BMC Remedy Action Request System 7.6.04

Installation Guide

January 2011

www.bmc.com

Contacting BMC Software You can access the BMC Software website at http://www.bmc.com. From this website, you can obtain information about the company, its products, corporate offices, special events, and career opportunities.

United States and Canada Address

BMC SOFTWARE INC 2101 CITYWEST BLVD HOUSTON TX 77042-2827 USA

Telephone

713 918 8800 or 800 841 2031

Fax

(01) 713 918 8000

Fax

713 918 8000

Outside United States and Canada Telephone

(01) 713 918 8800

If you have comments or suggestions about this documentation, contact Information Design and Development by email at [email protected].

© Copyright 1991–2011 BMC Software, Inc. BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective owners. IBM, AIX, and DB2 are registered trademarks of International Business Machines Corporation in the United States, other countries, or both. Linux is the registered trademark of Linus Torvalds. Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners. UNIX is the registered trademark of The Open Group in the US and other countries. BMC Software considers information included in this documentation to be proprietary and confidential. Your use of this information is subject to the terms and conditions of the applicable End User License Agreement for the product and the proprietary and restricted rights notices included in this documentation.

Restricted rights legend U.S. Government Restricted Rights to Computer Software. UNPUBLISHED -- RIGHTS RESERVED UNDER THE COPYRIGHT LAWS OF THE UNITED STATES. Use, duplication, or disclosure of any data and computer software by the U.S. Government is subject to restrictions, as applicable, set forth in FAR Section 52.227-14, DFARS 252.227-7013, DFARS 252.227-7014, DFARS 252.227-7015, and DFARS 252.227-7025, as amended from time to time. Contractor/Manufacturer is BMC Software, Inc., 2101 CityWest Blvd., Houston, TX 77042-2827, USA. Any contract notices should be sent to this address.

Customer Support You can obtain technical support by using the Support page on the BMC Software website or by contacting Customer Support by telephone or email. To expedite your inquiry, please see “Before Contacting BMC Software.”

Support website You can obtain technical support from BMC Software 24 hours a day, 7 days a week at http://www.bmc.com/support. From this website, you can: ■ ■ ■ ■ ■ ■ ■

Read overviews about support services and programs that BMC Software offers. Find the most current information about BMC Software products. Search a database for problems similar to yours and possible solutions. Order or download product documentation. Report a problem or ask a question. Subscribe to receive email notices when new product versions are released. Find worldwide BMC Software support center locations and contact information, including email addresses, fax numbers, and telephone numbers.

Support by telephone or email In the United States and Canada, if you need technical support and do not have access to the Web, call 800 537 1813 or send an email message to [email protected]. (In the Subject line, enter SupID:, such as SupID:12345.) Outside the United States and Canada, contact your local support center for assistance.

Before contacting BMC Software Have the following information available so that Customer Support can begin working on your issue immediately: ■

Product information — — —

■

Product name Product version (release number) License number and password (trial or permanent)

Operating system and environment information — — — — —

Machine type Operating system type, version, and service pack System hardware configuration Serial numbers Related software (database, application, and communication) including type, version, and service pack or maintenance level

■

Sequence of events leading to the problem

■

Commands and options that you used

■

Messages received (and the time and date that you received them) — Product error messages — Messages from the operating system, such as file system full — Messages from related software

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 [email protected]. (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

Obtaining system requirements and software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 BMC Remedy AR System documents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Chapter 1

Planning a BMC Remedy AR System installation

15

Choosing a configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Sample configurations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring with minimum requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Extending configuration to multiple servers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Extending configuration to the Web. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Extending configuration to include email access . . . . . . . . . . . . . . . . . . . . . . . . . . . Sizing factors and scalability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

16 19 19 20 21 22 22

Chapter 2

23

Roadmap and requirements

Installation roadmap . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Important documents to review . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Hardware requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . BMC Remedy AR System server and BMC Remedy Mid Tier hardware requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . BMC Remedy AR System application hardware requirements . . . . . . . . . . . . . . . Software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Server operating system platforms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Licensing BMC Remedy AR System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

26 27 27 28 30

Chapter 3

31

Preparing your database

General database tips. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Preparing your Microsoft SQL Server database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Windows Authentication mode and Microsoft SQL Server . . . . . . . . . . . . . . . . . . Pre-creating a database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Preparing your Oracle database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Setting up a previously created tablespace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Preparing your Sybase database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Pre-creating a database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Preparing your DB2 database. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Creation of a 32 KB tablespace. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Pre-creating a database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Contents

24 24 25

32 33 34 34 35 37 38 40 42 46 47 5

Preparing your Informix database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 Chapter 4

Pre-installation procedures

51

General preparation tips for all products . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Preparing to run the installer on a Windows system . . . . . . . . . . . . . . . . . . . . . . . . 52 Preparing to run the installer on a UNIX system . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 Preparing to run the installer on a Unicode system . . . . . . . . . . . . . . . . . . . . . . . . . 54 Choosing a minimal versus custom setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 BMC Remedy AR System server pre-installation procedures . . . . . . . . . . . . . . . . . . . . 54 Pre-installation considerations specific to UNIX and Windows. . . . . . . . . . . . . . . 56 Understanding port numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 BMC Remedy AR System server name alias and host name . . . . . . . . . . . . . . . . . 62 Overwrite or Create Server Group options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 Installing servers in a server group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 Application server passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65 API suite and plug-ins. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66 Web services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67 BMC Remedy SNMP Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67 Creating logs during installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68 Full Text Search pre-installation procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 Approval Server pre-installation procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 Assignment Engine pre-installation procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70 Email Engine pre-installation procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71 Software prerequisites. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71 Windows—Pre-installation tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71 UNIX—Pre-installation tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73 Flashboards pre-installation procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75 Mid Tier pre-installation procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76 Deciding how to install the mid tier . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76 Deciding which JSP engine to use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76 What the installer does . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76 Installing components and patches for the mid tier . . . . . . . . . . . . . . . . . . . . . . . . . 78 Installing the AR Crystal Web Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 Preparing your web server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 BMC Remedy Developer Studio pre-installation procedures . . . . . . . . . . . . . . . . . . . . 80 BMC Remedy User and BMC Remedy Alert pre-installation procedures. . . . . . . . . . 80 Determining the user configuration directory. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80 Viewing Crystal Reports in BMC Remedy User . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81 Uninstalling existing client versions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81 Chapter 5

Installation worksheets

83

All features worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84 Pre-installation checks worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85 BMC Remedy AR System server worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86 Initial panels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86 IBM DB2 database panels for BMC Remedy AR System installation . . . . . . . . . . 87 Oracle database panels for BMC Remedy AR System installation. . . . . . . . . . . . . 89

6

Installation Guide

Microsoft SQL Server database panels for BMC Remedy AR System installation . 92 Informix database panels for BMC Remedy AR System installation . . . . . . . . . . 94 Sybase database panels for BMC Remedy AR System installation . . . . . . . . . . . . 96 Final panels. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98 BMC Remedy Approval Server worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101 BMC Remedy Assignment Engine worksheet. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101 BMC Remedy Email Engine worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102 BMC Remedy Flashboards worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105 BMC Remedy Mid Tier worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106 BMC Remedy User and BMC Remedy Alert worksheet . . . . . . . . . . . . . . . . . . . . . . . 109 BMC Remedy Developer Studio worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110 BMC Remedy Data Import worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111 Chapter 6

Upgrade information

113

Upgrading tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114 Preserving pre-7.6.04 customizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116 About the Best Practice Conversion utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116 About overlay hash files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118 About difference reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120 Upgrade process to preserve pre-7.6.04 extensions and customizations . . . . . . 123 Obtaining files required for analyzing and converting pre-7.6.04 customizations . 134 Configuring your system for Best Practice Conversion utility . . . . . . . . . . . . . . . 135 Comparing overlays to overlaid objects on staging server . . . . . . . . . . . . . . . . . . 136 System objects overwritten during AR System server upgrade. . . . . . . . . . . . . . 139 Viewing details of differences between objects . . . . . . . . . . . . . . . . . . . . . . . . . . . 142 Using Best Practice Conversion utility to generate difference reports . . . . . . . . 143 Using Best practice Conversion utility to generate overlays for modified legacy objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145 Conversion utility log information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147 Upgrade Server Group option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147 Upgrading servers already in a server group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148 Minimum DB2 database transaction log size (for upgrade only) . . . . . . . . . . . . . . . . 149 Upgrading FTS from version 7.x to 7.6.04 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150 Post-installation tip for upgrades . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150 Disabling ServletExec after an upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150 Chapter 7

Running the installers

153

Running the suite installer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154 Running the client installers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154 Installing multiple instances of BMC Remedy AR System on one computer. . . . . . 155 Chapter 8

Post-installation procedures

159

Post-installation checks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . BMC Remedy AR System server post-installation check . . . . . . . . . . . . . . . . . . . BMC Remedy Assignment Engine post-installation check. . . . . . . . . . . . . . . . . . BMC Remedy Distributed Server Option post-installation check . . . . . . . . . . . . Contents

160 160 161 162 7

BMC Remedy Approval Server post-installation check. . . . . . . . . . . . . . . . . . . . . 163 BMC Remedy Email Engine post-installation check . . . . . . . . . . . . . . . . . . . . . . . 164 BMC Remedy Migrator post-installation check . . . . . . . . . . . . . . . . . . . . . . . . . . . 165 BMC Remedy AR System server post-installation procedures . . . . . . . . . . . . . . . . . . 166 Starting and stopping the BMC Remedy AR System server manually . . . . . . . . 166 Increasing the default maximum memory growth on HP-UX . . . . . . . . . . . . . . . 167 Setting the Next-ID-Block-Size parameter value. . . . . . . . . . . . . . . . . . . . . . . . . . . 167 Approval Server post-installation procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167 Email Engine post-installation procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169 Starting and stopping the Email Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169 Flashboards post-installation procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170 Starting or stopping the Flashboards server manually . . . . . . . . . . . . . . . . . . . . . 170 Running the Flashboards server after exiting a shell . . . . . . . . . . . . . . . . . . . . . . . 171 Installing and configuring Flashboards samples . . . . . . . . . . . . . . . . . . . . . . . . . . 171 Mid Tier post-installation procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172 Verifying that the mid tier is working . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173 Verifying that the JSP engine has the proper permissions. . . . . . . . . . . . . . . . . . . 173 Proxy server and load balancer settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173 Running Tomcat with IIS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176 Changing the mid tier configuration password . . . . . . . . . . . . . . . . . . . . . . . . . . . 177 Troubleshooting tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177 Chapter 9

Uninstalling BMC Remedy AR System features and clients

179

Uninstalling BMC Remedy AR System features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180 Uninstallation tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180 Chapter 10

Troubleshooting your installation

183

Server issues on DB2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184 Free and available ports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184 Appendix A

Locating BMC Remedy AR System files and forms

185

Default installation directories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186 Installed files and locations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187 BMC Remedy AR System server file locations . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187 BMC Remedy Approval Server file locations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189 BMC Remedy Email Engine locations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191 BMC Remedy Mid Tier file locations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192 BMC Remedy AR System client file locations on Windows . . . . . . . . . . . . . . . . . 192 Appendix B

Using the silent installer

195

Before running the silent installer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196 Running the installer in silent mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196 Uninstalling features using silent mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198 Appendix C

Unicode and BMC Remedy AR System

199

Installing and upgrading with a Unicode database . . . . . . . . . . . . . . . . . . . . . . . . . . . 200

8

Installation Guide

Upgrading serialized data from version 6.3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Unicode compatibility considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Unicode character sets and lengths. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Unicode and version 6.3.00 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Non-Unicode and version 7.x . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Unicode clients and non-Unicode servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . BMC Remedy AR System components and Unicode considerations . . . . . . . . .

202 204 204 205 205 206 206

Appendix D

211

Using the BMC Remedy AR System Maintenance Tool

Using installation and uninstallation logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Contents of the logs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Zipping logs to send to BMC Customer Support . . . . . . . . . . . . . . . . . . . . . . . . . . Running the post-installation checks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Encrypting passwords. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Appendix E

212 213 214 214 215

Configuring your web server and installing BMC Remedy Mid Tier with a .war file217

Configuring and installing on the Oracle Application Server. . . . . . . . . . . . . . . . . . . Configuring your BEA WebLogic web server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring and installing on IBM WebSphere . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Deploying the .war file on Tomcat . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Testing the mid tier . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

218 220 222 225 226

Index

227

Contents

9

10

Installation Guide

Preface This guide provides general information and step-by-step instructions for installing the BMC Remedy Action Request System (BMC Remedy AR System) 7.6.04 features. The guide is intended for system administrators who will install the BMC Remedy AR System features. To successfully install the features, you should be familiar with the environment you are installing the server on (Microsoft Windows or UNIX®), database configuration, and web configuration.

IMPORTANT The compatibility information listed in the product documentation is subject to change. See the compatibility matrix at http://www.bmc.com/support for the latest, most complete information about what is officially supported. Carefully read the system requirements for your operating system, especially the patch requirements.

NOTE Read the Release Notes before you perform any of the installation steps. Check the Customer Support website for updated information about software patches and the compatibility matrix.

Preface

11

BMC Remedy Action Request System 7.6.04

Obtaining system requirements and software System requirements vary for server and client computers, and for international environments. You might need to upgrade your operating system (or, in the case of servers, your database) to be compatible with the new version of BMC Remedy AR System. See the following documents at http://www.bmc.com/support for the most current information about system requirements, including international and client requirements and patch requirements: „

Release notes

„

Product compatibility matrix

NOTE To access the Customer Support website, you must have a Support contract. BMC Remedy AR System software is available by HTTP download or on DVD. If you download BMC Remedy AR System, you will receive a password when you make your purchase. You must have a password to download the software and documentation. For more information about obtaining software, contact your sales representative. Non-web-based clients are available for Windows only. Client computers must have network access to the installed BMC Remedy 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 BMC Remedy AR System server resides.

BMC Remedy AR System documents The following table lists documentation available for BMC Remedy AR System products. Unless otherwise noted, online documentation in Adobe Acrobat (PDF) format is available on BMC Remedy AR System product installation DVDs, on the Customer Support website (http://www.bmc.com/support), or both. You can access product help through each product’s Help menu or by clicking Help links.

NOTE The BMC Remedy AR System product help has not been updated for version 7.6.04. The help topics still apply to version 7.6.03. For the most recent content, refer to the PDF documentation.

12

Installation Guide

BMC Remedy AR System documents

Title

Description

Audience

Overview of BMC Remedy AR System architecture and features; includes information about add-on products that extend BMC Remedy AR System functionality and a comprehensive glossary for the entire BMC Remedy AR System documentation set.

Everyone

Installation Guide

Instructions for installing BMC Remedy AR System.

Administrators

Introduction to Application Development with BMC Remedy Developer Studio

Information about the development of BMC Remedy Developers2 AR System applications, including an introduction to using BMC Remedy Developer Studio.

Concepts

Guide1

Form and Application Objects Information about BMC Remedy AR System applications Developers Guide and their user interface components, including forms, fields, views, menus, and images. Workflow Objects Guide

Information about the BMC Remedy AR System workflow Developers objects (active links, filters, and escalations) and how to use them to create processes that enforce business rules.

Configuration Guide

Information about configuring BMC Remedy AR System servers and clients, localizing, importing and exporting data, and archiving data.

BMC Remedy Mid Tier Guide Information about configuring the mid tier, setting up applications for the mid tier, and using applications in browsers.

Administrators

Administrators

Integration Guide

Instructions for integrating BMC Remedy AR System with Administrators/ external systems by using web services, plug-ins, and other Developers/ products, including LDAP, OLE, and ARDBC. Programmers3

Optimizing and Troubleshooting Guide

Information about monitoring and maintaining BMC Remedy AR System and its applications to optimize performance and solve problems.

Administrators/ Developers/ Programmers

Database Reference

Database administration topics and rules related to how BMC Remedy AR System interacts with specific databases; includes an overview of the data dictionary tables.

Administrators/ Developers/ Programmers

BMC Remedy Distributed Server Option Guide

Information about implementing a distributed BMC Administrators Remedy AR System server environment with BMC Remedy Distributed Server Option (DSO).

BMC Remedy Flashboards Guide

Instructions for creating, modifying, and administering flashboards to display and monitor BMC Remedy AR System information.

C API Reference

Information about BMC Remedy AR System data structures, Programmers C API function calls, and OLE support.

C API Quick Reference

Quick reference to C API function calls.

Java API

Administrators/ Developers

Programmers

Oracle®

Information about Programmers Java classes, methods, and variables that integrate with BMC Remedy AR System. For the location of the JAR file containing this online documentation, see the information about the Java API in the Integration Guide.

Preface

13

BMC Remedy Action Request System 7.6.04

Title

Description

Java Plug-in API

Information about Java classes, methods, and variables used Programmers to write plug-ins for BMC Remedy AR System. For the location of the JAR file containing this online documentation, see the information about plug-ins in the Integration Guide.

BMC Remedy Email Engine Guide

Instructions for configuring and using BMC Remedy Email Administrators Engine.

Error Messages Guide

Descriptions of BMC Remedy AR System error messages.

Administrators/ Developers/ Programmers

Master Index

Combined index of all books.

Everyone

BMC Remedy Approval Server Guide

Instructions for using BMC Remedy Approval Server to automate approval and signature processes in your organization.

Administrators

Release Notes

Information about new features, compatibility, and international issues.

Everyone

Release Notes with Known Issues

Information about new features, compatibility, international Everyone issues, installation planning, and open issues.

BMC Remedy User Help

Instructions for using BMC Remedy User.

BMC Remedy Developer Studio Help

Developers Instructions for using BMC Remedy Developer Studio to develop BMC Remedy AR System forms, workflow objects, and applications.

BMC Remedy Data Import Help

Instructions for using BMC Remedy Data Import.

Administrators

BMC Remedy Alert Help

Instructions for using BMC Remedy Alert.

Everyone

BMC Remedy Mid Tier Configuration Tool Help

Instructions for configuring BMC Remedy Mid Tier.

Administrators

BMC Remedy Browser Help

Instructions for using BMC Remedy AR System forms in browsers.

Everyone

1

Audience

Everyone

The full title of each guide includes BMC Remedy Action Request System 7.6.04 (for example, BMC Remedy Action Request System 7.6.04 Concepts Guide). 2 Application developers who use BMC Remedy Developer Studio. 3 C and Java programmers who write plug-ins and clients for BMC Remedy AR System.

14

Installation Guide

Chapter

1

Planning a BMC Remedy AR System installation BMC Remedy AR System has many system features and configuration options. Planning is the key to a successful installation. The following topics are provided: „ „

Choosing a configuration (page 16) Sample configurations (page 19)

Chapter 1

Planning a BMC Remedy AR System installation

15

BMC Remedy Action Request System 7.6.04

Choosing a configuration BMC Remedy AR System consists of server and client features that you combine to create the types of access you want to enable. Certain features are required for all BMC Remedy AR System installations, while other features are optional. This chapter describes the following configurations: „

“Configuring with minimum requirements” on page 19

„

“Extending configuration to multiple servers” on page 20

„

“Extending configuration to the Web” on page 21

„

“Extending configuration to include email access” on page 22

NOTE The sample configurations shown in this chapter do not represent all possible combinations. Configurations are also flexible; you can change your configuration any time. BMC Remedy AR System has a flexible and scalable architecture, and can be configured depending on current and future needs. BMC Remedy AR System requires several compatible features to function correctly. Check the compatibility matrix on the Customer Support website at http://www.bmc.com/support to see if your current features are compatible with the BMC Remedy AR System version you are using. The following features can be installed with the suite installer.

BMC Remedy AR System server The BMC Remedy AR System server can be installed on UNIX®, Linux®, or Microsoft Windows system. The BMC Remedy AR System server is the primary feature that manages user interaction with the underlying database. The BMC Remedy AR System server interacts with the database and provides information to the user independent of the underlying database. For more information, see the Concepts Guide, “AR System server,” page 18. BMC Remedy AR System can be installed with a variety of underlying databases, such as Microsoft SQL Server or Oracle®. The database can be installed on any computer that is accessible to the BMC Remedy AR System server. The BMC Remedy AR System installer creates an BMC Remedy AR System database with a series of tables that make up a data dictionary where form, filter, escalation, and other definitions are stored. The BMC Remedy AR System installer also creates the user of the BMC Remedy AR System database. The structure of the BMC Remedy AR System database varies depending on the underlying database. For more information, see the Database Reference.

16

Installation Guide

Choosing a configuration

BMC Remedy Mid Tier BMC Remedy Mid Tier can be installed on a UNIX, Linux, or Windows system. Mid tier is optional middleware that enables BMC Remedy AR System access through a browser. A web server and the mid tier must be installed on the same computer. This computer can be networked to the BMC Remedy AR System server computer. One mid tier can permit access to multiple BMC Remedy AR System servers. BMC Remedy Mid Tier Configuration Tool is installed with the mid tier. Use this tool to define which BMC Remedy AR System servers the mid tier can access. Client computers must have a supported browser installed. Users need BMC Remedy AR System permissions to submit BMC Remedy AR System requests and search the database through the web. For more information, see the Concepts Guide, “AR System mid tier,” page 18.

BMC Remedy Email Engine Access to BMC Remedy AR System servers is available to all supported platforms through the BMC Remedy Email Engine (Email Engine). The Email Engine is a process (on UNIX) or a service (on Windows) that transforms email messages into an interface to the BMC Remedy AR System server. The Email Engine enables users to instruct the BMC Remedy AR System server to perform queries, submissions, or modifications to entries, all using email. The Email Engine can also return the results of such requests in email, formatted as plain text, RTF, HTML, or XML content. In addition, the Email Engine can process notifications using workflow actions, such as filters and escalations. The Email Engine can connect to mail servers by using protocols such as Internet Message Access Protocol (IMAP4), Post Office Protocol (POP3), Simple Mail Transfer Protocol (SMTP), Messaging Application Programming Interface (MAPI), and MBOX.

NOTE The MAPI protocol for incoming and outgoing mail is disabled for 64-bit Java Virtual Machine (JVM). For more information, see the BMC Remedy Email Engine Guide.

BMC Remedy Approval Server The BMC Remedy Approval Server is a self-contained, shared module that can be attached to any BMC Remedy AR System application. It is a flexible solution for automating any approval or signature process across any organization. You can have multiple Approval Servers running with multiple BMC Remedy AR System servers on one computer.

Chapter 1

Planning a BMC Remedy AR System installation

17

BMC Remedy Action Request System 7.6.04

Assignment Engine The Assignment Engine enables you to use processes instead of workflow to automatically assign requests to individuals. When you install the Assignment Engine, the installer installs forms to help you set up the processes. See the Configuration Guide, “Using the Assignment Engine,” page 265.

Flashboards Flashboards enable you to include dynamic, graphical representations of data in the BMC Remedy AR System forms. You can use flashboards to process, store, and display data in the form of graphs, charts, text boxes, and meters. You can summarize data for trend or historical analysis.

BMC Remedy Developer Studio BMC Remedy Developer Studio is an integrated development environment (IDE) for BMC Remedy AR System applications. It provides all the application development functions needed to design an application. BMC Remedy Developer Studio uses the Java-based Eclipse platform to provide a framework for its functions. Eclipse includes functions to organize the user interface (UI) and to work with UI components that the Developer Studio provides. BMC Remedy Developer Studio can be installed on Microsoft Windows only.

NOTE The OLE Automation action is disabled for 64-bit JVM.

BMC Remedy Data Import BMC Remedy Data Import allows you to import data from a source file into a BMC Remedy AR System form.

BMC Remedy User BMC Remedy User serves two functions: „

Permits users to access BMC Remedy AR System from client computers where they can submit requests and search the database.

„

Provides administrative functions.

For more information, see BMC Remedy User help. BMC Remedy User can be installed on Microsoft Windows only.

NOTE A user can also interact with the BMC Remedy AR System server through supported browsers connecting to the BMC Remedy AR System server using the mid tier.

18

Installation Guide

Sample configurations

BMC Remedy Alert BMC Remedy Alert is an optional feature that informs users about BMC Remedy AR System transactions, such as when a request has been assigned to a user, or when a request has been escalated. Users can access alerts with BMC Remedy User, or through a browser if the mid tier is installed and BMC Remedy Alert has been configured for the Web.

NOTE BMC Remedy Alert can be installed on Microsoft Windows only.

Sample configurations The graphics on the following pages show the required and optional features in sample configurations. These sample configurations do not demonstrate all possibilities. BMC Remedy AR System is flexible, adaptable, and scalable, so you can mix and match features as needed.

Configuring with minimum requirements The minimum requirements for a BMC Remedy AR System configuration are: „

A database—You can install the BMC Remedy AR System server on the same computer as the database, or on a remote computer with network access to the database.

„

A BMC Remedy AR System server—The server communicates with, and is the interface to, the database.

„

One or more BMC Remedy Developer Studio clients for server administration—BMC Remedy Developer Studio can be installed on the same computer as a Windows BMC Remedy AR System server, or installed on a remote computer with network access to a Windows or UNIX BMC Remedy AR System server.

„

One or more BMC Remedy User clients for administration and user access— BMC Remedy User is required for some administrative tasks, so both, the BMC Remedy Developer Studio and the BMC Remedy User are typically installed on client computers used by BMC Remedy AR System administrators. BMC Remedy User is required for user access in a minimum configuration and is often installed, although not required, in other configurations if BMC Remedy Mid Tier is installed.

„

One or more BMC Remedy Alert clients for user notification—BMC Remedy Alert is an optional tool that receives alert notifications and notifies users proactively that an alert has arrived. It is installed on client computers in the same location as BMC Remedy User.

Chapter 1

Planning a BMC Remedy AR System installation

19

BMC Remedy Action Request System 7.6.04

Figure 1-1 shows the minimum configuration for BMC Remedy AR System. Figure 1-1: Minimum configuration for BMC Remedy AR System

BMC Remedy Developer Studio

AR System server

Alert Database

BMC Remedy User

Extending configuration to multiple servers You can extend your system configuration to include two or more BMC Remedy AR System servers. For example, you can add another BMC Remedy AR System server exclusively for development or several BMC Remedy AR System servers for production. Each BMC Remedy AR System server communicates with one database. Multiple BMC Remedy AR System servers can communicate with the same database. Figure 1-2 on page 21 shows the extended configuration for BMC Remedy AR System.

20

Installation Guide

Sample configurations

Figure 1-2: Extended configuration for BMC Remedy AR System BMC Remedy User

AR System server

Alert Database Alert

BMC Remedy Developer Studio

Extending configuration to the Web You can install the mid tier and the required supporting features on a web server computer to allow users to access BMC Remedy AR System through a browser. The web server and mid tier must be installed on the same computer, and this computer can be networked to the BMC Remedy AR System server computer. All features can be installed on the same computer, but verify that the computer has adequate resources available (memory, disk space, processor power). Client computers require a supported browser and Internet or intranet access for the mid tier computer to access BMC Remedy AR System. In addition to the required mid tier configuration, web configuration requires: „

BMC Remedy Mid Tier that resides on a web server computer—A supported web server, SDK (which includes the JRE), a supported JavaServer Pages (JSP) engine, and a supported browser are required. A single mid tier can access multiple BMC Remedy AR System servers. For more information about Oracle Java products, go to http://www.oracle.com/technetwork/java/javase/overview/ index.html.

„

User clients that have a supported browser installed—No installation is required on client computers. You can use your browser to access the alert list without installing BMC Remedy Alert; however, you must install BMC Remedy Alert to receive alerts.

A browser-only client configuration is suitable for environments in which users will access BMC Remedy AR System through a browser. However, you can also install BMC Remedy User on client computers to provide a choice of access tools.

Chapter 1

Planning a BMC Remedy AR System installation

21

BMC Remedy Action Request System 7.6.04

Figure 1-3 shows a typical web configuration for BMC Remedy AR System. Figure 1-3: Typical web configuration for BMC Remedy AR System

Web browsers

BMC Remedy User

AR System server

Mid tier Alert Database

BMC Remedy Developer Studio

Alert

Extending configuration to include email access To allow users to access BMC Remedy AR System through an email client and to receive email notifications, you must install and configure the Email Engine on each instance of the BMC Remedy AR System server. The Email Engine configuration requires: „

A mail server that supports either SMTP (on UNIX or Windows) or MAPI (on Windows only) for outgoing mail, and POP3, IMAP4, MAPI, or MBOX for incoming mail. The mail server must be accessible by the Email Engine.

NOTE The MAPI protocol for incoming and outgoing mail is disabled for 64-bit Java Virtual Machine (JVM). „

A compatible version of Java for your operating system.

For more information, see the BMC Remedy Email Engine Guide.

Sizing factors and scalability The information about the sizing factors and scalability for the BMC Remedy AR System environment is documented in the Reference Architecture for BMC Service Support Solutions using BSM 7.6 Components white paper at http:// www.bmc.com/support.

22

Installation Guide

Chapter

2

Roadmap and requirements

Before you install BMC Remedy AR System, you should understand the entire installation process. The following topics are provided: „ „ „ „ „

Installation roadmap (page 24) Important documents to review (page 24) Hardware requirements (page 25) Software requirements (page 27) Licensing BMC Remedy AR System (page 30)

NOTE To avoid installation problems, consider installing only one version of the BMC Remedy AR System server on your computer.

Chapter 2

Roadmap and requirements

23

BMC Remedy Action Request System 7.6.04

Installation roadmap The suite installer allows you to install one or many BMC Remedy AR System features. Following is an overview of the process you should follow when installing. Step 1 Choose a configuration. (See page 15.) Step 2 Review the documentation. (See page 24.) Step 3 If you have Unicode servers, review the Unicode appendix. (See page 199.) Step 4 Prepare your database. (See Chapter 3, “Preparing your database.”) Step 5 Prepare your system to install BMC Remedy AR System features and clients. (See Chapter 4, “Pre-installation procedures.”) Step 6 Complete the worksheets. (See Chapter 5, “Installation worksheets.”) Step 7 Install BMC Remedy AR System. (See Chapter 7, “Running the installers.”) Step 8 Perform post-installation procedures. (See Chapter 8, “Post-installation

procedures.”) Step 9 License the server. (See the Configuration Guide, “Licensing AR System,” page 35.)

Important documents to review This section lists the important documents for review and their location. „

Review open issues, localization, and other BMC Remedy AR System information in the BMC Remedy AR System 7.6.04 Release Notes, which can be found at http://www.bmc.com/support.

„

Review the most current product compatibility information at http:// www.bmc.com/support.

„

If you plan to install BMC Remedy applications, review the individual applications manuals and release notes. Minimum requirements for applications exceed the minimum requirements for installing the server and mid tier. You can find these documents on product DVDs or at http://www.bmc.com/ support.

24

Installation Guide

Hardware requirements

Hardware requirements The hardware requirements for any given environment depend on the size and amount of activity you expect. This section describes minimum and recommended requirements, suitable for a small organization. In most cases, BMC recommends that you perform an analysis of your organization’s needs to determine the hardware requirements for your installation.

Minimum requirements The minimum requirements given are intended for use in non-production, proof of concept, or small development environments. These let you install the BMC Remedy AR System server, launch BMC Remedy User, and view the BMC Remedy AR System sample application without further customization on a Windows-based server. From the BMC Remedy AR System 7.6.03 release, the installer checks for the minimum system requirements during installation. After you select the required components to install, if your system does not meet the minimum requirements, the installer displays warning messages as appropriate: „

Hard disk space requirements—The required hard disk space for a fresh installation or an upgrade is displayed in the Summary screen of the suite and client installers.

„

RAM requirements—The installer displays the warning messages related to the RAM requirements only if the BMC Remedy AR System server is installed and the minimum requirements are not met.

„

Database requirements—The installer displays warning messages indicating the required space for additional installation of BMC Atrium Configuration Management Database (CMDB) or BMC Remedy IT Service Management (ITSM) applications.

Recommended requirements The recommended requirements given are guidelines for use in a very small production environment of approximately 50 concurrent users, or less, with minimal expected throughput. Additional hardware resources are needed, depending on the size and number of applications used on the BMC Remedy AR System server, the number of users connecting to the BMC Remedy AR System server, and the number of transactions processed.

NOTE The following requirements are for Windows-based servers. UNIX®-based servers have comparable hardware requirements. The following requirements do not include database minimum requirements, which vary by vendor. See the database vendor’s documentation for recommended database system requirements.

Chapter 2

Roadmap and requirements

25

BMC Remedy Action Request System 7.6.04

BMC Remedy AR System server and BMC Remedy Mid Tier hardware requirements This section discusses the minimum and recommended hardware requirements for a server running BMC Remedy AR System or BMC Remedy Mid Tier (mid tier).

NOTE If you use a mid tier, BMC strongly recommends that you install it on a separate server, with the same minimum and recommended requirements as a BMC Remedy AR System server. If, however, you do combine a mid tier and a BMC Remedy AR System installation on the same server, see the following section, “Combined BMC Remedy AR System and mid tier requirements,” for recommendations concerning that server’s minimum and recommended hardware requirements. Table 2-1: BMC Remedy AR System server and mid tier hardware requirements Minimum

Recommended

512 MB of available RAM

1 GB of available RAM

800 MB of available hard disk space

2 GB of available hard disk space

2.8 GHz processor

2.8 GHz processor

Combined BMC Remedy AR System and mid tier requirements This section describes the hardware requirements for a single server running both, the BMC Remedy AR System and the BMC Remedy Mid Tier. Table 2-2: Combined BMC Remedy AR System and mid tier requirements Minimum

Recommended

1 GB of available RAM

2 GB of available RAM

1.5 GB of available hard disk space

4 GB of available hard disk space

2.8 GHz processor

2.8 GHz processor

Client tool requirements The minimum requirements for BMC Remedy User and BMC Remedy Alert are:

26

„

Pentium 4-class

„

1.3 GHz or higher

„

512 MB memory

„

75 MB of free disk space

Installation Guide

Software requirements

The minimum requirements for BMC Remedy Developer Studio are: „

Pentium 4-class

„

1.3 GHz or higher

„

512 MB memory

„

100 MB of free disk space

BMC Remedy AR System application hardware requirements The basic BMC Remedy AR System hardware requirements increase when you install applications that run on top of BMC Remedy AR System. The following table displays the minimum and recommended hardware requirements for a BMC Remedy AR System server and one complex application (for example, a BMC Remedy ITSM application), in a production environment, on a Windows-based server.

NOTE Each additional complex application requires an additional 2 GB of disk space. Table 2-3: BMC Remedy AR System application hardware requirements Minimum

Recommended

2 GB of available RAM

6 GB of available RAM

4 GB of available hard disk space

8 GB of available hard disk space

Dual 3 GHz processor

Dual 3 GHz processor

Software requirements You must have the appropriate software installed before you install BMC Remedy AR System features and clients as outlined in the following lists. See the compatibility matrix at http://www.bmc.com/support for a complete list of compatible software and versions.

BMC Remedy AR System server „

One of the following databases: „

IBM® DB2®

„

Informix

„

Microsoft SQL Server

„

Oracle®

„

Sybase

Chapter 2

Roadmap and requirements

27

BMC Remedy Action Request System 7.6.04

NOTE If you try to install the BMC Remedy AR System server on top of Sybase 15.0.2/ EBF 14328, the installation might fail. You will receive this error message: Failure during SQL operation to the database : Incorrect syntax near the keyword 'path'. For troubleshooting information, see Sybase error 156 in your

Sybase documentation and BMC Remedy AR System error 552 in the Error Messages Guide.

Approval Server „

BMC Remedy AR System

Assignment Engine „

BMC Remedy AR System

Email Engine „

BMC Remedy AR System

„

Java runtime environment (JRE)

„

Mail server

Flashboards „

BMC Remedy AR System

„

BMC Remedy Mid Tier

„

Java runtime environment (JRE)

Mid Tier „

Web application server

„

Java Development Kit (JDK)

„

JavaServer Pages (JSP) engine

„

BMC Remedy AR System

Developer Studio „

Java runtime environment (JRE)

BMC Remedy Data Import „

Java runtime environment (JRE)

Server operating system platforms The BMC Remedy AR System server 7.6.04 binary for Windows can be installed as a native 64-bit executable on 64-bit operating-system platforms. The Oracle Solaris, HP-UX (PA-RISC), HP-UX (Itanium), and IBM AIX® servers continue to be 64-bit releases.

28

Installation Guide

Software requirements

The installation includes both 32-bit and 64-bit libraries, to support 32-bit and 64-bit applications. You must install the 64-bit BMC Remedy AR System server on a compatible 64-bit operating system platform.

NOTE For Windows and UNIX, arserverd is the only 64-bit binary, the others are 32-bit. Therefore, other binaries might have dependencies on some 32-bit operating system libraries. For the most up-to-date information about 64-bit BMC Remedy AR System server compatibility with specific operating systems and versions, see the compatibility matrix on the BMC Customer Support website (http://www.bmc.com/support).

IMPORTANT 64-bit servers must run with 64-bit database clients.

Plug-ins On the HP Itanium platform (HPIA-64), HP-PA plug-in applications must be configured to run on the C-based plug-in server. On the other 64-bit platforms, plug-in applications can run on either the C-based or the Java-based plug-in server.

Java requirement The BMC Remedy AR System Java-based applications, such as BMC Remedy Mid Tier, Email Engine, Developer Studio, and Flashboards server, are already compiled as 32-bit for all platforms, and require that you use a 32-bit JVM on a 32-bit operating system. The BMC Remedy AR System Oracle Java-based applications are compiled as 64-bit for all platforms and require that you install a 32-bit or 64-bit JVM. In this release of BMC Remedy AR System, the Java plug-in server and Full Text Search (FTS) additionally support 64-bit JVM. During installation, you have the option of installing the Java plug-in server on either a 32-bit or 64-bit JVM. According to this selection, the FTS will be installed. For example, if you choose to install the Java plug-in server on a 32-bit JVM, FTS will also be installed on a 32-bit JVM. Similarly, if you choose to install the Java plug-in server on a 64-bit JVM, FTS will be installed on a 64-bit JVM. The following are the exceptions for the 64-bit JVM support: „

BMC Remedy Email Engine—The MAPI protocol is disabled for 64-bit JVM. Requires 32-bit JVM if using the MAPI protocol.

„

BMC Remedy Developer Studio—The OLE Automation action is disabled for 64-bit JVM. Requires 32-bit JVM if you need to create, edit, or delete active links that have OLE actions.

„

BMC Remedy Mid Tier—Requires the 32-bit JVM and JDK, if the web server is 32-bit or is running in 32-bit mode

Chapter 2

Roadmap and requirements

29

BMC Remedy Action Request System 7.6.04

You can specify these exceptions in the installer if required for your installation.

NOTE To use the MAPI protocol or OLE Automation action for BMC Remedy Email Engine and BMC Remedy Developer Studio respectively, you can install and use a 32-bit JVM on a 64-bit computer.

Licensing BMC Remedy AR System BMC Remedy AR System licensing grants the legal use of BMC Remedy AR System and is necessary for performing unlimited operations that change the database (for example, updating requests).

NOTE You do not need a license to install BMC Remedy AR System features, such as BMC Remedy Developer Studio. See the Configuration Guide, “Licensing AR System,” page 35.

30

Installation Guide

Chapter

3

Preparing your database

Before you install the BMC Remedy AR System server, you must prepare your database correctly. The following topics are provided: „ „ „ „ „ „

General database tips (page 32) Preparing your Microsoft SQL Server database (page 33) Preparing your Oracle database (page 35) Preparing your Sybase database (page 38) Preparing your DB2 database (page 42) Preparing your Informix database (page 49)

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General database tips To avoid a decline in the BMC Remedy AR System server performance, remember the following tips: „

Do not use a firewall between the BMC Remedy AR System server and database tiers. This can impact performance significantly.

„

When possible, set up a high-speed backbone between the BMC Remedy AR System server and the database server.

„

If using Ethernet, install the BMC Remedy AR System server and the database server on a separate switched network that is isolated from other network traffic.

„

Avoid putting a wide-area network between the BMC Remedy AR System server and the database server.

„

Make sure that each network device between the BMC Remedy AR System server and the database server is communicating at the maximum bandwidth.

„

If you are planning to install CMDB or ITSM applications in addition to BMC Remedy AR System, the following minimum space is required: „

2 GB for the data file

„

1 GB for log and temp files

When installing more than one ITSM application, add 2 GB to the data file and 100 MB to the log file size for each additional application.

NOTE In BMC Remedy AR System 7.6.04, the installer displays a warning message indicating the required space for additional installation of CMDB or ITSM applications. For information about database recommendations for other applications, see the applications’ guides. „

For Oracle® databases where you will install the BMC Remedy ITSM application, the REDO log should be at least 500 MB.

„

For Oracle databases, set your tablespaces to auto-extend.

NOTE A common issue is that a router’s Auto Negotiate option can incorrectly set the router to 10 MB Half Duplex. NICs, routers, and other network devices then agree on the fastest speed to communicate together, but that speed is usually too slow. To remove this variable, if all the network devices can communicate at 1 GB Full Duplex, set them as such, and disable the Auto Negotiate option on the router. For technical assistance on installing your database, contact the database vendor.

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Preparing your Microsoft SQL Server database This section describes the steps you should perform with your Microsoft SQL Server database before you install BMC Remedy AR System.

To prepare your Microsoft SQL Server database 1 Install the Microsoft SQL Server database.

You can install the SQL Server database on the same computer where BMC Remedy AR System is installed, or on a remote server that is networked to the computer where you plan to install BMC Remedy AR System. 2 Install SQL Server clients (that is, the drivers).

For remote installations, install the SQL Server clients on the same computer as the BMC Remedy AR System server. 3 Create an instance of the database. 4 Set your SQL Server connections to allow TCP/IP: a Open the SQL Server Configuration Manager. b Click Network Configuration for your SQL Server instance. c Make sure that TCP/IP Protocol is enabled. d View the TCP/IP Properties dialog box for your database instance, and make

sure that the IP Addresses tab has a TCP Port number specified. (The default port is 1433.) e Restart all SQL Server services to effect this change. 5 Determine data file and log file sizes for your SQL Server database.

NOTE During the installation, you are required to declare table sizes. This enables you to pre-size the data files to improve application performance. 6 Make sure that your database can accept network communication with the

parameters entered in the installation. (See the “BMC Remedy AR System server worksheet” on page 86 for the list of parameters.) The network communication will use ODBC and be able to recognize your ODBC data source.

To upgrade AR System on Microsoft SQL Server 2005 or later 1 Stop the AR System server to ensure that all connections to the AR System

database are closed. 2 (For a server group or a shared database) Stop all the AR System instances.

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3 Set the following SQL Server SNAPSHOT isolation parameters: „

ALTER DATABASE ARSystem SET ALLOW_SNAPSHOT_ISOLATION ON

„

ALTER DATABASE ARSystem SET READ_COMMITTED_SNAPSHOT ON

4 Verify the values by issuing the following commands: „

SELECT snapshot_isolation_state FROM sys.databases where name = ARSystem

„

SELECT is_read_committed_snapshot_on FROM sys.databases where name = ARSystem

For more information and instructions, see the “Reducing the possibility of deadlocks by using snapshot Isolation” section in the BMC Remedy Action Request System 7.6.04 Database Reference.

IMPORTANT If you have not performed these tasks, then do them immediately after completing the AR System install or upgrade.

Windows Authentication mode and Microsoft SQL Server Microsoft SQL Server installation can support two authentication modes: „

Windows authentication mode

„

Mixed authentication mode

To find the supported authentication mode in your SQL Server environment, connect to the SQL Server instance from Management Studio > Server Properties > Security. If only Windows authentication mode is supported, choose “Windows authentication” when you install the BMC Remedy AR System server. If mixed authentication mode is supported, choose “Windows authentication” or “SQL Server authentication” when you install the BMC Remedy AR System server.

Pre-creating a database If you do not have DBA privileges, your database administrator must create an empty database so that you are not asked for database information during the installation.

To pre-create a Microsoft SQL Server database 1 Make ARAdmin the database owner. sp_changedbowner ARAdmin 2 In a Query Window, run the following command: use tempdb

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3 Create a database, for example: CREATE DATABASE "ARSystem" ON (NAME = "ARSystem_data", FILENAME = 'c:\data\ARSys.mdf', SIZE = 500MB) LOG ON (NAME = "ARSystempt_log", FILENAME = 'c:\data\ARSysLog.ldf', SIZE = 100MB) CREATE LOGIN "ARAdmin"WITH PASSWORD = 'AR#Admin#', DEFAULT_DATABASE = ARSystem 4 Use the created database, for example: use ARSystem 5 Create a user name and login, for example: CREATE USER "ARAdmin" FOR LOGIN "ARAdmin" 6 Make the user the db_owner, for example: sp_addrolemember 'db_owner', ' ARAdmin '

Preparing your Oracle database Typically, Oracle database administrators create instances, directories, and groups, and they install the Oracle database and Oracle client before proceeding with the BMC Remedy AR System installation.

To prepare your Oracle database 1 Install at least one instance of the Oracle database. (Only your database

administrator can create database instances.) You can install it on the same computer where the BMC Remedy AR System is installed, or on a remote server that is networked to the computer where you plan to install BMC Remedy AR System. 2 Install Oracle clients.

For remote installations, install the Oracle clients on the same computer as the BMC Remedy AR System server. 3 (UNIX® only) Make sure that root is part of the dba group. 4 Enable the TCP/IP Protocol for the database. 5 Confirm connection to your Oracle database.

Contact your database administrator for more information. 6 For remote installations, install and configure the Oracle client on the same system

where you will install the BMC Remedy AR System server.

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7 Verify or set the following environment variables. Table 3-1: Variables to set before installing the BMC Remedy AR System server Environment variable

Description

NLS_LANG (Windows)

Specifies globalization settings. For information about NLS_LANG and its usage, see the following notes from Oracle: 144808.1, 227330.1, 260192.1. If you are using the Oracle Instant Client, see step 8.

LANG (UNIX)

Specifies globalization settings.

ORACLE_HOME

Points to the directory where the Oracle client is installed. Use this value: $ORACLEHOMEDirectoryPath Note: The installer accepts the ORACLE_HOME path as a user input on

UNIX. If you are using the Oracle Instant Client, see step 8. PATH

(For Windows) Points to the bin directory of the Oracle client. For example, C:\oracle\product\10.2.0\client_1\bin The bin directory contains the path to the Oracle binary files. Add the following value to the PATH:$ORACLE_HOME/bin Note: If you are using multiple versions of Oracle, make sure that the

entry for the version you want to use appears before the others.

For more information, see “To prepare your host computer for a Unicode BMC Remedy AR System installation or upgrade” on page 200. 8 When using the Oracle Instant Client, complete the following steps: a Set the system path to the folder where the Oracle Instant Client is copied on the

local computer. b Set the ORACLE_HOME system variable to point to the folder where the Oracle

Instant Client is copied on the local computer.

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c Set the TNS_ADMIN system variable to point to the folder where the correct tnsnames.ora file is located.

NOTE By default, the Oracle Net Services configuration files are located in the OracleHome\network\admin directory. To change the default location, you can set the TNS_ADMIN environment variable to the appropriate value (for example, OracleBase\OracleHome\test\admin). The AR System suite installer accepts the value of the Database Client Home Path field only for UNIX installations. If the installer does not find the tnsnames.ora file in dbClientHomePath\network\admin or in the directory specified in TNS_ADMIN, it prompts you to enter the path in the AR System Server Database Information panel. If you provide a valid path, the installer sets the TNS_ADMIN environment variable in the arsystem.sh script. The installer accepts your input and sets the value for TNS_ADMIN only if you have Read permissions on the tnsnames.ora file. d Set the NLS_LANG system variable value for non-unicode or unicode. 9 Configure the tnsnames.ora file to make sure that the service name is the same as

the entry name for the server on which you are installing BMC Remedy AR System. For example: COMPUTER1 = (DESCRIPTION = (ADDRESS_LIST = (ADDRESS = (PROTOCOL = TCP)(HOST = computer1.xyzcompany.com)(PORT = 1521)) ) (CONNECT_DATA = (SERVICE_NAME = COMPUTER1) ) )

During the installation, you are asked for the database instance name, and it should match the entry in the tnsnames.ora file (for example, MACHINEA). For more information about tnsnames.ora, see your Oracle documentation. 10 Make sure that the Oracle listener is running and is configured correctly for the

database.

Setting up a previously created tablespace For a BMC Remedy AR System server, you can use a tablespace that you previously created in Oracle.

NOTE If you are using a RAC or ASM Oracle database, you must create tablespaces before installing BMC Remedy AR System. For more information about creating tablespaces in RAC or ASM databases, refer to your Oracle documentation.

