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Admin. Guide Vol. 2 - NC State Remedy Implementation

Admin. Guide Vol. 2 - NC State Remedy Implementation

© 1991–1998 by

© 1991–1998 by Remedy Corporation. All rights reserved. This documentation may not be copied in whole or in partwithout the prior written consent of Remedy Corporation.Remedy, the Remedy Corporation logo, Action Request System, AR System, ARWeb, Flashboards, and RemedyPowered are registered trademarks or other trademarks of Remedy Corporation.Apple and Macintosh are registered trademarks of Apple Computer, Inc.HP and HP-UX are trademarks of Hewlett-Packard Company.AIX is a trademark of International Business Machines Corporation.INFORMIX is a registered trademark of Informix Software, Inc.Microsoft, MS, and MS-DOS are registered trademarks, and Windows, Windows NT, and Internet Explorer aretrademarks of Microsoft Corporation.Motif, OSF, and OSF/Motif are trademarks of the Open Software Foundation, Inc.NCR is a registered trademark of NCR Corporation.Netscape Communications, Netscape, Netscape Navigator, Netscape Navigator Gold, Netscape Communicator, andthe Netscape Communications logo are trademarks or registered trademarks of Netscape CommunicationsCorporation.Oracle and SQL*Plus are registered trademarks, and Oracle8 is a trademark of Oracle Corporation.Silicon Graphics and IRIS are registered trademarks, and IRIX is a trademark of Silicon Graphics, Inc.Sun Microsystems, NFS, and PC-NFS are registered trademarks of Sun Microsystems, Inc. Solaris is a trademark of SunMicrosystems, Inc. SPARCstation is a trademark of SPARC International, Inc., licensed exclusively to Sun Microsystems,Inc.Sybase is a registered trademark of Sybase, Inc.UNIX is a registered trademark in the United States and other countries, licensed exclusively throughX/Open Company Ltd.Verity and TOPIC are registered trademarks of Verity, Inc.All other products mentioned in this document are protected by the trademarks or service marks of their respectivecompanies or organizations.U.S. GOVERNMENT RIGHTS. Use, duplication, or disclosure by the Government is subject to Remedy Corporation’scommercial software license(s). If you are the U.S. government, you agree that these written materials are“commercial computer software”-related documentation licensed pursuant to the terms of Remedy Corporation’scommercial computer software license(s) in accordance with 48 C.F.R. 12.212 of the Federal Acquisition Regulationsand its successors and 48 C.F.R. 227.7202-1 of the DoD FAR Supplement and its successors. Unpublished rights arereserved under the copyright laws of the United States.Part Number: AR-400-AGV2-01.PDF

Table of ContentsPreface....................................................................................................................................... xvAudience ...................................................................................................................xvOverview of This Document ....................................................................................xvRelated Remedy Documents..................................................................................xviiConventions Used in This Document.....................................................................xixChapter 1Performance Issues ............................................................................................................... 1-1Gathering Performance Information .................................................................... 1-2Using Flashboards to Gather Baseline Data ............................................ 1-3Using AR System Log Files to Gather Baseline Data.............................. 1-4Common Performance Tuning Tips....................................................................... 1-4Check Query-by-Example (QBE) Match ................................................... 1-4Qualify Searches......................................................................................... 1-5Avoid NOT Operations in Searches........................................................... 1-5Avoid Macros in Run Process Actions ....................................................... 1-6Check Escalation Frequency...................................................................... 1-6Build Obvious Indexes ............................................................................... 1-6Optimize the Number of Indexes............................................................... 1-6Use the Server for Set Fields Operations ................................................. 1-7Avoid Sending Notifications to Groups ..................................................... 1-7Minimize the Use of Diary and Unlimited Text Fields ............................ 1-7Performance Improvement Areas ......................................................................... 1-7Hardware .................................................................................................... 1-8Operating System....................................................................................... 1-8Database ..................................................................................................... 1-8Shared Cache.............................................................................................. 1-9Network..................................................................................................... 1-12Other Applications ................................................................................... 1-12User Actions.............................................................................................. 1-13iii

  • 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 16 and 17: Chapter 3, “AR System Servers,”
  • 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

  • Page 68 and 69:

    The following are additional resour

  • Page 70 and 71:

    ■Gains—It provides a distinct a

  • Page 72 and 73:

    Remedy User operations that use lis

  • Page 74 and 75:

    4. If you must run your server on a

  • Page 76 and 77:

    If you specify a value for Server-N

  • Page 78 and 79:

    ■■If you activated the escalati

  • Page 80 and 81:

    Client tools and AR System servers

  • Page 82 and 83:

    Firewall 1 Firewall 2Notificationse

  • Page 84 and 85:

    vServerThreads/ProcessesTCD ServerF

  • Page 86 and 87:

    ➤Configuring Windows Clients for

  • Page 88 and 89:

    ■If you want the notification ser

  • Page 90 and 91:

