value for Server-N

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    ■■If you activated the escalati

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    Client tools and AR System servers

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    Firewall 1 Firewall 2Notificationse

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    vServerThreads/ProcessesTCD ServerF

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    ➤Configuring Windows Clients for

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    ■If you want the notification ser

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    • To set ARTCPPORT:#include main(

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    On Windows NT, ntservd.exe handles

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    Notification Delivery from AR Syste

  • Page 96 and 97:

    In the following sample nfy configu

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    What Is Full Text Search?Full Text

  • Page 100 and 101:

    Using the Ignore Words ListYou can

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    The FTS engine uses the final searc

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    See “FTS Issues When Performing S

  • Page 106 and 107:

    ■■■someone turns aroundsomeon

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    How QBE Settings Affect FTSEnter a

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    For example, you could perform a se

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    When you are performing a full text

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    Figure 4-1User Form3. Select the Fu

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    3. Select from the following option

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    Configuring FTS OptionsIn both accr

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    Table 4-2 Effects of FTS Search Opt

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    ■■turningturnaboutModifying the

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    If you install the AR System server

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    The FTS index for a field is automa

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    Figure 4-7Results List Fields Tab3.

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    4-34 Action Request System Administ

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    Using Electronic Mail to Submit Req

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    Setting Up the Mail HandlerThere ar

  • Page 137 and 138:

    Setting Up the Mail HandlerTable 5-

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    Starting the Mail HandlerStarting t

  • Page 141 and 142:

    Using Mail TemplatesGenerating Mail

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    Using Mail TemplatesThe AR-Message-

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    Additional Configuration File Optio

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    Preparing the Electronic Mail Templ

  • Page 149 and 150:

    Preparing the Electronic Mail Templ

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    Using Electronic Mail for Notificat

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    Email Notifications For UNIX Server

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    Setting Up a Windows NT Account3. C

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    Additional Troubleshooting TipsAddi

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    Chapter 6Dynamic Data ExchangeThis

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    DDE Time-Out SettingsDDE Time-Out S

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    Example Program and BufferThe name

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    Example Program and Buffer// Get th

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    Example Program and Buffer; // give

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    Microsoft Excel ExampleThe key word

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    Microsoft Excel ExampleFigure 6-2Sa

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    Microsoft Excel ExampleFigure 6-4Sa

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    Microsoft Word ExampleThere are fou

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    Microsoft Word ExampleIn the sample

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    Microsoft Word ExampleFigure 6-10Sa

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    DDE and Reports2. Using a text edit

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    DDE and ReportsThe following exampl

  • Page 187 and 188:

    Combining Other Application’s Fea

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    6. Name the form OLE-Testform and s

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    1. Select OLE Automation from the N

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    ➤ Creating an OLE Automation Acti

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    11. Click Add Action and save the a

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    1. Select the last OLE Automation i

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    1. Select the last OLE Automation i

  • Page 202 and 203:

    Ensure that you distribute the loca

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    Linking to an ActiveX ControlCreati

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    7-22 Action Request System Administ

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    OverviewA production application is

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    Changing Menu ListsChanging Menu Li

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    Manual Changes4. Delete the product

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    Chapter 9Technical EssaysThe techni

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    Access Control ProcessTo support ce

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    Overview4. Ensure that the Server I

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    OverviewOverviewTo migrate your AR

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    Overview4. Select all filters, acti

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    Overview➤3. If desired, format th

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    The MacroDetermine the field or fie

  • Page 229 and 230:

    Changing the Next Available ID for

  • Page 231 and 232:

    SQL DatabasesINFORMIX Database Exam

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    Flat-File Databases2. In that file,

  • Page 235 and 236:

    The Request ID Field➤Changing the

  • Page 237 and 238:

    Changing Existing Request ID Field

  • Page 239 and 240:

    Changing Existing Request ID Field

  • Page 241 and 242:

    Changing Existing Request ID Field

  • Page 243 and 244:

    Changing Existing Request ID Field

  • Page 245 and 246:

    Chapter 10Using the Remedy ODBC Dri

  • Page 247 and 248:

    Using Crystal Reports with the AR S

  • Page 249 and 250:

    Selecting Report Fields in Crystal

  • Page 251 and 252:

    Understanding Considerations for Jo

  • Page 253 and 254:

    Appendix AAR System Configuration F

  • Page 255 and 256:

    ar.conf (ar.cfg)ar.conf (ar.cfg)Des

  • Page 257 and 258:

    ar.conf (ar.cfg)Crossref-Blank-Pass

  • Page 259 and 260:

    ar.conf (ar.cfg)Distributed-RPC-Soc

  • Page 261 and 262:

    ar.conf (ar.cfg)FullText-License-Ti

  • Page 263 and 264:

    ar.conf (ar.cfg)Max-Entries-Per-Que

  • Page 265 and 266:

    ar.conf (ar.cfg)Submitter-Mode:A co

  • Page 267 and 268:

    ardb.conf (ardb.cfg)ardb.conf (ardb

  • Page 269 and 270:

    nfy.conf (nfy.cfg)nfy.conf (nfy.cfg

  • Page 271 and 272:

    ar.iniThread-Log-File:Windows NT on

  • Page 273 and 274:

    Appendix BAR System Server Utilitie

  • Page 275 and 276:

    arcache (arcache.exe)-GSpecifies th

  • Page 277 and 278:

    arimportarimportDescriptionSynopsis

  • Page 279 and 280:

    armaild (armailex.exe)OptionsThe fo

  • Page 281 and 282:

    armaild (armailex.exe)Reply-Failure

  • Page 283 and 284:

    arreload (arreload.exe)arreload (ar

  • Page 285 and 286:

    arservdsd (UNIX Only)arservdsd (UNI

  • Page 287 and 288:

    arserverd (arserver.exe)arserverd (

  • Page 289 and 290:

    arservftd (UNIX Only)arservftd (UNI

  • Page 291 and 292:

    ntserverd (ntservd.exe) and ntsendd

  • Page 293 and 294:

    ntserverd (ntservd.exe) and ntsendd

  • Page 295 and 296:

    Glossaryaccess controlaccess permis

  • Page 297 and 298:

    Assignee Group groupattachmentbutto

  • Page 299 and 300:

    dynamic menuentryescalationA menu t

  • Page 301 and 302:

    guest userguidehidden fieldAn unreg

  • Page 303 and 304:

    angeread licensereal data typeRemed

  • Page 305 and 306:

    toolbartoolbar buttontrimtrim data

  • Page 307 and 308:

    IndexAaccess control, troubleshooti

  • Page 309 and 310:

    equests, submitting 5-11searching 5

  • Page 311 and 312:

    modifying 5-13searching via email 5

  • Page 313 and 314:

    multiprocessingadministering 3-2des

  • Page 315 and 316:

    Index-9

  • Page 317 and 318:

    Reader ResponseAction Request Syste

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