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To use a previously created tablespace in BMC Remedy AR System 1 In a SQL*Plus window, create the tablespace. For example: create tablespace arsys datafile 'c:\qa\data\QATST\data\arsys.dbf' size 500M reuse; 2 Create a user. For example: create user aradmin identified by AR#Admin# default tablespace arsys temporary tablespace temp quota unlimited on arsys; 3 Create a role for the user you created in step 2 above. For example: create role ARole_arsys not identified; 4 Set the privileges for the role. For example: grant alter session, create cluster, create database link, create sequence, create session, create synonym, create table, create view, create procedure, create trigger, query rewrite to ARole_arsys; 5 Grant the role to the user. For example: grant ARole_arsys to aradmin;

Preparing your Sybase database This section describes the steps you should perform with your Sybase database before installing BMC Remedy AR System. These steps are usually performed by a user who has database administrator privileges.

NOTE If you try to install the BMC Remedy AR System server on top of Sybase 15.0.2/ EBF 14328, the installation might fail. You will receive this error message: Failure during SQL operation to the database : Incorrect syntax near the keyword 'path'. For troubleshooting information, see Sybase error 156 in your

Sybase documentation and BMC Remedy AR System error 552 in the Error Messages Guide.

To prepare your Sybase database 1 Install the Sybase database.

You can install the Sybase database on the same computer where the BMC Remedy AR System is installed, or on a remote server that is networked to the computer where you plan to install BMC Remedy AR System.

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NOTE A warning message with the names and paths of the dummy devices is displayed during the installation procedure (after the Database File Input Panel is displayed). You must manually delete these dummy devices after the installation procedure is complete. 2 Install Sybase clients.

For remote installations, install the Sybase clients on the same computer as the BMC Remedy AR System server. 3 From the directory where the 64-bit Sybase client is installed, source the database. ../SYBASE.sh 4 Make sure that the TCP/IP Protocol for the database is enabled. 5 Verify or set the DSQUERY and SYBASE environment variables as follows: DSQUERY=SybaseServer; export DSQUERY SYBASE=SybaseInstallDirectory; export SYBASE

These examples use the syntax for Bourne shell. 6 (UNIX only) Verify or set the LANG environment variable.

For more information about Unicode and LANG, see “Installing and upgrading with a Unicode database” on page 200. 7 If you are upgrading from BMC Remedy AR System 7.1.00 to 7.6.04, set the “Select

into” database option for the database that you are upgrading. 8 Make sure that your database can accept network communication with the

parameters entered in the installation. (See the “BMC Remedy AR System server worksheet” on page 86 for the list of parameters.) The network communication will use ODBC and be able to recognize your ODBC data source. 9 Set the following Sybase database configuration parameters: „

Max Memory = 128000

„

Number of Locks = 15000

„

Number of Open Partitions = 15000

The BMC Remedy AR System 7.6.04 suite installer optimizes SQL calls for installation on Sybase and therefore requires a larger number of LOCKS be configured for the database. 10 If you are using Sybase 15, make sure that the “number of open partitions”

parameter is set appropriately. For more information, see your Sybase documentation.

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11 If you are planning to install the BMC Atrium CMDB Product Catalog or any ITSM

application, make the following changes: „

Set the Number of Open Objects to 30000.

„

Set the Number of Open Indexes to 15000.

„

Increase the size of tempdb. (You might have to create another device to increase the size of tempdb.)

For more information about the LOCKS setting, see your Sybase documentation.

Pre-creating a database If you do not have DBA privileges, your database administrator must create an empty database so that you are not asked for database information during the installation.

To pre-create Sybase database 1 Create a device. For example: use master go disk init name='ARSystem_data', physname='/data1/ardata/ ARSys', size='1024M' go disk init name=' ARSystem_log', physname='/data1/ardata/ARSysLog', size='500M' go 2 Create the database. For example: create database ARSystem on ARSystem_data=1024 log on ARSystem_log=500 with override go use master go 3 Create the login with a password. For example: sp_addlogin 'ARAdmin', 'AR#Admin#' go 4 Create the db_owner group. For example: sp_addgroup db_owner go grant all to db_owner go

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5 Create the user pointing to the created login and group. For example: sp_adduser 'ARAdmin', 'ARAdmin', db_owner go use master go 6 Modify the login to make its default database, the earlier created database. For

example: sp_modifylogin ARAdmin, defdb, ' ARSystem' go use ARSystem go 7 Change the owner of the database to be the created user. For example: sp_changedbowner 'ARAdmin' go use master go 8 Add the select into option to the created database. For example: sp_dboption ‘ARSystem’,’select into’,true go 9 Use the created database. use ARSystem go

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Preparing your DB2 database For DB2 database, the installer creates the following BMC Remedy AR System database components: Table 3-2: Database components created for DB2 Component

Description

BMC Remedy AR System Database

Database tables that the BMC Remedy AR System installer creates on the DB2 server. The tables store all the data related to the BMC Remedy AR System database.

Tablespaces

Logical layer between the database and the database objects that are stored in the database. The installer creates the following tablespaces: „

„

„

SMS tablespaces

In system-managed tablespaces: „

„

„

DMS tablespaces

User (USER-DEFINED-TABLESPACE, for example, ARSystem)—Stores user-defined tables. The user tablespace is where the BMC Remedy AR System tables will reside. Temporary (USER-DEFINED-TEMP-TABLESPACE, for example, ARTMPSPC)—Stores temporary tables that are used for short-term activities, such as sorting and displaying search results. Catalog (SYSCATSPACE)—Stores system metatables. The DB2 system manages the container space when the user specifies the container location. The system increases the tablespace size dynamically when the number of records increases. Data is stored in a directory container.

In database-managed spaces: „ „ „

The database administrator (DBA) manages the container size. Data is stored in a file container. Space is allocated when the tablespace is created. You can also increase the size manually, as needed.

If the DMS space is not sufficient when you want to upgrade the BMC Remedy AR System server, double the pages of the syscatspace. Note: BMC recommends that you use SMS instead of DMS.

Containers

Store physical data and tables corresponding to BMC Remedy AR System. There are three types of containers: file, directory, and disk.

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This section describes the steps you should perform with your DB2 database before you install BMC Remedy AR System.

To prepare your DB2 database 1 Install the DB2 database server.

You can install the DB2 database server on the same computer where the BMC Remedy AR System server is installed or on a remote server that is networked to the computer where you plan to install BMC Remedy AR System. 2 Install DB2 clients.

For remote installations, install the DB2 clients on the same computer as the BMC Remedy AR System server. 3 (Solaris only) Install the DB2 libdb2.so library.

The BMC Remedy AR System server is dynamically linked to the DB2 library on Solaris. If this library was not installed with the DB2 client, install the library on the same computer where you plan to install the BMC Remedy AR System server.

NOTE For information on the supported DB2 client library versions, see the compatibility matrix at http://www.bmc.com/support. 4 Create and name a DB2 instance. „

For local database servers, create a DB2 instance on the local computer.

„

For remote database servers, create a DB2 instance on the remote computer.

NOTE For naming restrictions, check your database vendor documentation. 5 Set the port configuration: db2 update dbm cfg using SVCENAME 60007 6 Restart the DB2 instance: db2stop db2start 7 Verify the port configuration: db2 get dbm cfg | grep SVCENAME

Be sure to use the correct DB2 port during the installation. 8 Make sure the TCP/IP Protocol for the database is enabled, and set a TCP/IP port

for the database instance. 9 (UNIX only) Verify or set the LANG environment variable.

For more information about Unicode and LANG, see “Installing and upgrading with a Unicode database” on page 200.

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10 Make sure that your database can accept network communication with the

parameters entered in the installation. (For the list of parameters, see the “BMC Remedy AR System server worksheet” on page 86.) The network communication will use ODBC and be able to recognize your ODBC data source. 11 For local installations: a Create an operating system user account (for example, bmcuser1) on the same

computer where you installed the DB2 database and where you will install the BMC Remedy AR System server. b For BMC Remedy AR System root installations or BMC Remedy AR System

installations performed by a user who is not a database instance administrator, make the user a member of the following groups, which are created during the DB2 database installation: „

db2iadm1

„

db2fadm1

„

db2asgrp

c Give the user privileges to the following folders: „

/etc/arsystem (Write permission)

„

/tmp (Write permission)

„

/opt/bmc/ (Write permission)

„

User-defined installation directory (Write permission)

„

/usr/sbin/slibclean (Execute permission on AIX® platforms)

„

/tmp or /var/tmp or /usr/tmp (Write permission, depending on the

operating system) If the IATEMPDIR variable is set during the installation, make sure that the user has permission to the appropriate file. d If you are migrating the DB2® database or instance to a different computer or

environment, provide privileges for the BMC Remedy AR System database user to the tablespace. For example: GRANT USE OF TABLESPACE Tablespace TO USER DB2DatabaseUserLoginProvidedDuringARSystemInstallation

The installer provides tablespace privileges during installation and expects that the Syscat.tbspaceauth table has specific privileges for the grantee of the BMC Remedy AR System database user. e Log in as the user (for example, bmcuser1), and start the installation.

During the installation, enter the same user name (for example, bmcuser1) in the AR Database Login field in the AR Database panel.

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12 For remote installations: a On the local computer, complete the following steps: „

Create an operating system user account (for example, bmcuser1) on the same computer where you installed the DB2 database.

IMPORTANT This DB2 user must have database creation privileges. Database access privileges are not sufficient. „

For BMC Remedy AR System root installations or BMC Remedy AR System installations performed by a user who is not a database instance administrator, make the user a member of the following groups, which were created during the DB2 database installation: db2iadm1 db2fadm1 db2asgrp

b On the remote computer, complete the following steps: „

Create an operating system user account with the same user name that was used in step a (for example, bmcuser1) on the same computer where you will install the BMC Remedy AR System server.

IMPORTANT This DB2 user must have database creation privileges. Database access privileges are not sufficient. „

For BMC Remedy AR System root installations or BMC Remedy AR System installations performed by a user who is not a database instance administrator, make the user a member of the following groups, which were created during the DB2 database installation: db2iadm1 db2fadm1 db2asgrp

„

If you are migrating the DB2 database or instance to a different computer or environment, provide privileges for the BMC Remedy AR System database user to the tablespace. For example: GRANT USE OF TABLESPACE Tablespace TO USER DB2DatabaseUserLoginProvidedDuringARSystemInstallation

The installer provides tablespace privileges during installation and expects that the Syscat.tbspaceauth table has specific privileges for the grantee of the BMC Remedy AR System database user.

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„

Catalog the database from the DB2 client using a command-line processor. The catalog command syntax is: db2 catalog tcpip node instanceNameAlias remote hostName server tcpPort

For example: db2 catalog tcpip node arsdbname remote servername.abc.com server 50000

For more information, see your DB2 documentation. „

Confirm that the remote DB2 connections are correct. After the remote connection is configured, create a DB2 database on the remote database server and from the client computer DB2 prompt. Then, enter: db2 connect to databaseName databaseName is the name of the underlying database (for example, arsystem).

„

Log in as the user (for example, bmcuser1) on the remote computer, and start the installation. During the installation, enter the same user name (for example, bmcuser1) in the AR Database Login field in the AR Database panel.

Creation of a 32 KB tablespace On a DB2 database, a 32 KB tablespace is created as a System Managed Storage (SMS) on new and overwrite installations of the BMC Remedy AR System server. The 32 KB tablespace is added during a BMC Remedy AR System installation as follows:

46

„

During a new installation, a 32 KB tablespace is created in the background with the name given for the regular tablespace but concatenated with _32kb. For example, if the tablespace name is ARSystem for the BMC Remedy AR System server, an additional tablespace with a 32 KB page size is created and named ARSystem_32KB.

„

During an overwrite installation, the underlying database is dropped and a new database and tablespace are created as they are for a new installation.

„

During an upgrade from version 7.1.00 to 7.6.04, the installer checks for the Form: AP:Rule Definition form entry and, on the underlying database, validates the availability of the 32 KB tablespace that is listed in the clause. If the 32 KB tablespace is present, the upgrade continues successfully. If it is not present, the installer creates a 32 KB tablespace similar to the one described for a new installation and continues the installation.

Installation Guide

Preparing your DB2 database

NOTE When you create a DMS tablespace, 1 SMS tablespace and 1 SMS temporary tablespace with 32K pagesize are automatically created as they are required by the installer. If you select to install the Approval Server, the installer adds the Approval Server Form: AP:Rule Definition form entry and its clause with the newly created 32 KB tablespace to the ardb.cfg (ardb.conf) file. (The existence of this file is validated, and if it is not present when you install the Approval Server, the file is created. The Form: AP:Rule Definition form entry is also validated to make sure that the clause contains the correct 32 KB page size tablespace name.) For more information about the ardb.cfg (ardb.conf) file, see the Configuration Guide, “AR System configuration files,” page 347.

Pre-creating a database If you do not have DBA privileges, your database administrator must create an empty database so that you are not asked for database information during the installation.

NOTE You must pre-create the database with the same Database Login ID that is used as a value for the BMC Remedy AR System Server DB Login ID installation parameter during the database installation. (For example, ARAdmin).

To pre-create a DB2 database 1 Create a database. „

Create a Unicode database: DB2 CREATE DATABASE ARSYSTEM USING CODESET UTF-8 TERRITORY US

„

Create a non-Unicode database: DB2 CREATE DATABASE ARSYSTEM

2 Connect to the created database, for example: CONNECT TO ARSYSTEM 3 Drop the default tablespace. drop tablespaces userspace1 4 Create two bufferpools: one with a 16K pagesize and another with a 32K pagesize.

Bufferpool names are user-defined (for example: arbp1, arbp2). create bufferpool arbp1 size 1000 pagesize 16k create bufferpool arbp2 size 1000 pagesize 32k

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5 Create one of the following tablespaces: „

Create Database Managed Storage (DMS) tablespaces using the 16K pagesize bufferpool created in step 4. For example: CREATE TEMPORARY TABLESPACE ARTMP_PT01 pagesize 16k MANAGED BY DATABASE USING (FILE '/data1/ardata/artmp' 250M) extentsize 32 overhead 24.1 prefetchsize 32 transferrate 0.9 bufferpool arbp1 CREATE REGULAR TABLESPACE ARSystem pagesize 16k MANAGED BY DATABASE USING (FILE '/data1/ardata/ARSys' 1024M) extentsize 32 overhead 24.1 prefetchsize 32 transferrate 0.9 bufferpool arbp1

„

Create System Managed Storage (SMS) tablespaces using the 16K pagesize bufferpool created in step 4. For example: CREATE TEMPORARY TABLESPACE ARTMP_PT01 pagesize 16k MANAGED BY SYSTEM USING (‘artmp’) extentsize 32 overhead 24.1 prefetchsize 32 transferrate 0.9 bufferpool arbp1 CREATE REGULAR TABLESPACE ARSystem pagesize 16k MANAGED BY SYSTEM USING (‘ardata’) extentsize 32 overhead 24.1 prefetchsize 32 transferrate 0.9 bufferpool arbp1

6 Create System Managed Storage (SMS) tablespaces using the 32K pagesize

bufferpool created in step 4. For example: CREATE TEMPORARY TABLESPACE ARTMP_PT01_AR_32KB pagesize 32k MANAGED BY SYSTEM USING ('artmp_AR_32KB') extentsize 64 overhead 24.1 prefetchsize 32 transferrate 0.9 bufferpool arbp2 CREATE REGULAR TABLESPACE ARSystem_AR_32KB pagesize 32k MANAGED BY SYSTEM USING ('ARSys_AR_32KB') extentsize 64 overhead 24.1 prefetchsize 32 transferrate 0.9 bufferpool arbp2

NOTE When you create a DMS tablespace, 1 SMS tablespace and 1 SMS temporary tablespace with 32K pagesize need to be created as they are required by the installer. 7 Grant the created tablespaces permissions for the database user. For example: GRANT USE OF TABLESPACE ARSystem TO USER DB2DatabaseUserLoginProvidedDuringARSystemInstallation WITH GRANT OPTION GRANT USE OF TABLESPACE ARSystem_AR_32KB TO USER DB2DatabaseUserLoginProvidedDuringARSystemInstallation WITH GRANT OPTION 8 (For UNIX) Start the DB2 instance as the DB2DatabaseUserLoginProvidedDuringARSystemInstallation. „

If you are using the default database user and password: db2 connect to ARSystem user aradmin using AR#Admin#

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„

If you are using a different database user and password: db2 connect to ARSystem user DB2DatabaseUserLoginProvidedDuringARSystemInstallation using DB2DatabaseUserPasswordProvidedDuringARSystemInstallation

Alternatively, you can also use the su command to change the owner of the DB2 instance. For example: su - DB2DatabaseUserLoginProvidedDuringARSystemInstallation and then starting the DB2 instance

Preparing your Informix database This section describes the steps you should perform with your Informix database before you install BMC Remedy AR System. Some steps require database administrator privileges.

To prepare your Informix server 1 Install the Informix database.

You can install the Informix database on the same computer where the BMC Remedy AR System is installed, or on a remote server that is networked to the computer where you plan to install BMC Remedy AR System. 2 Install Informix clients.

For remote installations, install the Informix clients on the same computer as the BMC Remedy AR System server. 3 For shared libraries, install the ESQL/C libraries in the Informix installation

directory. 4 Specify the paths. „

For HP-UX: $INFORMIXDIR/lib:$INFORMIXDIR/lib/esql:$SHLIB_PATH

„

For Solaris: $INFORMIXDIR/lib:$INFORMIXDIR/lib/esql:$LD_LIBRARY_PATH

5 Set the NETTYPE protocol to support the multithreaded BMC Remedy AR System

server. „

For HP-UX: onsoctcp

„

For Solaris: ontlitcp

See the Informix database documentation for instructions. 6 Make sure that the TCP/IP Protocol for the database is enabled.

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7 (UNIX only) Verify or set the LANG environment variable.

For more information about Unicode and LANG, see “Installing and upgrading with a Unicode database” on page 200. 8 Make sure that your database can accept network communication with the

parameters entered in the installation. (See the “BMC Remedy AR System server worksheet” on page 86 for the list of parameters.) The network communication will use ODBC and be able to recognize your ODBC data source. 9 If you are upgrading, turn off data replication.

After you install the BMC Remedy AR System server, you can turn on data replication. 10 If you will be accessing an external database through direct SQL, set the log and

non-ANSI options. Set the same log options and non-ANSI options for the local Informix database (on BMC Remedy AR System) and the external database. 11 Assign permissions.

Make sure that the user who installs the BMC Remedy AR System server has permissions to add databases and objects to the Informix database server. If multiple servers share the same database, install the English server first. If you install the BMC Remedy AR System server with an Informix database, you are limited to the maximum connections configured on the Informix database. In a multiprocess server environment, each server thread uses a connection.

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4

Pre-installation procedures

Before you install BMC Remedy AR System features, you must complete the pre-installation procedures outlined in this chapter. The following topics are provided: „ „ „ „ „ „ „ „ „ „

General preparation tips for all products (page 52) BMC Remedy AR System server pre-installation procedures (page 54) Full Text Search pre-installation procedures (page 69) Approval Server pre-installation procedures (page 69) Assignment Engine pre-installation procedures (page 70) Email Engine pre-installation procedures (page 71) Flashboards pre-installation procedures (page 75) Mid Tier pre-installation procedures (page 76) BMC Remedy Developer Studio pre-installation procedures (page 80) BMC Remedy User and BMC Remedy Alert pre-installation procedures (page 80)

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General preparation tips for all products BMC recommends that you read through the following sections before installing BMC Remedy AR System server version 7.6.04 on Windows or UNIX®.

Preparing to run the installer on a Windows system If you are using Terminal Services, update the Terminal Services configuration options as needed before running the suite installer. If you are using Terminal Services, the installer will not run until you configure Terminal Services correctly. If you are using the data execution prevention (DEP) feature in Windows XP (with Service Pack 2 or later) or Windows Server 2003, configure DEP for the BMC Remedy AR System installer executable program.

NOTE If you do not configure these items before you run the installer, an installer panel appears listing the steps required to handle these issues.

To update Terminal Services configuration options 1 From the Windows Start menu, click Run. 2 Type tscc.msc; then click OK. 3 In Server Settings, set Delete temporary folders on exit to No. 4 Set Use temporary folders per session to No. 5 Restart the computer. 6 If the settings do not take affect, complete the following steps: a From the Windows Start menu, click Run. b Type regedit; then click OK. c Go to HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Terminal Server. d Update PerSessionTempDir to 0 and DeleteTempDirsOnExit to 0. e Restart the computer.

To configure the DEP feature 1 From the Windows Start menu, click Control Panel; then double-click System. 2 Click the Advanced tab. 3 In the Performance area, click Settings.

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4 On the Data Execution Prevention tab, verify if the “Turn on DEP for all programs

and services except those I select” option is selected. If the “Turn on DEP for essential Windows programs and services only” option is selected, no configuration is required.

NOTE If you do not select the “Turn on DEP for all programs and services except those I select” option, and then perform the remaining steps in this procedure, the installer might not run correctly. 5 If the “Turn on DEP for all programs and services except for those I select” option

is selected, click Add. 6 Browse to the setup.exe installation application for BMC Remedy AR System,

and then click Open. The installation program appears in the DEP program area. 7 Click Apply; then click OK. 8 Restart the computer.

Preparing to run the installer on a UNIX system On UNIX and Windows, the installer uses a graphical user interface. (In previous BMC Remedy AR System releases, UNIX installations were executed from a command line.)

Running an X Windows client Follow the steps given below to run a remote installation on a UNIX computer: 1 Make sure you have an X Windows client on the local computer. 2 Log in to the remote machine, and set the DISPLAY environment variable to point

to the X Windows client on the local computer. 3 Run the installer.

Assigning a temporary directory The installer uses the IATEMPDIR environment variable to assign the location of a temporary directory to use during installation. If your /tmp or /home/userName directories do not have enough free space to run the installation, it will fail. If you have access to another drive or partition with more free space, set a new temp directory by using the following commands: „

export IATEMPDIR=/pathName

„

setenv IATEMPDIR /pathName

In the previous commands, pathName is a writable directory with more free space available than the default directories.

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NOTE BMC recommends that you have 1 GB of free space.

Remove sticky bit permissions on temporary directory If you have sticky bit permissions on the temporary directory, the installer does not create the /tmp/ARSystemInstalledConfiguration.xml file. Therefore, you must remove sticky bit permissions from the directory before running the installer.

Preparing to run the installer on a Unicode system If you are running a Unicode system, carefully review Appendix C, “Unicode and BMC Remedy AR System,” before proceeding.

Choosing a minimal versus custom setup When you run the suite installer, you are asked to select the type of installation you want to perform: „

Minimal Setup—Installs the BMC Remedy AR System server and related features: „

AREA LDAP Directory Service Authentication

„

ARDBC LDAP Directory Service Authentication

„

Web Services Plug-in

„

Simple Network Management Protocol (SNMP) Configuration

„

Full Text Search (FTS) Configuration (if purchased)

WARNING Minimal Setup automatically overwrites your existing installation. „

Custom Setup—Installs the features you select in the installer. Choose Custom Setup to install some features and not others, such as BMC Remedy AR System server, Approval Server, Mid Tier, Email Engine, and Flashboards server, which are usually installed on servers separate from BMC Remedy AR System.

BMC Remedy AR System server pre-installation procedures The BMC Remedy AR System suite installer prompts you to enter information about the BMC Remedy AR System database, which the installer creates during the installation. This database contains the BMC Remedy AR System server forms and field definitions, and also stores workflow data, structures, and permissions.

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In addition to Chapter 5, “Installation worksheets,” the following steps will help you prepare your system to install the BMC Remedy AR System server and database. Step 1 Verify that you have at least the minimum BMC Remedy AR System feature disk

space requirements to install. (See “Hardware requirements” on page 25.)

NOTE If you are installing any applications on top of the BMC Remedy AR System server, check the application documentation for disk space requirements. See the compatibility matrix for operational specifications. Step 2 Back up your database and file system before you install.

If you are upgrading, back up your data, object definitions, and applications. Step 3 Complete the necessary steps in “General preparation tips for all products” on

page 52 and “Pre-installation considerations specific to UNIX and Windows” on page 56. Step 4 Make sure that the server can be resolved to a server alias. (If you are installing

more than one server on a computer, make sure that each server has a unique server alias. See “BMC Remedy AR System server name alias and host name” on page 62.) Step 5 Determine the ports that you will use. See “Understanding port numbers” on

page 59. Step 6 Make sure that you have installed Microsoft Visual C++ 2008 SP1 Redistributable

Package (64-bit).

NOTE If Microsoft Visual C++ 2008 SP1 Redistributable Package (64-bit) is not installed, the installer checks for this version. If this version is not present, the installer installs the required version. Step 7 If a previous version of the BMC Remedy AR System server is on the machine,

review “Overwrite or Create Server Group options” on page 63. Step 8 If you are installing BMC Remedy AR System server features, review the following

sections: „

“API suite and plug-ins” on page 66

„

“Web services” on page 67

„

“BMC Remedy SNMP Agent” on page 67

„

“Full Text Search pre-installation procedures” on page 69

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Pre-installation considerations specific to UNIX and Windows This section describes preparations and considerations for UNIX and Windows installation.

Installing on AIX with Oracle If you are installing the BMC Remedy AR System server for AIX® with Oracle®, the BMC Remedy AR System server installation files must reside on a local file system and not on a network file system.

Installing on Windows with Oracle If you are using parenthesis “()” in the BMC Remedy AR System server installation path, for the BMC Remedy AR System server installation for Windows with Oracle to be successful, make sure that you install Oracle patch 5059261 (patch set Oracle 10.2.0.4.0).

Installing BMC Remedy AR System 64-bit servers The database for a 64-bit BMC Remedy AR System server must use 64-bit database client libraries. Before installing a 64-bit version of BMC Remedy AR System 7.6.04, make sure that the 64-bit database client libraries are installed on the computer that will run the BMC Remedy AR System server (arserver.exe).

NOTE Although the 64-bit server can make use of a 64-bit address space, it stores 32-bit values in the database and exchanges 32-bit values with API clients. It does not store 64-bit values in the database in this release. When a 64-bit BMC Remedy AR System server is installed, all its 64-bit dependent libraries are installed in a separate lib64 directory within the BMC Remedy AR System server installation directory, except for the arserver.exe file, which is installed in the BMC Remedy AR System server installation directory. The existing BMC Remedy AR System sever installation directory contains all the 32-bit libraries and other platform processes. The installer sets the and path variable.

Installing in a headless environment The installer no longer supports the command-line interface on UNIX like previous versions. To install on a headless machine, use a remote X Windows session or the silent installation process. For more information, see “Assigning a temporary directory” on page 53 or Appendix B, “Using the silent installer.”

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Setting the LD_LIBRARY_PATH variable Before running the driver for the BMC Remedy AR System server on a UNIX system, add an entry to the library path environment variable (LD_LIBRARY_PATH) because it is not set by default. The following examples show how to adjust the variable if you are using the Bourne shell: AIX LIBPATH=$LIBPATH:/ARSystemServerInstallDir/bin export LIBPATH

HP-UX SHLIB_PATH=$SHLIB_PATH:/ARSystemServerInstallDir/bin export SHLIB_PATH

Solaris and Linux® LD_LIBRARY_PATH=$LD_LIBRARY_PATH:/ARSystemServerInstallDir/bin export LD_LIBRARY_PATH

The default ARSystemServerInstallDir is listed in Appendix A, “Locating BMC Remedy AR System files and forms.”

Setting the LD_PRELOAD variable The BMC Remedy AR System server might not start due to the LD_PRELOAD=/ usr/lib/libumem.so environment variable entry in the armonitor.conf file. This entry references 32-bit libraries, and the installer does not add this entry during installation. BMC Remedy AR System provides 32-bit and 64-bit programs on all UNIX platforms. The 64-bit programs cannot load 32-bit libraries (and vice versa), so if you use the LD_PRELOAD environment variables to preload libraries, make sure that they are compatible with 32-bit and 64-bit programs. For example, the BMC Remedy AR System server will not start on a 64-bit Solaris computer if armonitor.conf contains a line like this: Environment-variable: LD_PRELOAD=/usr/lib/libumem.so

The Solaris operating system is 64-bit, and /usr/lib/libumem.so is a 32-bit library. A simple solution is to remove the directory part of the preload file name: Environment-variable: LD_PRELOAD=libumem.so

The dynamic linker can find the correct version of the library for both 32-bit and 64-bit programs.

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Solaris and Linux provide alternative forms: „

LD_PRELOAD_32—Affects only 32-bit dynamic linking; if this variable is set, the 32-bit dynamic linker ignores LD_PRELOAD.

„

LD_PRELOAD_64—Affects only 64-bit linking; if this variable is set, the 64-bit dynamic linker ignores LD_PRELOAD.

Environment variables are inherited from parent processes. Therefore, if the LD_PRELOAD variables are set in the process that starts BMC Remedy AR System (a shell, if you start manually, or a system startup script), then these might interfere with the precise operation. As an installation prerequisite, ensure that these variables are either set correctly or not set at all.

Increasing transactions and users Before you install the BMC Remedy AR System server, consider increasing the value of kernel parameters that affect the BMC Remedy AR System server (or any other multi-threaded server process). This increase makes sure that BMC Remedy applications can support the expected volume of transactions and users. For example, consider increasing the following process features: „

Number of threads available for a process.

„

Available memory—For example, the arserverd process often requires between 500 MB and 1 GB of memory.

„

Number of associated files or process descriptors—Descriptors should be at least 2.5 to 3 times the number of expected concurrent connections or 1024 (whichever is greater). Examples of connections include user logins (client or browser), the Email Engine, and custom APIs.

Contact your system administrator or operating system vendor for more information about kernel tuning.

Installing as a non-root user You can install the BMC Remedy AR System server as a root or 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 a non-root user allows a user to maintain the BMC Remedy AR System software without the assistance of a system administrator. However, to automatically start the BMC Remedy AR System server when your computer restarts, you must request your UNIX system administrator to change the system startup scripts accordingly.

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To install the BMC Remedy AR System server without logging in as root 1 Make sure that you have permissions to the following directories and the files

under them: „

.profile file in your home directory (write access)

„

/dev/console file (write access)

„

/etc/mnttab directory (write access, HP-UX 11.23 only)

„

/etc/arsystem

„

/usr/tmp directory

„

/opt/bmc directory

If you do not have a /opt/bmc directory, you must create it to complete the installation.

NOTE AIX also requires execute and suid permissions to the /usr/sbin/slibclean file, for the root and non-root user. 2 Run the BMC Remedy AR System installation.

Some of the actions you will be prompted to perform (as a non-root user) include: „

Create a number of directories and set permissions for those directories. For example, the script prompts you to create the /etc/arsystem directory with read/write permissions for all users.

„

Merge the contents of files, for example, merge the ARSystemServerInstallDir/ar-Database/rpc file with the /etc/rpc file.

3 On the Linux platform, if you will be starting arserverd as a non-root user, make

sure that the “open files” limit of the shell is set to 16384.

Understanding port numbers Port numbers identify the TCP ports where the BMC Remedy AR System server and the plug-in server will run. The TCP port number for the BMC Remedy AR System server and the port number for the plug-in server cannot be the same.

Registering with a portmapper A portmapper is a service that runs independently of the BMC Remedy AR System server and serves as a “directory” of port numbers. When users log in to BMC Remedy AR System: „

If a server is registered with a portmapper, users do not need 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 Port 111 firewall blocks the portmapper port, users must specify the port. Chapter 4

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When you start the server, it opens a port to listen to. You can specify a port for the server or let the server obtain an available port dynamically. You can register a server with a portmapper and assign a port number. For example, if you do this and 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 The BMC Remedy AR System server does not have a default port or specific range of ports. The operating system randomly assigns ports. To make sure that the portmapper always uses the same port for the BMC Remedy AR System server, specify a port during installation or use the BMC Remedy AR System Administration Console to configure the server after you install it.

Portmapper and multiple servers If you use portmapper for one server on the computer, you must assign TCP and plug-in port numbers to all the other servers on the computer. (Only one BMC Remedy AR System server on any server can register with portmapper.) If you configure two or more servers to use portmapper by mistake, the last server to start is the only one registered and available for login without identifying a TCP port from the Login window. If you want to configure two or more servers on one Microsoft Windows computer, make sure that both the servers have unique port numbers and are not registered with portmapper. For more information, see these sections in the Configuration Guide: „

“Working with a portmapper service in AR System” on page 32

„

“Assigning TCP port numbers to AR System servers” on page 157

Detecting a portmapper On Windows, the BMC Remedy AR System installer searches for an existing portmapper. If a portmapper is installed and running and you choose to register with a portmapper, the BMC Remedy AR System registers the server with that portmapper. If the installer does not detect a running portmapper and you chose to register with portmapper, the installer installs the portmapper and registers the server with that portmapper.

NOTE By default, Microsoft Windows 2008 comes with a portmapper installation. If you want to use the BMC Remedy AR System portmapper, you must uninstall the portmapper provided by Microsoft and then continue with the BMC Remedy AR System installation; otherwise you can continue with the BMC Remedy AR System installation without the BMC Remedy AR System portmapper.

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Assigning port numbers If you do not register with a portmapper, you must assign a port number to any BMC Remedy AR System server that you want clients to access directly, and to the plug-in server.

IMPORTANT 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 netstat -na command (UNIX) or the netstat -a command (Windows) at the command prompt. Assign port numbers greater than 1024 because: „

Port numbers within the range 1–1024 are available for use only by the superuser, and many of these numbers are reserved.

„

BMC Remedy AR System clients earlier than version 5.0 cannot access port numbers lower than 1024.

IMPORTANT When installing on Linux, the installation program crashes if you enter port 12333 for any port parameter, such as the Java Plug-in Server TCP Port Number or the AR System Server TCP Port Number. This a known JVM issue in version Java 2 Runtime Environment, Standard Edition, 1.5.0_05.

NOTE You can also add the ports to the TCD-Specific-Port and Plugin-Port parameters in the ar.conf (ar.cfg) file. See the Configuration Guide, “AR System configuration files,” page 347. For more information about port numbers, go to http://www.iana.org/ assignments/port-numbers.

Default port numbers Following are the default port numbers that are assigned at installation: Table 4-1: Default port numbers (Sheet 1 of 2) Module

Port Usage Description

BMC Remedy AR System 7.1.00 and later

BMC Remedy AR System 7.5.00 and later

Email Engine

RMI

1100

1100

Flashboards

RMI

1099

1099

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Table 4-1: Default port numbers (Sheet 2 of 2) Module

Port Usage Description

BMC Remedy AR System 7.1.00 and later

Mid tier

Standard Tomcat ports

„ „ „ „ „

8005 (shutdown) 8443 (SSL) 8009 (AJP13 connector) 8082 (proxy) 8080 (standalone http)

BMC Remedy AR System 7.5.00 and later „ „ „ „ „

8005 (shutdown) 8443 (SSL) 8009 (AJP13 connector) 8082 (proxy) 8080 (standalone http)

ServletExec

8888 (admin)

Plug-in server

TCP port

Uses portmapper

Uses portmapper

Java plug-in

TCP port

9999

9999

Note: If you are planning

Note: If you are planning

to install the CMDB, see the following note.

to install the CMDB, see the following note.

IMPORTANT If you are planning to install the CMDB in addition to BMC Remedy AR System, you must change the Java plug-in default port number in the ar.conf (UNIX), ar.cfg (Windows), and pluginsvr_config.xml files before installing the CMDB. (The CMDB must use port 9999 for its web service.) For information about changing the Plugin-Port value in the ar.conf and ar.cfg files, see the Configuration Guide, Appendix B, “AR System configuration files.” For information about editing the pluginsvr_config.xml file, see the Integration Guide, “Configuring the Java plug-in server,” page 114. The server does not have any default ports.

BMC Remedy AR System server name alias and host name During the installation on Windows or UNIX, you are asked for the BMC Remedy AR System server alias and a BMC Remedy AR System server host name or IP address, which is the physical system on which the BMC Remedy AR System server will be installed. (Since you can have multiple aliases for each system, the host name might not match the server alias.)

NOTE When you install BMC Remedy AR System, the computer from which you are installing must be able to connect (“ping”) to the server alias you provide. The server host name need not be a fully qualified host name; it can be a valid host name or IP address. Additionally, make sure to configure the primary DNS suffix. For more information, ask your system administrator.

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If the server will be accessible over a network, the server alias must be resolvable to an IP address. To make sure that clients can resolve the server alias: „

Use only alphanumeric names containing only lowercase letters a through z and numbers 0 through 9.

„

You can use hyphens (-), but the name cannot start or end with a hyphen.

„

Avoid underscores (_) and other special characters (for example $) because these characters do not comply with DNS rules.

If you are installing multiple BMC Remedy AR System servers on a single computer, make sure each server alias is unique. Unique BMC Remedy AR System server aliases: „

Use the correct licenses.

„

Identify the correct BMC Remedy AR System database for each BMC Remedy AR System server.

„

Allow you to selectively stop and start server processes.

The BMC Remedy AR System server alias identifies the configuration file and the service (armonitor) associated with each BMC Remedy AR System server. On UNIX, the following daemons are listed for each BMC Remedy AR System server that is running: armonitor, arforkd, arplugin, and arserverd. To display all services that are currently running, issue the following command: # ps -ef | egrep ar

Overwrite or Create Server Group options If you install a BMC Remedy AR System server over an existing BMC Remedy AR System server, you are prompted to upgrade, overwrite, or create a server group for the existing BMC Remedy AR System database.

NOTE For information on using the upgrade server group option, see “Upgrade Server Group option” on page 147.

Overwrite option If you choose the Overwrite option, a new BMC Remedy AR System database is created, and your existing data and structures are lost. The server uses the database name and user name that it used for the previous installation. If you plan to restore your BMC Remedy AR System data after the installation, export your BMC Remedy AR System data and definitions before you overwrite it.

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Server Group option for server groups If you choose the Server Group option for a BMC Remedy AR System server, you tell the installation program that this BMC Remedy AR System server will share an existing database with another BMC Remedy AR System server. For more information, see “Installing servers in a server group” below.

Installing servers in a server group A server group consists of two or more servers that share the same database and are designated as part of a server group. Server groups can be used to provide scalability and load balancing, as well as fail-over operations. This guide describes the procedures for installing or upgrading servers in a server group. After the installation, see the Configuration Guide, “Configuring server groups,” page 183, for information about server groups, how to configure the servers to belong to the same server group, and how to modify configuration files that the installer creates. During server installation, you must specify the same database information for each server. However, some installation steps differ for installing or upgrading the first server in the group, versus the second and remaining servers.

Installing the first server in a server group (new installation) When you install the first BMC Remedy AR System server for a server group, you must include these steps: „

Identify the database that the server group will share, as well as the database login information and database settings.

„

If you are upgrading the server, select the Overwrite or Upgrade option. Do not select the Server Group option when installing the first server in the server group.

„

To make the first server a server group member and configure other server group settings, follow the procedures in the Configuration Guide, “Configuring servers in a server group,” page 185.

Installing subsequent servers in a server group When you install the remaining servers in server group, you must include these steps:

64

„

Specify the same database name, database login information, and database settings as that of the first server.

„

Select the Server Group option instead of Overwrite or Upgrade.

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Choosing Server Group option during installation preserves all existing data, forms, and workflow in the database. It does not configure the servers as members of a server group. It merely indicates to the installer that the server shares the database with an existing BMC Remedy AR System server, with or without server group membership. „

To make each subsequent server a server group member and configure other server group settings, follow the procedures in the Configuration Guide, “Configuring servers in a server group,” page 185.

NOTE For information on upgrading the servers that are already in a server group, see “Upgrading servers already in a server group” on page 148.

Application server passwords All application servers must use a password to connect to the BMC Remedy AR System server. When you install BMC Remedy AR System, you must set the following application server passwords: „

Local DSO User Password—Password required to use Distributed Server Option (DSO). For more information, see the BMC Remedy Distributed Server Option Guide, “Configuring a password for the DSO user,” page 33.

„

Application Service Password—Password for features such as Email Engine and Flashboards.

„

Mid-Tier Administration Password—Password that the mid tier uses to access the BMC Remedy AR System server. For more information, see the BMC Remedy Mid Tier Guide, “Admin Password,” page 27.

If any applications that use the application server passwords are already installed, make sure that the passwords you enter match the passwords for the corresponding applications. If a password does not match, the application will fail. The application server passwords are case-sensitive.

WARNING When working with server groups, use the same DSO and Application Service password for all servers in the group. See “Installing servers in a server group” on page 64. When you install the BMC Remedy AR System server, the installer sets the application server passwords in the ar.cfg or ar.conf file, and in the configuration files for any of the application servers installed at the same time. To change or set application server passwords after installation, you must make the change for the BMC Remedy AR System server and for the appropriate application server. To change an application server password on the BMC Remedy AR System server, use the Connection Settings tab in the AR System Administration: Server Information form (accessed from the BMC Remedy AR System Administration Console). For information about changing the application server passwords after installation, see the Configuration Guide, “Server Information—Connection Settings tab,” page 136. Chapter 4

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If you change an application server password on the BMC Remedy AR System server after installation, you must also change the corresponding password for the application server: „

Mid Tier Administrator—See the BMC Remedy Mid Tier Guide, “Change password,” page 51. (This password is titled the “Admin Password” in the Mid Tier Configuration Tool.)

„

Email Engine—Update the EmailDaemon.properties file as described in the BMC Remedy Email Engine Guide, “Updating the EmailDaemon.properties file,” page 180.

„

Application Service for the Flashboards server—See the BMC Remedy Flashboards Guide, “Resetting the Application Service password,” page 83.

„

DSO—See the BMC Remedy Distributed Server Option Guide, “Configuring a password for the DSO user,” page 33.

If you plan to use BMC Remedy AR System server 7.6.04 with an older mid tier (for example, you are upgrading your server, but will continue to use an older mid tier while you test the new BMC Remedy AR System server), set the administrator password for the older mid tier server. To do so, log in to the BMC Remedy Mid Tier Configuration Tool, click the AR Server Settings link, and add the password to that server.

API suite and plug-ins BMC Remedy AR System includes plug-ins and corresponding application programming interfaces (APIs) that extend the BMC Remedy AR System functionality to external data sources. The plug-in service, a companion server to the BMC Remedy AR System server, loads the plug-ins and accesses them upon request from the BMC Remedy AR System server. When you install BMC Remedy AR System, you can choose what you would like to install: „

The provided Lightweight Directory Access Protocol (LDAP) plug-ins (AREA LDAP and ARDBC LDAP)

„

The features to create your own AREA and ARDBC plug-ins

„

The API package

The BMC Remedy AR System API suite is composed of a C API, a Java API, a plug-in API, and plug-ins that use APIs: „

66

BMC Remedy AR System External Authentication (AREA)—Accesses network directory services, such as Lightweight Directory Access Protocol. You can create and configure your own custom authentication plug-in, or you can use the provided plug-in. The AREA plug-in also enables BMC Remedy AR System users to consolidate user authentication information for external applications or data sources.

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„

BMC Remedy AR System Database Connectivity (ARDBC)—Accesses external sources of data. The ARDBC plug-in, which you access through vendor forms, enables you to perform the following tasks on external data: „

Create, delete, modify, and get external data

„

Retrieve lists for external data

„

Populate search-style character menus

For example, if you need to access data in an external directory service, you can use the ARDBC LDAP plug-in. For more information about this ready-to-use plug-in, see the Integration Guide, “ARDBC LDAP plug-in,” page 136. Install the API if you will install the mid tier or if you require functionality that is not included in the BMC Remedy AR System client tools. For additional information about the API package, see the C API Reference Guide.

Web services If you select the web services option, the installer installs files and forms that enable the plug-in server to issue remote procedure calls (RPCs). For more information about web services, see the Integration Guide, “Web services,” page 61. If the Java jvm.dll library is not added to the PATH environment variable, the following error is displayed at the end of the installation procedure: arplugin can't find jvm.dll

You can resolve this in one of two ways: „

Enter the Java jvm.dll library path in the PATH environment variable before installing the BMC Remedy AR System server. The Java jvm.dll library path is found in the RuntimeLib tag of the Registry: HKLM\SOFTWARE\JavaSoft\Java Runtime Environment\1.5

„

Reboot your system after the installation. When you install web services, the installer enters the Java jvm.dll path, but you must reboot before the change takes effect.

BMC Remedy SNMP Agent During installation, you are prompted to install and configure the BMC Remedy Simple Network Management Protocol (SNMP) Agent. SNMP is a set of protocols that network administrators use to manage complex networks and to query server statistics data. BMC supports the following versions of SNMP: 1, 2c, 3. BMC Remedy SNMP Agent monitors the BMC Remedy AR System server and the BMC Remedy Distributed Server Option (DSO) processes.

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If any of these processes changes state (for example, if a process becomes inactive), the BMC Remedy SNMP Agent sends a trap (or notification) to a trap receiver. Each trap contains the following information: „

Name of the process (for example, BMC Remedy AR System plug-in)

„

Name of the BMC Remedy AR System server associated with that process (for example, BMC Remedy AR System 1)

„

The state of that process (active =1, inactive =2)

You can also configure network management stations to query the BMC Remedy SNMP Agent about the state of the AR Monitor. Check with your network administrator to see if you must configure the BMC Remedy SNMP Agent and what specific configuration settings you must use. If you do not configure the BMC Remedy SNMP Agent during installation, use the procedure in the Integration Guide, “Simple network management protocol,” page 307, to configure and start the agent later.

Creating logs during installation To create logs during installation, set a DEBUG_MODE global variable equal to the corresponding value of the Debug-mode option, which is defined for the ar.cfg (ar.conf) file. Each bit has a corresponding value. To activate one bit, supply its value for the Debug-mode option. To activate two or more bits, add the values, and supply the total. (For example, to activate bits 1 and 3, use the number 5 because bit 1 has a value of 1, and bit 3 has a value of 4.) To deactivate a bit, subtract its value from the Debug-mode total. The bits are: „

Bit 1 (Value=1)—SQL logging for the arserverd process.

„

Bit 2 (Value=2)—Filter logging for the arserverd process.

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Bit 3 (Value=4)—User logging for the arserverd process.

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Bit 4 (Value=8)—Escalation logging for the arserverd process.

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Bit 5 (Value=16)—API logging for the arserverd process.

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Bit 6 (Value=32)—Thread logging for the arserverd process.

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Bit 7 (Value=64)—Alert logging for the arserverd process.

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Bit 8 (Value=128)—arforkd logging for the arserverd process.

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Bit 9 (Value=256)—Server group logging for the arserverd process.

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Bit 10 (Value=512)—Full text indexing logging.

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Bit 16 (Value=32768)—DSO server logging for the arservdsd process (applicable for Distributed Server Option only).

„

Bit 17 (Value= 65536)—Approval Server logging.

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Bit 18 (Value=131072)—Plug-in logging for the arserverd process.

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For more information about creating other installation logs, see “Using the BMC Remedy AR System Maintenance Tool” on page 211.

To set the DEBUG_MODE variable on Windows 1 Open the System Properties window. 2 Click the Advanced tab. 3 Click the Environment Variables button. 4 Click the New button under the System variables section. 5 In the Variable Name field, enter DEBUG_MODE. 6 In the Variable Value field, enter the value.

For example, to enable SQL and API logging (value 1 + value 16), enter 17. 7 Click OK in the Environment Variables dialog box. 8 Click OK in the System Properties dialog box.

To set the DEBUG_MODE variable on UNIX In a command window, enter the following command: export DEBUG_MODE=option

For example, to enable SQL and API logging (value 1 + value 16), enter: export DEBUG_MODE=17

Full Text Search pre-installation procedures To install Full Text Search (FTS), select the Full Text Search option in the installer.

NOTE If you do not install FTS while installing the AR System server, you can install it later by running the installer again and selecting the FTS option in the installer. If you are upgrading FTS, see “Upgrading FTS from version 7.x to 7.6.04” on page 150.

Approval Server pre-installation procedures „

Because BMC Remedy Approval Server 7.0.00 or later runs as a plug-in, configure your system to start the plug-in server with the BMC Remedy AR System server. This is configured by default. For information about the BMC Remedy AR System Plug-in server, see the Configuration Guide and the Integration Guide, “Plug-ins,” page 105.

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„

„

If you are performing an upgrade installation, BMC recommends that you perform the following activities to preserve customizations: „

Export your approval server customizations to .def and .arx files.

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Back up your customizations to approval server form views.

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Document the approval server workflow you have disabled.

If your BMC Remedy AR System server is configured to run without a portmapper, configure the BMC Remedy AR System server and the plug-in server with the correct port numbers. See these sections in the Configuration Guide: „

“Working with a portmapper service in AR System” on page 32

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“Assigning TCP port numbers to AR System servers” on page 157

„

If you want to install the Approval Server on a server where the BMC Remedy AR System server is already installed, make sure that the BMC Remedy AR System server is running before installing the Approval Server. This allows the Approval Server feature of the installer to verify the version of the BMC Remedy AR System server.

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If you install the Approval Server after you install the BMC Remedy AR System server, restart the BMC Remedy AR System server. This might disrupt the BMC Remedy AR System server access for your users.

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When upgrading from version 7.1.00 to 7.6.04 of the approval server on a nonroot location, to update the definition files successfully, explicitly set the write permissions to the installation folder.