    • To set ARTCPPORT:#include main(

  • Page 92 and 93:

    On Windows NT, ntservd.exe handles

  • Page 94 and 95:

    Notification Delivery from AR Syste

  • Page 96 and 97:

    In the following sample nfy configu

  • Page 98 and 99:

    What Is Full Text Search?Full Text

  • Page 100 and 101:

    Using the Ignore Words ListYou can

  • Page 102 and 103:

    The FTS engine uses the final searc

  • Page 104 and 105:

    See “FTS Issues When Performing S

  • Page 106 and 107:

    ■■■someone turns aroundsomeon

  • Page 108 and 109:

    How QBE Settings Affect FTSEnter a

  • Page 110 and 111:

    For example, you could perform a se

  • Page 112 and 113:

    When you are performing a full text

  • Page 114 and 115:

    Figure 4-1User Form3. Select the Fu

  • Page 116 and 117:

    3. Select from the following option

  • Page 118 and 119:

    Configuring FTS OptionsIn both accr

  • Page 120 and 121:

    Table 4-2 Effects of FTS Search Opt

  • Page 122 and 123:

    ■■turningturnaboutModifying the

  • Page 124 and 125:

    If you install the AR System server

  • Page 126 and 127:

    The FTS index for a field is automa

  • Page 128 and 129:

    Figure 4-7Results List Fields Tab3.

  • Page 130 and 131:

    4-34 Action Request System Administ

  • Page 133 and 134:

    Using Electronic Mail to Submit Req

  • Page 135 and 136:

    Setting Up the Mail HandlerThere ar

  • Page 137 and 138:

    Setting Up the Mail HandlerTable 5-

  • Page 139 and 140:

    Starting the Mail HandlerStarting t

  • Page 141 and 142:

    Using Mail TemplatesGenerating Mail

  • Page 143 and 144:

    Using Mail TemplatesThe AR-Message-

  • Page 145 and 146:

    Additional Configuration File Optio

  • Page 147 and 148:

    Preparing the Electronic Mail Templ

  • Page 149 and 150:

    Preparing the Electronic Mail Templ

  • Page 151 and 152:

    Using Electronic Mail for Notificat

  • Page 153 and 154:

    Email Notifications For UNIX Server

  • Page 155 and 156:

    Setting Up a Windows NT Account3. C

  • Page 157 and 158:

    Additional Troubleshooting TipsAddi

  • Page 159 and 160:

    Chapter 6Dynamic Data ExchangeThis

  • Page 161 and 162:

    DDE Time-Out SettingsDDE Time-Out S

  • Page 163 and 164:

    Example Program and BufferThe name

  • Page 165 and 166:

    Example Program and Buffer// Get th

  • Page 167 and 168:

    Example Program and Buffer; // give

  • Page 169 and 170:

    Microsoft Excel ExampleThe key word

  • Page 171 and 172:

    Microsoft Excel ExampleFigure 6-2Sa

  • Page 173 and 174:

    Microsoft Excel ExampleFigure 6-4Sa

  • Page 175 and 176:

    Microsoft Word ExampleThere are fou

  • Page 177 and 178:

    Microsoft Word ExampleIn the sample

  • Page 179 and 180:

    Microsoft Word ExampleFigure 6-10Sa

  • Page 181 and 182:

    DDE and Reports2. Using a text edit

  • Page 183:

    DDE and ReportsThe following exampl

  • Page 187 and 188:

    Combining Other Application’s Fea

  • Page 190 and 191:

    6. Name the form OLE-Testform and s

  • Page 192 and 193:

    1. Select OLE Automation from the N

  • Page 194 and 195:

    ➤ Creating an OLE Automation Acti

  • Page 196 and 197:

    11. Click Add Action and save the a

  • Page 198 and 199:

    1. Select the last OLE Automation i

  • Page 200 and 201:

    1. Select the last OLE Automation i

  • Page 202 and 203:

    Ensure that you distribute the loca

  • Page 204 and 205:

    Linking to an ActiveX ControlCreati

  • Page 206 and 207:

    7-22 Action Request System Administ

  • Page 208 and 209:

    OverviewA production application is

  • Page 211 and 212:

    Changing Menu ListsChanging Menu Li

  • Page 213 and 214:

    Manual Changes4. Delete the product

  • Page 215 and 216:

    Chapter 9Technical EssaysThe techni

  • Page 217 and 218:

    Access Control ProcessTo support ce

  • Page 219 and 220:

    Overview4. Ensure that the Server I

  • Page 221 and 222:

    OverviewOverviewTo migrate your AR

  • Page 223 and 224:

    Overview4. Select all filters, acti

  • Page 225 and 226:

    Overview➤3. If desired, format th

  • Page 227 and 228:

    The MacroDetermine the field or fie

  • Page 229 and 230:

    Changing the Next Available ID for

  • Page 231 and 232:

    SQL DatabasesINFORMIX Database Exam

  • Page 233 and 234:

    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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