Assignment Engine pre-installation procedures If you want to install the Assignment Engine on a server where the BMC Remedy AR System server is already installed, make sure that the BMC Remedy AR System server is running before installing the Assignment Engine. This allows the Assignment Engine feature of the installer to verify the version of the BMC Remedy AR System server. Then, restart the BMC Remedy AR System server.

WARNING This might disrupt BMC Remedy AR System server access for your users.

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Email Engine pre-installation procedures Before installing Email Engine, make sure that the tasks given in the following section are complete.

Software prerequisites When planning to install Email Engine, remember these tips: „

Install Java runtime environment (JRE) on the machine that will run the Email Engine.

„

If you want to install the Email Engine on a server where the BMC Remedy AR System server is already installed, make sure that the BMC Remedy AR System server is running before installing the Email Engine. This allows the Email Engine feature of the installer to verify the version of the BMC Remedy AR System server.

Windows—Pre-installation tasks Complete the following tasks before you install the Email Engine on Windows.

Environment variables Set any relevant environment variables to control the installation. For example, set the PATH and CLASSPATH environment variables to use the correct version of Java.

Secure Socket Layer option Determine whether your environment requires the Secure Socket Layer (SSL) option. For more information, see the BMC Remedy Email Engine Guide, “Configuring SSL for the Email Engine,” page 45.

MAPI and MBOX mail protocols This section explains how to set up the system if you are using the MAPI or MBOX mail protocols.

NOTE The MAPI protocol for incoming and outgoing mail is disabled for 64-bit JVM. You do not need to prepare the system if you are using the IMAP4, POP3, or SMTP protocols.

NOTE MAPI users (for 32-bit JVM only): If you are upgrading your Email Engine from a previous Email Engine version and you do not need to change your existing MAPI configuration information, you can skip this section.

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To prepare for MAPI NOTE You must be a Windows domain administrator or MS Exchange administrator to perform these steps. 1 Install the MS Exchange server at one of the following locations: „

The same domain as the Email Engine domain

„

A domain with the appropriate trust relationship to the Email Engine domain

2 Install the Exchange client on the computer on which you plan to install the Email

Engine. The client contains the libraries that the email protocols will use. For more information about the compatible clients for the Email Engine, see the product compatibility matrix at http://www.bmc.com/support. 3 Create and configure a Windows domain account: a Create a Windows domain user account at one of the following locations: „

On the same domain as the Email Engine

„

On a domain with appropriate trust relationships

Note the name of the users: „

Windows—Incoming mailbox: Server user

„

Windows—MAPI logon settings: Windows NT user

b Assign group and domain membership to the domain user account at one of the

following locations: „

On the same domain as the Email Engine (Give group membership to the local administrator’s group [active directories only].)

„

On a domain with appropriate trust relationships (Give domain membership to the Email Engine domain or the Exchange Server domain.)

c Grant the domain user the following advanced rights on the computer where

you plan to install the Email Engine: „

Act as part of the operating system

„

Log on as a service

NOTE Active directories only: Make sure that the Effective Rights option shares the correct advanced rights.

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4 Create and configure a MS Exchange profile: a Log in as the domain user on the computer where you plan to install the Email

Engine, and create a MS Exchange email profile. b Configure the profile to: „

Work exclusively with the Email Engine.

„

Be accessible by the Windows domain user account you created earlier in the “Create and configure a Windows domain account” sub section.

„

Point to the MS Exchange server and mailbox.

5 Check your profile setup. 6 From the computer where you plan to install the Email Engine, log in as the

domain user that you created earlier. 7 Using the MS Outlook client, send and receive emails to verify that the Exchange

profile is functioning correctly.

To prepare the system for using the MBOX protocol 1 Create an email account and account user. 2 Give the email account user full read and write permissions to relevant directories

and files. 3 Verify that the account can send and receive emails.

For information about UNIX mailboxes, see the BMC Remedy Email Engine Guide, “Setting up UNIX mailboxes,” page 213.

UNIX—Pre-installation tasks Complete the following steps before you install the Email Engine on UNIX.

Upgrade of the Email Engine Use the emaild.sh stop command to stop the existing Email Engine before you install the new Email Engine. If you do not stop the existing Email Engine, none of the open Email Engine files and libraries will be updated. If the emaild.sh stop command fails to stop the Email Engine, comment out the startup of the Email Engine in the /etc/arsystem/hostName/armonitor.conf file, and then stop and restart the BMC Remedy AR System server. (For more information, see “Email Engine post-installation procedures” on page 169.)

Setting up UNIX mailboxes Use the following procedure to establish a mailbox address for the UNIX Email Engine. These are meant only as generic guidelines. If you have questions about the implementation, consult your UNIX system administrator for details.

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To set up the BMC Remedy AR System mailbox, you must have UNIX superuser (root user) access on the UNIX server.

To set up UNIX mailboxes 1 Set up an ARSystem user account in the /etc/passwd file, as in the following

example (new entry in bold): root:x:0:1:0000-Admin(0000):/:/sbin/sh daemon:x:1:1:0000-Admin(0000):/: bin:x:2:2:0000-Admin(0000):/usr/bin: sys:x:3:3:0000-Admin(0000):/: adm:x:4:4:0000-Admin(0000):/var/adm: lp:x:71:8:0000-lp(0000):/usr/spool/lp: smtp:x:0:0:mail daemon user:/: uucp:x:5:5:0000-uucp(0000):/usr/lib/uucp: listen:x:37:4:Network Admin:/usr/net/nls: nobody:x:60001:60001:uid no body:/: noaccess:x:60002:60002:uid no access:/: ARSystem:x:50:10:AR System mail user:/home/ARSystem:/bin/sh 2 Edit the /etc/aliases file and add the alias ARSystem with the mailbox of /usr/ spool/mail/ARSystem, as follows: /etc/aliases file ####################### # Local aliases below # ####################### # Email Alias for AR System mailbox ARSystem:/usr/spool/mail/ARSystem

You can also choose a different name, if required. Verify this step for your UNIX operating system; it might be different for your platform. In particular, the path to your mail folder might be different from /usr/ spool/mail/.

NOTE On some UNIX platforms, you need to run the newaliases command to have the ARSystem aliases recognized. See your UNIX system administration documentation or UNIX system administrator if you have questions or problems. The /usr/spool/mail email directory will vary between UNIX platforms. 3 Create the mailbox file you defined for this user in the /etc/aliases file or /usr/ lib/aliases file (HPUX), by using the following command: # touch /usr/spool/mail/ARSystem 4 Change the group name to daemon, or to the owner of the mailbox alias name, as

in the following example: # chgrp daemon /usr/spool/mail/ARSystem

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NOTE The group name varies between UNIX platforms. For most UNIX platforms, it is the group daemon, while on HPUX, it is mail. To verify the proper group name to use, check the group name for the mail directory by using the command ls -ldg. 5 Change the mailbox permissions to provide read and write access for all, as in the

following example: # chmod 666 /usr/spool/mail/ARSystem ls -laF /usr/spool/mail/ARSystem -rw-rw-rw-- 1 daemon 0 May 30 16:55 /usr/spool/mail/ARSystem

Installing as a non-root user NOTE BMC recommends that you do not install the Email Engine as a non-root user. However, if you want to install the Email Engine as a non-root user, provide the non-root user permission to the MBOX mail directory and all its contents. After installing the Email Engine, review the manualInstall.txt file and modify the logging. properties and javamail.providers files as described in mannulInstall.txt. The manualInstall.txt file is located in ARSystemInstallDir/ nonRootUserDirectory/serverName/manualInstall. For information about installing BMC Remedy AR System as a non-root user, see “Installing as a non-root user” on page 58.

Flashboards pre-installation procedures When planning to install Flashboards, remember these tips: „

Install Java runtime environment (JRE) on the machine that will run Flashboards.

„

If you want to install BMC Remedy Flashboards on a server where the BMC Remedy AR System server is already installed, make sure that the BMC Remedy AR System server is running before installing Flashboards. This allows the Flashboards feature of the installer to verify the version of the BMC Remedy AR System server.

Perform the following steps before upgrading BMC Remedy Flashboards: 1 Stop the BMC Remedy Flashboards server. 2 Set the startup type to Manual and restart the machine.

Upgrade to BMC Remedy Flashboards 7.6.04 and then start the BMC Remedy Flashboards server.

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Mid Tier pre-installation procedures TIP For best results, install BMC Remedy Mid Tier on a separate computer from the BMC Remedy AR System server. BMC Remedy Mid Tier requires 32-bit JVM and JDK if the web server is 32-bit or is running in 32-bit mode. You can specify this exception in the installer if required for your installation.

Deciding how to install the mid tier BMC recommends that you use the BMC Remedy AR System suite installer to install the mid tier as outlined in this guide. Alternatively, you can use a .war file that is bundled with the installer files. (A .war file is available for each supported web server.) For more information, see Appendix E, “Configuring your web server and installing BMC Remedy Mid Tier with a .war file”.

Deciding which JSP engine to use You can install the mid tier on UNIX or Windows with the Tomcat JSP engine, which is bundled with the mid tier. That is the most common method. Or you can install the mid tier only and use your own JSP engine. For a complete list of supported configurations, see the compatibility matrix at http://www.bmc.com/support.

What the installer does When you install BMC Remedy Mid Tier with the suite installer, the following optional features are installed (if you select them): „

Tomcat JSP engine—The Tomcat JSP engine is installed in ARSystemInstallDir\serverID\tomcat. In BMC Remedy AR System 7.6.04, you can install Tomcat version 6.0. If you select this option, the installer checks for versions of Tomcat and displays messages accordingly.

NOTE BMC recommends that you install Tomcat version 6.0.

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„

If no version of Tomcat is detected—You can either install Tomcat version 6.0 using the BMC Remedy Mid Tier installer or choose not to install Tomcat.

„

If an unsupported version of Tomcat (for example, version 5.0) is detected— The installer displays a message indicating that you need to install the supported Tomcat version before continuing with the installation.

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Mid Tier pre-installation procedures

„

If a supported version of Tomcat (for example, version 5.5) is detected—A message is displayed indicating that the supported version of Tomcat is already present and you have the option of installing Tomcat version 6.0 or you can use version 5.5.

NOTE If you install Tomcat version 6.0, version 5.5 is not uninstalled; another instance of Tomcat (version 6.0) is installed. „

„

If a supported version of Tomcat (for example, version 6.0) is detected—BMC Remedy Mid Tier installation continues.

The required BMC Remedy ODBC DLLs and driver for Crystal Reports (Windows only) You must have BusinessObjects Enterprise XI (BOXI) to run Crystal Reports.

NOTE The BOXI option appears if you are installing BMC Remedy Mid Tier.

IMPORTANT In release 7.6.04, AR System supports only version 3.1 of BusinessObjects XI. If you are using Crystal Reports with AR System and have an earlier version of BusinessObjects XI installed, you must upgrade BusinessObjects XI to version 3.1 before installing AR System 7.6.04. When you upgrade the mid tier, the installer replaces your ODBC driver with the latest one. „

The ARWebReportViewer application if you have BusinessObjects Enterprise-XI installed (This application is for Windows only) You can install the ARWebReportViewer alone on a separate server. (Run the suite installer, and choose only the AR Crystal Web Application option.) For more information, see the BMC Remedy Mid Tier Guide.

The minimum free space requirements for mid tier are as follows: „

120000 KB during installation

„

40000 KB after installation

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Installing components and patches for the mid tier Before you install the mid tier, install the following components. See the preinstallation considerations (if any) for these components in the sections that follow. Table 4-2: Components to install before you install the mid tier Component

More information

Java Software Developer’s Kit (SDK) with the public Java runtime environment (JRE)

An SDK that is available from the appropriate third-party vendor’s site.

Web server

See the compatibility matrix at http://www.bmc.com/support for a complete list of supported web servers.

BMC Remedy AR System server

The BMC Remedy AR System server can be installed locally, but the mid tier is typically installed on a separate computer with network access to the server.

(Optional) Reporting tool

If you are running Crystal Reports on the Web, install one of the following tools: „ „

BusinessObjects Enterprise XI (recommended) Crystal Reports Server XI

Crystal Web Component Server (which requires advance configuration) is available from http://www.businessobjects.com/. If this server is installed remotely, share the mid tier installation directory with the remote Crystal Server, specifying the full path to this directory. Make a note of this directory path if you are accessing Crystal Web Component Server over a network. For more information, see the BMC Remedy Mid Tier Guide, “Configuring AR System for Web and AR System reports,” page 95. (Optional) Home Page The home page form displays entry points on a given server or server group. The server home-page server must be a BMC Remedy AR System server and can be configured as a home-page server. For more information, see the Form and Application Objects Guide, “Defining entry points and home pages,” page 433. (Optional) Preference server

The preference server must be a BMC Remedy AR System server, must be configured to be a preference server, and must be entered in the list of BMC Remedy AR System servers. For more information, see the Configuration Guide, “User preferences and customizations,” page 82.

(Optional) JavaServer Pages (JSP) engine

If you are not using the Tomcat JSP engine that is bundled with the mid tier installation, you must install and enable your supported JSP engine before you install the mid tier. For a list of supported JSP engines, see the compatibility matrix at http://www.bmc.com/support.

The appropriate patches for your configuration

See the Downloads & Patches link at http://www.bmc.com/support.

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Installing the AR Crystal Web Application If you have BusinessObjects Enterprise XI installed on the system, you can select the AR Crystal Web Application option under the Mid Tier option of the suite installer. If you choose to install the AR Crystal Web Application, the ARWebReportViewer application is installed. This application is used to enable users to view Crystal Reports. If you want to run BusinessObjects Enterprise XI on a different machine than the mid tier, you must install ARWebReportViewer separately. For more information about the ARWebReportViewer application, see the BMC Remedy Mid Tier Guide.

Preparing your web server The following table outlines the tasks necessary to prepare your web server for use with the BMC Remedy Mid Tier (depending on the JSP engine you will use). Table 4-3: Steps to prepare your web server Web server

JSP engine

Steps to follow

Apache

Tomcat

See “To prepare an Apache server before installing the mid tier” on page 79.

IIS

Tomcat

No pre-requisite steps are necessary.

Other

Tomcat

No pre-requisite steps are necessary.

Other

JBOSS

No pre-requisite steps are necessary.

Apache or IIS

ServletExec

No pre-requisite steps are necessary.

Other

Other

For an Oracle Application Server, BEA WebLogic, or IBM® WebSphere web server, see Appendix E, “Configuring your web server and installing BMC Remedy Mid Tier with a .war file”

To prepare an Apache server before installing the mid tier 1 Make sure you have root permissions to the Apache web server that allow you to

write to all relevant files and directories. For example, make sure you have access to the /usr/conf/httpd.conf file. 2 If you are upgrading and the existing mid tier was installed with a Group ID value of #-1 (default value), modify the ApacheInstallDirectory/conf/httpd.conf

file. Use an editor such as vi and look for the Group identifier. If you see Group #-1, change it to the valid group and save the file. 3 Make sure that the DSO option on your Apache installation is enabled. For this,

enter the following command to see the list of modules after Apache has been installed: ApacheInstallDir/bin/httpd -l

If this list contains the mod_so.c entry, then the DSO is enabled.

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4 To minimize security exposure, include umask 077 in the web server start

sequence. Using umask 077 makes sure that files created by the web server processes will be owned and can only be used by the user who runs that web server.

BMC Remedy Developer Studio pre-installation procedures When planning to install BMC Remedy Developer Studio, remember these tips: „

Install Java runtime environment (JRE) on the machine that will run BMC Remedy Developer Studio.

NOTE The OLE Automation action is disabled for 64-bit JVM. „

If you are connecting to servers in different locales, install a multi-language version of JRE.

„

BMC Remedy Developer Studio requires a minimum of 512 MB of RAM. Without this amount of space, you will receive an error message. If you have at least 512 MB of RAM but you receive errors regarding space issues (for example, if you try to open many objects at once), change the –Xmx512m setting in the devstudio.ini file to increase the space. For example, if you have at least 1 GB, change this setting to -Xmx1024m.

„

Select the Localization Toolkit option if you want to install the toolkit. For more information, see the Form and Application Objects Guide, “Using the localization toolkit to localize your applications,” page 601.

BMC Remedy User and BMC Remedy Alert pre-installation procedures BMC recommends that you read through the following sections before installing BMC Remedy User and BMC Remedy Alert.

Determining the user configuration directory The user configuration directory (also known as the Home directory) stores definition folders and user-specific configurations, such as preferences and saved searches.

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When you install BMC Remedy AR System clients for the first time, the installers prompt you to create a user configuration directory in a location that you specify. When you upgrade, the installers prompt you to identify an existing user configuration directory. (By default, on Windows XP, the default Home directory is C:\Documents and Settings\userName\Application Data\AR System\HOME. On Microsoft Windows Vista, the default Home directory is C:\Users\LoginName\AppData\Roaming\AR System\Home.) 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 the BMC Remedy AR System server to verify the installation and create additional user accounts.

Viewing Crystal Reports in BMC Remedy User To view Crystal Reports in BMC Remedy User, select the “Crystal Reports” installation option when installing BMC Remedy User. The installer installs the Crystal Reports XI reader libraries along with BMC Remedy User.

Uninstalling existing client versions Before you install a BMC Remedy AR System client (namely, BMC Remedy User and BMC Remedy Alert), uninstall the existing version. Before you uninstall a BMC Remedy AR System client: „

Save the reports, macros, or searches to another directory.

„

Check to see if your installed copy of the client is installed in its own directory. If it is, remove the entire directory when prompted to do so by the uninstaller, and reboot your computer before you install the new client.

„

Check to see if your previously installed clients are present in the C:\Program Files\BMC Software\AR System\Home directory. If these clients are installed in this directory, do not choose to remove the entire directory when the uninstallation program prompts you to.

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Chapter

5

Installation worksheets

The suite installer lets you to choose the BMC Remedy AR System features you want to install. Several of the features require that you enter parameters such as the file location information. This chapter includes a worksheet for each feature that requires information to complete the installation. The following topics are provided: „ „ „ „ „ „ „ „ „ „ „

All features worksheet (page 84) Pre-installation checks worksheet (page 85) BMC Remedy AR System server worksheet (page 86) BMC Remedy Approval Server worksheet (page 101) BMC Remedy Assignment Engine worksheet (page 101) BMC Remedy Email Engine worksheet (page 102) BMC Remedy Flashboards worksheet (page 105) BMC Remedy Mid Tier worksheet (page 106) BMC Remedy User and BMC Remedy Alert worksheet (page 109) BMC Remedy Developer Studio worksheet (page 110) BMC Remedy Data Import worksheet (page 111)

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All features worksheet Table 5-1: BMC Remedy AR System worksheet for all features Installation parameter

Value

Destination Directory Path to where you want to install all the features. If you are installing another BMC Remedy AR System server on the same computer, enter a new directory path in which to install the files. The default path is C:\Program Files\BMC Software\ARSystem for Windows and /opt/ bmc/ARSystem/ for UNIX®. Minimal or Custom Setup?

Minimal Setup Custom Setup

Features to Install (Custom Setup only)

AR System Components AR System Server AREA LDAP Directory Service Authentication ARDBC LDAP Directory Data Access Web Services Plugin Simple Network Management Protocol (SNMP) Configuration Full Text Search (FTS) Configuration Approval Server Assignment Engine Email Engine Flashboards Mid Tier AR System Clients BMC Remedy User Crystal Reports ODBC BMC Remedy Alert BMC Remedy Developer Studio Localization Toolkit BMC Remedy Data Import

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Pre-installation checks worksheet From the BMC Remedy AR System 7.6.03 release, some pre-installation checks are added. These pre-installation checks make sure that the user inputs are valid. If any following pre-installation check is not satisfied, a validation warning is displayed.

NOTE During GUI installation, the Next button is not disabled and the installation continues, but the installation might fail. During silent installation, the validation warnings are logged, but the installation continues. Table 5-2: BMC Remedy AR System pre-installation worksheet (Sheet 1 of 2) Installation parameter

Value

Operating system type and version

See the compatibility matrix on the BMC The operating system type and version that you will be using Remedy Customer Support website (http:// www.bmc.com/support). for the BMC Remedy AR System installation. If you do not select a supported operating system and version, a warning message is displayed recommending that you select the minimum supported version or a later version. Permissions for a non-root user

See “Installing as a non-root user” on page 58.

The permissions that you need to provide to the non-root user. Database server type

See the compatibility matrix on the BMC The database you will be using as the foundation for the BMC Remedy Customer Support website (http:// www.bmc.com/support). Remedy AR System server. If you do not select a supported database server type, a warning message is displayed stating that the selected database type is not supported on the selected operating system. Database client version The database client version that you will be using while installing BMC Remedy AR System.

See the compatibility matrix on the BMC Remedy Customer Support website (http:// www.bmc.com/support).

Disk space

See Chapter 2, “Roadmap and requirements”.

Disk space that is required for BMC Remedy AR System and its components. Note: The warning message specifies the available and

required disk space based on the selected components.

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Table 5-2: BMC Remedy AR System pre-installation worksheet (Sheet 2 of 2) Installation parameter

Value

Total available and free physical memory (RAM)

See, Chapter 2, “Roadmap and requirements” and Chapter 4, “Pre-installation procedures”.

Available and free RAM based on the minimum required values and the components selected for installation. Data execution prevention (DEP) configuration Configure the DEP feature before you run the BMC Remedy AR System installer.

See “Preparing to run the installer on a Windows system” on page 52.

Note: If you do not configure DEP before installation, an

installer panel appears listing the steps required to handle these issues.

BMC Remedy AR System server worksheet Initial panels Table 5-3: BMC Remedy AR System server worksheet—Initial panels (Sheet 1 of 2) Installation parameter JRE Path The path for the 32-bit or 64-bit Java Runtime Environment (JRE) that you want the BMC Remedy AR System server and its Java plug-in server to use. The path should specify the location of the appropriate jre directory (for example, / opt/java1.5/jre). Do not specify the path to the subdirectory that contains the 32-bit JRE binaries. The installer will automatically find that directory. JDK Path The path for the Java Development Kit (JDK) that you want the BMC Remedy Mid Tier to use. This path should specify the location of the appropriate jdk directory (for example, /opt/java1.5/jdk). Note: This field appears only if you are also installing the mid

tier on the same computer as the BMC Remedy AR System server. Existing AR System Servers If a server is already installed on the computer, you are prompted to upgrade or overwrite an existing server or to install a new server. Java Plug-in Server TCP Port Number A unique port number that is not used by any other program. Note: This port number must be greater than 1024.

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Value

BMC Remedy AR System server worksheet

Table 5-3: BMC Remedy AR System server worksheet—Initial panels (Sheet 2 of 2) Installation parameter

Value

Register with the Portmapper

Yes No

AR System Server TCP Port Number AR System Server Plug-in TCP Port Number Database Type

IBM® DB2®

The database you will be using as the foundation for the BMC Remedy AR System server.

Oracle® Microsoft SQL Informix Sybase

Configure Atrium SSO

„

Select this option to configure the AR System server with the Atrium SSO server.

„

Note: If you choose not to configure the Atrium SSO server

„

during the installation, you can configure it later using the Atrium SSO Integration tab on the AR System Administration: Server Information form.

„

„

Atrium-SSO-Location Atrium-SSO-Admin-User Atrium-SSO-Admin-Password Atrium-SSO-Keystore-Path Atrium-SSO-Keystore-Password

IBM DB2 database panels for BMC Remedy AR System installation Table 5-4: BMC Remedy AR System server worksheet—IBM DB2 database panels (Sheet 1 of 3) Installation parameter

Value

Database Client Home Path (UNIX only) Host Name or IP Address Host name or IP address of the database server. The computer from which you are installing must be able to connect (“ping”) to the name or address you provide. (The server host name does not need to be a fully qualified host name.) Additionally, make sure that your database server and BMC Remedy AR System server host are registered to the Domain Name Server (DNS). For more information, ask your system administrator. DB2 Instance Name AR System Server DB Port AR System Server DB Alias Name For new installations, enter a name for the database alias that the installer will create. For upgrades, enter the name of the database alias name.

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Table 5-4: BMC Remedy AR System server worksheet—IBM DB2 database panels (Sheet 2 of 3) Installation parameter BMC Remedy AR System Server DB Login ID User name of the administrator who has the permission to create and modify BMC Remedy AR System objects. The default is the user who logged in and initiated the installation. Do not change it. Make sure that this user is part of the following IBM DB2 groups: db2iadm1, db2fadm1, db2asgrp. Note: Use the operating system user name and password. Note: If you are running multiple instances of the BMC

Remedy AR System server on this computer, you must have a different login for each BMC Remedy AR System server instance. AR System Server DB Password The default is AR#Admin#, but you can enter another name in this field. The default password might not follow your company’s standards. (If you use another password, make sure you remember it.) If a password already exists, enter that password. AR System Server User Name The default user name for the administrator is Demo. You can use this name or change it now, or you can change the user name in the User form after the installation. See the Configuration Guide. AR System Server Password The BMC Remedy AR System Administrator password is blank. You can leave it as is or change it now, or you can change the password in the User form after the installation. See the Configuration Guide. AR System Server TCP Port If you choose to install BMC Remedy AR System server, this field displays the BMC Remedy AR System Server TCP Port Number you entered in the BMC Remedy AR System Portmapper and TCP Port Information panel. You can not edit this value. If you choose to install BMC Remedy AR System serverdependent features like Approval Server or Assignment Engine without selecting BMC Remedy AR System server, you must provide the TCP port number to connect to an existing BMC Remedy AR System server. If the port number is incorrect or the attempt to connect to the server fails, the installation will not proceed. AR System Server Name Alias Make sure that the server is registered in the DNS server and that you can use the ping command to connect to it.

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Value

BMC Remedy AR System server worksheet

Table 5-4: BMC Remedy AR System server worksheet—IBM DB2 database panels (Sheet 3 of 3) Installation parameter

Value

Host Name or IP Address The host name of the physical system on which the BMC Remedy AR System server will be installed. The host name might not match the server alias because you can have multiple aliases for each system. Type of Installation

Upgrade Overwrite Server Group

Unicode Character Strings

Unicode Character Strings

Select this option if you are installing on a Unicode database. Type of Tablespace

SMS DMS

BMC Remedy AR System Tablespace Name Container Name For DMS, enter the full path ending with the container name (for example:, /data1/data/arsys). For SMS, enter the container name (for example, arsys), or enter the full path name. Container Size (MB) BMC Remedy AR System Temp Tablespace Name Temp Container Name For DMS, enter the full path ending with the container name (for example, /data1/data/artmpf). For SMS, enter the container name (for example, artmpf), or enter the full path name. Temp Container Size (MB)

Oracle database panels for BMC Remedy AR System installation Table 5-5: BMC Remedy AR System server worksheet—Oracle database panels (Sheet 1 of 4) Installation parameter

Value

Database Client Home Path (UNIX only) Host Name or IP Address Host name or IP address of the database server. The computer from which you are installing must be able to connect (“ping”) to the name or address you provide. (The server host name does not need to be a fully qualified host name.) Additionally, make sure that your database server and BMC Remedy AR System server host are registered to the Domain Name Server (DNS). For more information, ask your system administrator.

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Table 5-5: BMC Remedy AR System server worksheet—Oracle database panels (Sheet 2 of 4) Installation parameter

Value

Oracle Listener Port For example, the default for Oracle is 1521. Oracle Connection Identifier The Oracle alias entry in the tnsnames.ora file. To find the Oracle alias entry, open in the tnsnames.ora file (located in ORACLE_HOME/network/admin or the location where the TNS_ADMIN environment variable is pointing), and find the alias entry. For example, support.abccompany.com. You can run tnsping followed by the alias name to confirm whether the alias is correct. For example: # tnsping support.abccompany.com or # tnsping support Note: For tnsping to run on UNIX, consult with your database

administrator to set the Oracle environment. Oracle SID or Oracle Service Name

Oracle SID Oracle Service Name

Oracle SID or Oracle Service Name Your DBA created and named this service name when installing the database. BMC Remedy AR System Server DB Login ID User name of the administrator who has permission to create and modify BMC Remedy AR System objects. The default is ARAdmin, but you can enter another name in this field. (If you use another name, make sure you remember it.) Note: If you are running multiple instances of the BMC Remedy

AR System server on this computer, you must have a different login for each BMC Remedy AR System server instance. AR System Server DB Password The default is AR#Admin#, but you can enter another name in this field. The default password might not follow your company’s standards. (If you use another password, make sure you remember it.) If a password already exists, enter that password. Directory Path for tnsnames.ora File This field appears only if the installer cannot find it on ORACLE_HOME. Note: The installer verifies if the tnsnames.ora file is present

in either the ORACLE_HOME or the TNS_ADMIN directory. If the file cannot be found, a warning message is displayed.

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Table 5-5: BMC Remedy AR System server worksheet—Oracle database panels (Sheet 3 of 4) Installation parameter

Value

AR System Server User Name The default user name for the administrator is Demo. You can use this name or change it now, or you can change the user name in the User form after the installation. See the Configuration Guide. AR System Server Password The BMC Remedy AR System Administrator password is blank. You can leave it as is or change it now, or you can change the password in the User form after the installation. See the Configuration Guide. AR System Server TCP Port If you choose to install BMC Remedy AR System server, this field displays the BMC Remedy AR System Server TCP Port Number you entered in the BMC Remedy AR System Portmapper and TCP Port Information panel. You can not edit this value. If you choose to install BMC Remedy AR System serverdependent features like Approval Server or Assignment Engine without selecting BMC Remedy AR System server, you must provide the TCP port number to connect to an existing BMC Remedy AR System server. If the port number is incorrect or the attempt to connect to the server fails, the installation will not proceed. AR System Server Name Alias Make sure that the server is registered in the DNS server and that you can use the ping command to connect to it. Host Name or IP Address The host name of the physical system on which the BMC Remedy AR System server will be installed. The host name might not match the server alias because you can have multiple aliases for each system. Type of Installation

Upgrade Overwrite Server Group

Database Administrator User Name Database Administrator Password Note: The following fields do not appear if you pre-create the

database or if you are upgrading BMC Remedy AR System. BMC Remedy AR System Tablespace Name Datafile Name Datafile Size (MB) Logfile Size (MB)

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Table 5-5: BMC Remedy AR System server worksheet—Oracle database panels (Sheet 4 of 4) Installation parameter New Temp Tablespace? (Optional)

Value New Temp Tablespace

BMC Remedy AR System Temp Tablespace Name (Optional) Temp Datafile Name (Optional) Temp Datafile Size (MB) (Optional)

Microsoft SQL Server database panels for BMC Remedy AR System installation Table 5-6: BMC Remedy AR System server worksheet—Microsoft SQL Server database panels (Sheet 1 of 3) Installation parameter Authentication

Value Windows Authentication SQL Server Authentication

Unicode Character Strings Select this option if you are installing on a Unicode database. Host Name or IP Address Host name or IP address of the database server. The computer from which you are installing must be able to connect (“ping”) to the name or address you provide. (The server host name does not need to be a fully qualified host name.) Additionally, make sure that your database server and BMC Remedy AR System server host are registered to the Domain Name Server (DNS). For more information, ask your system administrator. AR System Server DB Port For example, the default for SQL Server is 1433. AR System Server DB Instance Name Your DBA created and named this instance. AR System Server DB Name Name of the BMC Remedy AR System server database (for example, arsystem). BMC Remedy AR System Server DB Login ID User name of the administrator who has permission to create and modify BMC Remedy AR System objects. The default is ARAdmin, but you can enter another name in this field. (If you use another name, make sure you remember it.) Note: If you are running multiple instances of the BMC Remedy

AR System server on this computer, you must have a different login for each BMC Remedy AR System server instance.

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Table 5-6: BMC Remedy AR System server worksheet—Microsoft SQL Server database panels (Sheet 2 of 3) Installation parameter

Value

AR System Server DB Password The default is AR#Admin#, but you can enter another name in this field. The default password might not follow your company’s standards. (If you use another password, make sure you remember it.) If a password already exists, enter that password. Windows Login This appears when the SQL Server database is used and the “Windows Authentication” option is selected. Windows Password This appears when the SQL Server database is used and the “Windows Authentication” option is selected. AR System Server User Name The default user name for the administrator is Demo. You can use this name or change it now, or you can change the user name in the User form after the installation. See the Configuration Guide. AR System Server Password The BMC Remedy AR System Administrator password is blank. You can leave it as is or change it now, or you can change the password in the User form after the installation. See the Configuration Guide. AR System Server TCP Port If you choose to install BMC Remedy AR System server, this field displays the BMC Remedy AR System Server TCP Port Number you entered in the BMC Remedy AR System Portmapper and TCP Port Information panel. You can not edit this value. If you choose to install BMC Remedy AR System serverdependent features like Approval Server or Assignment Engine without selecting BMC Remedy AR System server, you must provide the TCP port number to connect to an existing BMC Remedy AR System server. If the port number is incorrect or the attempt to connect to the server fails, the installation will not proceed. AR System Server Name Alias Make sure that the server is registered in the DNS server and that you can use the ping command to connect to it. Host Name or IP Address The host name of the physical system on which the BMC Remedy AR System server will be installed. The host name might not match the server alias because you can have multiple aliases for each system.

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Table 5-6: BMC Remedy AR System server worksheet—Microsoft SQL Server database panels (Sheet 3 of 3) Installation parameter Type of Installation

Value Upgrade Overwrite Server Group

Database Administrator User Name Database Administrator Password Note: The following fields do not appear if you pre-create the

database or if you are upgrading BMC Remedy AR System. AR System Database Name Datafile Name Datafile Size (MB) Logfile Name Logfile Size (MB)

Informix database panels for BMC Remedy AR System installation Table 5-7: BMC Remedy AR System server worksheet—Informix database panels (Sheet 1 of 3) Installation parameter Database Client Home Path (UNIX only) Host Name or IP Address Host name or IP address of the database server. The computer from which you are installing must be able to connect (“ping”) to the name or address you provide. (The server host name does not need to be a fully qualified host name.) Additionally, make sure that your database server and BMC Remedy AR System server host are registered to the Domain Name Server (DNS). For more information, ask your system administrator. AR System Server DB Port AR System Server DB Instance Name Informix server name. AR System Server DB Name Name of the BMC Remedy AR System server database (for example, arsystem). Informix Configuration Name Name of the Informix database space. The default is rootdbs. Alternatively, you can create a new database space prior to installation.

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Value

BMC Remedy AR System server worksheet

Table 5-7: BMC Remedy AR System server worksheet—Informix database panels (Sheet 2 of 3) Installation parameter

Value

BMC Remedy AR System Server DB Login ID User name of the administrator who has permission to create and modify BMC Remedy AR System objects. The default is ARAdmin, but you can enter another name in this field. (If you use another name, make sure you remember it.) Note: If you are running multiple instances of the BMC Remedy

AR System server on this computer, you must have a different login for each BMC Remedy AR System server instance. AR System Server DB Password The default is AR#Admin#, but you can enter another name in this field. The default password might not follow your company’s standards. (If you use another password, make sure you remember it.) If a password already exists, enter that password. AR System Server User Name The default user name for the administrator is Demo. You can use this name or change it now, or you can change the user name in the User form after the installation. See the Configuration Guide. AR System Server Password The BMC Remedy AR System Administrator password is blank. You can leave it as is or change it now, or you can change the password in the User form after the installation. See the Configuration Guide. AR System Server TCP Port If you choose to install BMC Remedy AR System server, this field displays the BMC Remedy AR System Server TCP Port Number you entered in the BMC Remedy AR System Portmapper and TCP Port Information panel. You can not edit this value. If you choose to install BMC Remedy AR System serverdependent features like Approval Server or Assignment Engine without selecting BMC Remedy AR System server, you must provide the TCP port number to connect to an existing BMC Remedy AR System server. If the port number is incorrect or the attempt to connect to the server fails, the installation will not proceed. AR System Server Name Alias Make sure that the server is registered in the DNS server and that you can use the ping command to connect to it.

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Table 5-7: BMC Remedy AR System server worksheet—Informix database panels (Sheet 3 of 3) Installation parameter

Value

Host Name or IP Address The host name of the physical system on which the BMC Remedy AR System server will be installed. The host name might not match the server alias because you can have multiple aliases for each system. Type of Installation

Upgrade Overwrite Server Group

Database Administrator User Name Database Administrator Password Unicode Character Strings

Unicode Character Strings

Select this option if you are installing on a Unicode database. Informix Dbspace This is an optional field. If you do not enter a value, the database is created with the root Dbspace.

Sybase database panels for BMC Remedy AR System installation Table 5-8: BMC Remedy AR System server worksheet—Sybase database panels (Sheet 1 of 3) Installation parameter

Value

Database Client Home Path (UNIX only) Unicode Character Strings Select this option if you are installing on a Unicode database. Host Name or IP Address Host name or IP address of the database server. The computer from which you are installing must be able to connect (“ping”) to the name or address you provide. (The server host name does not need to be a fully qualified host name.) Additionally, make sure that your database server and BMC Remedy AR System server host are registered to the Domain Name Server (DNS). For more information, ask your system administrator. AR System Server DB Port AR System Server DB Server Name Your DBA created and named this server.

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Unicode Character Strings

BMC Remedy AR System server worksheet

Table 5-8: BMC Remedy AR System server worksheet—Sybase database panels (Sheet 2 of 3) Installation parameter

Value

BMC Remedy AR System Server DB Login ID User name of the administrator who has permission to create and modify BMC Remedy AR System objects. The default is ARAdmin, but you can enter another name in this field. (If you use another name, make sure you remember it.) Note: If you are running multiple instances of the BMC Remedy

AR System server on this computer, you must have a different login for each BMC Remedy AR System server instance. AR System Server DB Password The default is AR#Admin#, but you can enter another name in this field. The default password might not follow your company’s standards. (If you use another password, make sure you remember it.) If a password already exists, enter that password. AR System Server User Name The default user name for the administrator is Demo. You can use this name or change it now, or you can change the user name in the User form after the installation. See the Configuration Guide. AR System Server Password The BMC Remedy AR System Administrator password is blank. You can leave it as is or change it now, or you can change the password in the User form after the installation. See the Configuration Guide. AR System Server TCP Port If you choose to install BMC Remedy AR System server, this field displays the BMC Remedy AR System Server TCP Port Number you entered in the BMC Remedy AR System Portmapper and TCP Port Information panel. You can not edit this value. If you choose to install BMC Remedy AR System serverdependent features like Approval Server or Assignment Engine without selecting BMC Remedy AR System server, you must provide the TCP port number to connect to an existing BMC Remedy AR System server. If the port number is incorrect or the attempt to connect to the server fails, the installation will not proceed. AR System Server Name Alias Make sure that the server is registered in the DNS server and that you can use the ping command to connect to it.

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Table 5-8: BMC Remedy AR System server worksheet—Sybase database panels (Sheet 3 of 3) Installation parameter

Value

Host Name or IP Address The host name of the physical system on which the BMC Remedy AR System server will be installed. The host name might not match the server alias because you can have multiple aliases for each system. Type of Installation

Upgrade Overwrite Server Group

Database Administrator User Name Database Administrator Password AR System Server DB Name Name of the BMC Remedy AR System server database (for example, arsystem). Data File Name with Path Enter the absolute path and full name of the data file Datafile Size (MB) Log File Name with Path Enter the absolute path and full name of the log file Logfile Size (MB)

Final panels Table 5-9: BMC Remedy AR System server worksheet—Final panels (Sheet 1 of 4) Installation parameter PASSWORDS Local DSO User Password Application Service Password Mid-Tier Administration Password OTHER PORTS The following fields appear only if you are installing Flashboards or Email Engine. Flashboards Server RMI Port Flashboards Server RPC Program Number Email Engine RMI Port Email Engine Server RPC Program Number

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Value

BMC Remedy AR System server worksheet

Table 5-9: BMC Remedy AR System server worksheet—Final panels (Sheet 2 of 4) Installation parameter

Value

STARTUP OPTIONS Startup Options The options are: „

„

Automatic Startup Manual Startup

Automatic Startup—Start the services automatically after every reboot. Manual Startup—Do not start the services automatically after every reboot.

LOCALIZATION Localized Views (in addition to English)

Spanish

Note: If you are upgrading, the installer does not detect the

French

languages previously installed for BMC Remedy AR System. You must manually select the languages you want to install.

Korean German Italian Japanese Russian Simplified Chinese

Data Language

English Spanish French Korean German Italian Japanese Russian Simplified Chinese

SNMP System Location Information Physical location of the computer where the SNMP agent is installed. Administrator Contact Information Contact information (such as telephone number) for the SNMP agent administrator SNMP Agent Port The unique port address that network management stations use to connect to the Agent. Note: Do not use port 161 because many computers are

equipped with an SNMP Agent that uses the 161 port as the default.

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Table 5-9: BMC Remedy AR System server worksheet—Final panels (Sheet 3 of 4) Installation parameter SNMP Authentication Mode Selection „ Community-Based Authentication (SNMP v1 or v2c)— Uses plain-text passwords to authenticate requests. „ User-Based Authentication (SNMP v3 only)—Creates individual user accounts with passwords. Supports encryption for passwords and request content.

Value Community-Based Authentication User-Based Authentication

Community-Based Mode Read-Only Community The string must be 30 characters or less and cannot include spaces. Read-Write Community The string must be 30 characters or less and cannot include spaces. User-Based Mode User Name Access Mode

Read-Only Access Read-Write Access

User Authentication Level

No Authentication, No Privacy (noAuthNoPriv) Authentication Only, Without Privacy (AuthNoPriv) Authentication With Privacy (AuthPriv)

User Authentication Password Must be at least 8 characters long. User Password Encryption Type MD5 encryption algorithm used to encrypt the password. Private Key Password (appears if the Authentication With Privacy option is selected) Password used to encrypt the SNMP package using the DES algorithm. Must be at least 8 characters long. Enable Traps?

Enable Traps?

Trap Type

SNMP Trap Version 1 SNMP Trap Version 2

System Receiving Traps Name or IP address of the trap receiver. SNMP Trap Community Community receiving the traps. SNMP Trap Port Trap receiver port number.

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Table 5-9: BMC Remedy AR System server worksheet—Final panels (Sheet 4 of 4) Installation parameter

Value

Full Text Search Full Text Server Plugin Port The default is 9998. Full Text Search Configuration Directory The location in the file system where search engine configuration files are stored. Full Text Search Collection Directory The location in the file system where search engine index files are stored. 32-Bit Database Client Library Path For example, /data1/app/oracle/product/10gR2/ lib32.

BMC Remedy Approval Server worksheet Table 5-10: BMC Remedy Approval Server worksheet Installation parameter

Value

AR System Server User Name* AR System Server Password* AR System Server TCP Port* AR System Server Name Alias* Make sure that the server is registered in the DNS server and that you can use the ping command to connect to it. AR System Server Host Name or IP Address* * If you are installing the BMC Remedy AR System server at the same time, this value is specified on the “BMC Remedy AR System server worksheet” on page 86.

BMC Remedy Assignment Engine worksheet Table 5-11: BMC Remedy Assignment Engine worksheet (Sheet 1 of 2) Installation parameter

Value

AR System Server User Name* AR System Server Password* AR System Server TCP Port* * If you are installing the BMC Remedy AR System server at the same time, this value is specified on the “BMC Remedy AR System server worksheet” on page 86.

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Table 5-11: BMC Remedy Assignment Engine worksheet (Sheet 2 of 2) Installation parameter

Value

AR System Server Name Alias* Make sure that the server is registered in the DNS server and that you can use the ping command to connect to it. AR System Server Host Name or IP Address* * If you are installing the BMC Remedy AR System server at the same time, this value is specified on the “BMC Remedy AR System server worksheet” on page 86.

BMC Remedy Email Engine worksheet Table 5-12: BMC Remedy Email Engine worksheet (Sheet 1 of 3) Installation parameter

Value

JRE Path The path for the 32-bit or 64-bit Java Runtime Environment (JRE) that you want this component to use. The path should specify the location of the appropriate jre directory (for example, /opt/java1.5/jre). Do not specify the path to the subdirectory that contains the 32-bit or 64-bit JRE binaries. The installer will automatically find that directory. If you specify a path for a 32-bit or 64-bit JRE, it must be the same as the 32-bit or 64-bit JRE path used for the BMC Remedy AR System server and its Java plug-in server or for any other components that are part of this installation (see “BMC Remedy AR System server worksheet” on page 86). AR System Server User Name* AR System Server Password* AR System Server TCP Port* AR System Server Name Alias* Make sure that the server is registered in the DNS server and that you can use the ping command to connect to it. AR System Server Host Name or IP Address* Application Service Password Email Engine RMI Port Email Engine RPC Port * If you are installing the BMC Remedy AR System server at the same time, this value is specified on the “BMC Remedy AR System server worksheet” on page 86.

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Table 5-12: BMC Remedy Email Engine worksheet (Sheet 2 of 3) Installation parameter

Value

Incoming Mailbox Server Type

For 32-bit JVM: POP3 MAPI IMAP4 For 64-bit JVM: POP3 IMAP4

Outgoing Mailbox Server Type

For 32-bit JVM: MAPI SMTP For 64-bit JVM: SMTP

Inbox POP3 and IMAP4 Inbox Mailbox Name Example: ARSystemEmail-Incoming Server Name or IP Address Your company’s email server. For multiple BMC Remedy AR System servers on the same computer: To maintain the correct dependency relationship between the Email Engine and its dedicated BMC Remedy AR System server, enter the BMC Remedy AR System server that connects to the Email Engine you are installing. Server Port Port number for your company’s email server. The default values are: „ „ „ „

POP3: 110 POP3 with SSL: 995 IMAP4: 143 IMAP4 with SSL: 993

SSL?

SSL

Server User Name Name of the user or administrator of the email account. Server Password MAPI Inbox (for 32-bit JVM only) Mailbox Name Example: ARSystemEmail-Incoming Email Profile Name of the MS Exchange profile. * If you are installing the BMC Remedy AR System server at the same time, this value is specified on the “BMC Remedy AR System server worksheet” on page 86.

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Table 5-12: BMC Remedy Email Engine worksheet (Sheet 3 of 3) Installation parameter

Value

Outbox MAPI Outbox (for 32-bit JVM only) Mailbox Name Example: ARSystemEmail-Outgoing Email Profile Name of the MS Exchange profile. Display Name Descriptive name that appears in the From: line of outgoing emails. Email Address Email address of the email account owner. SMTP Outbox Mailbox Name Example: ARSystemEmail-Outgoing Display Name Descriptive name that appears in the From: line of outgoing emails. Email Address Email address of the email account owner. Server Type Server Name or IP Address Your company’s email server. Server Port Port number for your company’s email server. Default values are: „ „

SMTP: 25 SMTP with SSL enabled: 465 SSL

SSL? Server User Name of the user or administrator of the email account. Server Password MAPI Logon Settings Windows NT User Name Password Windows NT Domain

* If you are installing the BMC Remedy AR System server at the same time, this value is specified on the “BMC Remedy AR System server worksheet” on page 86.

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BMC Remedy Flashboards worksheet

BMC Remedy Flashboards worksheet Table 5-13: BMC Remedy Flashboards worksheet Installation parameter

Value

JRE Path The path for the 32-bit or 64-bit Java Runtime Environment (JRE) that you want this component to use. The path should specify the location of the appropriate jre directory (for example, /opt/java1.5/jre). Do not specify the path to the subdirectory that contains the 32-bit or 64-bit JRE binaries. The installer will automatically find that directory. During installation, this is the path for the default JRE. It applies to the following components: „ „ „ „

BMC Remedy Approval Server BMC Remedy Assignment Engine BMC Remedy Flashboards BMC Remedy Data Import

Optionally, it also applies to BMC Remedy Developer Studio, BMC Remedy Email Engine, and BMC Remedy Mid Tier unless you specify a different JRE path for those components. If you specify a path for a 32-bit or 64-bit JRE, it must be the same as the 32-bit or 64-bit JRE path used for the BMC Remedy AR System server and its Java plug-in server or for any other components that are part of this installation (see “BMC Remedy AR System server worksheet” on page 86). AR System Server User Name* AR System Server Password* AR System Server TCP Port* AR System Server Name Alias* Make sure that the server is registered in the DNS server and that you can use the ping command to connect to it. AR System Server Host Name or IP Address* Application Service Password Flashboard Server RMI Port Flashboard Server RPC Program Number * If you are installing the BMC Remedy AR System server at the same time, this value is specified on the “BMC Remedy AR System server worksheet” on page 86.

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BMC Remedy Mid Tier worksheet Table 5-14: BMC Remedy Mid Tier worksheet (Sheet 1 of 4) Installation parameter

Value

AR System Servers List (Optional) Enter the BMC Remedy AR System servers that you want to use with the BMC Remedy AR System clients that you are installing. The BMC Remedy AR System servers detected on the computer on which you run the installation program are automatically added to this list. If you do not want to use the clients with one or more of those servers, remove them from the list. If you are performing a mid tier upgrade installation, this list will not automatically include remote BMC Remedy AR System servers configured to be used with your current version of the mid tier. For a list of those servers, see the AR Server Settings page in the BMC Remedy Mid Tier Configuration Tool before upgrading the mid tier. Note: To add local or remote servers for the mid tier to use, you

can also use the AR Server Settings > Add New Server page in the BMC Remedy Mid Tier Configuration Tool after the upgrade installation is complete. JRE Path The path for the 32-bit or 64-bit Java Runtime Environment (JRE) that you want this component to use. The path should specify the location of the appropriate jre directory (for example, /opt/java1.5/jre). Do not specify the path to the subdirectory that contains the 32-bit or 64-bit JRE binaries. The installer will automatically find that directory. If you specify a path for a 32-bit or 64-bit JRE, it must be the same as the 32-bit or 64-bit JRE path used for the BMC Remedy AR System server and its Java plug-in server or for any other components that are part of this installation (see “BMC Remedy AR System server worksheet” on page 86). JDK Path* The path for the Java Development Kit (JDK) that you want the BMC Remedy Mid Tier to use. This path should specify the location of the appropriate jdk directory (for example, / opt/java1.5/jdk). AR System Server User Name* AR System Server Password* AR System Server TCP Port* * If you are installing the BMC Remedy AR System server at the same time, this value is specified on the “BMC Remedy AR System server worksheet” on page 86.

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Table 5-14: BMC Remedy Mid Tier worksheet (Sheet 2 of 4) Installation parameter

Value

AR System Server Name Alias* Make sure that the server is registered in the DNS server and that you can use the ping command to connect to it. AR System Server Host Name or IP Address* Mid Tier Administration Password Password to access the BMC Remedy Mid Tier Configuration Tool. For more information, see the BMC Remedy Mid Tier Guide. After installation, you can change this password using the BMC Remedy AR System Administration Console. For more information, see the Configuration Guide. Web Server

IIS (Windows only) Apache (UNIX only) Other ________________________

JSP Engine If you select Tomcat, the installer will install it with the mid tier installation. If you choose any other JSP engine, it must already be installed on the computer before you install the mid tier.

Tomcat JBOSS Servlet Exec (This option is disabled on Windows if it is not previously installed.) Other ________________________

Parameters for Atrium SSO Configuration, if the suite installer installs Mid-Tier Configure Atrium Single-Sign-On (SSO) with Mid-Tier The installer supports the Atrium SSO and Mid-Tier configuration only for the following Web Servers: „ „ „

Tomcat IIS with Tomcat Apache with Tomcat

Atrium-SSO-Location Atrium-SSO-Admin-User Atrium-SSO-Admin-Password Atrium-SSO-Truststore-Path Atrium-SSO-Truststore-Password

If you use any other Web Server, you must manually configure the mid-tier. For more information, see the “Manually configuring the mid-tier for Atrium SSO user authentication” section in the Integration Guide. * If you are installing the BMC Remedy AR System server at the same time, this value is specified on the “BMC Remedy AR System server worksheet” on page 86.

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Table 5-14: BMC Remedy Mid Tier worksheet (Sheet 3 of 4) Installation parameter

Value

Parameters for Atrium SSO Configuration, if the standalone installer installs Mid-Tier Configure Atrium Single-Sign-On (SSO) with Mid-Tier The installer supports the Atrium SSO and Mid-Tier configuration only for the following Web Servers: „ „ „

Tomcat IIS with Tomcat Apache with Tomcat

If you use any other Web Server, you must manually configure the mid-tier. For more information, see the “Manually configuring the mid-tier for Atrium SSO user authentication” section in the Integration Guide.

AR System server information AR System Server name alias AR System Server Administrator Name AR System Server password AR System Server TCP Port Host Name or IP address Atrium SSO information Atrium-SSO-Location Atrium-SSO-Admin-User Atrium-SSO-Admin-Password Atrium-SSO-Truststore-Path Atrium-SSO-Truststore-Password

Parameters if the suite installer installs Tomcat Initial Memory Pool Maximum Memory Pool HTTP Port Parameter if you use a pre-installed JSP engine JSP Engine Server Installation Directory Preference Servers (Optional) BMC Remedy AR System server that stores user preferences. For more information, see the Configuration Guide. Home Page Server (Optional) BMC Remedy AR System server that contains the home page you will use with the BMC Remedy AR System applications. Data Visualization Module Server (Optional) Business Objects XI parameters Business Objects XI Location Enter: http://server:port AR System ODBC Data Source Name Name of the system DSN. If the field is blank, AR System ODBC Data Source (the default) is used. CMS Folder Name Name of the folder where the Crystal Reports are published. * If you are installing the BMC Remedy AR System server at the same time, this value is specified on the “BMC Remedy AR System server worksheet” on page 86.

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BMC Remedy User and BMC Remedy Alert worksheet

Table 5-14: BMC Remedy Mid Tier worksheet (Sheet 4 of 4) Installation parameter

Value

CMS User Name The mid tier uses this user information to log in to the CMS and publish the reports. CMS Password * If you are installing the BMC Remedy AR System server at the same time, this value is specified on the “BMC Remedy AR System server worksheet” on page 86.

BMC Remedy User and BMC Remedy Alert worksheet Table 5-15: BMC Remedy User and BMC Remedy Alert worksheet (Sheet 1 of 2) Installation parameter

Value

AR System Servers List (Optional) Enter the BMC Remedy AR System servers that you want to use with the BMC Remedy AR System clients that you are installing. The BMC Remedy AR System servers detected on the computer on which you run the installation program are automatically added to this list. If you do not want to use the clients with one or more of those servers, remove them from the list. BMC Remedy User Home Directory Location of the folder that stores definition folders and userspecific configurations, such as preferences and saved searches. Localized Views (in addition to English)

Spanish French Korean German Italian Japanese Russian Simplified Chinese

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Table 5-15: BMC Remedy User and BMC Remedy Alert worksheet (Sheet 2 of 2) Installation parameter

Value

Data Language

English Spanish French Korean German Italian Japanese Russian Simplified Chinese

BMC Remedy Developer Studio worksheet Table 5-16: BMC Remedy Developer Studio worksheet (Sheet 1 of 2) Installation parameter

Value

JRE Path* The path for the 32-bit or 64-bit Java Runtime Environment (JRE) that you want this component to use. The path should specify the location of the appropriate jre directory (for example, /opt/java1.5/jre). Do not specify the path to the subdirectory that contains the 32-bit or 64-bit JRE binaries. The installer will automatically find that directory. If you specify a path for a 32-bit or 64-bit JRE, it must be the same as the 32-bit or 64-bit JRE path used for the BMC Remedy AR System server and its Java plug-in server or for any other components that are part of this installation (see “BMC Remedy AR System server worksheet” on page 86). Note: If you will be connecting to servers in different locales,

install a multi-language version of JRE. AR System Servers List (Optional) Enter the BMC Remedy AR System servers that you want to use with the BMC Remedy AR System clients that you are installing. The BMC Remedy AR System servers detected on the computer on which you run the installation program are automatically added to this list. If you do not want to use the clients with one or more of those servers, remove them from the list. BMC Remedy Developer Studio Workspace Folder Location for storing BMC Remedy Developer Studio projects. * If you are installing the BMC Remedy AR System server at the same time, this value is specified on the “BMC Remedy AR System server worksheet” on page 86.

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BMC Remedy Data Import worksheet

Table 5-16: BMC Remedy Developer Studio worksheet (Sheet 2 of 2) Installation parameter

Value

User Preferences Source (upgrades only) Path to the folder that contains your current BMC Remedy Administrator preferences. User Preferences Destination (upgrades only) Path to the folder where you want to store Developer Studio preferences. * If you are installing the BMC Remedy AR System server at the same time, this value is specified on the “BMC Remedy AR System server worksheet” on page 86.

BMC Remedy Data Import worksheet Table 5-17: BMC Remedy Data Import worksheet Installation parameter

Value

JRE Path* Use the path specified for BMC Remedy Developer Studio on page 110. AR System Servers List (Optional) Enter the BMC Remedy AR System servers that you want to use with the BMC Remedy AR System clients that you are installing. The BMC Remedy AR System servers detected on the computer on which you run the installation program are automatically added to this list. If you do not want to use the clients with one or more of those servers, remove them from the list. * If you are installing the BMC Remedy AR System server at the same time, this value is specified on the “BMC Remedy AR System server worksheet” on page 86.

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Chapter

6

Upgrade information

This chapter lists the upgrading tips and other important information related to upgrade. The following topics are provided: „ „ „ „ „ „ „

Upgrading tips (page 114) Preserving pre-7.6.04 customizations (page 116) Upgrade Server Group option (page 147) Minimum DB2 database transaction log size (for upgrade only) (page 149) Upgrading FTS from version 7.x to 7.6.04 (page 150) Post-installation tip for upgrades (page 150) Disabling ServletExec after an upgrade (page 150)

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Upgrading tips BMC recommends that you read through the following section before upgrading to BMC Remedy AR System server version 7.6.04. „

You can upgrade from version 6.3.00 and later versions only. To upgrade from a version prior to 6.3.00, upgrade to 6.3.00 using the 6.3.00 installer first; then run the 7.6.04 installer.

„

„

„

For BMC Remedy AR System version 7.0.01—Install patch 007 or later

„

For BMC Remedy AR System version 7.1.00—Install patch 003 or later

(When using Microsoft SQL Server) When upgrading from version 6.3.00 to 7.5.00 and later, follow the steps given below to create the ARAdmin user: „

Select the “General” tab from the Login Properties window.

„

Enter a name for the ARAdmin user in the Login Name field, for example, “ARAdmin”.

„

Make sure that the “Enforce password policy”, “Enforce password expiration”, and “User must change password at next login” fields are not checked.

„

Select “ARSystem” from the drop-down menu for the Default database field to make the ARAdmin user the owner of ARSystem.

„

When you upgrade the BMC Remedy AR System server, the installer overwrites any system forms that you customized (such as the User form). To use your customized forms, re-import them after you upgrade the server.

„

If you are upgrading from a version prior to 7.1.00, export the licenses from your existing BMC Remedy AR System server before you begin the upgrade process. (If you import the licenses from a different machine, you might need to provide the BMC Remedy AR System server host ID to obtain the license key.)

„

When upgrading, you must provide the same pre-7.6.04 installation directory, for example:

„

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(When using Microsoft SQL Server) You must install the following patches before upgrading to BMC Remedy AR System version 7.6.04:

„

If you installed BMC Remedy AR System 7.1.00 in /usr/ar, enter /usr/ar during the upgrade process.

„

If you installed BMC Remedy AR System 7.1.00 in /usr/ar/hostName, enter /usr/ar/hostName during the upgrade process.

Depending on the BMC Remedy AR System feature you are upgrading, you can upgrade by using any one of the following methods: „

In place—The feature is installed in the same directory to which you want to upgrade.

„

Out place—The feature is installed in a different directory from the directory to which you want to upgrade.

Installation Guide

Upgrading tips

The following “in place” and “out place” upgrades are supported. Feature

Windows In place

UNIX

Out place

In place

BMC Remedy AR System server

+

BMC Remedy Email Engine

+

+

+

Flashboards

+

+

+

BMC Remedy Mid Tier

+

+

1.

Out place

+

+

+1

+

®

An “out place” upgrade of the Email Engine on UNIX is supported if the Email Engine is listed in the armonitor file.

„

(For 64-bit BMC Remedy AR System server on 64-bit operating system) Before upgrading a 32-bit BMC Remedy AR System server to a 64-bit server, make sure that you install a 64-bit database client on the same computer where you are upgrading the BMC Remedy AR System server.

„

(For UNIX) If BMC Atrium CMBD Suite is installed on the same computer on which you are upgrading the BMC Remedy AR System server (from version 7.1.00 or earlier) you must upgrade BMC Atrium CMDB Suite to the version that is x64 compatible.

„

(For Microsoft Windows) If BMC Atrium CMBD Suite is installed on the same computer on which you are upgrading the BMC Remedy AR System server (from version 7.5.00 or earlier) you must upgrade BMC Atrium CMDB Suite to the version that is x64 compatible.

„

While upgrading the BMC Remedy AR System server, you might receive ARERR 9130. If you do, you can ignore it. This error occurs when Java 1.5 or 1.6 is used in both the old and new versions of the server. When you restart the BMC Remedy AR System server after the upgrade is complete, this error message will not reappear.

„

To add a 7.5.00 or later BMC Remedy AR System server to an environment in which a 7.1.00 or earlier BMC Remedy AR System server is already installed, you must first change the value of the Multiple-ARSystem-Servers option in the 7.1.00 or earlier server’s configuration file from F to T. Otherwise, the 7.5.00 or later server installation will fail. (In UNIX, the configuration file is ar.conf. In Windows, it is ar.cfg.)

„

If the upgrade procedure fails due to any reason, make sure that you delete the ARSystemInstalledConfiguration.xml file and then follow the upgrade procedure again. Typically, this file is located in the following directory:

„

„

Windows—C:\Program Files\BMC Software\ARSystem

„

UNIX—/opt/bmc/ARSystem

If you are using a different machine to upgrade AR System server, you must add a license for the new hardware, since the AR System server must have a valid license for the upgrade to succeed.

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„

If you point a new machine to an existing database and then upgrade, since the new machine has a different host ID, it is not licensed, and the upgrade fails. Add a valid license before starting the upgrade, for the upgrade to be successful.

„

If you have a time limited license, make sure that it does not expire before the AR System upgrade is complete.

If you migrate your AR System server to new hardware prior to the upgrade, you must obtain and apply a license for the new hardware before you perform the upgrade.

Preserving pre-7.6.04 customizations The AR System 7.6.04 release includes the Overlays feature that helps you to preserve customizations across application upgrades. If you have already customized objects from a BMC application, you can convert your customizations into overlays and custom objects using the BMC-provided Best Practice Conversion Utility. This utility helps preserve customizations when upgrading by converting objects in earlier versions of BMC Remedy AR System components and applications as follows: „

BMC-provided objects that you modified, called customizations, are converted to overlays.

„

User-created objects that you added to your setup, called extensions, are converted to custom objects.

This section provides information about the Best Practice Conversion utility and explains its usage. For information about preserving customizations with overlays and custom objects in version 7.6.04, see the Form and Application Objects Guide, “Customizing objects,” page 119.

About the Best Practice Conversion utility To preserve modified or user-created objects in applications installed on pre-7.6.04 AR System servers, use the Best Practice Conversion command-line utility before upgrading your applications or server components to version 7.6.04. This utility enables you to analyze objects in your current environment with the out-of-the-box objects in 7.6.04, and convert them into overlays or custom objects. The Best Practice Conversion utility does not save customizations to certain objects that are not meant to be customized and which can be replaced during an application installation or during the normal process of running an application.

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Table 6-1 lists the BMC products in which the Best Practice Conversion utility preserves customizations and the related exceptions. Table 6-1: Customizations preserved by Best Practice Conversion utility BMC products

Exceptions

AR System components BMC Remedy Approval Server

Filters that BMC Remedy Approval Server workflow creates at runtime, whose names begin with AP:Notify-0

BMC Remedy Assignment Engine

None

BMC Remedy Email Engine

None

AREA LDAP plug-ins

None

ARDBC LDAP plug-ins

None

BMC Atrium CMDB BMC Atrium CMDB

The BMC Atrium CMDB upgrade program takes care of preserving customizations made to forms and workflow objects. The Best Practice Conversion utility ignores the following forms and their related workflow objects and workflow guides: „

„

Forms that belong to the BMC:Atrium CMDB application Forms that do not belong to the BMC:Atrium CMDB application, but whose name is listed in the OBJSTR:Class form (:)

AR System applications BMC Remedy ITSM Suite

Application forms that use BMC Atrium CMDB forms as self-join forms (MemberA and MemberB are the same)

BMC Service Level Management

„

„

BMC Service Request Management

Filters with the zSLMGen: prefix that BMC Service Level Management workflow creates at runtime Forms that BMC Service Level Management creates at runtime, whose names end with _SLA, and their related workflow objects and workflow guides

Filters with the zAPR prefix that BMC Service Level Management workflow creates at runtime

WARNING The utility also does not preserve customizations to forms and workflows installed with the AR System server. See “System objects overwritten during AR System server upgrade” on page 139.

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The Best Practice Conversion utility has the following modes: „

ReportDiff—Generates a report of differences between the objects in an overlay hash file and the objects on a server. See “Using Best Practice Conversion utility to generate difference reports” on page 143.

„

Overlay—Based on a differences report, converts customized AR System objects into overlays, and converts user-created objects into custom objects. See “Using Best practice Conversion utility to generate overlays for modified legacy objects” on page 145.

About overlay hash files An overlay hash file, also called a snapshot, is an XML file that contains keys of all the objects in a particular version of AR System or an AR System application: „

For fields and views, the key is the object’s ID.

„

For all other objects, the key is the object’s name.

The Best Practice Conversion utility compares objects in an overlay hash file with those in a customized BMC Remedy AR System component or application. The utility produces a difference report that contains the results of the comparison. (See “Using Best Practice Conversion utility to generate difference reports” on page 143.) If you are upgrading from the following releases, you can use the BMC-provided master overlay hash file (OverlayHashFile.xml) to compare the objects in your customized applications with the objects in the origin applications: „

118

AR System and its components (including AR System server, BMC Remedy Approval Server, BMC Remedy Assignment Engine, BMC Remedy Email Engine, BMC Remedy Flashboards, AREALDAP plug-in, ARDBC plug-in, and Web Services) with the versions: „

6.3 and 6.3 patch 025

„

7.0.01, 7.0.01 patch 007 through 7.0.01 patch 011

„

7.1.00 patch 002 through 7.1.00 patch 011

„

7.5.00 through 7.5.00 patch 007

„

7.6.02

„

7.6.03

„

7.6.04

Installation Guide

Preserving pre-7.6.04 customizations

„

„

„

„

„

BMC Atrium CMDB versions: „

2.0.01 patch 004 through 2.0.01 patch 009

„

2.1.00 through 2.1.00 patch 006

„

7.5.00 through 7.5.00 patch 005

„

7.6.00 through 7.6.00 patch 002

„

7.6.00 patch 200

„

7.6.03

BMC Remedy ITSM Suite versions: „

7.0.03 patch 007 through 7.0.03 patch 010

„

7.0.03 IMSLM patch 9004

„

7.0.03 patch 9005

„

7.5.00

„

7.5.01 through 7.5.01 patch 003

„

7.6.00 through 7.6.00 patch 001

„

7.6.02

„

7.6.03

BMC Remedy Knowledge Management versions: „

7.2.00 through 7.2.00 patch 004

„

7.5.00 through 7.5.00 patch 001

„

7.6.03

BMC Service Level Management versions: „

7.1.00 through 7.1.00 patch 003

„

7.5.00 through 7.5.00 patch 001

„

7.6.00 through 7.6.00 patch 001

„

7.6.02

„

7.6.03

BMC Service Request Management versions: „

2.2.00 through patch 004

„

7.6.00 through patch 002

„

7.6.02

„

7.6.03

NOTE The overlay hash file contains all objects belonging to the aforementioned products and their versions, except form views with the Russian locale.

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The overlay hash file contains data about the following BMC integration objects: „

BMC Remedy Identity Management

„

BMC Bladelogic Client Automation for Clients

„

BMC Bladelogic Client Automation for Server

„

BMC Bladelogic Server Automation

„

NGP Extensions

„

Integration for BMC Remedy Service Desk

„

BMC Atrium Discovery and Dependency Mapping (versions 7.5.00 and 8.1.015)

„

BMC Topology Discovery 7.6.00

„

BMC IT Business Management

„

BMC Service Impact Manager (Extensions of versions 7.3.00, 7.3.01, 7.3.02 for BMC Atrium CMDB 2.1.00, and BMC Atrium CMDB 7.5.00 and 7.6.00)

„

BMC Remedy Mid Tier object list definition files for AR System 7.0.01, 7.1.00, 7.5.00, 7.6.02, and 7.6.03

„

Server group and DSO settings for AR System 7.0.01, 7.1.00, 7.5.00, 7.6.02, and 7.6.03

About difference reports The Best Practice Conversion utility generates a report that shows differences between the unmodified objects represented in an overlay hash file and objects on a server. It also shows which changed objects can be converted into overlays or custom objects, and which objects have been changed in a way that makes the conversion impossible. Difference reports are produced in HTML, comma-separated values (CSV), or Microsoft Excel (XLSX) formats. By default, their name has the following format: bpcu-diff-report_date_timestamp.extension

Difference reports are stored in this folder: utilityInstallDir\Best_Practice_Conversion_Utility\output\

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Table 6-2 describes the information that a difference report provides about objects and where you can find the information. Table 6-2: Information in a difference report generated by Best Practice Conversion utility (Sheet 1 of 2) Information

XLSX report format

Statistical information about all types of objects found on the Dashboard worksheet server where the utility was executed: „ „ „ „ „

HTML report format Dashboard tab (see Figure 6-1)

Total count of objects Number of new objects Number of changed objects Percentage customization Number of new and changed objects with nonpermitted modifications

The following types of statistical information is displayed only when you use a certain execution parameter. See “Using Best Practice Conversion utility to generate difference reports” on page 143. „

„

Number of new objects that are not converted to custom objects when you execute the utility in Overlay mode Number of changed objects that are not converted to overlays when you execute the utility in Overlay mode

Whether an object on the server is new

Whether an object on the server has been modified

Difference Report worksheet, rows with the value Extension in the Customization Type column

Extensions tab

Difference Report worksheet, rows with the value Customization in the Customization Type column

Customizations tab

Whether modified objects in the server contain permitted or Difference Report non-permitted modifications: worksheet, rows with the value „ If an object contains nonpermitted modifications, it is Customization in flagged as an object that cannot be converted into an overlay. All such objects must be fixed before running the the Customization Type column Best Practice Conversion utility in Overlay mode. „

If an object contains permitted modifications, it is flagged as an object that can be converted into an overlay.

For information about permitted and non-permitted modifications, see the Form and Application Objects Guide, “Permitted and non-permitted modifications on overlays,” page 129.

„

„

Permitted modifications: Convertible to Overlay = true Nonpermitted modifications: Convertible to Overlay = false

(see Figure 6-2)

Customizations tab, all panels (see Figure 6-3) „

„

Permitted modifications: Convertible to Overlay = true Nonpermitted modifications: Convertible to Overlay = false

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Table 6-2: Information in a difference report generated by Best Practice Conversion utility (Sheet 2 of 2) Information „

„ „ „

XLSX report format

HTML report format

Execution Information Execution Information Version of the utility that was executed to generate the worksheet tab report Date and time when the report was generated (see Figure 6-4) Parameters supplied to the utility for the current execution AR System applications installed in the execution environment

NOTE The Best Practice Conversion utility does not include information in a difference report about objects that are unchanged. Figure 6-1: Best Practice Conversion utility HTML report—Dashboard tab

Figure 6-2: Best Practice Conversion utility HTML report—Extensions tab

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Figure 6-3: Convertible to Overlay column in Customizations tab indicates whether the customization is permitted in overlays

Figure 6-4: Best Practice Conversion utility HTML report—Execution Information tab

Upgrade process to preserve pre-7.6.04 extensions and customizations To preserve extensions (user-created objects) and customizations (user-modified objects) upon upgrading your BMC Remedy AR System applications to version 7.6.04 or later, convert those objects to overlays and custom objects so that they will be preserved across the upgrade. To convert the objects, follow this process.

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Figure 6-5: Upgrade process to preserve pre-7.6.04 extensions and customizations

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Preserving pre-7.6.04 customizations

To preserve extensions and customizations during upgrade 1 Create a copy of your production server on to a staging server (StagingServer), and set up StagingServer with the following product and application versions

or later: „

AR System 7.0.01 patch 007

„

BMC Atrium 2.0.01 patch 004

„

ITSM 7.0.03 patch 009

To create a copy of your production server, use one of the following methods: „

Copy the database manually and install a new server pointing at the copy.

„

Use BMC Remedy Migrator to copy objects from the production server to the staging server.

2 Set up a reference server (ReferenceServer) with unmodified versions of the

same BMC Remedy AR System components and applications that exist on StagingServer. 3 On StagingServer, export the system forms listed in “System objects overwritten during AR System server upgrade” on page 139 to a .def file.

When exporting, specify the option to export related objects. 4 On StagingServer, upgrade only the BMC Remedy AR System server to version

7.6.04. Do not upgrade other AR System components like BMC Remedy Approval Server, BMC Remedy Assignment Engine, and so on. 5 On StagingServer, restore customizations that you made to the system forms as

follows: a Use BMC Remedy Migrator to compare the system forms on StagingServer to those in the .def file that you created in step 3. b Use BMC Remedy Developer Studio or BMC Remedy Migrator to restore your

customizations that were overwritten during the BMC Remedy AR System server upgrade. 6 Run the Best Practice Conversion Utility to compare objects on StagingServer

with those in the overlay hash file, and generate a difference report. „

To obtain the utility and the hash file, see “Obtaining files required for analyzing and converting pre-7.6.04 customizations” on page 134.

„

To set up the Best Practice Conversion Utility, see “Configuring your system for Best Practice Conversion utility” on page 135.

„

To generate a difference report, see “Using Best Practice Conversion utility to generate difference reports” on page 143. The difference report displays a list of the extensions and customizations in your setup and indicates whether they are permitted or non-permitted. See “About difference reports” on page 120.

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7 For each object that contains a non-permitted modification, perform the

appropriate corrective action as mentioned in Table 6-3. These corrective actions either allows an object to be preserved as a custom object that does not conflict with a BMC application object, or allows an object to be converted into an overlay. Table 6-3: Fixing non-permitted modifications (Sheet 1 of 3) Nonpermitted modification

Corrective action

All object types Including __c or __o in an object name

Rename the object to remove these strings. Perform the following steps:

Note: These strings are reserved 1 On DevServer, locate the object that contains __c or __o in its name.

by BMC.

2 In the object list, select the object, and choose File > Rename. 3 Remove the unwanted strings from the object name, make sure that the

remaining string does not match another object name on the same server, and press Enter. Fields Changing the data type

Perform the following steps: 1 On DevServer, rename the field. 2 Use archgid to change the ID to the customer range. 3 Copy the corresponding field from ReferenceServer to DevServer. 4 Copy data to this field if it is compatible. 5 Delete the field that you renamed in Step 1. 6 Save the form.

Changing the Column Perform the following steps: properties on View and Vendor 1 On DevServer, open the View or Vendor form and the form view that forms contains the field, and select the field. 2 Similarly, select the corresponding field on ReferenceServer. 3 On DevServer, set the field’s Column property to the same value as that of the field on ReferenceServer. 4 Save the form. Changing the Name

Perform the following steps: 1 On DevServer, open the form and the form view that contains the field,

and select the field. 2 Similarly, select the corresponding field on ReferenceServer. 3 On DevServer, set the field’s Name property to the same value as that of

the field on ReferenceServer. 4 Save the form.

Changing the Length Units property of Character fields

Perform the following steps: 1 On DevServer, rename the field. 2 Use archgid to change the ID to the customer range. 3 Copy the corresponding field from ReferenceServer to DevServer. 4 Copy data to this field if it is compatible. 5 Delete the field that you renamed in Step 1. 6 Save the form.

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Table 6-3: Fixing non-permitted modifications (Sheet 2 of 3) Nonpermitted modification

Corrective action

Changing the following properties on Column fields:

For each field where these properties have been changed, set the values on DevServer to match those on ReferenceServer.

„ „ „

Parent field ID Data field ID Data Source

Changing the Entry Mode— Display

If the out-of-the-box field’s Entry Mode was Display, perform the following steps: 1 On DevServer, rename the field. 2 Use archgid to change the ID to the customer range. 3 Copy the corresponding field from ReferenceServer to DevServer. 4 If you do not need the data, delete the field that you renamed in Step 1. 5 Save the form.

If the out-of-the-box field’s Entry Mode was Required or Optional, perform the following steps: 1 On DevServer, delete the field. 2 Copy the corresponding field from ReferenceServer to DevServer. 3 Save the form.

Changing the field Type

Perform the following steps: 1 On DevServer, rename the field. 2 Use archgid to change the ID to the customer range. 3 Copy the corresponding field from ReferenceServer to DevServer. 4 Copy data to this field if it is compatible. 5 Delete the field that you renamed in Step 1. 6 Save the form.

Forms Changing the inclusion or exclusion of a form in a deployable application (Application Owner)

Perform the following steps: 1 On DevServer, open the application in an editor. 2 Similarly, open application on ReferenceServer. 3 On DevServer, add or remove forms in the application to match those on

ReferenceServer. 4 Save the application.

Changing the Unique Index

Perform the following steps: 1 On DevServer, open the Regular form and the Form Properties dialog

box, Indexes category. 2 Similarly, open the Form Properties dialog box for corresponding form on

ReferenceServer. 3 On DevServer, specify the same number and order of unique indexes in the Index List with the same number and order of indexed fields as those on ReferenceServer. 4 Remove any unique indexes that are not on ReferenceServer. 5 Save the form.

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Table 6-3: Fixing non-permitted modifications (Sheet 3 of 3) Nonpermitted modification

Corrective action

Changing the following Vendor form information:

Perform the following steps:

„ „

1 On DevServer, open the Vendor form and the Form Properties dialog

box.

Table Name Vendor Name

2 Similarly, open the Form Properties dialog box for corresponding form on

ReferenceServer. 3 On DevServer, set the form’s Vendor Name and Table Name properties to the same values as that of the form on ReferenceServer. 4 Save the form. Changing the following Join form information: „

„ „ „

Swapping the primary and secondary forms Join Type Qualification Source of fields

Perform the following steps: 1 On DevServer, open the Join form and the Form Properties dialog box,

Join Information category. 2 Similarly, open the Form Properties dialog box for corresponding form on

ReferenceServer. 3 On DevServer, set the Join Type and Qualifier values to the same as that on ReferenceServer. If required, swap the Primary and Secondary forms. 4 Compare every field on the DevServer Join form with its counterpart on the ReferenceServer Join form to check whether the values of their Form Name property match. For each field where the values differ, perform the following tasks on the DevServer Join form: a Delete the field. b Right-click and choose Add Fields from formName, where formName matches the value on the ReferenceServer Join form. 5 Save the form.

Changing the following View form information: „ „

For each View form where these properties have been changed, set the values on DevServer to match those on ReferenceServer.

Table name Key field

Views (VUIs) Changing the following properties: „ „ „

Label Locale Name

Perform the following steps: 1 On DevServer, open the form and the appropriate form view. 2 Similarly, open the corresponding form view on ReferenceServer. 3 On DevServer, set the view’s Label, Locale, and Name properties to the

same value as that of the field on ReferenceServer. 4 Save the form. 8 Run the Best Practice Conversion utility to create overlays and custom objects.

In some cases, BMC application objects may have been copied and disabled, and then modifications made to the enabled copy. Generally, such copies have names that are the original object with a well known prefix or suffix. In other cases, BMC application objects may have been modified directly or there may be a mixture of these methodologies. Use the table below to find the steps that are appropriate for the methodology used in creating your customizations. 128

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If your customizations are in Do this WARNING: Do not reverse the order of the following steps. Origin objects and also in prefixed or suffixed copies of 1 For each object, if its name contains both a prefix and a suffix, remove one or origin objects the other. Otherwise, the utility does not convert the object. Note: Customizations are 2 If you created copies of out-of-the-box objects but did not use prefixes or commonly done in the suffixes to identify them, rename those copies to include either a prefix or a following ways: suffix. 3 Run the Best Practice Conversion utility in Overlay mode, with the -P and „ Inline with BMC best -S options. practices, BMC objects are copied and disabled, See “Using Best practice Conversion utility to generate overlays for modified and changes are made in legacy objects” on page 145. the copies. If objects The utility makes the following changes: were copied, their names „ (For workflows (active links, filters, escalations)) If the origin object is must include the enabled, the utility marks the copy as a custom object. If the origin object is original name with a disabled, the utility converts the copy into an overlay of the origin object. common prefix or a The utility converts the prefixed and suffixed objects to overlays of the common suffix. corresponding origin objects, it removes the prefix or suffix from the „ (Not recommended) overlay name and appends __o to it. The prefix and suffix modes only Original objects are affect the utility’s behavior for active links, filters, and escalations. directly modified. „ (For Guides, Containers, and Menu) Irrespective of whether the origin object is enabled or disabled, marks the copy as a custom object. „ If a prefixed or suffixed object has no corresponding origin object, converts it to a custom object. The prefix or suffix is not removed from the name. 4 Run the Best Practice Conversion utility in ReportDiff mode to verify that all prefixed and suffixed objects were converted. 5 Open BMC Remedy Developer Studio in Base Development mode, and make sure that no prefixed or suffixed objects appear in any object list. 6 If you find any prefixed or suffixed objects, check the Best Practice Conversion utility log file, and fix the problem. 7 Repeat the previous steps until all prefixed and suffixed objects are converted. 8 Run the Best Practice Conversion utility in Overlay mode again, without the -P or -S option. The utility generates overlays for directly changed origin objects and converts any user-created objects to custom objects.

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If your customizations are in Do this Only prefixed or suffixed copies of origin objects

1 For each object, if its name contains both a prefix and a suffix, remove one or

the other. Otherwise, the utility does not convert the object. 2 If you created copies of out-of-the-box objects but did not use prefixes or

suffixes to identify them, rename those copies to include either a prefix or a suffix. 3 Run the Best Practice Conversion utility in Overlay mode, with the -P and -S options. See “Using Best practice Conversion utility to generate overlays for modified legacy objects” on page 145. The utility makes the following changes: (For workflows (active links, filters, escalations)) If the origin object is enabled, the utility marks the copy as a custom object. If the origin object is disabled, the utility creates an overlay of the origin object. The utility converts the prefixed and suffixed objects to overlays of the corresponding origin objects, removing the prefix or suffix from the overlay name and appending __o to it. The prefix and suffix modes only affect the utility’s behavior for active links, filters, and escalations. „ (For Guides, Containers, and Menu) Irrespective of whether the origin object is enabled or disabled, marks the copy as a custom object. „ If a prefixed or suffixed object has no corresponding origin object, converts it to a custom object. The prefix or suffix is not removed from the name. Run the Best Practice Conversion utility in ReportDiff mode to verify that all prefixed and suffixed objects were converted. Open BMC Remedy Developer Studio in Base Development mode, and make sure that no prefixed or suffixed objects appear in any object list. If you find any prefixed or suffixed objects, check the Best Practice Conversion utility log file, and fix the problem. Repeat the previous steps until all prefixed and suffixed objects are converted. „

4 5 6 7

Run the Best Practice Conversion utility in Overlay mode without the -P or -S option.

Only origin objects

The utility generates overlays for the modified objects and converts any usercreated objects to custom objects. 9 Migrate origin objects from ReferenceServer to StagingServer. a Use the Best Practice Conversion utility-generated instruction file (that has the

list of all the objects that are different) to migrate the base objects from ReferenceServer to the migrator file using the migratorcli command. b Open the migrator file from BMC Remedy Migrator. c Click on nameOfMigratorFile from the left side tree-view and select all the

objects from the list. d Right-click on the list and select Migrate Selected Objects -> StagingServer as

a destination to migrate the objects.

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You need to perform this step for the following reasons: „

When you upgrade an application (step 12 on page 131), its origin objects are modified. To identify these modifications, you will need to compare origin objects from the original application with origin objects from the upgraded application.

„

If you directly modified the origin objects in your pre-7.6.04 applications, they no longer exist in your environment. To re-acquire the origin objects, migrate origin objects from ReferenceServer to StagingServer.

10 On StagingServer, delete the overlays that are identical to their overlaid objects.

TIP Such overlays might exist if you converted any prefixed or suffixed objects in step 8. Use BMC Remedy Migrator to compare each overlay to its overlaid object, and when they are identical, delete the overlay object. See “Comparing overlays to overlaid objects on staging server” on page 136. 11 Update ReferenceServer to be a copy of StagingServer, as follows: a Create a copy of the StagingServer database. b On ReferenceServer, upgrade the BMC Remedy AR System server to version

7.6.04. c Restore the copy of the StagingServer database over the ReferenceServer

database. 12 On StagingServer, upgrade the BMC Remedy AR System components and

applications (BMC Atrium CMDB, BMC Remedy ITSM, and so on) to version 7.6.04. 13 Create custom objects for any overlaid objects that were deleted during the

upgrades and which have data that must be preserved. a Use BMC Remedy Migrator to compare the overlaid objects on StagingServer and ReferenceServer. b For every object that exists on ReferenceServer but not on StagingServer,

decide whether you need the corresponding data. If you need the data, use BMC Remedy Developer Studio to duplicate the overlay from ReferenceServer as a custom object on StagingServer. 14 Update overlays for overlaid objects that were changed when you upgraded the

BMC Remedy AR System components and applications. a Enable the mask options by following the procedure documented in ‘To set

required difference mask options’ under “Comparing overlays to overlaid objects on staging server” on page 136.

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b Use BMC Remedy Migrator to compare overlaid objects on both servers. For

this: „

Open a New Server Window from BMC Remedy Migrator for the StagingServer (File -> New Server).

„

Click on nameOfStagingServer from the left side tree-view and sort on the Customization Type column.

„

Select all overlaid objects from the list and right-click on the list.

„

Select Differences -> ReferenceServer as a destination server to compare objects.

„

Maintain a list of objects that were overwritten from the Comparison Report.

c Use one instance of BMC Remedy Migrator to compare overlaid objects (in the

previously created list) on the two servers. d Use another instance of BMC Remedy Migrator to compare overlays to overlaid objects (in the previously created list) on ReferenceServer. For this: „

Open a new instance of BMC Remedy Migrator and open a New Server Window for the ReferenceServer (File -> New Server).

„

Click on nameOfReferenceServer from the left side tree-view and sort on the Customization Type column.

„

Select all overlay objects from the list and right-click on the list.

„

Select Differences -> ReferenceServer as a destination server to compare objects.

Figure 6-6: Comparing objects in the Source-Destination Mapping window

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„

In the Source-Destination Mapping window, click Map Base To Overlay that populates the Destination Object Names with the corresponding overlaid object for each overlay object and then click OK to generate the Comparison Report.

Figure 6-7: Destination Object Names populated with their corresponding overlaid object

e Compare differences in these instances of BMC Remedy Migrator, and either delete the overlay or modify it on StagingServer. 15 Test the functionality of the upgraded BMC Remedy AR System components and

applications, and perform one the following procedures to complete the upgrade process: To use the staging server as your new production server a Migrate data from ReferenceServer to the custom fields and custom forms that you created in step 14 on StagingServer. b Use the Delta Data Migration utility to move newer data from your production server to StagingServer.

See the Delta Data Migration Server Setup and Implementation White Paper. c Switch off the old production server and use StagingServer as the new

production server.

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To upgrade the original production server a Set up the production server with the following product and application levels,

at a minimum: „

AR System 7.0.01 patch 007

„

BMC Atrium 2.0.01 patch 004

„

ITSM 7.0.03 patch 009

b Perform the steps that were needed to let the upgrade succeed on your staging

server - this will include fixing any illegal customizations. c Upgrade only the BMC Remedy AR System server (not the components) to

version 7.6.04. d If you created custom objects on StagingServer in step 13, migrate them to the

production server and populate those objects with the corresponding data. e Upgrade BMC Remedy AR System components and applications to version

7.6.04. f Migrate overlays and custom objects from StagingServer to the production

server. After performing all of these tasks, ensure that any further customizations to overlays and custom objects are done using BMC Remedy Developer Studio 7.6.04 in Best Practice Customization mode. When working with overlays and custom objects, review and follow guidelines in the Form and Application Objects Guide, “Features for preserving customizations,” page 120.

Obtaining files required for analyzing and converting pre-7.6.04 customizations You need the following files: „

Overlay hash file—OverlayHashFile.zip

„

Best Practice Conversion utility—bpcu7604.zip

To obtain the overlay hash file 1 Download the latest version of the OverlayHashFile.zip file from the location

documented in the BMC Remedy AR System 7.6.04 Release Notes.

IMPORTANT Always make sure to download the latest version from the location. 2 Uncompress the .zip file and extract the OverlayHashFile.xml file to your

development server.

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To obtain the utility 1 Download the latest version of the bpcu7604.zip file from the location

documented in the BMC Remedy AR System 7.6.04 Release Notes.

IMPORTANT Always make sure to download the latest version from the location. 2 Uncompress bpcu7604.zip file.

By default, the Best Practice Conversion utility files are extracted to the Best_Practice_Conversion_Utility folder.

Configuring your system for Best Practice Conversion utility Before running the Best Practice Conversion utility, make sure that your CLASS path and Oracle® JRE are properly configured to support the utility. On the UNIX platform, you must also grant yourself execute permission.

To configure your system to run the utility 1 Grant yourself execute permission to the Best Practice Conversion utility on UNIX,

by entering the following command: chmod +x bpcu.sh 2 Make sure the following files are in your CLASS path: „

activation.jar

„

commons-jxpath-1.3.jar

„

arapi7604.jar

„

jaxb-api.jar

„

arutil7604.jar

„

jaxb-impl.jar

„

arcmnapp7604.jar

„

jsr173_1.0_api.jar

„

bpcu.jar

„

log4j-1.2.14.jar

3 To produce the difference report generated by the Best Practice Conversion utility

in XLSX format, make sure that the following files are in your CLASS path: „

dom4j-1.6.1.jar

„

ooxml-schemas-1.0.jar

„

poi-3.5-FINAL-20090928.jar

„

poi-ooxml-3.5-FINAL-20090928.jar

„

xmlbeans-2.3.0.jar

4 To specify the JRE for the utility, add the following entry to the appropriate file: set JAVA_HOME=fullPathToJRE

The Best Practice Conversion utility uses the JRE specified by the JAVA_HOME environment variable in the following files: „

Windows—bpcu.bat

„

UNIX—bpcu.sh

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5 If you plan to run the Best Practice Conversion utility on an AR System server that

enforces encryption in its API, first add the following items to the JRE that the utility will use. Table 6-4: Files and providers to add to the Best Practice Conversion utility JRE on encrypted servers Add to this directory or On Oracle Solaris file (UNIX and Windows)

On AIX® and DB2 (UNIX and Windows)

jre\lib\ext\

„

„

jsafeJCEFIPS.jar

„

jre\lib\security\

„ „

US_export_policy.jar local_policy.jar

Note: These files should be from Oracle. jre\lib\security\ java.security

„

security.provider.n+1=com.rsa. jsafe.provider.JsafeJCE

Note: n can be the last number in the

section.

„ „

jsafeJCEFIPS.jar bcprov-jdk15-133.jar US_export_policy.jar local_policy.jar

Note: These files should be from IBM. „

„

security.provider.n+1=org. bouncycastle.jce.provider. BouncyCastleProvider security.provider.n+2=com. rsa.jsafe.provider.JsafeJCE

Note: n can be the last number in the

section.

NOTE If you have installed a BMC Remedy Encryption Security product on a BMC Remedy Java client, such as BMC Remedy Developer Studio or BMC Remedy Data Import, you do not have to verify that your configuration matches the preceding specifications. Instead, simply use the same Oracle JDK and JRE used by the client for the Best Practice Conversion utility. For more information about BMC Remedy Encryption Security products, see the BMC Remedy Encryption Security Guide.

Comparing overlays to overlaid objects on staging server Use BMC Remedy Migrator to compare objects on the same server. Before comparing overlays to overlaid objects, you must set certain difference mask options so that Migrator only compares differences that affect the operation of your application.

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To set required difference mask options 1 Open BMC Remedy Migrator and choose Tools > Options. 2 In the BMC Remedy Migrator Options dialog box, perform the following actions: a Expand Differences, expand Masks, and set the following options to Disabled: „

Forms—Name and Owner

Figure 6-8: Disabling the Forms Name

„

Fields—Form Name, Owner, and Property List

Figure 6-9: Disabling the Fields Form Name

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Figure 6-10: Disabling the Fields Owner

Figure 6-11: Disabling the Fields Property List

„

Views—Form Name, Owner, and Property List

„

Active Links, Filters, Escalations, Containers (applications, web services, packing lists, active link guides, filter guides), Menus, and Images—Owner

b Click OK save the updated settings and close the dialog box.

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To compare overlays to overlaid objects on staging server 1 In BMC Remedy Migrator, choose File > New Server Window, and select the

staging server. 2 In the navigation pane, select the server name to view the list of all objects on this

server in the object list view. If you select an object type in the navigation pane, only those types of objects appear in the object list view. 3 In the object list view, select all the overlay objects. 4 Right-click and choose Differences > nameOfStagingServer. 5 In the Source - Destination Mapping dialog box, click Map to Base.

This populates the Destination Object Name column with the overlaid objects corresponding to each overlay in the Source Object Name column. 6 Click OK to begin the comparison and generate a difference report.

The difference report indicates whether the overlay and overlaid objects differ or are the same.

System objects overwritten during AR System server upgrade Customizations to the following AR System server definitions might be lost when you upgrade from an earlier version of AR System server to version 7.6.04 (assuming that you only select AREALDAP during installation). If you have modified any of these objects, you can save a copy and restore your changes after upgrading the server. „ „ „ „ „ „ „ „

„ „

„ „

„

Alert Events Alert List Application Pending Application Statistics Application Statistics Configuration AR Sample Application: Console AR System Actor View AR System Administration: Add Or Remove Licenses AR System Administration: Console AR System Administration: Display Form To Collect User Decisions AR System Administration: License Review AR System Administration: Manage User Licenses AR System Administration: Prompt For Open Attachment

„ „ „ „ „ „ „ „

„ „

AR System Metadata: filter_set AR System Metadata: filter_sql AR System Metadata: image AR System Metadata: schema_archive AR System Metadata: schema_audit AR System Metadata: schema_group_ids AR System Metadata: schema_index AR System Metadata: schema_join AR System Metadata: schema_list_fields AR System Metadata: subadmin_group

„

AR System Metadata: vendor_mapping AR System Metadata: view_mapping

„

AR System Metadata: vui

„

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„

AR System Multi-Form Search

„

AR System Object Relationships

„

„

AR System Administration: Server Information AR System Administration: Server Information:Save Attachment AR System Administration: Support Form AR System Administrator Preference AR System Alert Delivery Registration AR System Alert User Registration AR System Application State AR System Currency Codes AR System Currency Label Catalog AR System Currency Localized Labels AR System Currency Ratios AR System Current License Usage AR System Customizable Home Page AR System Form Field Info AR System Historical License Usage AR System Home Page Descriptor AR System Home Page Layout AR System Ignored Analyzer Results AR System License: Save Produse Attachment

„

AR System Licenses

„

„

AR System Licenses Audit AR System Licenses Console AR System Log: Alert AR System Log: ALL

„

„

„

AR System Log: API AR System Log: Escalation AR System Log: Filter AR System Log: FullText Index AR System Log: Server Group AR System Log: SQL AR System Log: Thread AR System Log: User AR System Message Catalog AR System Metadata: actlink

„

AR System Metadata: actlink_auto

„

AR System Orchestrator Configuration AR System Report Console AR System Report Designer AR System Report Preview AR System Resource Definitions AR System Searches Preference AR System Skins AR System Skins Properties AR System Skins: Color Picker AR System Skins: Skinnable Properties AR System Tags AR System User Application Actor AR System User Central File AR System User Preference AR System Version Control: Label AR System Version Control: Labeled Object AR System Version Control: Object Modification Log AR System Version Control: Object Reservation AR System Version Control: Task AR System Web Services Category AR System Web Services Registry AR System Web Services Registry Pending Delete AR System Web Services Registry Query AR System: Generate License Usage Report ARC:ConfirmDialog AREA LDAP Configuration Business Segment-Entity Association Business Segment-Entity Association_Join Business Time Holidays Business Time Segment Business Time Shared Entity Business Time Shared Entity-Entity Association_Join_Join Business Time Workdays

„

„

„ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „

„ „ „

„ „ „ „ „ „ „ „ „

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„ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „

„ „ „

„ „ „ „ „ „ „ „ „

Preserving pre-7.6.04 customizations

„ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „

AR System Metadata: actlink_call AR System Metadata: actlink_dde AR System Metadata: actlink_goto AR System Metadata: actlink_group_ids AR System Metadata: actlink_macro AR System Metadata: actlink_macro_parm AR System Metadata: actlink_mapping AR System Metadata: actlink_message AR System Metadata: actlink_open AR System Metadata: actlink_process AR System Metadata: actlink_push AR System Metadata: actlink_serviceaction AR System Metadata: actlink_set AR System Metadata: actlink_set_char AR System Metadata: actlink_sql AR System Metadata: actlink_wait AR System Metadata: arcontainer AR System Metadata: arctr_group_ids AR System Metadata: arctr_subadmin AR System Metadata: arreference AR System Metadata: arschema AR System Metadata: char_menu AR System Metadata: char_menu_dd AR System Metadata: char_menu_file AR System Metadata: char_menu_list AR System Metadata: char_menu_query AR System Metadata: char_menu_sql AR System Metadata: cntnr_ownr_obj AR System Metadata: escal_mapping AR System Metadata: escalation AR System Metadata: field AR System Metadata: field_char AR System Metadata: field_column AR System Metadata: field_curr AR System Metadata: field_dispprop AR System Metadata: field_enum AR System Metadata: field_enum_values AR System Metadata: field_permissions AR System Metadata: field_table AR System Metadata: filter

„ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „ „

CHP:ConfirmDialog Configuration ARDBC Data Visualization Definition Data Visualization Module Data Visualization System Files Distributed Logical Mapping Distributed Mapping Distributed Pending Distributed Pending Errors Distributed Pool FB:Alarm Events FB:Alarm Monitor FB:Datasource FB:DataSourceVariables FB:Flashboards FB:History FB:History Summary FB:User Privilege FB:Variable FB:Variable Attributes Group Home Page MFS:MultiFormSearch RD:Save As Report Report Definition ReportCreator ReportSelection ReportType Roles Sample:Cities Sample:ClassCentral Sample:Classes Sample:DialogYesNo Sample:Enrollments Sample:GetWeather Server Events Server Statistics SHARE:Application_Interface SHARE:Application_Properties

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„ „ „ „ „ „ „ „ „

AR System Metadata: filter_call AR System Metadata: filter_goto AR System Metadata: filter_log AR System Metadata: filter_mapping AR System Metadata: filter_message AR System Metadata: filter_notify AR System Metadata: filter_process AR System Metadata: filter_push AR System Metadata: filter_serviceaction

„ „ „ „ „ „ „ „ „

User User Password Change User Password Change Redirector User Password Management Configuration Visualizer Module Images Visualizer Module Registration Visualizer Type Information Visualizer Type Object Props Visualizer Type Style Info

Viewing details of differences between objects The Best Practice Conversion utility generates a difference report that identifies objects that differ from the origin objects, but it does not describe how they differ. (See “About difference reports” on page 120.) However, the utility automatically generates the following instruction files for BMC Remedy Migrator: „

migrator-instruction_date_timestamp.xml—Lists all extenstions and

customizations on the server „

migrator-npmod-instruction_date_timestamp.xml—Only lists

non-permitted extenstions and customizations These files are located in the following folder: utilityInstallDir\Best_Practice_Conversion_Utility\output\

Using these instruction files, the BMC Remedy Migrator command-line interface (CLI) can create .migrator files of the new and modified objects on a server. BMC Remedy Migrator can use these .migrator files to generate detailed difference reports. Use the difference reports generated by BMC Remedy Migrator to see details that help you make the following decisions: „

Whether you want to use the new features in the latest release

„

Whether you want to retain the customizations in your current production system when you upgrade to the latest release

To view details of differences between objects 1 Use the BMC Remedy Migrator instruction file that was generated in the first execution of the Best Practice Conversion utility to create a .migrator file on development server (DevServer) as follows: MigratorCLI -m -s serverName -u adminUserName -d migratorFileDestination -i instructionFileNameAndPath

See the BMC Remedy Migrator Guide, Appendix A, “Migrator command-line interface.”

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2 Use the BMC Remedy Migrator instruction file that was generated in the first execution of the Best Practice Conversion utility to create a .migrator file on the server that has the out-of-the-box setup (ReferenceServer), as done in step 1. 3 In BMC Remedy Migrator, open the .migrator file created in step 1, and compare it with the .migrator file created in step 2. 4 Generate a report of the comparison and use it to view the details of differences

between objects.

Using Best Practice Conversion utility to generate difference reports Run the Best Practice Conversion utility in ReportDiff mode to generate difference reports.

To generate a difference report 1 At the command prompt, go to the following directory: utilityInstallDir\Best_Practice_Conversion_Utility\ 2 Run the Best Practice Conversion utility in ReportDiff mode by executing the

following command with the appropriate arguments (see Table 6-5): „

(Windows) bpcu.bat

„

(UNIX) bpcu.sh

Table 6-5: Command-line arguments for ReportDiff mode (Sheet 1 of 2) Argument

Description

-x

Name of the server on which to perform the operation.

-u

User name.

-p

User password.

-a

(optional) User authentication string.

-t

(optional) TCP port of the server on which to perform the operation.

-r

(optional) RPC port of the server on which to perform the operation.

-f

Absolute path to the baseline overlay hash file (include full path and file name). If the file does not exist, the utility creates it in the installDir\ Best_Practice_Conversion_Utility\output\ folder. If the file contains information from a previous differences report, the utility appends new objects and modified hashes to it.

-s

One of the following items to compare with the baseline overlay hash file: „ „

Full path to an overlay hash file Server

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Table 6-5: Command-line arguments for ReportDiff mode (Sheet 2 of 2) Argument

Description

-c

(optional) Full path to the XML file containing a list of objects to include in or to exclude from the operation. This option does not apply to ReportDiff mode when two overlay hash files are compared. See “Using Best Practice Conversion utility to generate difference reports” on page 143.

-e

(optional) Comma-separated list of form names whose associated fields and views are the only objects processed by the operation. Do not use this option with the -s option.

-o

(optional) File name and path of the difference report. Do not include a file extension. If you do not provide a file name, the following name is used: bpcu-diff-report-date_timestamp.html If you do not provide a path, the utility places the report file in the installDir\Best_Practice_Conversion_Utility\output\ folder.

-T

(optional) Format of the difference report. Values are „ „ „

-i

0—(Default) HTML 1—CSV 2—XLSX

(optional) Flag that specifies whether to include overlay and custom objects in the “extension” section of the difference report. This option applies only to file-to-server comparisons. Values are „ „

0—(Default) Exclude from extension section. 1—Include in extension section.

-m

Utility mode. Values are D or d or diff.

-k

(optional) Indicates whether to display or hide the list of objects that will be skipped in Overlay mode. „ „

0—(Default) Hide this list in the difference report. 1—Display this list in the difference report.

NOTE For an example of a complete end-to-end conversion process, see “Upgrade process to preserve pre-7.6.04 extensions and customizations” on page 123.

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Using Best practice Conversion utility to generate overlays for modified legacy objects In Overlay mode, the Best Practice Conversion utility compares objects in an overlay hash file with the objects on a server, generates a report of their differences, and performs the following tasks based on the contents of the report: „

For permitted customizations, the utility generates overlays—creates a copy of each object, and sets its Overlay property to Overlay.

„

For permitted extensions, the utility generates custom objects and sets their Overlay property to Custom

In Overlay mode, the utility ignores all the overlay, overlaid, and custom objects on the server. Hence, running the utility multiple times in Overlay mode will not cause problems for such objects, including objects that are shared among applications.

To generate overlays for pre-7.6.04 objects 1 Generate a difference report, and fix all the non-permitted extensions and

customizations that it identifies. See “Using Best Practice Conversion utility to generate difference reports” on page 143.

IMPORTANT If non-permitted extensions and customizations are found among the set of objects to be processed, the Best Practice Conversion utility does not run in Overlay mode. 2 At the command prompt, go to the following directory: utilityInstallDir\Best_Practice_Conversion_Utility\ 3 Run the Best Practice Conversion utility in Overlay mode by executing the

following command with the appropriate arguments (see Table 6-6): „

(Windows) bpcu.bat

„

(UNIX) bpcu.sh

Table 6-6: Command-line arguments for Overlay mode (Sheet 1 of 3) Argument

Description

-x

Name of the server on which to perform the operation.

-u

User name.

-p

User password.

-a

(optional) User authentication string.

-t

(optional) TCP port of the server on which to perform the operation.

-r

(optional) RPC port of the server on which to perform the operation.

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Table 6-6: Command-line arguments for Overlay mode (Sheet 2 of 3) Argument

Description

-f

Absolute path to the overlay hash file provided by BMC (include full path and file name). If the file does not exist, the utility creates it in the installDir\ Best_Practice_Conversion_Utility\output\ folder. If the file is an existing overlay hash file, the utility appends new objects and modified hashes to it. Using multiple overlay hash files for the baseline Full path to the directory containing multiple overlay hash files to use as the baseline in the comparison. Do not include a file name in the path. The utility merges all XML files in the top level of the specified directory into a single baseline hash file. (Hash files in subdirectories of the specified directory are not included in the merged file.)

-s

Server to compare with the overlay hash file specified in the -f argument.

-c

(optional) Full path to the XML file containing a list of objects to include in or to exclude from the operation. This option applies to all modes except when two overlay hash files are compared in ReportDiff mode. See “Using Best Practice Conversion utility to generate difference reports” on page 143.

-e

(optional) Comma-separated list of form names whose associated fields and views are the only objects processed by the operation. Do not use this option with the -s option.

-o

(optional) Name of the difference report. Do not include a file extension.

-T

(optional) Format of the difference report. Values are „ „ „

0—(Default) HTML 1—CSV 2—XLSX

-m

Utility mode. Values are o or overlay.

-k

(optional) Indicates whether to display or hide the list of objects that are skipped during conversion. „ „

-P

0—(Default) Hide this list in the difference report. 1—Display this list in the difference report.

Comma-separated list of prefixes in the names of user-created objects. All objects whose name begins with one of these prefixes are converted into overlays or custom objects. This option applies only to active links, active link guides, filters, filter guides, escalations, menus, and all types of containers. (Per BMC best practices, to modify such objects in pre-7.6.04 releases, you should make a copy of the origin object and add a prefix or suffix to its name.) You must ensure that the corresponding out-of-the-box object exists and is the same type in the 7.6.04 release.

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Table 6-6: Command-line arguments for Overlay mode (Sheet 3 of 3) Argument

Description

-S

Comma-separated list of suffixes in the names of user-created objects. All objects whose name ends with one of these suffixes are converted into overlays or custom objects. This option applies only to active links, active link guides, filters, filter guides, escalations, menus, and all types of containers. (Per BMC best practices, to modify such objects in pre-7.6.04 releases, you should make a copy of the origin object and add a prefix or suffix to its name.) You must ensure that the corresponding out-of-the-box object exists and is the same type in the 7.6.04 release.

-i

(optional) Flag that specifies whether to include overlay and custom objects in the “addition” section of the difference report. Values are „ „

0—(Default) Exclude from addition section 1—Include in addition section

NOTE For an example of a complete end-to-end conversion process, see “Preserving pre7.6.04 customizations” on page 116.

Conversion utility log information When the Best Practice Conversion utility is first run on a server, it creates the BPCU-Log form. The form records information about each run of the utility, such as the run date, run mode, and return code. The form also stores the run’s log file and the difference report associated with the run as attachments. By default, the Best Practice Conversion utility log file is ARSystemServerInstallDir\Best_Practice_Conversion_Utility\bpcu.log

To change the log file name, use the log4j.properties file. Each time the utility is run, the information in the bpcu.log file is overwritten. The previous version of the log is saved in the BPCU-Log form. AR System application installation programs can use the bpcu.log file to determine whether the utility was run and whether overlays were successfully created.

Upgrade Server Group option If you install a BMC Remedy AR System server over an existing BMC Remedy AR System server, you are prompted to upgrade, overwrite, or create a server group for the existing BMC Remedy AR System database.

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NOTE For information on overwriting or creating the server group, see “Overwrite or Create Server Group options” on page 63. If you choose the Upgrade option, your environment (forms, data, and workflow) is retained, and the BMC Remedy AR System database is updated to support the new server. When you upgrade an existing BMC Remedy AR System database: „

Back up the existing BMC Remedy AR System environment (forms, data, and workflow) before you upgrade. To back up your environment, either back up your underlying database or export the existing BMC Remedy AR System data and server structure definitions.

„

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 of database. The upgrade changes the metadata only. It does not affect defined forms or workflow created after the installation.

„

You must have sufficient database transaction log space before you attempt to upgrade BMC Remedy AR System. Log space needs 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 more disk space.

„

Verify that the new system message catalogs replace the original catalog files. (See Appendix A, “Locating BMC Remedy AR System files and forms,” to find the path to the catalog files.)

WARNING When you upgrade the BMC Remedy AR System server, the installer overwrites any system forms that you customized (such as the User form). To use your customized forms, re-import them after you upgrade the server.

Upgrading servers already in a server group NOTE For information on installing servers in a server group, see “Installing servers in a server group” on page 64.

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Minimum DB2 database transaction log size (for upgrade only)

To upgrade servers that are a part of a server group, follow these guidelines: „

Stop all BMC Remedy AR System servers except the server that owns the administrative operation. To check this, open the Configuration tab on the AR System Administration: Server Information form. For the administrative server, the Disable Admin Operations check box is not selected.

„

Upgrade the server that owns the administrative operation first.

„

Select the Upgrade option during the upgrade.

„

Upgrade the other servers in the group next. Select the Server Group (BMC Remedy AR System database) option.

„

Do not start the non-administrative servers before performing the upgrade installation on them.

When upgrading components such as the Approval Server and the Email Engine, remove the associated server from the server group while performing the upgrade. To do this, clear the Server Group Member check box on the Server Information form or modify the Server-Group-Member option in the ar.cfg [ar.conf] file.

Minimum DB2 database transaction log size (for upgrade only) When you upgrade a BMC Remedy AR System 7.6.04 server that uses a DB2 database in an environment supporting BMC Remedy IT Service Management (ITSM) applications, BMC recommends a minimum database transaction log file size of 1.3 GB. Before starting the upgrade, adjust the following DB2 Universal Database configuration parameters to ensure that logfilesize >= 1.3 GB: „

LOGFILSIZ

„

LOGPRIMARY

„

LOGSECOND

For example: Log file size (4KB)

(LOGFILSIZ) = 20000

Number of primary log files

(LOGPRIMARY) = 8

Number of secondary log files

(LOGSECOND) = 10

WARNING This example is from a test environment and represents a minimum transaction log file size. To determine the log file requirements for your environment, consult your database administrator before beginning the upgrade.

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For more information about determining your transaction log file size, go to http://publib.boulder.ibm.com/tividd/td/tec/SC32-1233-00/en_US/ HTML/ecoimst65.htm.

Upgrading FTS from version 7.x to 7.6.04 If you are upgrading FTS from version 7.x to 7.6.04, complete the following steps.

To upgrade from version 7.x to 7.6.04 1 Back up existing directories and files before removing them. 2 Uninstall the Open Text or Hummingbird SearchServer software if it was installed

as part of the previous BMC Remedy AR System FTS installation. 3 Select the FTS feature when you upgrade BMC Remedy AR System. 4 Delete the following directories if they are not used with other programs: „

collection

„

conf

„

temp (versions 7.1.00 and 7.0.01 only)

By default, these directories are installed in the BMC Remedy AR System server location, and they are deleted when you uninstall SearchServer. If you created these directories in another location, you must delete them manually. 5 To generate full text indexes in the new 7.6.04 format, perform a re-index

operation. (Select the Reindex check box on the FTS tab of Server Information form. See the Configuration Guide, “FTS configuration options,” page 312.) Be aware that re-indexing can take a long time and can impact other operations, so avoid re-indexing at peak hours.

Post-installation tip for upgrades If you upgrade a feature and the new files are installed in a different directory from the previous version’s files, you must manually delete the old files.

Disabling ServletExec after an upgrade If you are upgrading and you do not want to use the ServletExec application server, follow the instructions in this section to disable it (Windows or UNIX).

NOTE If you do not plan to use the ServletExec application server, you can uninstall it.

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To disable ServletExec after an upgrade on Windows 1 From the Control Panel, click Administrative Tools. 2 Open the Internet Information Services (IIS) Manager. 3 Find your local computer in the left navigation pane. 4 Click the Web Service Extensions folder for your local computer. 5 Right-click ServletExec in the list of Web Service Extensions, then choose Prohibit. 6 Right-click the Web Sites folder in the left navigation pane, then choose Properties. 7 On the ISAPI Filters tab, remove ServletExec from the list of filters. 8 Click OK, and close the IIS Manager. 9 Stop and restart the IIS.

To disable ServletExec after an upgrade on UNIX 1 Locate the httpd.conf file in the ApacheInstallDirectory/conf directory, and

open the file with a text editor. 2 Insert a # symbol at the beginning of the following lines to prevent them from

being processed: #LoadModule servletexec_module libexec/mod_servletexec.so #ServletExecAdapterConfigFile "ServletExecInstallDirectory/ ServletExecAS/config/webadapter.properties" 3 Save and close the file.

Restart the web server.

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7

Running the installers

You can run the suite installer to install multiple BMC Remedy AR System features on one computer simultaneously. You can also run a separate installer for BMC Remedy User or BMC Remedy Alert. The following topics are provided: „ „ „

Running the suite installer (page 154) Running the client installers (page 154) Installing multiple instances of BMC Remedy AR System on one computer (page 155)

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Running the suite installer You can run the suite installer (ARSuiteKitWindows.zip) to install several BMC Remedy AR System features or one feature.

IMPORTANT BMC recommends that you install BMC Remedy Mid Tier on a separate server from BMC Remedy AR System.

To run the suite installer on Windows 1 If you downloaded the software from the Electronic Product Download (EPD) site,

unzip the software. 2 Change directories to the location of the setup.cmd file for the suite installer. 3 Run setup.cmd. 4 Use the worksheets in Chapter 5, “Installation worksheets,” to enter the

information on the screens.

To run the installer on UNIX® 1 If you downloaded the software from the Electronic Product Download (EPD) site,

unzip the software. 2 Log in as root.

To install as a non-root user, see “Installing as a non-root user” on page 58. 3 In a command window, change directories to the location of the setup.sh file for

the suite installer. 4 Run setup.sh. 5 Use the worksheets in Chapter 5, “Installation worksheets,” to enter the

information on the screens.

Running the client installers Two smaller suite installers include options to install BMC Remedy clients: „

ARSuiteKitDeveloperWindows.zip installs BMC Remedy Developer Studio

and BMC Remedy Data Import. „

ARSuiteKitClientWindows.zip installs BMC Remedy User and

BMC Remedy Alert.

IMPORTANT To uninstall the server and all the clients using the one uninstall entry from the Windows Add and Remove programs, you must install the server and the clients using only the suite installer (ARSuiteKitWindows.zip).

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To run a suite installer on Windows 1 Change directories to the location of the setup.exe file for the suite installer. 2 Run setup.exe.

Installing multiple instances of BMC Remedy AR System on one computer Using the ARSuiteKit installer, you can install BMC Remedy AR System features (for example, the BMC Remedy AR System server, Email Engine, and Approval Server) in multiple directories on one computer.

NOTE You cannot install multiple instances of features by using the client installers (ARClientsSuiteKit and ARDeveloperSuiteKit). Additionally, you cannot install multiple instances of BMC Remedy Migrator on the same computer. For the BMC Remedy Encryption Security products, you must install these products into a single directory on the computer. You can then install and uninstall encryption on multiple instances of BMC Remedy AR System in any directories on the computer.

To install multiple instances 1 Run the suite installer and choose a directory for the first installation. 2 Run the installer again, and choose different directory for the installation. 3 Repeat the installation process as needed.

You can install the same or different features in the various directories.

Tips for installing BMC Remedy AR System server When installing a new instance of the BMC Remedy AR System server, be sure to enter: „

A different BMC Remedy AR System installation location

„

Unique network-resolvable instance names

„

Uniquely named tablespaces (or devices)

Additionally, only one instance of BMC Remedy AR System server can use the portmapper, so do not select the portmapper option for more than one server instance. Generally, all specifically named port numbers used for one instance should be different from the ports for other instances. For more information, see “Understanding port numbers” on page 59.

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Limitations for installing on Windows platforms Multiple instances of the following features on Windows platform have these additional limitations: „

Only one Flashboards server can be supported at a time.

„

Only one mid tier installed on Microsoft Internet Information Server with Tomcat can be supported at a time.

Numbering scheme for multiple instances Each installation is numbered, so when you want to uninstall a feature, the BMC Remedy AR System installations are labeled accordingly, for example, “BMC Remedy Action Request System 7.6.04 Install 1,” “BMC Remedy Action Request System 7.6.04 Install 2,” and so on. The following table shows an example scenario: Table 7-1: Example installation of multiple instances Destination Folder

Feature

Add or Remove Programs entry

C:\A

BMC Remedy User

BMC Remedy Action Request System 7.6.04 Install 1

C:\A

BMC Remedy Mid Tier

BMC Remedy Action Request System 7.6.04 Install 1

C:\A

Email Engine

BMC Remedy Action Request System 7.6.04 Install 1

C:\B

BMC Remedy User

BMC Remedy Action Request System 7.6.04 Install 2

C:\B

BMC Remedy AR System server

BMC Remedy Action Request System 7.6.04 Install 2

C:\B

BMC Remedy Mid Tier

BMC Remedy Action Request System 7.6.04 Install 2

C:\C

BMC Remedy AR System server

BMC Remedy Action Request System 7.6.04 Install 3

In this scenario, if you use the Add or Remove Programs window to uninstall a feature from “BMC Remedy Action Request System 7.6.04 Install 1,” all of the features installed in C:\A are listed (BMC Remedy User, BMC Remedy Mid Tier, and Email Engine). You can select one or more of the features that you want to uninstall. If you select some (but not all) of the installed features, “BMC Remedy Action Request System 7.6.04 Install 1” remains in the Add or Remove Programs window after you uninstall the selected features. If you select all of the features, “BMC Remedy Action Request System 7.6.04 Install 1” is removed entirely. So that you know the installation to which a client belongs, the options in the Start menu are also numbered, for example: Start > All Programs > BMC Software > BMC Remedy AR System 1 > BMC Remedy User

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If installed, the client tools appear in the Start > All Programs menu as follows: „

BMC Remedy User

„

BMC Remedy Alert

„

BMC Remedy Developer Studio

„

BMC Remedy Data Import

„

BMC Remedy Mid Tier Configuration Tool

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8

Post-installation procedures

After you complete the installation, you might need to perform post-installation procedures depending upon the features you installed.

NOTE For information on the post-installation tips for upgrade, see “Post-installation tip for upgrades” on page 150. The following topics are provided: „ „ „ „ „ „

Post-installation checks (page 160) BMC Remedy AR System server post-installation procedures (page 166) Approval Server post-installation procedures (page 167) Email Engine post-installation procedures (page 169) Flashboards post-installation procedures (page 170) Mid Tier post-installation procedures (page 172)

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Post-installation checks From the BMC Remedy AR System 7.6.03 release, some post-installation checks have been added. After the installation of BMC Remedy AR System and its components is complete, post-installation checks are automatically run for the components that you have selected during the installation. A sample data is run as a part of the post-installation check, to verify if the component is installed and working correctly.

NOTE The status of the post-installation checks is displayed on the Installation Summary screen. You can also run the post-installation checks through the BMC Remedy AR System Maintenance Tool using the new tab, Health Check introduced in this release of BMC Remedy AR System.

NOTE Using this tab, you can run the post-installation checks on the components selected during the installation any number of times after the installation is complete. For more information, see “Running the post-installation checks” on page 214.

BMC Remedy AR System server post-installation check After installing BMC Remedy AR System, the following are checked to make sure that the BMC Remedy AR System server is installed and working correctly: „

The connections to the database instance are created or upgraded successfully.

„

The basic BMC Remedy AR System operations such as create and set entries, create and set forms are working correctly.

„

The plug-ins are installed, are able to connect, and the plug-in server is working correctly.

If the checks fail, the following error messages are displayed on the Installation Summary screen of the installer or on the Health Check Summary screen of the Maintenance tool: „

If the sample form cannot connect to the BMC Remedy AR System—Failed to connect to AR Server

„

If the sample form create operation fails—Sample form creation check failed

„

If the sample field create operation fails—Sample field creation check failed

„

If the create entry operation on sample form fails—Sample entry creation check failed

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„

If the modify entry operation on sample form fails—Sample entry modification check failed

„

If the delete entry operation on sample form fails—Sample entry deletion check failed

„

If the modify sample form operation fails—Sample form modification check failed

„

If the delete sample form operation fails—Sample form deletion check failed

„

If there is any problem connecting to the BMC Remedy AR System server—AR Server sanity check failed

„

If the communication to the plug-in server fails—Sample plugin call check failed

NOTE If all the BMC Remedy AR System post-installation checks are successful, the AR Server sanity check passed message is displayed. For more information, see the “BMC Remedy AR System server post-installation procedures” on page 166.

BMC Remedy Assignment Engine post-installation check After installing BMC Remedy AR System, a sample application is created for the Assignment Engine, which contains the following: „

Forms—DAssignee, DRequest

„

Assignment Process—DProcess

„

Assignment Rule—select driver

„

Filter—DRequest_trigger_assignment

NOTE The data created on the sample forms is deleted once the check is executed successfully. The sample application, that is, the forms, filter, process, and rules are created only once and re-used later.

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The Assignment Engine post-installation check does the following to check if the Assignment Engine is installed and working correctly: „

Checks if the Assignment Engine process is running.

„

Creates a request in the sample form, DRequest.

„

Verifies that the sample form is getting assigned to the sample assignee.

If the check fails, the following error messages are displayed on the Installation Summary screen of the installer or on the Health Check Summary screen of the Maintenance tool: „

If the Assignment Engine process is not executing correctly—Assignment Engine process is down

„

If the Assignment Engine process on the sample form is not working— Assignment Engine is not functioning properly

„

If there is a problem communicating with the BMC Remedy AR System server— Assignment Engine sanity check failed

NOTE If the Assignment Engine is working correctly, the Assignment Engine sanity check passed message is displayed.

BMC Remedy Distributed Server Option post-installation check After installing BMC Remedy AR System, a sample application is created to verify if the Distributed Server Option (DSO) is installed and working correctly. This sample application contains the following: „

Forms—DSO-Sample:Source, DSO-Sample:Destination

„

Distributed Mapping—DSO-Sample:Mapping

„

Filter: DSO-Sample—DSO Transfer

NOTE The data created on the sample forms is deleted once the check is executed successfully. The sample application, that is, the forms, filter, process, and rules are created only once and re-used later. The DSO post-installation check does the following to check if the DSO is installed and working correctly:

162

„

Checks if the DSO process is running.

„

Creates a request in the sample form, DSO-Sample:Source.

„

Verifies that the sample form is getting transferred to the sample destination form, DSO-Sample:Destination.

Installation Guide

Post-installation checks

If the check fails, the following error messages are displayed on the Installation Summary screen of the installer or on the Health Check Summary screen of the Maintenance tool: „

If the DSO process is not running—DSO process is down

„

If the DSO process is not running due to the absence of a DSO license—AR Distributed Server license is not applied

„

If the DSO process is not running because the DSO process entry is commented in the armonitor.cfg file—DSO process is commented in armonitor.cfg file

„

If the default distributed pool of DSO is configured in polling mode—Default distributed pool is configured as polling thread, hence can not perform DSO sanity post install check

„

If the DSO is not working correctly—DSO is not functioning properly

„

If the DSO transfer operation on the sample form, DSO-Sample:Source is not working correctly—Sample DSO Transfer operation check failed

„

If the DSO update operation on the sample form, DSO-Sample:Source is not working correctly—Sample DSO Update operation check failed

„

If the DSO delete operation on the sample form, DSO-Sample:Source is not working correctly—Sample DSO Delete operation check failed

„

If there is any error while communicating with the BMC Remedy AR System server—DSO sanity check failed

NOTE If all DSO operations on the sample forms are working correctly, the DSO sanity check passed message is displayed. For more information, see the BMC Remedy Distributed Server Option Guide.

BMC Remedy Approval Server post-installation check After installing BMC Remedy AR System, the Approval Server post-installation check does the following to check if the Approval Server is installed and working correctly: „

Checks if the Approval Server process is running.

„

Creates a sample data on the AP-Sample2:Get Agreement form.

NOTE The data created on the sample forms is deleted once the check is executed successfully.

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If the check fails, the following error messages are displayed on the Installation Summary screen of the installer or on the Health Check Summary screen of the Maintenance tool: „

If the Approval Server is not working correctly or if any failure occurs during execution—Approval Server sanity check failed

„

If the Approval Server process is down—Approval Server service is not running

NOTE When the Approval Server is working correctly, the Approval Server sanity check passed message is displayed. For more information, see the “Troubleshooting” appendix in the BMC Remedy Approval Server Guide and “Approval Server post-installation procedures” on page 167.

BMC Remedy Email Engine post-installation check After installing BMC Remedy AR System, the Email Engine post-installation check does the following to check if the Email Engine is installed and working correctly: „

Checks if the Email Engine process is running.

„

Creates a sample data on the AR System Email Messages form.

NOTE The data created on the sample forms is deleted once the check is executed successfully. If the check fails, the following error messages are displayed on the Installation Summary screen of the installer or on the Health Check Summary screen of the Maintenance tool: „

If the Email Engine process is down—Email Engine process is down

„

If the Email Engine is not working correctly—Email Engine is not functioning properly

„

If the Email Engine is not configured—Email Engine is not configured

„

If the mailbox polling interval is in minutes, the Email Engine post-installation check is skipped—Email Engine is not configured for post install sanity check execution

„

If any failure occurs during the working of the Email Engine—Email Engine sanity check failed

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NOTE When the Email Engine is working correctly, the Email Engine sanity check passed message is displayed. The Email Engine post-installation check also verifies remote Email Engine installation. For more information, see the “Troubleshooting” chapter in the BMC Remedy Email Engine Guide and “Email Engine post-installation procedures” on page 169.

BMC Remedy Migrator post-installation check After installing BMC Remedy AR System, the Migrator post-installation check does the following to check if the Migrator is installed and working correctly: „

Checks if the sample form, Sample::Enrollments is available on the BMC Remedy AR System server.

„

Collects the BMC Remedy AR System server login credentials from the user to check if the BMC Remedy AR System server is running.

„

Executes the Run MigratorCli command for migrating the sample form from the BMC Remedy AR System server to a temporary migrator file created in the directory where migratorcli.exe exists. A temporary log file is also generated here.

On successfully performing the above operations, migrates the sample form from the migrator file back to the BMC Remedy AR System server.

NOTE The data created on the sample forms is deleted once the check is executed successfully. If the check fails, the following error messages are displayed on the Installation Summary screen of the installer or on the Health Check Summary screen of the Maintenance tool: „

If the migrator license is not available on the target server—Migrator CLI run command failed

„

„

If the sample form, Sample::Enrollments is not available on the target server—Migrator CLI run command failed If the temporary log file is not generated—MigratorCli tmp log file not found

NOTE When the Migrator is working correctly, the Migrator sanity check passed message is displayed.

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BMC Remedy AR System server post-installation procedures This section describes tasks you can perform after you install BMC Remedy AR System.

Starting and stopping the BMC Remedy AR System server manually The installation script starts the BMC Remedy AR System server automatically, but you can stop the server and start it manually to verify the installation or troubleshoot problems.

To start or stop the BMC Remedy AR System server on Windows 1 Access the Services screen. a Go to Start > Settings > Control Panel. b Double-click Administrative Tools. c Double-click the Services icon. 2 Select the appropriate server. „

The first or the only BMC Remedy AR System server installed on a computer is called BMC Remedy Action Request System server.

„

Additional servers are listed as BMC Remedy AR System serverName.

3 Choose Action > Start or Action > Stop, as required.

If you want to stop other BMC Remedy AR System services, stop them in the following order: a BMC Remedy AR System server b BMC Remedy Email Engine c BMC Remedy AR System Portmapper

To start or stop the BMC Remedy AR System server on UNIX 1 Log in as root.

In a non-root installation, log in as the user who starts the BMC Remedy AR System server. Make sure that you have read/write access to the /dev/ console file before you restart the server as non-root. 2 Enter the arsystem stop or arsystem start command: ARSystemInstallDir/bin/arsystem start ARSystemInstallDir/bin/arsystem stop

WARNING Do not use the kill -9 command to stop the BMC Remedy AR System server, or your database might be left in an inconsistent state.

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Increasing the default maximum memory growth on HP-UX Use the following procedure to increase the current default maximum memory growth potential of arserverd, you can use the chatr utility.

To modify the server 1 Configure the file system for large files. To verify this, enter: fsadm -F vxfs /d1

You will see the following output if it is configured for large files: largefiles

If the output displays nolargefiles, see the man pages for fsadm. If you do not configure your file system for largefiles and a process core dump failure occurs, the core file will be truncated if the resident memory size of the process is greater than 2 GB. 2 Enter the following command to set ulimit to unlimited: ulimit -d unlimited

Setting the Next-ID-Block-Size parameter value After installing or upgrading AR System, set the Next-ID-Block-Size parameter value to 100 in the ar.cfg or ar.conf file on the AR System server. For more information and instructions, see the “Allocating blocks of Next-IDs” section in the BMC Remedy Action Request System 7.6.04 Optimizing and Troubleshooting Guide.

IMPORTANT If you have not done so already, perform this task immediately after completing the AR System install or upgrade and before installing other applications like Atrium or ITSM.

Approval Server post-installation procedures NOTE When upgrading to Approval Server 7.6.04, the following error is written to the ARSystemInstallDir/Logs/Approval-RIK_PostUpgradeInstall.log file while the sample data is being imported: ERROR (338): Duplicate Entry ID

You can safely ignore this error because it has no impact on the functionality of the approval server.

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If you upgraded BMC Remedy Approval Server after backing up your data and customizations as recommended in “Approval Server pre-installation procedures” on page 69, perform the following activities: „

Import your customizations from the relevant .def and .arx files.

„

Restore your customized form views.

„

Disable the approval server workflow you documented. (Approval server workflow is overwritten and re-enabled during an upgrade installation.)

The Approval Server is an ARDBC plug-in, which runs in the plug-in server. By default, armonitor starts the plug-in server along with the BMC Remedy AR System server. Therefore, the Approval Server is also loaded automatically when you start the BMC Remedy AR System server. The armonitor executable uses the armonitor.cfg (Windows) or armonitor.conf (UNIX®) file to determine which services to start. Starting the plug-in server is controlled by the following line: „

Windows "$BMC_AR_SERVER_HOME$$/$arplugin.exe" $BMC_UNICODE_OPTION$ -i "$BMC_AR_SERVER_HOME$" –m

„

UNIX $BMC_AR_SERVER_HOME$$/$bin$/$arplugin -s $BMC_AR_SERVER_NAME$ -i $BMC_AR_SERVER_HOME$

When the plug-in server starts, it checks the BMC Remedy AR System configuration file (ar.cfg or ar.conf) for a list of plug-ins to load. The installation script adds one of the following entries for the Approval Server plug-in to the BMC Remedy AR System configuration file: „

Plugin: arapprove.dll (Windows)

„

Plugin: arapprove (UNIX)

To temporarily prevent the Approval Server from starting 1 Create a backup copy of the BMC Remedy AR System configuration file if you do

not already have one. „

(Windows) ARSystemInstallDir/CONF/ar.cfg

„

(UNIX) ARSystemInstallationDirectory/CONF/ar.conf

ARSystemInstallationDirectory is the directory where the BMC Remedy AR System server executable is installed. 2 Open the BMC Remedy AR System configuration file in a text editor. 3 Locate the Plugin: line. 4 Insert a hash character (# ) at the beginning of the line.

This marks the line as a comment and causes the Plug-in server to ignore the line when starting up. 5 Save the file. 168

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6 Stop and restart the BMC Remedy AR System server.

See “Starting and stopping the BMC Remedy AR System server manually” on page 166. For information about upgrading the approval server, see the BMC Remedy Approval Server Guide, “Upgrading the approval server,” page 173.

Email Engine post-installation procedures This section describes the tasks that you can perform after you install the Email Engine.

Starting and stopping the Email Engine If the Email Engine fails to start automatically after you start the server, use the instructions in this section to start it manually.

NOTE If you stop the BMC Remedy AR System server manually from the Services window, the Email Engine stops. However, the engine does not start again when you restart the BMC Remedy AR System server—you must restart the engine manually.

To start and stop the Email Engine manually on Windows from the Services window 1 Go to Start > Settings > Control Panel > Administrative Tools > Services to open

the Services window. 2 Select the BMC Remedy Email Engine service. 3 Right-click the service and select Start or Stop.

The email service will start or stop immediately.

To start and stop the Email Engine manually on Windows from the command line 1 Enter the following command to change directories to the Email Engine

installation directory: cd emailEngineInstallDirectory

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2 Enter either of the following commands to start the Email Engine: „

emailstart

„

java -cp emaildaemon.jar;arapi75.jar;arutil75.jar;activation; jar;mail.jar;imap.jar;smtp.jar;pop3.jar; com.bmc.arsys.emaildaemon.EmailDaemon

3 To stop the Email Engine, press CTRL+C.

NOTE MAPI mailbox users only: If you did not configure your MAPI mailbox during installation, change the Email Engine login information in the Services window to your Windows user account.

To start and stop the Email Engine manually on UNIX 1 Enter the following command to change directories to the Email Engine

installation directory: cd emailEngineInstallDirectory 2 Enter either of the following commands to start the Email Engine: „

emaild.sh start &

„

# nohup emaild.sh start &

3 Enter the following command to stop the Email Engine: # emaild.sh stop &

After you enter this command, the AR Monitor stops the Email Engine service and immediately restarts it automatically. If the emaild.sh command fails to stop the Email Engine, comment out the following line in the armonitor.conf file, then reissue the emaild.sh command: /etc/arsystem/serverName/armonitor.conf

Flashboards post-installation procedures This section describes the tasks that you can perform after you install Flashboards.

Starting or stopping the Flashboards server manually Use the Flashboards server to collect historical data.

To start or stop the Flashboards server on Windows 1 Access the Services screen. a Choose Start > Settings > Control Panel. b Double-click Administrative Tools. c Double-click the Services icon.

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2 Select the Flashboards server. 3 Select Action > Start or Action > Stop, as required.

To start or stop the Flashboards server on UNIX or Linux 1 Change directories to the installation directory of that server. 2 Enter the following commands to start or stop the Flashboards server: server.sh start

or server.sh stop

If you are running two Flashboards servers on the same computer and you enter the server.sh stop command, both servers will stop. To stop only one Flashboards server, include the port number in the command as given below: server.sh stop -p portNumber

Running the Flashboards server after exiting a shell If you plan to exit a shell after starting the Flashboards server in that shell, enter the following command to start the server: nohup server.sh start &

When you enter this command, the Flashboards server continues running in the background after you exit the shell.

Installing and configuring Flashboards samples The Flashboards samples show how to gather statistics. The suite installer does not prompt you to install Flashboards samples. You must install the samples manually.

To install Flashboards samples manually 1 In the BMC Remedy AR System Navigator pane of BMC Remedy Developer

Studio, right-click on the name of the server where the samples should be installed. 2 Choose Import > Object Definitions to open the Import Objects window. 3 In the Import File field, enter the full path name for the ServerStat.def file. „

Windows C:\Program Files\BMC Software\ARSystem\flashboardserver \ServerStat.def

„

UNIX /opt/bmc/ARSystem/flashboardserver/ServerStat.def

4 Click Next. 5 Select the objects, and click Finish.

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To configure the Flashboards samples 1 Open the AR System Administration: Server Information form. 2 Select the server that contains the installed samples. 3 Click the Advanced tab. 4 In the Default Web Path field, enter the following web path: http://webServerName:port/arsys

where webServerName is the name of the web server on which the mid tier is installed and port is the port number. The port number is optional. 5 In the Server Statistics section, select the Cumulative Queue option. 6 Click OK to save the changes.

To configure Flashboards sample variables 1 Open BMC Remedy Developer Studio. 2 In BMC Remedy AR System Navigator, expand serverName > All Objects, where

serverName is the server that contains the installed samples. 3 Double-click Flashboards Variables. 4 In the Flashboards Variables list, double-click the Set Entry Calls Per Hour

variable. 5 Open the Data Collection panel and select the Collect Data option. 6 Open the History panel and set the collection interval. 7 Save the changes. 8 Repeat this procedure for the Set Entry Calls Per Second and Total Number of

Fixed Licenses variables.

Mid Tier post-installation procedures This section describes the tasks that you should complete after you install the mid tier. It also includes some troubleshooting tips. For complete configuration information, see the BMC Remedy Mid Tier Guide.

NOTE For information about disabling ServletExec after an upgrade, see “Disabling ServletExec after an upgrade” on page 150.

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Verifying that the mid tier is working To verify if the mid tier is working, access the following URL: http://yourWebServer:optionalPortNumber/arsys/shared/config/ config.jsp

For example: http://XYZCompany:8080/arsys/shared/config/config.jsp

The default password is arsystem.

Verifying that the JSP engine has the proper permissions If you are using the existing ServletExec, Tomcat JSP engine, or JBOSS, make sure that the JSP™ engine directory has read, write, and execute permissions to the mid tier installation directory: „

Windows—C:\Program Files\BMC Software\ARSystem\midtier\

„

UNIX—/opt/bmc/ARSystem/midtier

If you are installing Tomcat from the suite installer, make sure that the Tomcat’s destination directory (for example, /opt/apche/Tomcat6.0) has read, write, and execute permissions.

Proxy server and load balancer settings The mid tier implementation is in a servlet filter, which overrides the HttpServletResponse.sendRedirect(String Url) method so that all redirects that the mid tier sends are relative. (The standard HttpServletResponse.sendRedirect(String Url) method makes the URLs absolute.) To enable the filter, edit the web.xml file or use the servlet container’s administration console to add the filter. See “Enabling filter parameters” on page 175.

Behavior when the servlet filter is not active If the filter is not active, redirect URLs in the Location HTTP header of the response sent from the mid tier using the following format: "http[s]://localWebServerName.domainName.com/arsys/path/to/ resource"

In this example, localWebServerName.domainName.com is the host name or domain name where the servlet engine is running. That host name or domain name is incorrect in reverse proxy and load balanced environments.

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Some proxy servers cannot overwrite hostName.domain in the Location HTTP header of the redirect response. Those proxy servers cannot connect the URL back to the proxy server’s hostName.domain. The URL sent to the browser in these cases is not back through the proxy server, but includes a host name that is not resolvable nor routable from the external network. When the host name changes from the original URL that is used to initially connect through the proxy, the browser does not send the proper cookies that the servlet engine and mid tier set for session tracking and other functions. The URL in the Location HTTP header of redirect responses is sometimes wrong in load balanced environments, because the local host name of one of the web servers in the farm does not match the virtual host name of the load balancer. If the filter is not active, the URL in the redirect response is: “http[s]://internalServerSomewhereOnAnother.internalDomain.com/ arsys/shared/login.jsp”

This URL cannot make it back through the proxy server. Similar problems occur with cookies that the servlet engine and mid tier return. Some proxy servers cannot change the Set-Cookie HTTP header to reset the path on cookies to the proxy server’s alias for web applications behind the proxy. In these cases, the proxy has an alias that directs requests to different internal web servers (for example, http[s]://external.hostname.somewhere.com/ helpdesk directs HTTP requests to a mid-tier application, and http[s]:// external.hostname.somewhere.com/marketing directs HTTP requests to a different internal web server). The path for cookies that the servlet API returns is incorrect, and the following actions must occur: „

The proxy server must adjust the path. By default, the servlet API sets the cookie path to the name of the application context path. For the mid tier, the path usually is /arsys.

„

The filter parameters must be enabled as described in “Enabling filter parameters” on page 175. You can reset the path for cookies to /helpdesk or simply to the root path (/).

WARNING Some servlet engines cannot reset the cookie path for the JSESSIONID cookie, even with the filter parameters enabled.

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Behavior when the servlet filter is active If the filter is active, redirect URLs in the Location HTTP header of the response sent from the mid tier using the following format: "../../../../path/to/resource"

The browser receives this relative URL and calculates the full URL to access the resource. For example, when the filter is active, the redirect to the login.jsp response from the URL: http[s]://correctProxyServerName.correctDomain.com/arsys/forms/ arserver1/sampleForm/sampleView

to login.jsp is similar to: "../../../../shared/login/jsp"

Enabling filter parameters To enable the filter, add the following highlighted tags to the mid tier application's web.xml file near the top.

TIP Make sure to preserve the order in which the XML tags appear within the web.xml file. --> Remedy AR System

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Add this text to enable the filter.

ProxyFilter com.remedy.arsys.stubs.ProxyFilter ProxyFilter /* com.remedy.arsys.stubs.SessionData$ReleaseSessionData SetupServlet com.remedy.arsys.stubs.SetupServlet 1 (… Rest of web.xml file …)

Running Tomcat with IIS Review the information in this section if you are running Tomcat with IIS.

Using the correct permissions You must have administrator rights when you install BMC Remedy Mid Tier with IIS as the web server and Tomcat as the JSP engine.

Running on Windows 2003 Server x64 The 64-bit version of Microsoft Internet Information Services (IIS) will not load the Tomcat ISAPI filter by default, because the Tomcat filter is designed for 32-bit platforms. Complete the following instructions to run IIS with Tomcat on this platform.

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To run Tomcat with IIS on Windows 2003 Server x64 1 Install the mid tier, and choose Tomcat as the JSP engine. 2 In a command window, change directories to C:\Inetpub\AdminScripts. 3 From the command window, run the following command: cscript.exe adsutil.vbs SET W3SVC/AppPools/Enable32BitAppOnWin64 1

This step enables 64-bit IIS to run 32-bit processes. 4 From the command window, run the following command: cscript.exe C:\WINDOWS\system32\iisext.vbs /AddFile "C:\Program Files (x86)\Apache Software Foundation\Jakarta Isapi Redirector\bin\isapi_redirect.dll" 1 jakarta 1 jakarta

This step adds and enables the Jakarta Isapi Redirector web service extension. 5 Stop and restart IIS. 6 Open the BMC Remedy Mid Tier Configuration Tool to verify that the Tomcat

ISAPI filter is working: http://yourWebServer/arsys/shared/config/config.jsp

Changing the mid tier configuration password Consider changing the mid tier configuration password after you complete the installation.

To change the mid tier configuration password 1 Start the Mid Tier Configuration Tool in a browser.

The URL is http://webServer:port/arsys/shared/config/config.jsp. 2 In the login screen, enter the default password (arsystem). 3 Click Change Password in the left panel. 4 Enter the new password.

Troubleshooting tips This section describes the Troubleshooting tips for mid tier.

Troubleshooting Java SDK on Windows If you have a valid Java SDK installed, but the mid tier installer warns you that the SDK is not found or is not valid, the registry information for Java SDK might be corrupt. To fix the problem, simply uninstall and reinstall the Java SDK. Then, run the mid tier installer again.

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NOTE Some web environments such as WebSphere or Oracle® AS might install their own Java SDK that is not registered globally, thus the mid-tier installer might report that no Java SDK was found. If this is the case, you can ignore the error message and continue installing the mid tier.

Apache on Linux—Changing the group ID value You might receive the following security-related error message when you install the mid tier on Linux® with Apache: chgrp: invalid group name '#-1' Error running the following command chgrp -R #-1 /usr/ar/mid-tier You will need to manually run this command after the installation has completed. See the install log /use/tmp/mt_install.log for details.

If you see this error, enter the correct web server group ID in the Group line of the httpd.conf file, located in the Apache installation directory. If you do not make this change, you will be unable to save changes you make to the Mid Tier Configuration Tool settings. Obtain the correct group ID from your web server administrator.

Tomcat with IIS—ISAPI filter is not created When you install the mid tier with Tomcat Windows with IIS, the ISAPI filter might not get created in the IIS manager. If this occurs, you cannot start the BMC Remedy Mid Tier Configuration Tool. To resolve the problem: 1 In Windows, open the Internet Information Services (IIS) Manager. 2 Verify that all the following entries appear: „

ISAPI filter – Default Web Site properties

„

Jakarta virtual directory

„

Jakarta Web Service Extensions

3 If any of the entries does not appear, add the missing entries to the IIS manager

manually.

Running Tomcat on a UNIX server If you try to run Tomcat on a UNIX server after installing the mid tier, and you receive an error message or the mid tier does not start, refer to the log file in the tomcat/logs directory. If you find incompatibility errors for the Java version, check the JRE_HOME variable. It might be pointing to an older version. For the latest, most complete information about what is officially supported, see the compatibility matrix at http://www.bmc.com/support.

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9

Uninstalling BMC Remedy AR System features and clients This chapter describes how to uninstall the BMC Remedy AR System features and clients. The following topics are provided: „ „

Uninstalling BMC Remedy AR System features (page 180) Uninstallation tips (page 180)

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Uninstalling BMC Remedy AR System features When you run the uninstaller, the BMC Remedy AR System binaries are removed, but the BMC Remedy AR System database remains intact.

To uninstall BMC Remedy AR System features on Windows 1 Go to ARSystemInstallDir\UninstallBMCARSystem. 2 Double-click the uninstall.exe file. 3 Follow the wizard’s prompts.

To uninstall BMC Remedy AR System features on UNIX® 1 Go to ARSystemServer/uninstallBMCARSystem. 2 Run the uninstall file. 3 Follow the wizard’s prompts.

NOTE If you customize forms, any automatically installed forms are overwritten when you perform an upgrade.

Uninstallation tips This section provides uninstallation tips for BMC Remedy AR System server and BMC Remedy Mid Tier.

BMC Remedy AR System server If you are uninstalling the server, the uninstall process does not remove the BMC Remedy AR System database from your system. Your data and structures remain intact; so you can choose to upgrade the BMC Remedy AR System database if you reinstall the server.

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BMC Remedy Mid Tier „

If you chose to install Tomcat when you installed the mid tier, Tomcat is also uninstalled when you uninstall the mid tier.

„

If you installed Tomcat and the mid tier, and you are running Windows in an IIS environment, Redirector is installed. Redirector is not removed during the uninstallation process. You must remove it manually.

„

If you are using the Apache web server, remove the following lines from the ApacheInstallDir/conf/httpd.conf file: LoadModule jk_module modules/mod_jk.so JkWorkersFile /usr/ar/apache-tomcat-version/conf/ arsysworker.properties JkLogFile /usr/apache_version/logs/mod_jk.log JkLogLevel info JkLogStampFormat "[%a %b %d %H:%M:%S %Y] " JkOptions +ForwardURIEscaped +ForwardURICompatUnparsed JkRequestLogFormat "%w %V %T" JkMount /arsys/* arsysWorker1

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10

Troubleshooting your installation This chapter describes how to troubleshoot problems you encounter with your installation.

IMPORTANT Some post-installation checks have been added from the 7.6.03 release of BMC Remedy AR System. These checks verify if the installation has succeeded. For more information, see Chapter 8, “Post-installation procedures”. The following topics are provided: „ „

Server issues on DB2 (page 184) Free and available ports (page 184)

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Server issues on DB2 If you are installing the BMC Remedy AR System server on DB2®, you might see the following error messages in the error log or on the installation panels during pre-installation: „

Create Database failed with the following vendor exception

„

Drop Database failed with the following vendor exception

For an explanation for the creation or drop failure, see the dbcreateOutput or dbdropOut file in the /tempFolder/Utilities/rik/dblog folder. If you see a BMC Remedy AR System installation failure during an overwrite, see the /ARSystemInstallDir/Logs folder for the dbcreateOutput or dbdropOut file for information about the database creation.

Free and available ports While installing BMC Remedy AR System server, if the port number provided during the installation for the BMC Remedy AR System components is already in use, the following error messages are displayed in the error log or on the installation panels during pre-installation: The AR System Server TCP Port Number :: PortNumber in use. Specify an unused port address between 1024 and 65535 The Java Plugin Server TCP Port Address :: PortNumber in use. Specify an unused port address between 1024 and 65535

You must change the port number and then continue with the installation. For more information, see “Understanding port numbers” on page 59.

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Appendix

A

Locating BMC Remedy AR System files and forms This appendix describes the BMC Remedy AR System feature and client files and forms that the installer creates and modifies during installation. You cannot move the BMC Remedy AR System server files. You must reinstall BMC Remedy AR System if you want to move the server to a new computer. You can preserve the environment by exporting data and structures and importing them to the new location. For more information, see the Configuration Guide, “Importing data into AR System forms,” page 279, and the Form and Application Objects Guide, “Importing and exporting object definitions and locking objects,” page 557. The following topics are provided: „ „

Default installation directories (page 186) Installed files and locations (page 187)

Appendix A

Locating BMC Remedy AR System files and forms

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Default installation directories All BMC Remedy AR System features are installed in the following directory: „

Windows—C:\Program Files\BMC Software\ARSystem

„

UNIX®—/opt/bmc/ARSystem

Each feature has its own subdirectory as follows: „

alerttool

„

approval

„

ardbcldap

„

arealdap

„

Arserver

„

AREmail

„

arsystem (for utilities)

„

assignmentengine

„

crystalreports

„

crystalwebapplication

„

dataimporttool

„

DevStudio

„

flashboards

„

ftsconfiguration

„

midtier

„

snmpconfiguration

„

usertool

„

webserviceplugin

IMPORTANT If you upgrade, new files are installed. If those files exist from the previous installation, they are overwritten. Otherwise, the legacy files are left on the file system unaltered.

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Installed files and locations The following tables list the files that are created or modified when you install various BMC Remedy AR System features.

BMC Remedy AR System server file locations NOTE It is recommended 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 the process that requires a missing DLL will stop responding.

Windows locations Table A-1: BMC Remedy AR System server file locations (Windows) (Sheet 1 of 2) File

Location

Executable/DLL files

ARSystemInstallDir\

Configuration file

„ „

ARSystemInstallDir\conf\armonitor.cfg ARSystemInstallDir\conf\ar.cfg

AR and ar.ini files

C:\Documents and Settings\userName\ Application Data\AR System\HOME

Install log file

%temp%\arsystem_install_log.txt

Default log files

ARSystemInstallDir\Arserver\Db\*.log

Log files generated during ARSystemInstallDir\Logs import of data to the BMC Remedy AR System server database Error files

ARSystemInstallDir\Arserver\Db\arerror.log

API Package

„ „

„

„ „

„

Sample files

ARSystemInstallDir\Arserver\api Java doc files: ARSystemInstallDir\Arserver\api\doc Header files: ARSystemInstallDir\Arserver\api\include\*. h Library files: ARSystemInstallDir\lib*.dll Source code: ARSystemInstallDir\Arserver\api\driver 64-bit library files: ARSystemInstallDir\lib64

ARSystemInstallDir\Arserver\samples

By default, ARSystemInstallDir is C:\Program Files\BMC Software\ ARSystem on Windows.

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Table A-1: BMC Remedy AR System server file locations (Windows) (Sheet 2 of 2) File

Location

Email notification and submission configuration

ARSystemInstallDir\conf\armaild.cfg

(You must install and configure BMC Remedy Email Engine to use notifications.) System Error Messages Help

ARSystemInstallDir\Arserver\help

Forms that the installer ARSystemInstallDir\Arserver\InstallForms imports during installation Forms that the server selfimports at startup

ARSystemInstallDir\Arserver\SystemForms

By default, ARSystemInstallDir is C:\Program Files\BMC Software\ ARSystem on Windows.

NOTE If you use centralized preferences, the ARSystemHomeDirectory files are stored on the server and not in the local directories. For new installations on Windows XP, the default ARSystemHomeDirectory is C:\Documents and Settings\userName\Application Data\AR System\HOME.

On Microsoft Windows Vista, the default ARSystemHomeDirectory is C:\Users\LoginName\AppData\Roaming\AR System\Home.

UNIX locations Table A-2: BMC Remedy AR System server file locations (UNIX) (Sheet 1 of 2) File

Location

Executable files

ARSystemInstallDir/bin

Configuration files

„ „

BMC Remedy AR System servers

„ „ „

/etc/arsystem/ARServerID/armonitor.conf ARSystemInstallDir/conf/ar.conf ARSystemInstallDir/conf/ar /etc/init.d/arsystem /etc/init.d/arsystem_serverName

Default log file

ARSystemInstallDir/db/*.log

Install log file

„ „

/usr/tmp/arsystem_install_log.txt /tmp/arsystem_install_log.txt (SUSE Linux® and Red Hat Linux)

By default, ARSystemInstallDir is /opt/bmc/ARSystem on UNIX.

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Table A-2: BMC Remedy AR System server file locations (UNIX) (Sheet 2 of 2) File

Location

Log files generated during import of data to the BMC Remedy AR System server database

ARSystemInstallDir/Logs

Error file

ARSystemInstallDir/db/arerror.log

Lock files

ARSystemInstallDir/db/*.lck

API Package

„ „ „

„ „

ARSystemInstallDir/api Java doc files: ARSystemInstallDir/api/doc Header files: ARSystemInstallDir/api/ include/*.h Library files: ARSystemInstallDir/api/lib/*.a Source code examples: ARSystemInstallDir/api/ src

Sample Application

ARSystemInstallDir/arserver/samples

Catalog files

„

„ „

/usr/lib/locale/C/LC_MESSAGES (Solaris and Linux) /usr/lib/nls/C (HP-UX) /usr/lib/nls/msg/En_US (AIX®)

System Error Messages Help

ARSystemInstallDir/help

Forms that the installer imports during installation

ARSystemInstallDir/installforms

Forms that the server self-imports at startup

ARSystemInstallDir/systemforms

By default, ARSystemInstallDir is /opt/bmc/ARSystem on UNIX.

BMC Remedy Approval Server file locations Windows locations Table A-3: Approval Server files (Windows) (Sheet 1 of 2) Category

Location

Templates

„ „

Localized files

„ „ „

ARSystemInstallDir\approval\Templates\*.imp ARSystemInstallDir\approval\Templates\*.arm ARSystemInstallDir\approval\locale\*.arx ARSystemInstallDir\approval\locale\*.def ARSystemInstallDir\approval\locale\*.xml

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Table A-3: Approval Server files (Windows) (Sheet 2 of 2) Category

Location

Logs

„

„

„

„

„

„

Uninstallation files

„ „

ARSystemInstallDir\approval\Logs\ ApprovalServer.html ARSystemInstallDir\approval\Logs\ ApprovalServer.log ARSystemInstallDir\approval\Logs\ ApprovalServer_debug.dbg ARSystemInstallDir\approval\Logs\ ApprovalServer_error.dbg ARSystemInstallDir\approval\Logs\ getgroup,result ARSystemInstallDir\approval\Logs\ getsvrinfo.result ARSystemInstallDir\approval\Uninstall\*.lst ARSystemInstallDir\approval\Uninstall\*.xml

UNIX locations Table A-4: Approval Server files (UNIX) Category

Location

Binary files

ARSystemInstallDir/approval/bin/arapprove.so

Utilities

„ „

Logs

„

„

„

„

„ „

Templates

„ „

Localized files

„ „ „

Uninstallation files

„

„

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ARSystemInstallDir/approval/bin/arjoinfix ARSystemInstallDir/approval/bin/arapupgd ARSystemInstallDir/approval/Logs/ ApprovalServer.html ARSystemInstallDir/approval/Logs/ ApprovalServer.log ARSystemInstallDir/approval/Logs/ ApprovalServer_debug.dbg ARSystemInstallDir/approval/Logs/ ApprovalServer_error.log ARSystemInstallDir/approval/Logs/getgroup,result ARSystemInstallDir/approval/Logs/getsvrinfo.result ARSystemInstallDir/approval/templates/*.imp ARSystemInstallDir/approval/templates/*.arm ARSystemInstallDir/approval/templates/locale/*.arx ARSystemInstallDir/approval/templates/locale/*.def ARSystemInstallDir/approval/templates/locale/*.xml ARSystemInstallDir/approval/templates/Uninstall/ *.lst ARSystemInstallDir/approval/templates/Uninstall/ *.xml

Installed files and locations

BMC Remedy Email Engine locations Windows locations Table A-5: Email Engine file locations (Windows) Category

Location

Executable/DLL files

C:\Program Files\BMC Software\ARSystem\AREmail

Configuration file

C:\Program Files\BMC Software\ARSystem\ AREmail\ EmailDaemon.properties

Install log file

%temp%\arsystem_install_log.txt

Default log files

C:\Program Files\BMC Software\ARSystem\ AREmail\Logs\stdout.log

Error files

C:\Program Files\BMC Software\ARSystem\ AREmail\Logs\stderr.log

Forms that the installer imports during installation

C:\Program Files\BMC Software\ARSystem\ AREmail\*.def

Batch file to start Email Engine

C:\Program Files\BMC Software\ARSystem\ AREmail\EmailStart.bat

Batch file to stop Email Engine

C:\Program Files\BMC Software\ARSystem\ AREmail\EmailStop.bat

UNIX locations Table A-6: Email Engine file locations (UNIX) Category

Location

Executable/DLL files

/opt/bmc/ARSystem/AREmail

Configuration file

/opt/bmc/ARSystem/AREmail/ EmailDaemon.properties

Install log file

/usr/tmp/arsystem_install_log.txt /tmp/arsystem_install_log.txt (SUSE Linux and Red Hat Linux)

Default log files

/opt/bmc/ARSystem/AREmail/Logs/stdout.log

Error files

/opt/bmc/ARSystem/AREmail/Logs/stderr.log

Forms that the installer imports during installation

/opt/bmc/ARSystem/AREmail/*.def

Batch file to start Email Engine

/opt/bmc/ARSystem/AREmail/EmailStart.bat

Batch file to stop Email Engine

/opt/bmc/ARSystem/AREmail/EmailStop.bat

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BMC Remedy Mid Tier file locations You can install the mid tier on a Windows or UNIX system. The following table lists the locations of the files on either system. Table A-7: BMC Remedy Mid Tier file locations Category

Location

Binary files

ARSystemInstallDir\midtier

Configuration file

ARSystemInstallDir\midtier\WEB-INF\classes\ config.properties

JSP™ files

ARSystemInstallDir\midtier\shared

.gif files

ARSystemInstallDir\midtier\shared\images

JavaScript

ARSystemInstallDir\midtier\resources

Web application

ARSystemInstallDir\midtier\WEB-INF

Java class files

ARSystemInstallDir\midtier\WEB-INF\classes

Shared libraries

ARSystemInstallDir\midtier\WEB-INF\lib

By default, ARSystemInstallDir is C:\Program Files\BMC Software\ ARSystem/ on Windows or /opt/bmc/ARSystem/ on UNIX.

BMC Remedy AR System client file locations on Windows Table A-8: BMC Remedy AR System client file locations (Sheet 1 of 2) Category

Location

Executables

ARSystemInstallDir\alerttool ARSystemInstallDir\DeveloperStudio ARSystemInstallDir\user

Help information

ARSystemInstallDir\DevStudio\ ARSystemInstallDir\dataimporttool\ ARSystemInstallDir\user\resdlls\* ARSystemInstallDir\alerttool\resdlls\*

User configuration

ARSystemHomeDirectory\ar.ini

BMC Remedy AR System servers

ARSystemHomeDirectory\ar

Macros

ARSystemHomeDirectory\arcmds\macroName.arq

User defaults

ARSystemHomeDirectory\formName\formName.ard

User views

ARSystemHomeDirectory\formName\formName.arv

By default, ARSystemInstallDir is C:\Program Files\BMC Software\ ARSystem. On Windows XP, the default ARSystemHomeDirectory is C:\Documents and Settings\userName\Application Data\AR System\HOME. On Microsoft Windows Vista, the default ARSystemHomeDirectory is C:\Users\LoginName\AppData\Roaming\AR System\Home.

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Installed files and locations

Table A-8: BMC Remedy AR System client file locations (Sheet 2 of 2) Category

Location

Form definition cache

ARSystemHomeDirectory\formName\formName.arf

Custom report design

ARSystemHomeDirectory\arcmds\reportName.arr

By default, ARSystemInstallDir is C:\Program Files\BMC Software\ ARSystem. On Windows XP, the default ARSystemHomeDirectory is C:\Documents and Settings\userName\Application Data\AR System\HOME. On Microsoft Windows Vista, the default ARSystemHomeDirectory is C:\Users\LoginName\AppData\Roaming\AR System\Home.

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Appendix

B

Using the silent installer

To run the installer in a headless environment or to run the installer on multiple systems at the same time, you can run the installer in silent mode. The following topics are provided: „ „ „

Before running the silent installer (page 196) Running the installer in silent mode (page 196) Uninstalling features using silent mode (page 198)

Appendix B

Using the silent installer

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Before running the silent installer Before running the silent installer, you must create an Options.txt file. An example ARSystem-ini-template.txt file contains all of the options you can place in Options.txt file. You can find the example file in the utility folder of the BMC Remedy AR System installer files.

Running the installer in silent mode 1 From the utility folder, open the ARSystem-ini-template.txt file. 2 Create a text file called Options.txt and add the ARSystem-ini-template.txt

options for the installation you want to run. For more information, see Table B-1 on page 196. 3 Set the installer properties for the features you are installing. 4 Using the worksheets in Chapter 5, “Installation worksheets,” as a guide, copy the property options for your features from ARSystem-ini-template.txt to Options.txt, and edit the options accordingly.

NOTE Make sure to remove the comment (# ) markers. Table B-1: Options for the Options.txt file Option

Description

Example

-P

Sets the installation directory for a product.

-P installLocation=filePath „

Windows: -P installLocation=C:\Program Files\ BMC Software\ARSystem

„

UNIX®: -P installLocation=/opt/bmc/ARSystem

-A

Specifies the products and features you want -A productproductName to install. -A featurefeatureName The product and feature names are listed at For example: the top of the ARSystem-ini-A productARSuiteKit template.txt file. -A featureUserTool To install more than one product or feature, -A featureDeveloperStudio include a -A line for each. Note: The product names are case sensitive. Refer to

the ARSystem-ini-template.txt for complete product names. -J

Specifies Java properties that correspond to user inputs.

-J HOST_NAME=foo.bar.com

-J LOGIN=admin See the ARSystem-ini-template.txt file -J PASSWORD=admin for examples.

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NOTE To use an encrypted password, use the -J passwordOption= option. To encrypt your password, see “Encrypting passwords” on page 215. 5 Enter Yes for the BMC_EULA_ACCEPT parameter. ## BMC EULA Accept #-J BMC_EULA_ACCEPT=Yes 6 Run the installer with the -i silent option. „

For Windows: setup.exe -i silent -DOPTIONS_FILE=pathToFile\Options.txt

„

For UNIX: setup.bin -i silent -DOPTIONS_FILE=pathToFile/Options.txt

You must use an absolute path to the Options.txt file.

Options.txt file example -P -A -J -J -J -J -J -J -J -J -J -J -J -J -J -J -J -J -J -J -J -J -J -J -J -J -J -J -J -J

installLocation=/data1/ar featureARServer BMC_DATABASE_UTF=true BMC_DATABASE_TYPE=ORACLE BMC_DATABASE_OPTION=Overwrite BMC_DATABASE_HOST=foo.bmc.com BMC_DATABASE_PORT=1521 BMC_DATABASE_INSTANCE=ARS BMC_DATABASE_LOGIN=ARAdmin BMC_DATABASE_PASSWORD= DES\:b76c59dbc2e1433c7a9c2f006a2e2429116840dce695aea9 BMC_DATABASE_CONFIRM_PASSWORD= DES\:b76c59dbc2e1433c7a9c2f006a2e2429116840dce695aea9 BMC_DATABASE_DBA_LOGIN=system BMC_DATABASE_DBA_PASSWORD= DES\:b76c59dbc2e1433c7a9c2f006a2e2429116840dce695aea9 BMC_DATABASE_DBA_TABLESPACE_NAME=arsys BMC_DATABASE_DBA_DATAFILE_NAME=arsys.dbf BMC_DATABASE_DBA_DATAFILE_SIZE=500 BMC_DATABASE_DBA_TEMP_TABLESPACE_NAME=artmp BMC_DATABASE_DBA_TEMP_DATAFILE_NAME=artmp.dbf BMC_DATABASE_DBA_TEMP_DATAFILE_SIZE=100 BMC_DATABASE_CLIENT_HOME_PATH=/data1/app/oracle/product/10gR2 BMC_AR_USER=Demo BMC_AR_PASSWORD= BMC_AR_SERVER_NAME=foo BMC_AR_SERVER_HOST_NAME=foo.bmc.com BMC_AR_PORT=2044 BMC_AR_PLUGIN_PORT=2045 BMC_AR_DSO_PASSWORD= DES\:b76c59dbc2e1433c7a9c2f006a2e2429116840dce695aea9 BMC_AR_APPLICATION_PASSWORD= DES\:b76c59dbc2e1433c7a9c2f006a2e2429116840dce695aea9 BMC_AR_SERVER_LIST=foo.bmc.com BMC_MIDTIER_PASSWORD= DES\:b76c59dbc2e1433c7a9c2f006a2e2429116840dce695aea9

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Using the silent installer

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Uninstalling features using silent mode 1 Set the following options the Options.txt file, which is located in the folder that

contains the installer executable file: Table B-2: Options for Options.txt file Option

Description

Example

-P

Sets the installation directory for a product.

-P installLocation=C:\Program Files\ BMC Software\ARSystem

-U

Uninstalls the entire product or an individual feature.

-U productproductName -U featurefeatureName For example: -U productARSuiteKit -U featureUserTool -U featureDeveloperStudio Note: The product names are case sensitive. Refer to the

ARSystem-ini-template.txt for complete product names. 2 Change to the directory where the uninstall file is located:

The default locations are as follows: „

Windows—C:\Program Files\BMC Software\ARSystem\ UninstallBMCARSystem

„

UNIX—/opt/bmc/ARSystem/UninstallBMCARSystem

3 Run the uninstaller with the -i silent option. „

For Windows: uninstall.exe -i silent -DOPTIONS_FILE=pathToFile\Options.txt

„

For UNIX: ./uninstall -i silent -DOPTIONS_FILE=pathToFile/Options.txt

You must use an absolute path to the Options.txt file.

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Appendix

C

Unicode and BMC Remedy AR System This appendix discusses issues related to Unicode implementation in BMC Remedy AR System 7.6.04. The following topics are provided: „ „

Installing and upgrading with a Unicode database (page 200) Unicode compatibility considerations (page 204)

For more information about Unicode than is described in this document, see the Unicode Consortium website at http://www.unicode.org.

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Installing and upgrading with a Unicode database If you are installing BMC Remedy AR System for the first time and you want to use Unicode, make sure your database is configured to use Unicode. If you are upgrading to a Unicode-enabled BMC Remedy AR System server, you must prepare your host computer before installing BMC Remedy AR System, and make sure that the database is Unicode-enabled. BMC supports the following upgrade: You had installed and were running a BMC Remedy AR System 6.x server on a Unicode database. Now, you want to run a Unicode BMC Remedy AR System 7.x server on the same Unicode database.

NOTE Each database client library has special mechanisms for specifying the codeset in which database clients attempt to communicate with the BMC Remedy AR System server. If these mechanisms specify a codeset that is not consistent with the codeset that the BMC Remedy AR System server and upgrade programs expect, errors and data corruption can occur. The following procedure can help you avoid this problem.

To prepare your host computer for a Unicode BMC Remedy AR System installation or upgrade 1 (UNIX® only) Set the LANG environment variable for the locale you will be using.

Remember these tips: „

Make sure you have installed UTF-8 locales in which you plan to run BMC Remedy AR System programs.

„

Make sure you use the correct spelling and capitalization for your particular system (for example, on Solaris, you might enter en_US.UTF-8). To find the locales that correspond to the language you want to use, use the locale -a command. See your UNIX system documentation for information about locale settings.

„

To set the locale of the installation, the server installation script uses the locale of the shell it is run from. For example, to install a server on Solaris that runs in the en_US.UTF-8 (U.S. English, Unicode/UTF-8 character encoding) locale, set your shell’s locale to en_US.UTF-8 before installing BMC Remedy AR System. During installation, the BMC Remedy AR System installer sets up the arsystem script with the correct values for LANG variable. The arsystem script launches armonitor, which launches the programs mentioned in the armonitor.conf file; each of these programs inherits the environment variables established in the arsystem script.

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Installing and upgrading with a Unicode database 2 (Oracle® only) If you are installing an Oracle Unicode BMC Remedy AR System on a Windows operating system, set the value of the NLS_LANG registry setting.

Depending on your system’s configuration, the setting’s key looks something like this: HKEY_LOCAL_MACHINE\SOFTWARE\ORACLE\KEY_oracle_home_name\NLS_LANG

Oracle defines the NLS_LANG value as LANGUAGE_TERRITORY.CHARACTERSET, for example, AMERICAN_AMERICA.AL32UTF8. The CHARACTERSET value AL32UTF8 tells the Oracle client library to send and receive character data as UTF-8. (Do not use the CHARACTERSET value UTF8, which is obsolete.) 3 This setting affects all Oracle database clients that use the Oracle installation named by oracle_home_name. a Verify that the NLS_LANG environment variable is set correctly. NLS_LANG is defined by Oracle as follows: LANGUAGE_TERRITORY.CHARACTERSET

For example: American_america.AL32UTF8 b Set the NLS_LENGTH_SEMANTICS=BYTE initialization parameter on the Oracle

database instance. Although the BMC Remedy AR System server enables you to request that character fields be measured in characters, the server still communicates with the database in bytes. For more information, see Oracle Metalink Note 144808.1, “Examples and limits of BYTE and CHAR semantics usage.”

WARNING AR System does not support the CHAR setting. If your database administrator (DBA) changes NLS_LENGTH_SEMATICS from BYTE to CHAR when reconfiguring NLS_INSTANCE_PARAMETERS, the data in the AR System server will be corrupted. NLS_LENGTH_SEMATICS parameter must be set to BYTE in NLS_INSTANCE_PARAMETERS when the Oracle database server is started. 4 (DB2 only) Set the DB2CODEPAGE setting.

The DB2CODEPAGE environment variable setting determines the client codeset. If the environment variable is not set, the DB2 client library derives a DB2CODEPAGE value from the current locale. On UNIX systems, this value is valid if the server or upgrade program has been started in a UTF-8 locale. On Windows systems, you must explicitly set the environment variable to start the server correctly.

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Use the following syntax to set the DB2CODEPAGE environment variable. „

UNIX /bin/sh: DB2CODEPAGE=1208; export DB2CODEPAGE

„

UNIX /bin/csh: setenv DB2CODEPAGE 1208

„

Windows batch file (if starting the server manually): set DB2CODEPAGE=1208

You can use the Windows Control Panel to set the environment variable globally or set it for a specific user.

NOTE Informix uses the CLIENT_LOCALE environment variable, but the arsystem script sets this variable from the locale set by LANG. Sybase determines its client character set from the locale set by LANG. Microsoft SQL Server is a Unicode database, so you do not need to perform any steps to set it up.

To upgrade BMC Remedy AR System 6.3 and later servers with a Unicode database to BMC Remedy AR System 7.0.01 and later 1 Back up the database components, objects, forms, and data. 2 On Windows systems, run the installer in the same locale that you ran the BMC

Remedy AR System 6.3 server. For example, if the 6.3 server ran in a Japanese locale, run the upgrade installer in the same Japanese locale. 3 On UNIX systems, run the installer in the Unicode version of the locale in which

you ran the BMC Remedy AR System 6.3 server. For example, if the server ran in the ja_JP.eucJP locale, run the installer in the ja_JP.UTF-8 locale. Locale names vary across UNIX variants and versions.

Upgrading serialized data from version 6.3 The BMC Remedy AR System server stores certain data (such as filter and active link run conditions and table qualifiers) in a serialized format that embeds character lengths. This data occurs in: „

The server's internal tables

„

Tables managed by BMC Remedy AR System services such as the Approval Server and Assignment Engine

„

User data

The upgrade process automatically rewrites internal and BMC Remedy AR System service data. If you have this type of data, you can fix it with the arufix63 utility, which is included with the server installation. 202

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The following qualifier is an example of a serialized format: ...\12\Hello, world\...

This denotes that the Hello, world string occupies 12 bytes. In the single-byte character encodings used by the 6.3 BMC Remedy AR System server, the French string: âllo, monde

occupies 11 bytes and would be encoded as: ...\11\âllo, monde\...

In the UTF-8 encoding used by the Unicode BMC Remedy AR System server, the same string occupies 12 bytes (because each accented Latin letter requires 2 bytes, rather than 1) and is encoded as: ...\12\âllo, monde\...

to be decoded and used correctly by the system. In version 7.x and later, the database upgrade program recalculates these lengths so that the new Unicode BMC Remedy AR System server can read back the serialized data. The installer performs the following actions: „

Runs the 6.3-to-7.x database upgrade program, which repairs tables maintained by the BMC Remedy AR System server to store definitions of objects such as forms and active links.

„

Generates SQL and error logs, and logs the rows that it changes for Unicode repair in a separate file. The name of this file is at the beginning of the SQL log, in a message. The following example shows the file name: See writeMemoLog in /usr/tmp/aaaaa5231

„

Repairs all length-encoded strings in the BMC Remedy AR System tables. Repairs any tables (such as arschema) that contain a column called safeGuard, which detects data corruption and whose value is sensitive to the character encoding.

„

After the installer starts the server, it runs several programs to install localized views for system forms and add initial data to the User and Group forms. During this phase, it runs the arufix63 program to repair the DSO and Approval Server forms, which store serialized qualifier and assignment strings as normal column data. The arufix63 program reads a script in the ARSystemServerInstallDir/arserverconf/arufix63c.txt file to know which tables to repair, and writes error messages to the ARSystemServerInstallDir/Logs/arufix63.log file.

If you have your own applications that store qualifiers or assignments in serialized form, these might also need to be repaired. To do so, run the arufix63 program and specify the affected forms, fields, and field types. For more information, see the arufix63.txt file in the server installation directory.

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NOTE Run the arufix63 program only if a user application stores serialized BMC Remedy AR System-owned strings (qualifiers and assignments) such as those created by the Application-Parse-Qual-SField and Application-ParseVal-SField commands, and only if those strings contain non-ASCII characters.

Unicode compatibility considerations The BMC Remedy AR System 7.x and later servers and clients are generally compatible with older BMC Remedy AR System servers and clients. However, Unicode operations require special compatibility considerations.

Unicode character sets and lengths Because strings stored in different character sets have different lengths, older BMC Remedy AR System products are not compatible with the 7.x and later Unicode BMC Remedy AR System server. All version 7.x and later products are compatible with the 7.x and later Unicode BMC Remedy AR System server. Because lengths in the serialized structures are in terms of Unicode characters and not the code set of the clients, clients cannot properly deserialize the characters. This problem occurs when external qualifications are used in table fields and in workflow. Clients using pre-7.0.01 APIs cannot properly parse these items. The problem occurs with serialized structures that contain 8-bit or multibyte characters (including, but not limited to, Asian languages, Eastern European, or accented characters in Western European languages). Serialized structures that contain only 7-bit ASCII characters (English letters, digits, and punctuation) are not affected. If you are running an older BMC Remedy AR System product against a 7.x or later Unicode BMC Remedy AR System server, you should upgrade those products to the 7.x or later release. If you cannot upgrade these products, patches to the 6.0 and 6.3 APIs are available to make them compatible with the 7.x or later server. You can obtain them from the patch pages at the Customer Support website (http:// www.bmc.com/support).

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Unicode and version 6.3.00 „

Do not use version 6.3 or earlier versions of BMC Remedy Administrator with a Unicode server. Consider disabling pre-7.x clients altogether if possible.

„

If you must use version 6.3 or earlier BMC Remedy AR System clients (including BMC Remedy User, BMC Remedy Mid Tier, and BMC Remedy Distributed Server Option) with a Unicode server, they will only work if the server’s operating system has the same character set as the client. For example, this combination works: „

6.3 mid tier

„

French client operating system

„

German server operating system

This combination does not work:

„

„

6.3 mid tier

„

French client operating system

„

Chinese server operating system

Version 6.3 or earlier BMC Remedy AR System clients (including BMC Remedy User, BMC Remedy Mid Tier, and BMC Remedy Distributed Server Option) work with a non-Unicode server only if the operating system running the client has the same character set as the server’s operating system. For example, a mid tier running on a French operating system (Western European character set) can safely contact a non-Unicode server running on a German or English operating system (also Western European character set), but not one running under a Chinese or Japanese operating system.

Non-Unicode and version 7.x „

A version 7.x or later non-Unicode client can contact a version 7.0.01 or later non-Unicode server if the operating system running the client has the same character set as the server’s operating system. For example, if a non-Unicode BMC Remedy AR System server is on a Chinese operating system, the 7.0.01 version of BMC Remedy User can contact it only if it is installed on a Chinese operating system. If a non-Unicode BMC Remedy AR System server is on a German operating system, the 7.0.01 version of BMC Remedy User can contact it only if it is installed on a Western-European operating system (the same character set as the server's operating system—English or French or Italian, and so on).

„

A version 7.x or later non-Unicode client can contact a pre-7.x server if the operating system running the client has the same character set as the server’s operating system.

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„

A non-Unicode client (such as BMC Remedy User) can access specific language data stored on a Unicode BMC Remedy AR System server installed on a Unicode database if the non-Unicode client is installed on the computer with the same character set to which that language belongs. For example, if an English computer has Unicode BMC Remedy AR System server installed on it with a Unicode database, and the data stored is German, Japanese, and Russian: „

BMC Remedy User that is installed on a Japanese computer (Japanese character set) can work with the Japanese data on that database.

„

BMC Remedy User that is installed on a French, English, or Spanish computer (Western European character set) can work with German data on that database.

„

BMC Remedy User that is installed on a Bulgarian computer (Cyrillic character set) can work with Russian data on that database.

Unicode clients and non-Unicode servers You can run a Unicode client on a non-Unicode server without restrictions.

BMC Remedy AR System components and Unicode considerations If you run the following BMC Remedy AR System 7.x and later components in Unicode mode, they do not corrupt data when run against a Unicode-enabled BMC Remedy AR System server: „

BMC Remedy AR System server

„

Plug-in server

„

BMC Remedy Approval Server

„

BMC Remedy Assignment Engine

„

DSO

„

RDP

„

BMC Remedy Email Engine

The following sections discuss considerations for running specific BMC Remedy AR System components with Unicode.

BMC Remedy AR System server A BMC Remedy AR System server running in Unicode mode might be required to run another program (as a Run Process action, for example) and to accept characters written by the program through the program's standard output. On UNIX systems, the program must write UTF-8 characters to its output. For example, a BMC Remedy AR System server running in Unicode mode expects data returned from a Set Fields filter action to be in UTF-8. A non-Unicode server running in the Japanese locale expects data to be returned in EUC. 206

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Unicode compatibility considerations

On Windows systems, BMC Remedy AR System inspects the first 2 bytes of the program’s output to determine if it is UTF-16. If it is UTF-16, BMC Remedy AR System treats it as Unicode. Otherwise, BMC Remedy AR System treats the program’s output as characters from the system’s active code page. For example, a Japanese server runs on a operating system using Windows codepage 932 (Shift-JIS character set.)

NOTE In BMC Remedy AR System 6.x, it is possible to run a BMC Remedy AR System server in non-Unicode mode with a Unicode database. In BMC Remedy AR System 7.x and later, this type of configuration is not supported.

Plug-in server Two codesets affect the plug-in server and the plug-ins that run under it: „

The codeset in which the server provides characters when it calls the plug-in’s callback routines

„

The codeset that the plug-in uses when it makes API calls to the server

The server always uses its own codeset when delivering characters to plug-in callback routines. Therefore, a Unicode server always delivers characters in the UTF-8 codeset.

Mid tier Version 7.x and later of the mid tier is a Unicode client for the BMC Remedy AR System server. A single mid tier can manage clients and transfer data in any language supported by BMC Remedy AR System. The mid tier’s Flashboards service renders characters for display. Make sure that fonts are available for the characters of all languages in which you provide Flashboards.

API programs When operating in Unicode mode, the API accepts and returns characters in the UTF-8 character encoding. It does not support the UTF-16 character encoding.

runmacro The runmacro program, which is sometimes used to do batch exports of data, is not Unicode-safe. Do not use runmacro with a Unicode server.

Appendix C

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BMC Remedy ODBC driver The BMC Remedy ODBC driver is a multi-threaded, ODBC 3.5-compliant Unicode driver that runs a BMC Remedy AR System API client under Windows. If you connect ANSI applications to a BMC Remedy AR System Unicode server through the Remedy ODBC driver, any data transferred is converted from ANSI to UTF-16, and then from UTF-16 to UTF-8. If the BMC Remedy AR System server is non-Unicode, then the data is converted from ANSI to UTF-16, from UTF-16 to UTF-8, and then from UTF-8 to the server’s native character set.

Utilities The following utilities can be used with Unicode servers: „

artext

„

arhelp

„

archgsel

„

archgid

„

arworkflow

„

ardisabled

„

arlabel

BMC Remedy Developer Studio BMC Remedy Developer Studio is Unicode-safe. It has no character set restrictions. If you internationalize BMC Remedy AR System and you continue to use the BMC Remedy Administrator tool from versions prior to 7.5.00, you must use object names that use ASCII characters. For more information about Unicode and BMC Remedy AR System 7.1.00, see the BMC Remedy Action Request System 7.1.00 Installing Guide.

BMC Remedy User BMC Remedy User is not Unicode safe. Therefore, use it cautiously with Unicode servers. If you attempt to use BMC Remedy User to retrieve and then store characters that cannot be converted to their character sets, they will corrupt data. BMC Remedy User can open only forms whose names can be displayed in its character set. It can display records that contain Unicode characters; the characters that cannot be displayed are replaced. If BMC Remedy User saves a field that contains replacement characters, it corrupts the original data in the field because it writes the replacement character over the character that previously appeared there. In general, use ASCII character when creating object names so that BMC Remedy User does not corrupt the characters.

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Unicode compatibility considerations

BMC Remedy Data Import BMC Remedy Data Import is Unicode-safe. BMC Remedy Data Import is also Unicode-safe when you run it from the command line (arimportcmd).

BMC Remedy Alert Although BMC Remedy Alert is not Unicode-safe, it is safe to operate with a BMC Remedy AR System 7.x or later Unicode-enabled server because it does not send data back to the BMC Remedy AR System server.

BMC Remedy AR System Administration Console The BMC Remedy AR System Administration Console form is Unicode-safe only when run from a version 7.x or later mid tier. For more information about the console, see the Configuration Guide, “Using the BMC Remedy AR System Administration Console,” page 117.

BMC Remedy Migrator BMC Remedy Migrator is Unicode-safe.

Appendix C

Unicode and BMC Remedy AR System

209

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Appendix

D

Using the BMC Remedy AR System Maintenance Tool This appendix provides information about the BMC Remedy AR System Maintenance Tool that can help you access logs for troubleshooting issues you have with the installer. The tool also allows you to encrypt your password. The following topics are provided: „ „ „

Using installation and uninstallation logs (page 212) Running the post-installation checks (page 214) Encrypting passwords (page 215)

Appendix D

Using the BMC Remedy AR System Maintenance Tool

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Using installation and uninstallation logs The BMC Remedy AR System Maintenance Tool gives you access to installation and uninstallation logs. When you open the tool, the following tabs are displayed: „

Logs

„

Configuration

„

Health Check

„

Encrypt

NOTE BMC Remedy AR System does not use the Configuration tab. This tab is for other applications such as BMC Remedy Atrium. For more information, see the documentation for those products. Each time you run the BMC Remedy AR System installer or uninstaller, a log file is created in the BMC Remedy AR System Maintenance Tool. A new tab’s name reflects the date and time when the installer or uninstaller is run.

To view logs 1 Open the BMC Remedy AR System Maintenance Tool. „

On Windows, go to ARSystemServerInstallDir\arsystem and double-click ARSystemMaintenanceTool.cmd.

„

On UNIX®, go to ARSystemServerInstallDir/arsystem and run ./ARSystemMaintenanceTool.sh.

You can also run the tool from the installation DVD (go to the utility folder.) 2 Click the Logs tab. 3 Click the Install Log button or the Uninstall Log button. (To browse for a specific

log file, click Browse to Log instead.) A tab for each installation log or uninstallation log is displayed. 4 Click the tab for the log you want to view. 5 Search for rows highlighted in red (errors) or yellow (warnings). 6 To sort columns, click the column header.

To reverse sort a column, press the Shift key while clicking the column header.

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Contents of the logs The general format of all the log messages in the text file format is: (timeOfEvent),severityOfEvent,sourceOfEvent, eventMessageContent

For example: (Jul 17 2008 01:10:28.123 AM -05:00),CONFIG,com.bmc.install.builder. installanywhere.InstallationTaskAction, LOG EVENT {Description=[CREATED InstallationTask],Detail=[com.bmc.install.pro duct.arsuitekit.ARSuiteKitProjectInitializationInstallationTask]}

This message indicates a LOG EVENT message that occurred on July 17, 2008, at 1:10:28 a.m. with a severity level of CONFIG from a InstallationTaskAction source class. The severity levels from highest to lowest values are: „

SEVERE (appears in red in the log viewer)

„

WARNING (appears in yellow in the log viewer)

„

INFO

„

CONFIG

„

FINE

„

FINER

„

FINEST

The following table describes the main log message types. Table D-1: Log message types Message type

Description

LOG EVENT

Describes the following types of information: „

„

„

PROGRESS EVENT

The start and end of installation tasks (installer logic and behavior) and installation screens. The setting of installation properties. These properties can be set and controlled by the platform itself, or they can be set based on user input fields. General informative data. The structure and content within the description text varies across products.

Describes how much of a task is completed. These messages correspond to progress bar updates and the localized resource keys that are used to determine messages on the progress bar.

THROWABLE EVENT Describes failures with stack traces. Summary section

Provides a summary at the end of the log that contains the same type of data shown on the installation summary screen (for example, whether the installation was successful or unsuccessful, and if unsuccessful, what features failed to install).

Appendix D

Using the BMC Remedy AR System Maintenance Tool

213

BMC Remedy Action Request System 7.6.04

Zipping logs to send to BMC Customer Support The Log Zipper, part of the BMC Remedy AR System Maintenance Tool, provides a collection of log files that are necessary to debug issues. The Log Zipper is used for installation issues and application issues that can occur months later.

To collect the logs using Graphical User Interface (GUI) 1 In the BMC Remedy AR System Maintenance Tool, click the Logs tab. 2 Click Zip Logs. 3 Send the ARSystemLogs.zip output file from the temp directory to BMC

Customer Support.

NOTE To unzip the ARSystemLogs.zip file, use a utility such as WinZip to extract the files, or you might receive an error.

To collect the logs using Command Line Interface (CLI) 1 Go to the ARSystemServerInstallDir\arsystem directory. 2 Enter the following command: „

For Windows: ARSystemMaintenanceTool.cmd -silent -logs -zip_logs -output_file =%TEMP%\ARSystem.zip

„

For UNIX: ./ARSystemMaintenanceTool.sh -silent -logs -zip_logs -output_file=/var/tmp/ARSystem.zip

3 Send the ARSystemLogs.zip output file from the tmp directory to BMC Customer

Support.

NOTE To unzip the ARSystemLogs.zip file, use a utility such as WinZip to extract the files, or you might receive an error.

Running the post-installation checks In the BMC Remedy AR System 7.6.04 release, a new tab, Health Check, has been added in the BMC Remedy AR System Maintenance Tool. You can use this tab to run post-installation checks on the components that you had selected during installation. You can run these checks as many times as required after the installation is complete.

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Encrypting passwords

NOTE The installation procedure also runs the post-installation checks automatically on the selected components during installation and displays the status on the Installation Summary screen. For more information, see “Post-installation checks” on page 160.

To run the post-installation checks 1 In the BMC Remedy AR System Maintenance Tool, click the Health Check tab. 2 Click Next on the Introduction screen. 3 Enter the BMC Remedy AR System server administrator name, password, TCP

port number, and name alias; click Next. The progress screen displays the verification process of the post-installation checks. After the verification is complete, the Health Check Summary screen appears. This screen lists the check passed or check failed messages, based on the verification.

NOTE If any check has failed, you can make the required changes for that component, and click the Previous button to run the checks again. 4 (Optional) Click the View Log button on the Health Check Summary screen to view the logs available in the arsystem_configuration_logs.txt file. 5 Click Close to exit.

Encrypting passwords The BMC Remedy AR System Maintenance Tool allows you to create an encrypted password. You might use this encrypted password when running a silent installation.

To encrypt a password for a silent installation 1 In the BMC Remedy AR System Maintenance Tool, click the Encrypt tab. 2 Enter your password in the Password field and the Confirm Password field. 3 Click Encrypt. 4 Copy and paste the encrypted password into the Options.txt file for your silent

installer. For example, if you want to encrypt the BMC Remedy AR System password and the output is DES\:b76c59dbc2e1433c7a9c2f006a2e2429116840dce695aea9, enter the following string: # -J BMC_AR_PASSWORD=DES\:b76c59dbc2e1433c7a9c2f006a2e2429116840dce695aea9 # -J BMC_AR_CONFIRM_PASSWORD=DES\:b76c59dbc2e1433c7a9c2f006a2e2429116840dce695aea9

For more information, see Appendix B, “Using the silent installer.” Appendix D

Using the BMC Remedy AR System Maintenance Tool

215

BMC Remedy Action Request System 7.6.04

216

Installation Guide

Appendix

E

Configuring your web server and installing BMC Remedy Mid Tier with a .war file This appendix describes how to configure your web server to work with the BMC Remedy Mid Tier product. It also describes how to install the mid tier using a .war file with Oracle® Application Server and IBM WebSphere products. The following topics are provided: „ „ „ „ „

Configuring and installing on the Oracle Application Server (page 218) Configuring your BEA WebLogic web server (page 220) Configuring and installing on IBM WebSphere (page 222) Deploying the .war file on Tomcat (page 225) Testing the mid tier (page 226)

NOTE BMC recommends that you install the mid tier with the BMC Remedy installer, but this appendix describes the alternative .war file method.

Appendix E

Configuring your web server and installing BMC Remedy Mid Tier with a .war file

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BMC Remedy Action Request System 7.6.04

Configuring and installing on the Oracle Application Server To install the mid tier with an Oracle Application Server, complete the following steps: Step 1 Install the Oracle Application Server. Step 2 Install the mid tier using the .war file (See “To create an instance and deploy the

.war file” on page 218.) Step 3 Add the library path to the OC4J Instance. (See page 219.) Step 4 List the installation location of arsys the config.properties file. (See page 219.)

To create an instance and deploy the .war file 1 Locate the midtier.war, midtierCombined.war, or midtier_platform.war file.

This file must exist on the computer running the browser, which is not necessarily the same as the Oracle Application Server. The .war file is located with the BMC Remedy AR System installation files.

NOTE If you have BusinessObjects or Crystal Reports software installed, use the midtierCombined.war file. 2 Log in to the Oracle Application 10gR3 Administration Console from http:// hostName:8888/em/console. 3 Click the 1013_j2ee.hostName link. 4 Click Create OC4J Instance. 5 In the OC4J Instance Name field, enter arsys. 6 Click Create. 7 After you receive the confirmation message, click OK. 8 On the 1013_j2ee.hostName page, click arsys. 9 Click Administration. 10 Click Go to Task on Server Properties, and enter the following information: „

Default-web-site—A port number other than 8888 (the default), for example, 8889

„

Protocol—http

„

Maximum heap size

„

Initial heap size

11 Click Apply.

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12 On the 1013_j2ee.hostName page, click Application. 13 Click Deploy. 14 Browse to the Archive Location where the .war file is located, and click Next. 15 After the file is uploaded, enter following information, and click Next: „

Application Name—ARSYSTEM

„

Web Module Context Root—arsys

16 On the Deployment Settings page, click Deploy.

To add the library path to the OC4J Instance 1 On the 1013_j2ee.hostName page in the Oracle Application 10gR3 Admin

Console, click Administration. 2 Click the Server Properties link in the Go to Task column, and complete the

following steps: a Add an Option.

Under Command Line Options, click Add Another Row, and enter: Djava.library.path=midtier.warDeploymentPath/WEB-INF/lib b Add an environment variable.

Under Environment Variables, click Add Another Row, and enter a name and value. The following table lists example paths. Platform

Path

Windows

Name: PATH Value: midtier.warDeploymentPath\WEB-INF\lib

Linux®

and Name: LD_LIBRARY_PATH

Solaris

Value: $LD_LIBRARY_PATH$:midtier.warDeploymentPath/WEB-INF/lib

HP-UX

Name: SHLIB_PATH Value: $SHLIB_PATH$:midtier.warDeploymentPath/WEB-INF/lib

AIX®

Name: LIBPATH Value: $LIBPATH$:midtier.warDeploymentPath/WEB-INF/lib 3 Click Apply.

To list the installation location of arsys in the config.properties file 1 Modify the config.properties file to list the installation location of the arsys

application. For example: midtier.warDeploymentPath\\log 2 Stop and restart the Oracle Application Server.

Appendix E

Configuring your web server and installing BMC Remedy Mid Tier with a .war file

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BMC Remedy Action Request System 7.6.04

Configuring your BEA WebLogic web server To install the mid tier with a BEA WebLogic web server, complete the following steps: Step 1 Install the BEA WebLogic web server. (See the BEA WebLogic product

documentation.) Step 2 Configure a new domain. (See page 220.) Step 3 Install the mid tier. For more information, see “Mid Tier pre-installation

procedures” on page 76. Choose “Other” for your web server and “Other” for your JSP engine. Step 4 Install an enterprise application. (See page 221.) Step 5 Change the context name to the standard name. (See page 222.)

IMPORTANT BMC Software recommends that you do not use the .war file to deploy the mid tier on WebLogic at this point. Instead, use the mid tier installer and follow the configuration steps outlined in this appendix.

NOTE If you are installing mid tier on HP-UX, where BEA WebLogic web server has been configured, the mid tier deployment from the WebLogic Administration Console fails with errors. To resolve this issue, add the following in the weblogic.xml file: true

To configure a new domain 1 Start the WebLogic Configuration Wizard.

Windows a Choose All Programs > BEA Products > Tools > Configuration Wizard.

UNIX® a Make sure that you have UI access enabled. (Set your display, or run from the

console.) b After a clean installation of WebLogic Server 9.1, go to the WebLogic ../common/bin directory, and run the config.sh script.

The Welcome screen appears. 2 Select Create New WebLogic Domain, and click Next.

The Select Domain Source screen appears.

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Configuring your BEA WebLogic web server

3 Select Generate a domain configured automatically.

The WebLogic Server (recommended) option is selected by default. 4 Click Next.

The Configure Admin Username and Password screen appears. 5 In the Username field, enter weblogic. 6 In the Password fields, enter weblogic, and click Next.

The Configure Start Mode and JDK screen appears. 7 Select Development Mode, and select BEA Supplied JDK (or an alternate) and click

Next. The Customize Environment and Services Settings screen appears. 8 Select No, and click Next.

The Create Domain screen appears. 9 Enter a Domain Name (such as testing), enter the Domain Location, and click

Create. The Creating Domain screen appears. 10 After the script finishes the configuration, click Done. 11 Start WebLogic Server.

To install an enterprise application 1 Install BMC Remedy Mid Tier as described in the BMC Remedy Action Request

System 7.5.00: BMC Remedy Mid Tier guide. 2 Log in to the WebLogic Administration Console through a URL similar to: http://hostName:7001/console

Use the login information that you specified in step 5 and step 6 in “To configure a new domain” on page 220. 3 Under the Change Center, complete the following steps: a Click Lock and Edit. b Click the Deployments folder. c Click Install. d Click Location (host name), and go to the directory in which the mid tier is

installed. e Click Next. f Select Install this deployment as an application, and click Next. g In the Name for deployment field, enter arsys, and click Next. h Click Finish, and click Save. 4 Under the Change Center, click Activate Change.

Appendix E

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BMC Remedy Action Request System 7.6.04

5 Click Start. 6 On Windows platforms, verify that the mid tier installer added the \WEB-INF\lib mid tier installation directory path in the PATH variable. 7 On UNIX systems, update the mid tier installation path in the BEA WebLogic start

script as follows: a Stop the WebLogic server. b Update the BEA WebLogic start script with the appropriate path: Platform

Path

AIX

LIBPATH=/usr/ar/mid-tier/WEB-INF/lib:$LIBPATH;export LIBPATH

HP_UX

SHLIB_PATH =/usr/ar/mid-tier/WEB-INF/ lib:$SHLIB_PATH;export SHLIB_PATH

Solaris and LD_LIBRARY_PATH=/usr/ar/mid-tier/WEB-INF/ Linux lib:$LD_LIBRARYPATH;export LD_LIBRARY_PATH c Restart the WebLogic server.

To change the context name to the standard name 1 Create a weblogic.xml file in one of the following directories: „

Windows: C:\Program Files\BMC Remedy AR System\Mid-Tier\WEB-INF

„

UNIX: /usr/ar/mid-tier/WEB-INF

2 Change the context name to the standard name of arsys by adding the following

lines to the file: arsys

Configuring and installing on IBM WebSphere To install the mid tier with an IBM WebSphere web server, complete the following steps: Step 1 Install IBM WebSphere as described in this document. (See “To install IBM

WebSphere” on page 223.) Step 2 Install the mid tier using the .war file. (See “To deploy the mid tier with the .war

file” on page 223.) Step 3 Configure the system requirements. (See page 224.)

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Configuring and installing on IBM WebSphere

To install IBM WebSphere 1 Create an Administrator User with the following advanced rights: „

Act as part of the operating system

„

Log on as services

2 Install IBM WebSphere.

See your IBM WebSphere Application Server product documentation for specific installation instructions.

To deploy the mid tier with the .war file 1 Locate the midtier.war, midtierCombined.war, or midtier_platform.war file.

The .war file is located with the BMC Remedy AR System installation files. If you have BusinessObjects or Crystal software installed, use the midtierCombined.war file. 2 Start the IBM WebSphere server.

In the output command window, check for the Open for e-business message, which confirms that the server has started. 3 Open the WebSphere Application Server console.

The default URL is http://hostName:9060/admin. 4 Log on as the administrator that you created in “To install IBM WebSphere” on

page 223. 5 If the BMC Remedy Mid Tier is installed, stop it and uninstall it by using the

WebSphere Application Server console. 6 Choose Applications > Install New Application. 7 In the Preparing for the application installation section, browse to the midtier_platform.war file. 8 Designate a name for BMC Remedy Mid Tier on WebSphere in the Context Root

subsection. The recommended name is /arsys. 9 Click Next. 10 In the Select Installation Options section, enter ARSYSTEM in the Application Name

field, and click Next. 11 In the Map Modules to Application Servers section, select the BMC Remedy

AR System check box, and click Next. 12 In the Map Virtual Hosts for Web Modules section, select the BMC Remedy

AR System check box, and click Next. 13 In the Summary section, click Finish. 14 In the Application appName Installed Successfully section, click Save directly to the

master configuration.

Appendix E

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BMC Remedy Action Request System 7.6.04

15 In the WebSphere Application Server console, select ARSYSTEM and click Start to

start the server.

NOTE If you are deploying mid tier with the .war file for the mid tier home page, user form, group form, and any form created with trim fields to open: Stop the WebSphere server and then delete or rename the aspectjrt.jar file from the WebSphere6.1 InstallDir/lib directory (for example: /opt/IBM/ WebSphere61/lib). Start the WebSphere server. This will make sure that WebSphere uses the aspectjrt.jar file provided by the mid tier.

To configure system requirements 1 Make the following modifications: „

On Windows, add the BMC Remedy Mid Tier lib directory to the system PATH environment variable as in the following example: C:\Program Files\WebSphere\AppServer\installedApps\ computerName\midTierName.ear\midtier_platform.war\ WEB-INF\lib.

„

On UNIX, modify the startServer.sh file and add midTierInstallDir/ WEB-INF/lib as follows, depending on your operating system: Platform

Path

AIX

LIBPATH=/usr/WebSphere/AppServer/installedApps/ computerName/arsys.ear/midtier_platform.war/WEB-INF/ lib;export LIBPATH

HP_UX

SHLIB_PATH =/usr/WebSphere/AppServer/installedApps/ computerName/arsys.ear/midtier_platform.war/WEB-INF/ lib;export SHLIB_PATH

Solaris and LD_LIBRARY_PATH=/usr/WebSphere/AppServer/ Linux installedApps/computerName/arsys.ear/ midtier_platform.war/WEB-INF/lib;export LD_LIBRARY_PATH 2 Modify the config.properties file in the WebSphereInstallDir/ installedApps/computerName/midTierName.ear/midtier_platform.war/ WEB-INF/classes directory.

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Deploying the .war file on Tomcat

Modify all directory references to point to your newly installed BMC Remedy AR System directories. For example, modify the following directory references as shown: „

„

Windows: „

arsystem.log_filepath=WebSphereInstallDir\\installedApps \\arsys.ear\\midtier_platform.war\\work\\logs

„

arsystem.crt_working_dir=WebSphereInstallDir\\installedApps \\arsys.ear\\midtier_platform.war\\reports

UNIX: „

arsystem.log_filepath=WebSphereInstallDir/installedApps/ arsys.ear/midtier_platform.war/work/logs

„

arsystem.crt_working_dir=WebSphereInstallDir/installedApps/ arsys.ear/midtier_platform.war/reports

3 Restart the IBM WebSphere server.

NOTE When you start the mid tier for the first time, WebSphere might send socket I/O errors. To fix this, set the ServerIOTimeout to 300. For more information, see http://publib.boulder.ibm.com/infocenter/wasinfo/v5r0/ index.jsp?topic=/com.ibm.websphere.base.doc/info/aes/ae/ rwsv_plugin.html.

Deploying the .war file on Tomcat After deploying the .war file on Tomcat, perform the following manual configuration steps for the deployment to be successful: 1 Set the following variables to the mid tier installation directory path (\WEBINF\lib): Platform

Path

Windows

PATH

Linux and Solaris

LD_LIBRARY_PATH

HP-UX

SHLIB_PATH

AIX

LIBPATH

2 Install the required libstdc++5 libraries.

Appendix E

Configuring your web server and installing BMC Remedy Mid Tier with a .war file

225

BMC Remedy Action Request System 7.6.04

Testing the mid tier To make sure that the mid tier is functioning correctly, verify that you can access the configuration page and one or more forms. 1 To open the configuration page, enter the following URL in the BMC Remedy

Mid Tier Configuration Tool: http://hostName:port/midTierName/shared/config/config.jsp 2 Configure your preference and home page servers.

For more information, see the BMC Remedy Mid Tier Guide. 3 To open forms, enter: http://hostName:port/midTierName/forms/ARSystemServerName/ formName/viewName

The default ports are:

226

„

8989 (Oracle Java System)

„

7001 (WebLogic)

„

9080 (WebSphere)

„

8888 (Oracle Application Server)

Installation Guide

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Index Numerics

B

32-bit JRE 29 64-bit JRE 29 64-bit platforms 28 64-bit servers 56

Best Practice Conversion utility about 116 configuring JRE for encrypted servers 135 configuring your system for 135 difference reports 120 generating difference reports 143 generating overlays and custom objects 145 granting UNIX execute permission 135 logging runs 147 obtaining details of object differences 142 overlay hash files 118 Overlay mode 118 ReportDiff mode 118 setting CLASS path 135 snapshots 118 using Migrator to see object differences 142 BMC Remedy Alert installation worksheet 109 pre-installation procedures 80 BMC Remedy Developer Studio installation worksheet 110, 111 pre-installation procedures 80 BMC Remedy Mid Tier components needed 78 free space needed 77 installation worksheet 106 load balancer 173 post-installation procedures 172 pre-installation procedures 76 proxy server 173 troubleshooting installation 177 what installer does 76 BMC Remedy User installation worksheet 109 pre-installation procedures 80 BMC Software, contacting 2 BPCU-Log form 147

A Action Request System External Authentication (AREA). See AREA AIX and Oracle 56 API installation option 66 Approval Server installation worksheet 101 post-installation checks 163 post-installation procedures 167 pre-installation procedures 69 Approval Server file locations 189 AR Crystal Web Application 79 AR System Maintenance Tool 211 AR System Portmapper. See portmapper AR System server installation worksheet 86, 87, 89, 92, 94, 96, 98 post-installation checks 160 post-installation procedures 166 pre-installation procedures 54 starting manually (UNIX) 166, 170 starting manually (Windows) 166 stopping manually (UNIX) 166, 170 ARDBC plug-in, installation option 67 AREA plug-in, installation option 66 arsystem script 166, 200 arufix63 203 ARWebReportViewer 77 assigning port numbers 61 Assignment Engine installation worksheet 101 post-installation checks 161 pre-installation procedures 70 authentication mode 34

Index

227

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

C ccu.log file 147 changing the group ID, Linux 178 character set lengths 204 CLASS path, setting for conversion utility 135 client file locations 192 pre-installation procedures 80 client file locations 192 compatibility, Unicode 204 components required by mid tier 78 configuration choosing 16 extending to email access 22 extending to multiple servers 20 extending to the Web 21 minimal 19 samples 19 configuring changing password 177 Flashboards sample variables 172 Flashboards samples 171 conversion utility. See Best Practice Conversion utility converting customizations to overlays and custom objects 123 custom objects converting customizations to 123 creating for pre-7.6.04 objects 145 custom setup 54 customer support 3 customizations converting to overlays and custom objects 123 preserving pre-7.6.04 116

D data execution prevention (DEP) 52 databases installing tips 32 pre-creating 34, 40, 47 DB2 database 32KB tablespace 46 pre-create 47 preparing the environment 42 tablespaces 42 DB2CODEPAGE and Unicode 201 default installation directories 186 default port numbers 61 difference reports about 120 generating 143 228

Installation Guide

Distributed Server Option (DSO) post-installation checks 162 documentation, AR System 12

E Email Engine installation worksheet 102 post-installation checks 164 post-installation procedures 169 pre-installation procedures 71 stopping and starting 169 upgrading 73 encrypted servers, configuring JRE for conversion utility 136 encrypting passwords 215 execute permission, granting to conversion utility 135

F file locations Approval Server 189 AR System 187, 188 clients 192 mid tier 192 Flashboards installation worksheet 105 post-installation procedures 170 pre-installation procedures 75 forms BPCU-Log 147 full text search pre-installation procedures 69

H hardware requirements 25 hash files, overlay 118 headless installation 56 Home directory 80 host name 62

I IIS, running with Tomcat 176, 178 Informix database, preparing to install 49 installation directories 186 installation log files 212 installation roadmap 24 installation worksheet

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z all features 84, 85 Approval Server 101 AR System server 86, 87, 89, 92, 94, 96, 98 Assignment Engine 101 BMC Remedy Developer Studio 110, 111 BMC Remedy Mid Tier 106 BMC Remedy User 109 Email Engine 102 Flashboards 105 pre-installation 85 installation, silent 195 installer, running 154 instruction files, Migrator 142 ISAPI filter 178

J Java SDK, troubleshooting 177 JRE, 32-bit 29 JRE, 64-bit 29 JRE, configuring for conversion utility 135 JSP engine, deciding which to use 76

L

changing after installation 170 mail protocols 71 master overlay hash file, obtaining 134 MBOX mail protocols 71 memory growth, increasing default (HP-UX) 167 Microsoft SQL Server. See SQL Server mid tier. See BMC Remedy Mid Tier Migrator post-installation checks 165 Migrator instruction files 142 minimal setup 54 minimum configuration 19 mode, authentication 34 modes Overlay 118 ReportDiff 118

N naming server 62 NLS_LANG and Unicode 201 non-root installation Email Engine (UNIX) 75 server (UNIX) 58

LANG DB2 43 Informix 50 Oracle 36 Sybase 39 LD_LIBRARY_PATH variable 57 LD-PRELOAD variable 57 lengths of character sets 204 libdb2.so 43 Linux, changing the group ID value 178 listener, Oracle 37 load balancer and mid tier 173 localization toolkit 80 log files, install and uninstall 212 logging Best Practice Conversion utility runs 147

O

M

P

mailboxes, UNIX 73 Maintenance Tool 211 Configuration tab 212 Encrypt tab 212 Health Check tab 212 Logs tab 212 MAPI

password changing mid tier configuration password 177 configuring 177 encryption 215 patches for mid tier 78 performance, improving 32 permissions

options.txt 195 Oracle database AIX and 56 listener 37 preparing 35 Windows and 56 overlay hash files definition 118 obtaining BMC master 134 Overlay mode 118 overlays converting customizations to 123 generating for pre-7.6.04 objects 145 overwrite installation option 63

Index

229

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z granting execute to Best Practice Conversion utility 135 platforms, 64-bit 28 Plug-in server armonitor and 168 preventing Approval Server startup 168 plug-ins ARDBC installation option 67 AREA installation option 66 installation options 66 port numbers 59, 61 portmapper, registering server with 59 post-installation checks 160 Approval Server 163 AR System server 160 Assignment Engine 161 Distributed Server Option (DSO) 162 Email Engine 164 Migrator 165 post-installation procedures Approval Server 167 AR System server 166 BMC Remedy Mid Tier 172 Email Engine 169 Flashboards 170 stopping and starting Email Engine 169 upgrades 150 pre-created database DB2 47 SQL Server 34 Sybase 40 pre-installation procedures Approval Server 69 AR System server 54 Assignment Engine 70 BMC Remedy Alert 80 BMC Remedy Developer Studio 80 BMC Remedy Mid Tier 76 BMC Remedy User 80 Email Engine 71 Flashboards 75 full text search 69 non-root user issues 75 UNIX 56 Windows 56 preparing DB2 database 42 Informix database 49 Oracle database 35 SQL Server database 33 Sybase database 38 preserving customizations

230

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pre-7.6.04 116 product support 3 proxy server and mid tier 173

R Redirector and uninstallation 181 registering with portmapper 59 ReportDiff mode 118 reports about difference 120 generating difference for conversion utility 143 requirements components for mid tier 78 hardware 25 software 27 system 12 reserved port numbers 61 roadmap, installation 24 running Flashboards server (UNIX) 171 running the installer 154

S sample configurations 19 flashboards 171 script, arsystem 166, 200 SDK, troubleshooting 177 serialized data and Unicode 202 server alias 62 server file locations (Windows) 187 server groups installation option 64 upgrading 148 server operating system platforms 28 ServletExec, disabling after upgrade 150 setup, minimum versus custom 54 silent installer 195 Simple Network Management Protocol (SNMP). See SNMP snapshots. about 118 SNMP agent overview 67 installation option 67 software requirements 27 SQL Server database pre-create 34 preparing 33 SSL for Email Engine 71 starting and stopping AR System server, manually 166

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z starting and stopping Flashboards server, manually 170 support, customer 3 Sybase database pre-create 40 preparing the environment 38 system requirements 12

Tomcat and 178 upgrading Email Engine 73 post-installation procedures 150 user configuration directory 80 users and transactions, increasing for UNIX 58 utility, Best Practice Customization 116

T

W

tablespaces 32KB on DB2 46 DB2 database 42 Oracle, setting up existing 37 TCP/IP setup Informix 49 Oracle 35 SQL Server 33 Sybase 39 technical support 3 Terminal Services 52 tnsnames.ora 37 Tomcat running on UNIX 178 running with IIS 176, 178 uninstallation and 181 transactions and users, increasing for UNIX 58 troubleshooting Java SDK 177 web services errors 67

web configuration 21 web services, troubleshooting installation 67 Windows authentication and SQL Server 34 client file locations 192 file locations 192 preinstallation considerations 56 preparing to run installer 52 server file locations 187 Windows and Oracle 56 worksheet, installation all features 84, 85 Approval Server 101 AR System server 86, 87, 89, 92, 94, 96, 98 Assignment Engine 101 BMC Remedy Developer Studio 110, 111 BMC Remedy Mid Tier 106 BMC Remedy User 109 Email Engine 102 Flashboards 105 pre-installation 85

U Unicode AR System components and 206 compatibility 204 DB2CODEPAGE 201 installing 200 NLS_LANG 201 non-Unicode and 205 serialized data and 202 upgrading 200 uninstallation log files 212 uninstaller, silent 198 uninstalling existing clients 81 uninstalling features 179 UNIX file locations 188, 192 mailbox, setting up 73 non-root installation of Email Engine 75 preinstallation considerations 56 preparing to run installer 53

X XWindows installer 53

Index

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A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

232

Installation Guide

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IN NO EVENT SHALL THE COPYRIGHT HOLDERS OR CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE. ---- Part 5: Sparta, Inc copyright notice (BSD) ----- Copyright (c) 2003-2009, Sparta, Inc All rights reserved. Redistribution and use in source and binary forms, with or without modification, are permitted provided that the following conditions are met: * Redistributions of source code must retain the above copyright notice, this list of conditions and the following disclaimer. * Redistributions in binary form must reproduce the above copyright notice, this list of conditions and the following disclaimer in the documentation and/or other materials provided with the distribution. * Neither the name of Sparta, Inc nor the names of its contributors may be used to endorse or promote products derived from this software without specific prior written permission. THIS SOFTWARE IS PROVIDED BY THE COPYRIGHT HOLDERS AND CONTRIBUTORS ``AS IS'' AND ANY EXPRESS OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE COPYRIGHT HOLDERS OR CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE. ---- Part 6: Cisco/BUPTNIC copyright notice (BSD) ----- Copyright (c) 2004, Cisco, Inc and Information Network Center of Beijing University of Posts and Telecommunications. All rights reserved. Redistribution and use in source and binary forms, with or without modification, are permitted provided that the following conditions are met: * Redistributions of source code must retain the above copyright notice, this list of conditions and the following disclaimer. * Redistributions in binary form must reproduce the above copyright notice, this list of conditions and the following disclaimer in the documentation and/or other materials provided with the distribution. * Neither the name of Cisco, Inc, Beijing University of Posts and Telecommunications, nor the names of their contributors may be used to endorse or promote products derived from this software without specific prior written permission. THIS SOFTWARE IS PROVIDED BY THE COPYRIGHT HOLDERS AND CONTRIBUTORS ``AS IS'' AND ANY EXPRESS OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE COPYRIGHT HOLDERS OR CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE. ---- Part 7: Fabasoft R&D Software GmbH & Co KG copyright notice (BSD) ----- Copyright (c) Fabasoft R&D Software GmbH & Co KG, 2003 [email protected] Author: Bernhard Penz Redistribution and use in source and binary forms, with or without modification, are permitted provided that the following conditions are met: * Redistributions of source code must retain the above copyright notice, this list of conditions and the following disclaimer. * Redistributions in binary form must reproduce the above copyright notice, this list of conditions and the following disclaimer in the documentation and/or other materials provided with the distribution. * The name of Fabasoft R&D Software GmbH & Co KG or any of its subsidiaries, brand or product names may not be used to endorse or promote products derived from this software without specific prior written permission. THIS SOFTWARE IS PROVIDED BY THE COPYRIGHT HOLDER ``AS IS'' AND ANY EXPRESS OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE COPYRIGHT HOLDER BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE. ---- Part 8: Apple Inc. copyright notice (BSD) ----- Copyright (c) 2007 Apple Inc. All rights reserved. Redistribution and use in source and binary forms, with or without modification, are permitted provided that the following conditions are met: 1. Redistributions of source code must retain the above copyright notice, this list of conditions and

the following disclaimer. 2. Redistributions in binary form must reproduce the above copyright notice, this list of conditions and the following disclaimer in the documentation and/or other materials provided with the distribution. 3. Neither the name of Apple Inc. ("Apple") nor the names of its contributors may be used to endorse or promote products derived from this software without specific prior written permission. THIS SOFTWARE IS PROVIDED BY APPLE AND ITS CONTRIBUTORS "AS IS" AND ANY EXPRESS OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL APPLE OR ITS CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE. ---- Part 9: ScienceLogic, LLC copyright notice (BSD) ----- Copyright (c) 2009, ScienceLogic, LLC All rights reserved. Redistribution and use in source and binary forms, with or without modification, are permitted provided that the following conditions are met: * Redistributions of source code must retain the above copyright notice, this list of conditions and the following disclaimer. * Redistributions in binary form must reproduce the above copyright notice, this list of conditions and the following disclaimer in the documentation and/or other materials provided with the distribution. * Neither the name of ScienceLogic, LLC nor the names of its contributors may be used to endorse or promote products derived from this software without specific prior written permission. THIS SOFTWARE IS PROVIDED BY THE COPYRIGHT HOLDERS AND CONTRIBUTORS ``AS IS'' AND ANY EXPRESS OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE COPYRIGHT HOLDERS OR CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE.

Ehcache License Third-Party Product Terms The following terms apply to third-party products that are included with or in a BMC Software product as described in the BMC Software, Inc., License Agreement that is applicable to the product. Ehcache License Copyright 2003-2007 Greg Luck Copyright 2003-2007 Luck Consulting Pty Ltd Licensed under the Apache License, Version 2.0 (the "License"); you may not use this file except in compliance with the License. You may obtain a copy of the License at http://www.apache.org/licenses/LICENSE-2.0 Unless required by applicable law or agreed to in writing, software distributed under the License is distributed on an "AS IS" BASIS, WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, either express or implied. See the License for the specific language governing permissions and limitations under the License. _____________________________________________ Apache 2.0 License Copyright (c) 2000-2004 The Apache Software Foundation. All rights reserved. TERMS AND CONDITIONS FOR USE, REPRODUCTION, AND DISTRIBUTION 1. Definitions. "License" shall mean the terms and conditions for use, reproduction, and distribution as defined by Sections 1 through 9 of this document. "Licensor" shall mean the copyright owner or entity authorized by the copyright owner that is granting the License. "Legal Entity" shall mean the union of the acting entity and all other entities that control, are controlled by, or are under common control with that entity. For the purposes of this definition, "control" means (i) the power, direct or indirect, to cause the direction or management of such entity, whether by contract or otherwise, or (ii) ownership of fifty percent (50%) or more of the outstanding shares, or (iii) beneficial ownership of such entity. "You" (or "Your") shall mean an individual or Legal Entity exercising permissions granted by this License. "Source" form shall mean the preferred form for making modifications, including but not limited to software source code, documentation source, and configuration files. "Object" form shall mean any form resulting from mechanical transformation or translation of a Source form, including but not limited to compiled object code, generated documentation, and conversions to other media types. "Work" shall mean the work of authorship, whether in Source or Object form, made available under the License, as indicated by a copyright notice that is included in or attached to the work (an example is provided in the Appendix below). "Derivative Works" shall mean any work, whether in Source or Object form, that is based on (or derived from) the Work and for which the editorial revisions, annotations, elaborations, or other modifications represent, as a whole, an original work of authorship. For the purposes of this License, Derivative Works shall not include works that remain separable from, or merely link (or bind by name) to the interfaces of, the Work and Derivative Works thereof. "Contribution" shall mean any work of authorship, including the original version of the Work and any modifications or additions to that Work or Derivative Works thereof, that is intentionally submitted to Licensor for inclusion in the Work by the copyright owner or by an individual or Legal Entity authorized to submit on behalf of the copyright owner. For the purposes of this definition, "submitted" means any form of electronic, verbal, or written communication sent to the Licensor or its representatives, including but not limited to communication on electronic mailing lists, source code control systems, and issue tracking systems that are managed by, or on behalf of, the Licensor for the purpose of discussing and improving the Work, but excluding communication that is conspicuously marked or otherwise designated in writing by the copyright owner as "Not a Contribution." "Contributor" shall mean Licensor and any individual or Legal Entity on behalf of whom a Contribution has been received by Licensor and subsequently incorporated within the Work. 2. Grant of Copyright License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable copyright license to reproduce, prepare Derivative Works of, publicly display, publicly perform, sublicense, and distribute the Work and such Derivative Works in Source or Object form. 3. Grant of Patent License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable (except as stated in this section) patent license to make, have made, use, offer to sell, sell, import, and otherwise transfer the Work, where such license applies only to those patent claims licensable by such Contributor that are necessarily infringed by their Contribution(s) alone or by combination of their Contribution(s) with the Work to which such Contribution(s) was submitted. If You institute patent litigation against any entity (including a cross-claim or counterclaim in a lawsuit) alleging that the Work or a Contribution incorporated within the Work

constitutes direct or contributory patent infringement, then any patent licenses granted to You under this License for that Work shall terminate as of the date such litigation is filed. 4. Redistribution. You may reproduce and distribute copies of the Work or Derivative Works thereof in any medium, with or without modifications, and in Source or Object form, provided that You meet the following conditions: (a) You must give any other recipients of the Work or Derivative Works a copy of this License; and (b) You must cause any modified files to carry prominent notices stating that You changed the files; and (c) You must retain, in the Source form of any Derivative Works that You distribute, all copyright, patent, trademark, and attribution notices from the Source form of the Work, excluding those notices that do not pertain to any part of the Derivative Works; and (d) If the Work includes a "NOTICE" text file as part of its distribution, then any Derivative Works that You distribute must include a readable copy of the attribution notices contained within such NOTICE file, excluding those notices that do not pertain to any part of the Derivative Works, in at least one of the following places: within a NOTICE text file distributed as part of the Derivative Works; within the Source form or documentation, if provided along with the Derivative Works; or, within a display generated by the Derivative Works, if and wherever such third-party notices normally appear. The contents of the NOTICE file are for informational purposes only and do not modify the License. You may add Your own attribution notices within Derivative Works that You distribute, alongside or as an addendum to the NOTICE text from the Work, provided that such additional attribution notices cannot be construed as modifying the License. You may add Your own copyright statement to Your modifications and may provide additional or different license terms and conditions for use, reproduction, or distribution of Your modifications, or for any such Derivative Works as a whole, provided Your use, reproduction, and distribution of the Work otherwise complies with the conditions stated in this License. 5. Submission of Contributions. Unless You explicitly state otherwise, any Contribution intentionally submitted for inclusion in the Work by You to the Licensor shall be under the terms and conditions of this License, without any additional terms or conditions. Notwithstanding the above, nothing herein shall supersede or modify the terms of any separate license agreement you may have executed with Licensor regarding such Contributions. 6. Trademarks. This License does not grant permission to use the trade names, trademarks, service marks, or product names of the Licensor, except as required for reasonable and customary use in describing the origin of the Work and reproducing the content of the NOTICE file. 7. Disclaimer of Warranty. Unless required by applicable law or agreed to in writing, Licensor provides the Work (and each Contributor provides its Contributions) on an "AS IS" BASIS, WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, either express or implied, including, without limitation, any warranties or conditions of TITLE, NON-INFRINGEMENT, MERCHANTABILITY, or FITNESS FOR A PARTICULAR PURPOSE. You are solely responsible for determining the appropriateness of using or redistributing the Work and assume any risks associated with Your exercise of permissions under this License. 8. Limitation of Liability. In no event and under no legal theory, whether in tort (including negligence), contract, or otherwise, unless required by applicable law (such as deliberate and grossly negligent acts) or agreed to in writing, shall any Contributor be liable to You for damages, including any direct, indirect, special, incidental, or consequential damages of any character arising as a result of this License or out of the use or inability to use the Work (including but not limited to damages for loss of goodwill, work stoppage, computer failure or malfunction, or any and all other commercial damages or losses), even if such Contributor has been advised of the possibility of such damages. 9. Accepting Warranty or Additional Liability. While redistributing the Work or Derivative Works thereof, You may choose to offer, and charge a fee for, acceptance of support, warranty, indemnity, or other liability obligations and/or rights consistent with this License. However, in accepting such obligations, You may act only on Your own behalf and on Your sole responsibility, not on behalf of any other Contributor, and only if You agree to indemnify, defend, and hold each Contributor harmless for any liability incurred by, or claims asserted against, such Contributor by reason of your accepting any such warranty or additional liability.

Common Development & Distribution License Third-Party Product Terms The following terms apply to third-party products that are included with or in a BMC Software product as described in the BMC Software, Inc., License Agreement that is applicable to the product. COMMON DEVELOPMENT AND DISTRIBUTION LICENSE (CDDL) Version 1.0 1. Definitions. 1.1. Contributor means each individual or entity that creates or contributes to the creation of Modifications. 1.2. Contributor Version means the combination of the Original Software, prior Modifications used by a Contributor (if any), and the Modifications made by that particular Contributor. 1.3. Covered Software means (a) the Original Software, or (b) Modifications, or (c) the combination of files containing Original Software with files containing Modifications, in each case including portions thereof. 1.4. Executable means the Covered Software in any form other than Source Code. 1.5. Initial Developer means the individual or entity that first makes Original Software available under this License. 1.6. Larger Work means a work which combines Covered Software or portions thereof with code not governed by the terms of this License. 1.7. License means this document. 1.8. Licensable means having the right to grant, to the maximum extent possible, whether at the time of the initial grant or subsequently acquired, any and all of the rights conveyed herein. 1.9. Modifications means the Source Code and Executable form of any of the following: A. Any file that results from an addition to, deletion from or modification of the contents of a file containing Original Software or previous Modifications; B. Any new file that contains any part of the Original Software or previous Modification; or C. Any new file that is contributed or otherwise made available under the terms of this License. 1.10. Original Software means the Source Code and Executable form of computer software code that is originally released under this License. 1.11. Patent Claims means any patent claim(s), now owned or hereafter acquired, including without limitation, method, process, and apparatus claims, in any patent Licensable by grantor. 1.12. Source Code means (a) the common form of computer software code in which modifications are made and (b) associated documentation included in or with such code. 1.13. You (or Your) means an individual or a legal entity exercising rights under, and complying with all of the terms of, this License. For legal entities, You includes any entity which controls, is controlled by, or is under common control with You. For purposes of this definition, control means (a) the power, direct or indirect, to cause the direction or management of such entity, whether by contract or otherwise, or (b) ownership of more than fifty percent (50%) of the outstanding shares or beneficial ownership of such entity. 2. License Grants. 2.1. The Initial Developer Grant. Conditioned upon Your compliance with Section 3.1 below and subject to third party intellectual property claims, the Initial Developer hereby grants You a world-wide, royalty-free, non-exclusive license: (a) under intellectual property rights (other than patent or trademark) Licensable by Initial Developer, to use, reproduce, modify, display, perform, sublicense and distribute the Original Software (or portions thereof), with or without Modifications, and/or as part of a Larger Work; and (b) under Patent Claims infringed by the making, using or selling of Original Software, to make, have made, use, practice, sell, and offer for sale, and/or otherwise dispose of the Original Software (or portions thereof). (c) The licenses granted in Sections 2.1(a) and (b) are effective on the date Initial Developer first distributes or otherwise makes the Original Software available to a third party under the terms of this License. (d) Notwithstanding Section 2.1(b) above, no patent license is granted: (1) for code that You delete from the Original

Software, or (2) for infringements caused by: (i) the modification of the Original Software, or (ii) the combination of the Original Software with other software or devices. 2.2. Contributor Grant. Conditioned upon Your compliance with Section 3.1 below and subject to third party intellectual property claims, each Contributor hereby grants You a world-wide, royalty-free, non-exclusive license: (a) under intellectual property rights (other than patent or trademark) Licensable by Contributor to use, reproduce, modify, display, perform, sublicense and distribute the Modifications created by such Contributor (or portions thereof), either on an unmodified basis, with other Modifications, as Covered Software and/or as part of a Larger Work; and (b) under Patent Claims infringed by the making, using, or selling of Modifications made by that Contributor either alone and/or in combination with its Contributor Version (or portions of such combination), to make, use, sell, offer for sale, have made, and/or otherwise dispose of: (1) Modifications made by that Contributor (or portions thereof); and (2) the combination of Modifications made by that Contributor with its Contributor Version (or portions of such combination). (c) The licenses granted in Sections 2.2(a) and 2.2(b) are effective on the date Contributor first distributes or otherwise makes the Modifications available to a third party. (d) Notwithstanding Section 2.2(b) above, no patent license is granted: (1) for any code that Contributor has deleted from the Contributor Version; (2) for infringements caused by: (i) third party modifications of Contributor Version, or (ii) the combination of Modifications made by that Contributor with other software (except as part of the Contributor Version) or other devices; or (3) under Patent Claims infringed by Covered Software in the absence of Modifications made by that Contributor. 3. Distribution Obligations. 3.1. Availability of Source Code. Any Covered Software that You distribute or otherwise make available in Executable form must also be made available in Source Code form and that Source Code form must be distributed only under the terms of this License. You must include a copy of this License with every copy of the Source Code form of the Covered Software You distribute or otherwise make available. You must inform recipients of any such Covered Software in Executable form as to how they can obtain such Covered Software in Source Code form in a reasonable manner on or through a medium customarily used for software exchange. 3.2. Modifications. The Modifications that You create or to which You contribute are governed by the terms of this License. You represent that You believe Your Modifications are Your original creation(s) and/or You have sufficient rights to grant the rights conveyed by this License. 3.3. Required Notices. You must include a notice in each of Your Modifications that identifies You as the Contributor of the Modification. You may not remove or alter any copyright, patent or trademark notices contained within the Covered Software, or any notices of licensing or any descriptive text giving attribution to any Contributor or the Initial Developer. 3.4. Application of Additional Terms. You may not offer or impose any terms on any Covered Software in Source Code form that alters or restricts the applicable version of this License or the recipients rights hereunder. You may choose to offer, and to charge a fee for, warranty, support, indemnity or liability obligations to one or more recipients of Covered Software. However, you may do so only on Your own behalf, and not on behalf of the Initial Developer or any Contributor. You must make it absolutely clear that any such warranty, support, indemnity or liability obligation is offered by You alone, and You hereby agree to indemnify the Initial Developer and every Contributor for any liability incurred by the Initial Developer or such Contributor as a result of warranty, support, indemnity or liability terms You offer. 3.5. Distribution of Executable Versions. You may distribute the Executable form of the Covered Software under the terms of this License or under the terms of a license of Your choice, which may contain terms different from this License, provided that You are in compliance with the terms of this License and that the license for the Executable form does not attempt to limit or alter the recipients rights in the Source Code form from the rights set forth in this License. If You distribute the Covered Software in Executable form under a different license, You must make it absolutely clear that any terms which differ from this License are offered by You alone, not by the Initial Developer or Contributor. You hereby agree to indemnify the Initial Developer and every Contributor for any liability incurred by the Initial Developer or such Contributor as a result of any such terms You offer. 3.6. Larger Works. You may create a Larger Work by combining Covered Software with other code not governed by the terms of this License and distribute the Larger Work as a single product. In such a case, You must make sure the requirements of this License are fulfilled for the Covered Software. 4. Versions of the License. 4.1. New Versions. Sun Microsystems, Inc. is the initial license steward and may publish revised and/or new versions of this License from time to time. Each version will be given a distinguishing version number. Except as provided in Section 4.3, no one other than the license steward has the right to modify this License. 4.2. Effect of New Versions. You may always continue to use, distribute or otherwise make the Covered Software available under the terms of the version of the License under which You originally received the Covered Software. If the Initial Developer includes a notice in the Original Software prohibiting it from being distributed or otherwise made available under any subsequent version of the License, You must distribute and make the Covered Software available under the terms of the version of the License under which You originally received the Covered Software. Otherwise, You may also choose to use, distribute or otherwise make the Covered Software available under the terms of any subsequent version of the License published by the license steward. 4.3. Modified Versions. When You are an Initial Developer and You want to create a new license for Your Original Software, You may create and use a modified version of this License if You: (a) rename the license and remove any references to the name of the license steward (except to note that the license differs from this License); and (b) otherwise make it clear that the license contains terms which differ from this License. 5. DISCLAIMER OF WARRANTY. COVERED SOFTWARE IS PROVIDED UNDER THIS LICENSE ON AN AS IS BASIS, WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, WARRANTIES THAT THE COVERED SOFTWARE IS FREE OF DEFECTS, MERCHANTABLE, FIT FOR A PARTICULAR PURPOSE OR NON-INFRINGING. THE ENTIRE RISK AS TO THE QUALITY AND PERFORMANCE OF THE COVERED SOFTWARE IS WITH YOU. SHOULD ANY COVERED SOFTWARE PROVE DEFECTIVE IN ANY RESPECT, YOU (NOT THE INITIAL DEVELOPER OR ANY OTHER CONTRIBUTOR) ASSUME THE COST OF ANY NECESSARY SERVICING, REPAIR OR CORRECTION. THIS DISCLAIMER OF WARRANTY CONSTITUTES AN ESSENTIAL PART OF THIS LICENSE. NO USE OF ANY COVERED SOFTWARE IS AUTHORIZED HEREUNDER EXCEPT UNDER THIS DISCLAIMER. 6. TERMINATION. 6.1. This License and the rights granted hereunder will terminate automatically if You fail to comply with terms herein and fail to cure such breach within 30 days of becoming aware of the breach. Provisions which, by their nature, must remain in effect beyond the termination of this License shall survive. 6.2. If You assert a patent infringement claim (excluding declaratory judgment actions) against Initial Developer or a Contributor (the Initial Developer or Contributor against whom You assert such claim is referred to as Participant) alleging that the Participant Software (meaning the Contributor Version where the Participant is a Contributor or the Original Software where the Participant is the Initial Developer) directly or indirectly infringes any patent, then any and all rights granted directly or indirectly to You by such Participant, the Initial Developer (if the Initial Developer is not the Participant) and all Contributors under Sections 2.1 and/or 2.2 of this License shall, upon 60 days notice from Participant terminate prospectively and automatically at the expiration of such 60 day notice period, unless if within such 60 day period You withdraw Your claim with respect to the Participant Software against

such Participant either unilaterally or pursuant to a written agreement with Participant. 6.3. In the event of termination under Sections 6.1 or 6.2 above, all end user licenses that have been validly granted by You or any distributor hereunder prior to termination (excluding licenses granted to You by any distributor) shall survive termination. 7. LIMITATION OF LIABILITY. UNDER NO CIRCUMSTANCES AND UNDER NO LEGAL THEORY, WHETHER TORT (INCLUDING NEGLIGENCE), CONTRACT, OR OTHERWISE, SHALL YOU, THE INITIAL DEVELOPER, ANY OTHER CONTRIBUTOR, OR ANY DISTRIBUTOR OF COVERED SOFTWARE, OR ANY SUPPLIER OF ANY OF SUCH PARTIES, BE LIABLE TO ANY PERSON FOR ANY INDIRECT, SPECIAL, INCIDENTAL, OR CONSEQUENTIAL DAMAGES OF ANY CHARACTER INCLUDING, WITHOUT LIMITATION, DAMAGES FOR LOST PROFITS, LOSS OF GOODWILL, WORK STOPPAGE, COMPUTER FAILURE OR MALFUNCTION, OR ANY AND ALL OTHER COMMERCIAL DAMAGES OR LOSSES, EVEN IF SUCH PARTY SHALL HAVE BEEN INFORMED OF THE POSSIBILITY OF SUCH DAMAGES. THIS LIMITATION OF LIABILITY SHALL NOT APPLY TO LIABILITY FOR DEATH OR PERSONAL INJURY RESULTING FROM SUCH PARTYS NEGLIGENCE TO THE EXTENT APPLICABLE LAW PROHIBITS SUCH LIMITATION. SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THIS EXCLUSION AND LIMITATION MAY NOT APPLY TO YOU. 8. U.S. GOVERNMENT END USERS. The Covered Software is a commercial item, as that term is defined in 48 C.F.R. 2.101 (Oct. 1995), consisting of commercial computer software (as that term is defined at 48 C.F.R. 252.227-7014(a)(1)) and commercial computer software documentation as such terms are used in 48 C.F.R. 12.212 (Sept. 1995). Consistent with 48 C.F.R. 12.212 and 48 C.F.R. 227.7202-1 through 227.7202-4 (June 1995), all U.S. Government End Users acquire Covered Software with only those rights set forth herein. This U.S. Government Rights clause is in lieu of, and supersedes, any other FAR, DFAR, or other clause or provision that addresses Government rights in computer software under this License. 9. MISCELLANEOUS. This License represents the complete agreement concerning subject matter hereof. If any provision of this License is held to be unenforceable, such provision shall be reformed only to the extent necessary to make it enforceable. This License shall be governed by the law of the jurisdiction specified in a notice contained within the Original Software (except to the extent applicable law, if any, provides otherwise), excluding such jurisdictions conflict-of-law provisions. Any litigation relating to this License shall be subject to the jurisdiction of the courts located in the jurisdiction and venue specified in a notice contained within the Original Software, with the losing party responsible for costs, including, without limitation, court costs and reasonable attorneys fees and expenses. The application of the United Nations Convention on Contracts for the International Sale of Goods is expressly excluded. Any law or regulation which provides that the language of a contract shall be construed against the drafter shall not apply to this License. You agree that You alone are responsible for compliance with the United States export administration regulations (and the export control laws and regulation of any other countries) when You use, distribute or otherwise make available any Covered Software. 10. RESPONSIBILITY FOR CLAIMS. As between Initial Developer and the Contributors, each party is responsible for claims and damages arising, directly or indirectly, out of its utilization of rights under this License and You agree to work with Initial Developer and Contributors to distribute such responsibility on an equitable basis. Nothing herein is intended or shall be deemed to constitute any admission of liability.

Open SSL License Third-Party Product Terms The following terms apply to third-party products that are included with or in a BMC Software product as described in the BMC Software, Inc., License Agreement that is applicable to the product. OpenSSL License This product includes software developed by the OpenSSL Project for use in the OpenSSL Toolkit. (http://www.openssl.org/). Copyright (c) 1998-2003 The OpenSSL Project. All rights reserved. Redistribution and use in source and binary forms, with or without modification, are permitted provided that the following conditions are met: 1. Redistributions of source code must retain the above copyright notice, this list of conditions and the following disclaimer. 2. Redistributions in binary form must reproduce the above copyright notice, this list of conditions and the following disclaimer in the documentation and/or other materials provided with the distribution. 3. All advertising materials mentioning features or use of this software must display the following acknowledgment: "This product includes software developed by the OpenSSL Project for use in the OpenSSL Toolkit. (http://www.openssl.org/)" 4. The names "OpenSSL Toolkit" and "OpenSSL Project" must not be used to endorse or promote products derived from this software without prior written permission. For written permission, please contact [email protected]. 5. Products derived from this software may not be called "OpenSSL" nor may "OpenSSL" appear in their names without prior written permission of the OpenSSL Project. 6. Redistributions of any form whatsoever must retain the following acknowledgment: "This product includes software developed by the OpenSSL Project for use in the OpenSSL Toolkit (http://www.openssl.org/)" THIS SOFTWARE IS PROVIDED BY THE OpenSSL PROJECT ``AS IS'' AND ANY EXPRESSED OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE OpenSSL PROJECT OR ITS CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE. ==================================================================== This product includes cryptographic software written by Eric Young ([email protected]). This product includes software written by Tim Hudson ([email protected]). Original SSLeay License Copyright (C) 1995-1998 Eric Young ([email protected]) All rights reserved. This package is an SSL implementation written by Eric Young ([email protected]). The implementation was written so as to conform with Netscapes SSL. This library is free for commercial and non-commercial use as long as the following conditions are aheared to. The following conditions apply to all code found in this distribution, be it the RC4, RSA, lhash, DES, etc., code; not just the SSL code. The SSL documentation included with this distribution is covered by the same copyright terms except that the holder is Tim Hudson ([email protected]). Copyright remains Eric Young's, and as such any Copyright notices in the code are not to be removed. If this package is used in a product, Eric Young should be given attribution as the author of the parts of the library used. This can be in the form of a textual message at program startup or in documentation (online or textual) provided with the package. Redistribution and use in source and binary forms, with or without modification, are permitted provided that the following conditions are met: 1. Redistributions of source code must retain the copyright notice, this list of conditions and the following disclaimer. 2. Redistributions in binary form must reproduce the above copyright notice, this list of conditions and the following disclaimer in the documentation and/or other materials provided with the distribution. 3. All advertising materials mentioning features or use of this software must

display the following acknowledgement: "This product includes cryptographic software written by Eric Young ([email protected])" The word 'cryptographic' can be left out if the rouines from the library being used are not cryptographic related :-). 4. If you include any Windows specific code (or a derivative thereof) from the apps directory (application code) you must include an acknowledgement: "This product includes software written by Tim Hudson ([email protected])" THIS SOFTWARE IS PROVIDED BY ERIC YOUNG ``AS IS'' AND ANY EXPRESS OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE AUTHOR OR CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE.

Jason Hunter License Third-Party Product Terms The following terms apply to third-party products that are included with or in a BMC Software product as described in the BMC Software, Inc., License Agreement that is applicable to the BMC Software product. Jason Hunter License Copyright (C) 2001-2002 by Jason Hunter, jhunter_AT_servlets.com. All rights reserved. REDISTRIBUTION RIGHTS Commercial redistribution rights of the com.oreilly.servlet packages are available by writing jhunter_AT_servlets.com. Non-commercial redistribution is permitted provided that: 1. You redistribute the package in object code form only (as Java .class files or a .jar file containing the .class files) and only as part of a product that uses the classes as part of its primary functionality. 2. The product containing the package is non-commercial in nature. 3. The public interface to the classes in the package, and the public interface to any classes with similar functionality, is hidden from end users when engaged in normal use of the product. 4. The distribution is not part of a software development kit, operating system, other library, or a development tool without written permission from the copyright holder. 5. The distribution includes copyright notice as follows: "The source code, object code, and documentation in the com.oreilly.servlet package is copyright and owned by Jason Hunter." in the documentation and/or other materials provided with the distribution. 6. You reproduce the above copyright notice, this list of conditions, and the following disclaimer in the documentation and/or other materials provided with the distribution. 7. Licensor retains title to and ownership of the Software and all enhancements, modifications, and updates to the Software. Note that the com.oreilly.servlet package is provided "as is" and the author will not be liable for any damages suffered as a result of your use. Furthermore, you understand the package comes without any technical support. You can always find the latest version of the com.oreilly.servlet package at http://www.servlets.com. THIS SOFTWARE IS PROVIDED BY THE AUTHOR ``AS IS'' AND ANY EXPRESS OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE AUTHOR OR CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE.

Sun Binary License Sun Microsystems, Inc. Binary Code License Agreement READ THE TERMS OF THIS AGREEMENT AND ANY PROVIDED SUPPLEMENTAL LICENSE TERMS (COLLECTIVELY "AGREEMENT") CAREFULLY BEFORE OPENING THE SOFTWARE MEDIA PACKAGE. BY OPENING THE SOFTWARE MEDIA PACKAGE, YOU AGREE TO THE TERMS OF THIS AGREEMENT. IF YOU ARE ACCESSING THE SOFTWARE ELECTRONICALLY, INDICATE YOUR ACCEPTANCE OF THESE TERMS BY SELECTING THE "ACCEPT" BUTTON AT THE END OF THIS AGREEMENT. IF YOU DO NOT AGREE TO ALL THESE TERMS, PROMPTLY RETURN THE UNUSED SOFTWARE TO YOUR PLACE OF PURCHASE FOR A REFUND OR, IF THE SOFTWARE IS ACCESSED ELECTRONICALLY, SELECT THE "DECLINE" BUTTON AT THE END OF THIS AGREEMENT. 1. LICENSE TO USE. Sun grants you a non-exclusive and non-transferable license for the internal use only of the accompanying software and documentation and any error corrections provided by Sun (collectively "Software"), by the number of users and the class of computer hardware for which the corresponding fee has been paid. 2. RESTRICTIONS. Software is confidential and copyrighted. Title to Software and all associated intellectual property rights is retained by Sun and/or its licensors. Except as specifically authorized in any Supplemental License Terms, you may not make copies of Software, other than a single copy of Software for archival purposes. Unless enforcement is prohibited by applicable law, you may not modify, decompile, or reverse engineer Software. You acknowledge that Software is not designed, licensed or intended for use in the design, construction, operation or maintenance of any nuclear facility. Sun disclaims any express or implied warranty of fitness for such uses. No right, title or interest in or to any trademark, service mark, logo or trade name of Sun or its licensors is granted under this Agreement. 3. LIMITED WARRANTY. Sun warrants to you that for a period of ninety (90) days from the date of purchase, as evidenced by a copy of the receipt, the media on which Software is furnished (if any) will be free of defects in materials and workmanship under normal use. Except for the foregoing, Software is provided "AS IS". Your exclusive remedy and Sun's entire liability under this limited warranty will be at Sun's option to replace Software media or refund the fee paid for Software. 4. DISCLAIMER OF WARRANTY. UNLESS SPECIFIED IN THIS AGREEMENT, ALL EXPRESS OR IMPLIED CONDITIONS, REPRESENTATIONS AND WARRANTIES, INCLUDING ANY IMPLIED WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE OR NON-INFRINGEMENT ARE DISCLAIMED, EXCEPT TO THE EXTENT THAT THESE DISCLAIMERS ARE HELD TO BE LEGALLY INVALID. 5. LIMITATION OF LIABILITY. TO THE EXTENT NOT PROHIBITED BY LAW, IN NO EVENT WILL SUN OR ITS LICENSORS BE LIABLE FOR ANY LOST REVENUE, PROFIT OR DATA, OR FOR SPECIAL, INDIRECT, CONSEQUENTIAL, INCIDENTAL OR PUNITIVE DAMAGES, HOWEVER CAUSED REGARDLESS OF THE THEORY OF LIABILITY, ARISING OUT OF OR RELATED TO THE USE OF OR INABILITY TO USE SOFTWARE, EVEN IF SUN HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. In no event will Sun's liability to you, whether in contract, tort (including negligence), or otherwise, exceed the amount paid by you for Software under this Agreement. The foregoing limitations will apply

even if the above stated warranty fails of its essential purpose. 6. Termination. This Agreement is effective until terminated. You may terminate this Agreement at any time by destroying all copies of Software. This Agreement will terminate immediately without notice from Sun if you fail to comply with any provision of this Agreement. Upon Termination, you must destroy all copies of Software. 7. Export Regulations. All Software and technical data delivered under this Agreement are subject to US export control laws and may be subject to export or import regulations in other countries. You agree to comply strictly with all such laws and regulations and acknowledge that you have the responsibility to obtain such licenses to export, re-export, or import as may be required after delivery to you. 8. U.S. Government Restricted Rights. If Software is being acquired by or on behalf of the U.S. Government or by a U.S. Government prime contractor or subcontractor (at any tier), then the Government's rights in Software and accompanying documentation will be only as set forth in this Agreement; this is in accordance with 48 CFR 227.7201 through 227.7202-4 (for Department of Defense (DOD) acquisitions) and with 48 CFR 2.101 and 12.212 (for non-DOD acquisitions). 9. Governing Law. Any action related to this Agreement will be governed by California law and controlling U.S. federal law. No choice of law rules of any jurisdiction will apply. 10. Severability. If any provision of this Agreement is held to be unenforceable, this Agreement will remain in effect with the provision omitted, unless omission would frustrate the intent of the parties, in which case this Agreement will immediately terminate. 11. Integration. This Agreement is the entire agreement between you and Sun relating to its subject matter. It supersedes all prior or contemporaneous oral or written communications, proposals, representations and warranties and prevails over any conflicting or additional terms of any quote, order, acknowledgment, or other communication between the parties relating to its subject matter during the term of this Agreement. No modification of this Agreement will be binding, unless in writing and signed by an authorized representative of each party. JAVAHELPTM VERSION 1.1.3 SUPPLEMENTAL LICENSE TERMS These supplemental license terms ("Supplemental Terms") add to or modify the terms of the Binary Code License Agreement (collectively, the "Agreement"). Capitalized terms not defined in these Supplemental Terms shall have the same meanings ascribed to them in the Agreement. These Supplemental Terms shall supersede any inconsistent or conflicting terms in the Agreement, or in any license contained within the Software. 1. Software Internal Use and Development License Grant. Subject to the terms and conditions of this Agreement, including, but not limited to Section 3 (JavaTM Technology Restrictions) of these Supplemental Terms, Sun grants you a non-exclusive, non-transferable, limited license to reproduce internally and use internally the binary form of the Software complete and unmodified for the sole purpose of designing, developing and testing your Java applets and applications intended to run on the Java platform ("Programs"). 2. License to Distribute Redistributables. In addition to the license granted in Section 1 (Software Internal Use and Development License Grant) of these Supplemental Terms, subject to the terms and conditions of this Agreement, including but not limited to Section 3 (Java Technology Restrictions) of these Supplemental Terms, Sun grants you a non-exclusive, non-transferable, limited license to reproduce and distribute those files specifically identified as redistributable in the Software "README" file ("Redistributables") provided that: (i) you distribute the Redistributables complete and unmodified (unless otherwise specified in the applicable README file), and only bundled as part of your Programs, (ii) you do not distribute additional software intended to supersede any component(s) of the Redistributables, (iii) you do not remove or alter any proprietary legends or notices contained in or on the Redistributables, (iv) you only distribute the Redistributables pursuant to a license agreement that protects Sun's interests consistent with the terms contained in the Agreement, and (v) you agree to defend and indemnify Sun and its licensors from and against any damages, costs, liabilities, settlement amounts and/or expenses (including attorneys' fees) incurred in connection with any claim, lawsuit or action by any third party that arises or results from the use or distribution of any and all Programs and/or Software. 3. Java Technology Restrictions. You may not modify the Java Platform Interface ("JPI", identified as classes contained within the "java" package or any subpackages of the "java" package), by creating additional classes within the JPI or otherwise causing the addition to or modification of the classes in the JPI. In the event that you create an additional class and associated API(s) which (i) extends the functionality of the Java platform, and (ii) is exposed to third party software developers for the purpose of developing additional software which invokes such additional API, you must promptly publish broadly an accurate specification for such API for free use by all developers. You may not create, or authorize your licensees to create, additional classes, interfaces, or subpackages that are in any way identified as "java", "javax", "sun" or similar convention as specified by Sun in any naming convention designation. 4. Java Runtime Availability. Refer to the appropriate version of the Java Runtime Environment binary code license (currently located at http://www.java.sun.com/jdk/index.html) for the availability of runtime code which may be distributed with Java applets and applications. 5. Trademarks and Logos. You acknowledge and agree as between you and Sun that Sun owns the SUN, SOLARIS, JAVA, JINI, FORTE, and iPLANET trademarks and all SUN, SOLARIS, JAVA, JINI, FORTE, and iPLANET-related trademarks, service marks, logos and other brand designations ("Sun Marks"), and you agree to comply with the Sun Trademark and Logo Usage Requirements currently located at http://www.sun.com/policies/trademarks. Any use you make of the Sun Marks inures to Sun's benefit. 6. Source Code. Software may contain source code that is provided solely for reference purposes pursuant to the terms of this Agreement. Source code may not be redistributed unless expressly provided for in this Agreement. 7. Termination for Infringement. Either party may terminate this Agreement immediately should any Software become, or in either party's opinion be likely to become, the subject of a claim of infringement of any intellectual property right. For inquiries please contact: Sun Microsystems, Inc. 901 San Antonio Road, Palo Alto, California 94303 (LFI# 114197/Form ID# 011801)

Bouncy Castle License Copyright (c) 2000 - 2009 The Legion Of The Bouncy Castle (http://www.bouncycastle.org) Permission is hereby granted, free of charge, to any person obtaining a copy of this software and associated documentation files (the "Software"), to deal in the Software without restriction, including without limitation the rights to use, copy, modify, merge, publish, distribute, sublicense, and/or sell copies of the Software, and to permit persons to whom the Software is furnished to do so, subject to the following conditions: The above copyright notice and this permission notice shall be included in all copies or substantial portions of the Software. THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM, OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE SOFTWARE.

Sun Microsystems Incorporated License Third-Party Product Terms The following terms apply to third-party products that are included with or in a BMC Software product as described in the BMC Software, Inc., License Agreement that is applicable to the product. Sun Microsystems, Inc. Binary Code License Agreement 1. LICENSE TO USE. Sun grants you a non-exclusive and non-transferable license for the internal use only of the accompanying software and documentation and any error corrections provided by Sun (collectively "Software"), by the number of users and the class of computer hardware for which the corresponding fee has been paid. 2. RESTRICTIONS. Software is confidential and copyrighted. Title to Software and all associated intellectual property rights is retained by Sun and/or its licensors. Except as specifically authorized in any Supplemental License Terms, you may not make copies of Software, other than a single copy of Software for archival purposes. Unless enforcement is prohibited by applicable law, you may not modify, decompile, or reverse engineer Software. Licensee acknowledges that Licensed Software is not designed or intended for use in the design, construction, operation or maintenance of any nuclear facility. Sun Microsystems, Inc. disclaims any express or implied warranty of fitness for such uses. No right, title or interest in or to any trademark, service mark, logo or trade name of Sun or its licensors is granted under this Agreement. 3. LIMITED WARRANTY. Sun warrants to you that for a period of ninety (90) days from the date of purchase, as evidenced by a copy of the receipt, the media on which Software is furnished (if any) will be free of defects in materials and workmanship under normal use. Except for the foregoing, Software is provided "AS IS". Your exclusive remedy and Sun's entire liability under this limited warranty will be at Sun's option to replace Software media or refund the fee paid for Software. 4. DISCLAIMER OF WARRANTY. UNLESS SPECIFIED IN THIS AGREEMENT, ALL EXPRESS OR IMPLIED CONDITIONS, REPRESENTATIONS AND WARRANTIES, INCLUDING ANY IMPLIED WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE OR NON-INFRINGEMENT ARE DISCLAIMED, EXCEPT TO THE EXTENT THAT THESE DISCLAIMERS ARE HELD TO BE LEGALLY INVALID. 5. LIMITATION OF LIABILITY. TO THE EXTENT NOT PROHIBITED BY LAW, IN NO EVENT WILL SUN OR ITS LICENSORS BE LIABLE FOR ANY LOST REVENUE, PROFIT OR DATA, OR FOR SPECIAL, INDIRECT, CONSEQUENTIAL, INCIDENTAL OR PUNITIVE DAMAGES, HOWEVER CAUSED REGARDLESS OF THE THEORY OF LIABILITY, ARISING OUT OF OR RELATED TO THE USE OF OR INABILITY TO USE SOFTWARE, EVEN IF SUN HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. In no event will Sun's liability to you, whether in contract, tort (including negligence), or otherwise, exceed the amount paid by you for Software under this Agreement. The foregoing limitations will apply even if the above stated warranty fails of its essential purpose. 6. Termination. This Agreement is effective until terminated. You may terminate this Agreement at any time by destroying all copies of Software. This Agreement will terminate immediately without notice from Sun if you fail to comply with any provision of this Agreement. Upon Termination, you must destroy all copies of Software. 7. Export Regulations. All Software and technical data delivered under this Agreement are subject to US export control laws and may be subject to export or import regulations in other countries. You agree to comply strictly with all such laws and regulations and acknowledge that you have the responsibility to obtain such licenses to export, re-export, or import as may be required after delivery to you. 8. U.S. Government Restricted Rights. If Software is being acquired by or on behalf of the U.S. Government or by a U.S. Government prime contractor or subcontractor (at any tier), then the Government's rights in Software and accompanying documentation will be only as set forth in this Agreement; this is in accordance with 48 CFR 227.7201 through 227.7202-4 (for Department of Defense (DOD) acquisitions) and with 48 CFR 2.101 and 12.212 (for non-DOD acquisitions). 9. Governing Law. Any action related to this Agreement will be governed by California law and controlling U.S. federal law. No choice of law rules of any jurisdiction will apply. 10. Severability. If any provision of this Agreement is held to be unenforceable, this Agreement will remain in effect with the provision omitted, unless omission would frustrate the intent of the parties, in which case this Agreement will immediately terminate. 11. Integration. This Agreement is the entire agreement between you and Sun relating to its subject matter. It supersedes all prior or contemporaneous oral or written communications, proposals, representations and warranties and prevails over any conflicting or additional terms of any quote, order, acknowledgment, or other communication between the parties relating to its subject matter during the term of this Agreement. No modification of this Agreement will be binding, unless in writing and signed by an authorized representative of each party. JAVA(TM) INTERFACE CLASSES JAVA API FOR XML-BASED RPC API CLASS FILES, VERSION 1.1 SUPPLEMENTAL LICENSE TERMS These supplemental license terms ("Supplemental Terms") add to or modify the terms of the Binary Code License Agreement (collectively, the "Agreement"). Capitalized terms not defined in these Supplemental Terms shall have the same meanings ascribed to them in the Agreement. These Supplemental Terms shall supersede any inconsistent or conflicting terms in the Agreement, or in any license contained within the Software. 1. Software Internal Use and Development License Grant. Subject to the terms and conditions of this Agreement, including, but not limited to Section 3 (Java(TM) Technology Restrictions) of these Supplemental Terms, Sun grants you a non-exclusive, non-transferable, limited license to reproduce internally and use internally the binary form of the Software, complete and unmodified, for the sole purpose of designing, developing and testing your Java applets and applications ("Programs"). 2. License to Distribute Software. In addition to the license granted in Section 1 (Software Internal Use and Development License Grant) of these Supplemental Terms, subject to the terms and conditions of this Agreement, including but not limited to Section 3 (Java Technology Restrictions), Sun grants you a non-exclusive, non-transferable, limited license to reproduce and distribute the Software in binary form only, provided that you (i) distribute the Software complete and unmodified and only bundled as part of your Programs, (ii) do not distribute additional software intended to replace any component(s) of the Software, (iii) do not remove or alter any proprietary legends or notices contained in the Software, (iv) only distribute the Software subject to a license agreement that protects Sun's interests consistent with the terms contained in this Agreement, and (v) agree to defend and indemnify Sun and its licensors from and against any damages, costs, liabilities, settlement amounts and/or expenses 3. Java Technology Restrictions. You may not modify the Java Platform Interface ("JPI", identified as classes contained within the "java" package or any subpackages of the "java" package), by creating additional classes within the JPI or otherwise causing the addition to or modification of the classes in the JPI. In the event that you create an additional class and associated API(s) which (i) extends the functionality of the Java Platform, and (ii) is exposed to third party software developers for the purpose of developing additional software which invokes such additional API, you must promptly publish broadly an accurate specification for such API for free use by all developers. You may not create, or authorize your licensees to create additional classes, interfaces, or subpackages that are in any way identified as "java", "javax", "sun" or similar convention as specified by Sun in any naming convention designation. 4. Trademarks and Logos. You acknowledge and agree as between you and Sun that Sun owns the SUN, SOLARIS, JAVA, JINI, FORTE, and iPLANET trademarks and all SUN, SOLARIS, JAVA, JINI, FORTE, and iPLANET-related trademarks, service marks, logos and other brand designations ("Sun Marks"), and you agree to comply with the Sun Trademark and Logo Usage Requirements currently located at http://www.sun.com/policies/trademarks. Any use you

make of the Sun Marks inures to Sun's benefit. 5. Source Code. Software may contain source code that is provided solely for reference purposes pursuant to the terms of this Agreement. Source code may not be redistributed unless expressly provided for in this Agreement. 6. Termination for Infringement. Either party may terminate this Agreement immediately should any Software become, or in either party's opinion be likely to become, the subject of a claim of infringement of any intellectual property right. For inquiries please contact: Sun Microsystems, Inc. 4150 Network Circle, Santa Clara, California 95054 (LFI# 136499/Form ID# 011801)

Creative Commons License Creative Commons Creative Commons License Deed Copyright-Only Dedication* (based on United States law) or Public Domain Certification The person or persons who have associated work with this document (the "Dedicator" or "Certifier") hereby either (a) certifies that, to the best of his knowledge, the work of authorship identified is in the public domain of the country from which the work is published, or (b) hereby dedicates whatever copyright the dedicators holds in the work of authorship identified below (the "Work") to the public domain. A certifier, moreover, dedicates any copyright interest he may have in the associated work, and for these purposes, is described as a "dedicator" below. A certifier has taken reasonable steps to verify the copyright status of this work. Certifier recognizes that his good faith efforts may not shield him from liability if in fact the work certified is not in the public domain. Dedicator makes this dedication for the benefit of the public at large and to the detriment of the Dedicator's heirs and successors. Dedicator intends this dedication to be an overt act of relinquishment in perpetuity of all present and future rights under copyright law, whether vested or contingent, in the Work. Dedicator understands that such relinquishment of all rights includes the relinquishment of all rights to enforce (by lawsuit or otherwise) those copyrights in the Work. Dedicator recognizes that, once placed in the public domain, the Work may be freely reproduced, distributed, transmitted, used, modified, built upon, or otherwise exploited by anyone for any purpose, commercial or non-commercial, and in any way, including by methods that have not yet been invented or conceived.

Antlr License Third-Party Product Terms The following terms apply to third-party products that are included with or in a BMC Software product as described in the BMC Software, Inc., License Agreement that is applicable to the BMC Software product. ANTLR License Copyright (c) 2005, Terence Parr. All rights reserved. Redistribution and use in source and binary forms, with or without modification, are permitted provided that the following conditions are met: Redistributions of source code must retain the above copyright notice, this list of conditions and the following disclaimer. Redistributions in binary form must reproduce the above copyright notice, this list of conditions and the following disclaimer in the documentation and/or other materials provided with the distribution. Neither the name of the author nor the names of its contributors may be used to endorse or promote products derived from this software without specific prior written permission. THIS SOFTWARE IS PROVIDED BY THE COPYRIGHT HOLDERS AND CONTRIBUTORS "AS IS" AND ANY EXPRESS OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE COPYRIGHT OWNER OR CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE.

Common Public License Common Public License Common Public License Version 1.0 SOME OF THE ACCOMPANYING PROGRAMS ARE PROVIDED UNDER THE TERMS OF THIS COMMON PUBLIC LICENSE ("AGREEMENT"). ANY USE, REPRODUCTION OR DISTRIBUTION OF THE PROGRAM CONSTITUTES RECIPIENT'S ACCEPTANCE OF THIS AGREEMENT. [List each third party software that is included in this release] 1. DEFINITIONS "Contribution" means: a) in the case of the initial Contributor, the initial code and documentation distributed under this Agreement, and b) in the case of each subsequent Contributor: i) changes to the Program, and ii) additions to the Program; where such changes and/or additions to the Program originate from and are distributed by that particular Contributor. A Contribution 'originates' from a Contributor if it was added to the Program by such Contributor itself or anyone acting on such Contributor's behalf. Contributions do not include additions to the Program which: (i) are separate modules of software distributed in conjunction with the Program under their own license agreement, and (ii) are not derivative works of the Program. "Contributor" means any person or entity that distributes the Program. "Licensed Patents " mean patent claims licensable by a Contributor which are necessarily infringed by the use or sale of its Contribution alone or when combined with the Program. "Program" means the Contributions distributed in accordance with this Agreement. "Recipient" means anyone who receives the Program under this Agreement, including all Contributors. 2. GRANT OF RIGHTS a) Subject to the terms of this Agreement, each Contributor hereby grants Recipient a non-exclusive, worldwide, royalty-free copyright license to reproduce, prepare derivative works of, publicly display, publicly perform, distribute and sublicense the Contribution of such Contributor, if any, and such derivative works, in source code and object code form. b) Subject to the terms of this Agreement, each Contributor hereby grants Recipient a non-exclusive, worldwide, royalty-free patent license under Licensed Patents to make, use, sell, offer to sell, import and otherwise transfer the Contribution of such Contributor, if any, in source code and object code form. This patent license shall apply to the combination of the Contribution and the Program if, at the time the Contribution is added by the Contributor, such addition of the Contribution causes such combination to be covered by the Licensed Patents. The patent license shall not apply to any other combinations which include the Contribution. No hardware per se is licensed hereunder. c) Recipient understands that although each Contributor grants the licenses to its Contributions set forth herein, no assurances are provided by any Contributor that the Program does not infringe the patent or other intellectual property rights of any other entity. Each Contributor disclaims any liability to Recipient for claims brought by any other entity based on infringement of intellectual property rights or otherwise. As a condition to exercising the rights and licenses granted hereunder, each Recipient hereby assumes sole responsibility to secure any other intellectual property rights needed, if any. For example, if a third party patent license is required to allow Recipient to distribute the Program, it is Recipient's responsibility to acquire that license before distributing the Program. d) Each Contributor represents that to its knowledge it has sufficient copyright rights in its Contribution, if any, to grant the copyright license set forth in this Agreement. 3. REQUIREMENTS A Contributor may choose to distribute the Program in object code form under its own license agreement, provided

that: a) it complies with the terms and conditions of this Agreement; and b) its license agreement: i) effectively disclaims on behalf of all Contributors all warranties and conditions, express and implied, including warranties or conditions of title and non-infringement, and implied warranties or conditions of merchantability and fitness for a particular purpose; ii) effectively excludes on behalf of all Contributors all liability for damages, including direct, indirect, special, incidental and consequential damages, such as lost profits; iii) states that any provisions which differ from this Agreement are offered by that Contributor alone and not by any other party; and iv) states that source code for the Program is available from such Contributor, and informs licensees how to obtain it in a reasonable manner on or through a medium customarily used for software exchange. When the Program is made available in source code form: a) it must be made available under this Agreement; and b) a copy of this Agreement must be included with each copy of the Program. Contributors may not remove or alter any copyright notices contained within the Program. Each Contributor must identify itself as the originator of its Contribution, if any, in a manner that reasonably allows subsequent Recipients to identify the originator of the Contribution. 4. COMMERCIAL DISTRIBUTION Commercial distributors of software may accept certain responsibilities with respect to end users, business partners and the like. While this license is intended to facilitate the commercial use of the Program, the Contributor who includes the Program in a commercial product offering should do so in a manner which does not create potential liability for other Contributors. Therefore, if a Contributor includes the Program in a commercial product offering, such Contributor ("Commercial Contributor") hereby agrees to defend and indemnify every other Contributor ("Indemnified Contributor") against any losses, damages and costs (collectively "Losses") arising from claims, lawsuits and other legal actions brought by a third party against the Indemnified Contributor to the extent caused by the acts or omissions of such Commercial Contributor in connection with its distribution of the Program in a commercial product offering. The obligations in this section do not apply to any claims or Losses relating to any actual or alleged intellectual property infringement. In order to qualify, an Indemnified Contributor must: a) promptly notify the Commercial Contributor in writing of such claim, and b) allow the Commercial Contributor to control, and cooperate with the Commercial Contributor in, the defense and any related settlement negotiations. The Indemnified Contributor may participate in any such claim at its own expense. For example, a Contributor might include the Program in a commercial product offering, Product X. That Contributor is then a Commercial Contributor. If that Commercial Contributor then makes performance claims, or offers warranties related to Product X, those performance claims and warranties are such Commercial Contributor's responsibility alone. Under this section, the Commercial Contributor would have to defend claims against the other Contributors related to those performance claims and warranties, and if a court requires any other Contributor to pay any damages as a result, the Commercial Contributor must pay those damages. 5. NO WARRANTY EXCEPT AS EXPRESSLY SET FORTH IN THIS AGREEMENT, THE PROGRAM IS PROVIDED ON AN "AS IS" BASIS, WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, EITHER EXPRESS OR IMPLIED INCLUDING, WITHOUT LIMITATION, ANY WARRANTIES OR CONDITIONS OF TITLE, NON-INFRINGEMENT, MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. Each Recipient is solely responsible for determining the appropriateness of using and distributing the Program and assumes all risks associated with its exercise of rights under this Agreement, including but not limited to the risks and costs of program errors, compliance with applicable laws, damage to or loss of data, programs or equipment, and unavailability or interruption of operations. 6. DISCLAIMER OF LIABILITY EXCEPT AS EXPRESSLY SET FORTH IN THIS AGREEMENT, NEITHER RECIPIENT NOR ANY CONTRIBUTORS SHALL HAVE ANY LIABILITY FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING WITHOUT LIMITATION LOST PROFITS), HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OR DISTRIBUTION OF THE PROGRAM OR THE EXERCISE OF ANY RIGHTS GRANTED HEREUNDER, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. 7. GENERAL If any provision of this Agreement is invalid or unenforceable under applicable law, it shall not affect the validity or enforceability of the remainder of the terms of this Agreement, and without further action by the parties hereto, such provision shall be reformed to the minimum extent necessary to make such provision valid and enforceable. If Recipient institutes patent litigation against a Contributor with respect to a patent applicable to software (including a cross-claim or counterclaim in a lawsuit), then any patent licenses granted by that Contributor to such Recipient under this Agreement shall terminate as of the date such litigation is filed. In addition, if Recipient institutes patent litigation against any entity (including a cross-claim or counterclaim in a lawsuit) alleging that the Program itself (excluding combinations of the Program with other software or hardware) infringes such Recipient's patent(s), then such Recipient's rights granted under Section 2(b) shall terminate as of the date such litigation is filed. All Recipient's rights under this Agreement shall terminate if it fails to comply with any of the material terms or conditions of this Agreement and does not cure such failure in a reasonable period of time after becoming aware of such noncompliance. If all Recipient's rights under this Agreement terminate, Recipient agrees to cease use and distribution of the Program as soon as reasonably practicable. However, Recipient's obligations under this Agreement and any licenses granted by Recipient relating to the Program shall continue and survive. Everyone is permitted to copy and distribute copies of this Agreement, but in order to avoid inconsistency the Agreement is copyrighted and may only be modified in the following manner. The Agreement Steward reserves the right to publish new versions (including revisions) of this Agreement from time to time. No one other than the Agreement Steward has the right to modify this Agreement. IBM is the initial Agreement Steward. IBM may assign the responsibility to serve as the Agreement Steward to a suitable separate entity. Each new version of the Agreement will be given a distinguishing version number. The Program (including Contributions) may always be distributed subject to the version of the Agreement under which it was received. In addition, after a new version of the Agreement is published, Contributor may elect to distribute the Program (including its Contributions) under the new version. Except as expressly stated in Sections 2(a) and 2(b) above, Recipient receives no rights or licenses to the intellectual property of any Contributor under this Agreement, whether expressly, by implication, estoppel or otherwise. All rights in the Program not expressly granted under this Agreement are reserved. This Agreement is governed by the laws of the State of New York and the intellectual property laws of the United States of America. No party to this Agreement will bring a legal action under this Agreement more than one year after the cause of action arose. Each party waives its rights to a jury trial in any resulting litigation.

Ehcache License Third-Party Product Terms The following terms apply to third-party products that are included with or in a BMC Software product as described in the BMC Software, Inc., License Agreement that is applicable to the product. Copyright 2003-2010 Terracotta, Inc. Licensed under the Apache License, Version 2.0 (the "License"); you may not use this file except in compliance with the License.

You may obtain a copy of the License at http://www.apache.org/licenses/LICENSE-2.0 Unless required by applicable law or agreed to in writing, software distributed under the License is distributed on an "AS IS" BASIS, WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, either express or implied. See the License for the specific language governing permissions and limitations under the License. _____________________________________________ Apache 2.0 License Copyright (c) 2000-2004 The Apache Software Foundation. All rights reserved. TERMS AND CONDITIONS FOR USE, REPRODUCTION, AND DISTRIBUTION 1. Definitions. "License" shall mean the terms and conditions for use, reproduction, and distribution as defined by Sections 1 through 9 of this document. "Licensor" shall mean the copyright owner or entity authorized by the copyright owner that is granting the License. "Legal Entity" shall mean the union of the acting entity and all other entities that control, are controlled by, or are under common control with that entity. For the purposes of this definition, "control" means (i) the power, direct or indirect, to cause the direction or management of such entity, whether by contract or otherwise, or (ii) ownership of fifty percent (50%) or more of the outstanding shares, or (iii) beneficial ownership of such entity. "You" (or "Your") shall mean an individual or Legal Entity exercising permissions granted by this License. "Source" form shall mean the preferred form for making modifications, including but not limited to software source code, documentation source, and configuration files. "Object" form shall mean any form resulting from mechanical transformation or translation of a Source form, including but not limited to compiled object code, generated documentation, and conversions to other media types. "Work" shall mean the work of authorship, whether in Source or Object form, made available under the License, as indicated by a copyright notice that is included in or attached to the work (an example is provided in the Appendix below). "Derivative Works" shall mean any work, whether in Source or Object form, that is based on (or derived from) the Work and for which the editorial revisions, annotations, elaborations, or other modifications represent, as a whole, an original work of authorship. For the purposes of this License, Derivative Works shall not include works that remain separable from, or merely link (or bind by name) to the interfaces of, the Work and Derivative Works thereof. "Contribution" shall mean any work of authorship, including the original version of the Work and any modifications or additions to that Work or Derivative Works thereof, that is intentionally submitted to Licensor for inclusion in the Work by the copyright owner or by an individual or Legal Entity authorized to submit on behalf of the copyright owner. For the purposes of this definition, "submitted" means any form of electronic, verbal, or written communication sent to the Licensor or its representatives, including but not limited to communication on electronic mailing lists, source code control systems, and issue tracking systems that are managed by, or on behalf of, the Licensor for the purpose of discussing and improving the Work, but excluding communication that is conspicuously marked or otherwise designated in writing by the copyright owner as "Not a Contribution." "Contributor" shall mean Licensor and any individual or Legal Entity on behalf of whom a Contribution has been received by Licensor and subsequently incorporated within the Work. 2. Grant of Copyright License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable copyright license to reproduce, prepare Derivative Works of, publicly display, publicly perform, sublicense, and distribute the Work and such Derivative Works in Source or Object form. 3. Grant of Patent License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable (except as stated in this section) patent license to make, have made, use, offer to sell, sell, import, and otherwise transfer the Work, where such license applies only to those patent claims licensable by such Contributor that are necessarily infringed by their Contribution(s) alone or by combination of their Contribution(s) with the Work to which such Contribution(s) was submitted. If You institute patent litigation against any entity (including a cross-claim or counterclaim in a lawsuit) alleging that the Work or a Contribution incorporated within the Work constitutes direct or contributory patent infringement, then any patent licenses granted to You under this License for that Work shall terminate as of the date such litigation is filed. 4. Redistribution. You may reproduce and distribute copies of the Work or Derivative Works thereof in any medium, with or without modifications, and in Source or Object form, provided that You meet the following conditions: (a) You must give any other recipients of the Work or Derivative Works a copy of this License; and (b) You must cause any modified files to carry prominent notices stating that You changed the files; and (c) You must retain, in the Source form of any Derivative Works that You distribute, all copyright, patent, trademark, and attribution notices from the Source form of the Work, excluding those notices that do not pertain to any part of the Derivative Works; and (d) If the Work includes a "NOTICE" text file as part of its distribution, then any Derivative Works that You distribute must include a readable copy of the attribution notices contained within such NOTICE file, excluding those notices that do not pertain to any part of the Derivative Works, in at least one of the following places: within a NOTICE text file distributed as part of the Derivative Works; within the Source form or documentation, if provided along with the Derivative Works; or, within a display generated by the Derivative Works, if and wherever such third-party notices normally appear. The contents of the NOTICE file are for informational purposes only and do not modify the License. You may add Your own attribution notices within Derivative Works that You distribute, alongside or as an addendum to the NOTICE text from the Work, provided that such additional attribution notices cannot be construed as modifying the License. You may add Your own copyright statement to Your modifications and may provide additional or different license terms and conditions for use, reproduction, or distribution of Your modifications, or for any such Derivative Works as a whole, provided Your use, reproduction, and distribution of the Work otherwise complies with the conditions stated in this License. 5. Submission of Contributions. Unless You explicitly state otherwise, any Contribution intentionally submitted for inclusion in the Work by You to the Licensor shall be under the terms and conditions of this License, without any additional terms or conditions. Notwithstanding the above, nothing herein shall supersede or modify the terms of any separate license agreement you may have executed with Licensor regarding such Contributions. 6. Trademarks. This License does not grant permission to use the trade names, trademarks, service marks, or product names of the Licensor, except as required for reasonable and customary use in describing the origin of the Work and reproducing the content of the NOTICE file. 7. Disclaimer of Warranty. Unless required by applicable law or agreed to in writing, Licensor provides the Work (and each Contributor provides its Contributions) on an "AS IS" BASIS, WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, either express or implied, including, without limitation, any warranties or conditions of TITLE, NON-INFRINGEMENT, MERCHANTABILITY, or FITNESS FOR A PARTICULAR PURPOSE. You are solely responsible for determining the appropriateness of using or redistributing the Work and assume any risks associated with Your exercise of permissions under this License. 8. Limitation of Liability. In no event and under no legal theory, whether in tort (including negligence), contract, or otherwise, unless required by applicable law (such as deliberate and grossly negligent acts) or agreed to in writing, shall any Contributor be liable to You for damages, including any direct, indirect, special, incidental, or consequential damages of any character arising as a result of this License or out of the use or inability to use the Work (including but not limited to damages for loss of goodwill, work stoppage, computer failure or malfunction, or any and all other commercial damages or losses), even if such Contributor has been advised of the possibility of such damages. 9. Accepting Warranty or Additional Liability. While redistributing the Work or Derivative Works thereof, You may choose to offer, and charge a fee for, acceptance of support, warranty, indemnity, or

other liability obligations and/or rights consistent with this License. However, in accepting such obligations, You may act only on Your own behalf and on Your sole responsibility, not on behalf of any other Contributor, and only if You agree to indemnify, defend, and hold each Contributor harmless for any liability incurred by, or claims asserted against, such Contributor by reason of your accepting any such warranty or additional liability.

CDDL + GPL2 License with Sun Exception CDDL +GPL2 with Sun Exception COMMON DEVELOPMENT AND DISTRIBUTION LICENSE (CDDL) Version 1.0 • 1. Definitions. o 1.1. “Contributor” means each individual or entity that creates or contributes to the creation of Modifications. o 1.2. “Contributor Version” means the combination of the Original Software, prior Modifications used by a Contributor (if any), and the Modifications made by that particular Contributor. o 1.3. “Covered Software” means (a) the Original Software, or (b) Modifications, or (c) the combination of files containing Original Software with files containing Modifications, in each case including portions thereof. o 1.4. “Executable” means the Covered Software in any form other than Source Code. o 1.5. “Initial Developer” means the individual or entity that first makes Original Software available under this License. o 1.6. “Larger Work” means a work which combines Covered Software or portions thereof with code not governed by the terms of this License. o 1.7. “License” means this document. o 1.8. “Licensable” means having the right to grant, to the maximum extent possible, whether at the time of the initial grant or subsequently acquired, any and all of the rights conveyed herein. o 1.9. “Modifications” means the Source Code and Executable form of any of the following: ? A. Any file that results from an addition to, deletion from or modification of the contents of a file containing Original Software or previous Modifications; ? B. Any new file that contains any part of the Original Software or previous Modification; or ? C. Any new file that is contributed or otherwise made available under the terms of this License. o 1.10. “Original Software” means the Source Code and Executable form of computer software code that is originally released under this License. o 1.11. “Patent Claims” means any patent claim(s), now owned or hereafter acquired, including without limitation, method, process, and apparatus claims, in any patent Licensable by grantor. o 1.12. “Source Code” means (a) the common form of computer software code in which modifications are made and (b) associated documentation included in or with such code. o 1.13. “You” (or “Your”) means an individual or a legal entity exercising rights under, and complying with all of the terms of, this License. For legal entities, “You” includes any entity which controls, is controlled by, or is under common control with You. For purposes of this definition, “control” means (a) the power, direct or indirect, to cause the direction or management of such entity, whether by contract or otherwise, or (b) ownership of more than fifty percent (50%) of the outstanding shares or beneficial ownership of such entity. • 2. License Grants. o 2.1. The Initial Developer Grant. Conditioned upon Your compliance with Section 3.1 below and subject to third party intellectual property claims, the Initial Developer hereby grants You a world-wide, royalty-free, non-exclusive license: ? (a) under intellectual property rights (other than patent or trademark) Licensable by Initial Developer, to use, reproduce, modify, display, perform, sublicense and distribute the Original Software (or portions thereof), with or without Modifications, and/or as part of a Larger Work; and ? (b) under Patent Claims infringed by the making, using or selling of Original Software, to make, have made, use, practice, sell, and offer for sale, and/or otherwise dispose of the Original Software (or portions thereof). ? (c) The licenses granted in Sections 2.1(a) and (b) are effective on the date Initial Developer first distributes or otherwise makes the Original Software available to a third party under the terms of this License. ? (d) Notwithstanding Section 2.1(b) above, no patent license is granted: (1) for code that You delete from the Original Software, or (2) for infringements caused by: (i) the modification of the Original Software, or (ii) the combination of the Original Software with other software or devices. o 2.2. Contributor Grant. Conditioned upon Your compliance with Section 3.1 below and subject to third party intellectual property claims, each Contributor hereby grants You a world-wide, royalty-free, non-exclusive license: ? (a) under intellectual property rights (other than patent or trademark) Licensable by Contributor to use, reproduce, modify, display, perform, sublicense and distribute the Modifications created by such Contributor (or portions thereof), either on an unmodified basis, with other Modifications, as Covered Software and/or as part of a Larger Work; and ? (b) under Patent Claims infringed by the making, using, or selling of Modifications made by that Contributor either alone and/or in combination with its Contributor Version (or portions of such combination), to make, use, sell, offer for sale, have made, and/or otherwise dispose of: (1) Modifications made by that Contributor (or portions thereof); and (2) the combination of Modifications made by that Contributor with its Contributor Version (or portions of such combination). ? (c) The licenses granted in Sections 2.2(a) and 2.2(b) are effective on the date Contributor first distributes or otherwise makes the Modifications available to a third party. ? (d) Notwithstanding Section 2.2(b) above, no patent license is granted: (1) for any code that Contributor has deleted from the Contributor Version; (2) for infringements caused by: (i) third party modifications of Contributor Version, or (ii) the combination of Modifications made by that Contributor with other software (except as part of the Contributor Version) or other devices; or (3) under Patent Claims infringed by Covered Software in the absence of Modifications made by that Contributor. • 3. Distribution Obligations. o 3.1. Availability of Source Code. Any Covered Software that You distribute or otherwise make available in Executable form must also be made available in Source Code form and that Source Code form must be distributed only under the terms of this License. You must include a copy of this License with every copy of the Source Code form of the Covered Software You distribute or otherwise make available. You must inform recipients of any such Covered Software in Executable form as to how they can obtain such Covered Software in Source Code form in a reasonable manner on or through a medium customarily used for software exchange. o 3.2. Modifications. The Modifications that You create or to which You contribute are governed by the terms of this License. You represent that You believe Your Modifications are Your original creation(s) and/or You have sufficient rights to grant the rights conveyed by this License. o 3.3. Required Notices. You must include a notice in each of Your Modifications that identifies You as the Contributor of the Modification. You may not remove or alter any copyright, patent or trademark notices contained within the Covered Software, or any notices of licensing or any descriptive text giving attribution to any Contributor or the Initial Developer. o 3.4. Application of Additional Terms. You may not offer or impose any terms on any Covered Software in Source Code form that alters or restricts the applicable version of this License or the recipients’ rights hereunder. You may choose to offer, and to charge a fee for, warranty, support, indemnity or liability obligations to one or more recipients of Covered Software. However, you may do so only on Your own behalf, and not on behalf of the Initial Developer or any Contributor. You must make it absolutely clear that any such warranty, support, indemnity or liability obligation is offered by You alone, and You hereby agree to indemnify the Initial Developer and every Contributor for any liability incurred by the Initial Developer or such Contributor as a result of warranty, support, indemnity or liability terms You offer. o 3.5. Distribution of Executable Versions. You may distribute the Executable form of the Covered Software under the terms of this License or under the terms of a license of Your choice, which may contain terms

different from this License, provided that You are in compliance with the terms of this License and that the license for the Executable form does not attempt to limit or alter the recipient’s rights in the Source Code form from the rights set forth in this License. If You distribute the Covered Software in Executable form under a different license, You must make it absolutely clear that any terms which differ from this License are offered by You alone, not by the Initial Developer or Contributor. You hereby agree to indemnify the Initial Developer and every Contributor for any liability incurred by the Initial Developer or such Contributor as a result of any such terms You offer. o 3.6. Larger Works. You may create a Larger Work by combining Covered Software with other code not governed by the terms of this License and distribute the Larger Work as a single product. In such a case, You must make sure the requirements of this License are fulfilled for the Covered Software. • 4. Versions of the License. o 4.1. New Versions. Sun Microsystems, Inc. is the initial license steward and may publish revised and/or new versions of this License from time to time. Each version will be given a distinguishing version number. Except as provided in Section 4.3, no one other than the license steward has the right to modify this License. o 4.2. Effect of New Versions. You may always continue to use, distribute or otherwise make the Covered Software available under the terms of the version of the License under which You originally received the Covered Software. If the Initial Developer includes a notice in the Original Software prohibiting it from being distributed or otherwise made available under any subsequent version of the License, You must distribute and make the Covered Software available under the terms of the version of the License under which You originally received the Covered Software. Otherwise, You may also choose to use, distribute or otherwise make the Covered Software available under the terms of any subsequent version of the License published by the license steward. o 4.3. Modified Versions. When You are an Initial Developer and You want to create a new license for Your Original Software, You may create and use a modified version of this License if You: (a) rename the license and remove any references to the name of the license steward (except to note that the license differs from this License); and (b) otherwise make it clear that the license contains terms which differ from this License. • 5. DISCLAIMER OF WARRANTY. COVERED SOFTWARE IS PROVIDED UNDER THIS LICENSE ON AN “AS IS” BASIS, WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, WARRANTIES THAT THE COVERED SOFTWARE IS FREE OF DEFECTS, MERCHANTABLE, FIT FOR A PARTICULAR PURPOSE OR NON-INFRINGING. THE ENTIRE RISK AS TO THE QUALITY AND PERFORMANCE OF THE COVERED SOFTWARE IS WITH YOU. SHOULD ANY COVERED SOFTWARE PROVE DEFECTIVE IN ANY RESPECT, YOU (NOT THE INITIAL DEVELOPER OR ANY OTHER CONTRIBUTOR) ASSUME THE COST OF ANY NECESSARY SERVICING, REPAIR OR CORRECTION. THIS DISCLAIMER OF WARRANTY CONSTITUTES AN ESSENTIAL PART OF THIS LICENSE. NO USE OF ANY COVERED SOFTWARE IS AUTHORIZED HEREUNDER EXCEPT UNDER THIS DISCLAIMER. • 6. TERMINATION. o 6.1. This License and the rights granted hereunder will terminate automatically if You fail to comply with terms herein and fail to cure such breach within 30 days of becoming aware of the breach. Provisions which, by their nature, must remain in effect beyond the termination of this License shall survive. o 6.2. If You assert a patent infringement claim (excluding declaratory judgment actions) against Initial Developer or a Contributor (the Initial Developer or Contributor against whom You assert such claim is referred to as “Participant”) alleging that the Participant Software (meaning the Contributor Version where the Participant is a Contributor or the Original Software where the Participant is the Initial Developer) directly or indirectly infringes any patent, then any and all rights granted directly or indirectly to You by such Participant, the Initial Developer (if the Initial Developer is not the Participant) and all Contributors under Sections 2.1 and/or 2.2 of this License shall, upon 60 days notice from Participant terminate prospectively and automatically at the expiration of such 60 day notice period, unless if within such 60 day period You withdraw Your claim with respect to the Participant Software against such Participant either unilaterally or pursuant to a written agreement with Participant. o 6.3. In the event of termination under Sections 6.1 or 6.2 above, all end user licenses that have been validly granted by You or any distributor hereunder prior to termination (excluding licenses granted to You by any distributor) shall survive termination. • 7. LIMITATION OF LIABILITY. UNDER NO CIRCUMSTANCES AND UNDER NO LEGAL THEORY, WHETHER TORT (INCLUDING NEGLIGENCE), CONTRACT, OR OTHERWISE, SHALL YOU, THE INITIAL DEVELOPER, ANY OTHER CONTRIBUTOR, OR ANY DISTRIBUTOR OF COVERED SOFTWARE, OR ANY SUPPLIER OF ANY OF SUCH PARTIES, BE LIABLE TO ANY PERSON FOR ANY INDIRECT, SPECIAL, INCIDENTAL, OR CONSEQUENTIAL DAMAGES OF ANY CHARACTER INCLUDING, WITHOUT LIMITATION, DAMAGES FOR LOST PROFITS, LOSS OF GOODWILL, WORK STOPPAGE, COMPUTER FAILURE OR MALFUNCTION, OR ANY AND ALL OTHER COMMERCIAL DAMAGES OR LOSSES, EVEN IF SUCH PARTY SHALL HAVE BEEN INFORMED OF THE POSSIBILITY OF SUCH DAMAGES. THIS LIMITATION OF LIABILITY SHALL NOT APPLY TO LIABILITY FOR DEATH OR PERSONAL INJURY RESULTING FROM SUCH PARTY’S NEGLIGENCE TO THE EXTENT APPLICABLE LAW PROHIBITS SUCH LIMITATION. SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THIS EXCLUSION AND LIMITATION MAY NOT APPLY TO YOU. • 8. U.S. GOVERNMENT END USERS. The Covered Software is a “commercial item,” as that term is defined in 48 C.F.R. 2.101 (Oct. 1995), consisting of “commercial computer software” (as that term is defined at 48 C.F.R. § 252.227-7014(a)(1)) and “commercial computer software documentation” as such terms are used in 48 C.F.R. 12.212 (Sept. 1995). Consistent with 48 C.F.R. 12.212 and 48 C.F.R. 227.7202-1 through 227.7202-4 (June 1995), all U.S. Government End Users acquire Covered Software with only those rights set forth herein. This U.S. Government Rights clause is in lieu of, and supersedes, any other FAR, DFAR, or other clause or provision that addresses Government rights in computer software under this License. • 9. MISCELLANEOUS. This License represents the complete agreement concerning subject matter hereof. If any provision of this License is held to be unenforceable, such provision shall be reformed only to the extent necessary to make it enforceable. This License shall be governed by the law of the jurisdiction specified in a notice contained within the Original Software (except to the extent applicable law, if any, provides otherwise), excluding such jurisdiction’s conflict-of-law provisions. Any litigation relating to this License shall be subject to the jurisdiction of the courts located in the jurisdiction and venue specified in a notice contained within the Original Software, with the losing party responsible for costs, including, without limitation, court costs and reasonable attorneys’ fees and expenses. The application of the United Nations Convention on Contracts for the International Sale of Goods is expressly excluded. Any law or regulation which provides that the language of a contract shall be construed against the drafter shall not apply to this License. You agree that You alone are responsible for compliance with the United States export administration regulations (and the export control laws and regulation of any other countries) when You use, distribute or otherwise make available any Covered Software. • 10. RESPONSIBILITY FOR CLAIMS. As between Initial Developer and the Contributors, each party is responsible for claims and damages arising, directly or indirectly, out of its utilization of rights under this License and You agree to work with Initial Developer and Contributors to distribute such responsibility on an equitable basis. Nothing herein is intended or shall be deemed to constitute any admission of liability. • NOTICE PURSUANT TO SECTION 9 OF THE COMMON DEVELOPMENT AND DISTRIBUTION LICENSE (CDDL) The code released under the CDDL shall be governed by the laws of the State of California (excluding conflict-of-law provisions). Any litigation relating to this

License shall be subject to the jurisdiction of the Federal Courts of the Northern District of California and the state courts of the State of California, with venue lying in Santa Clara County, California. The GNU General Public License (GPL) Version 2, June 1991 Copyright (C) 1989, 1991 Free Software Foundation, Inc. 59 Temple Place, Suite 330, Boston, MA 02111-1307 USA Everyone is permitted to copy and distribute verbatim copies of this license document, but changing it is not allowed. Preamble The licenses for most software are designed to take away your freedom to share and change it. By contrast, the GNU General Public License is intended to guarantee your freedom to share and change free software--to make sure the software is free for all its users. This General Public License applies to most of the Free Software Foundation's software and to any other program whose authors commit to using it. (Some other Free Software Foundation software is covered by the GNU Library General Public License instead.) You can apply it to your programs, too. When we speak of free software, we are referring to freedom, not price. Our General Public Licenses are designed to make sure that you have the freedom to distribute copies of free software (and charge for this service if you wish), that you receive source code or can get it if you want it, that you can change the software or use pieces of it in new free programs; and that you know you can do these things. To protect your rights, we need to make restrictions that forbid anyone to deny you these rights or to ask you to surrender the rights. These restrictions translate to certain responsibilities for you if you distribute copies of the software, or if you modify it. For example, if you distribute copies of such a program, whether gratis or for a fee, you must give the recipients all the rights that you have. You must make sure that they, too, receive or can get the source code. And you must show them these terms so they know their rights. We protect your rights with two steps: (1) copyright the software, and (2) offer you this license which gives you legal permission to copy, distribute and/or modify the software. Also, for each author's protection and ours, we want to make certain that everyone understands that there is no warranty for this free software. If the software is modified by someone else and passed on, we want its recipients to know that what they have is not the original, so that any problems introduced by others will not reflect on the original authors' reputations. Finally, any free program is threatened constantly by software patents. We wish to avoid the danger that redistributors of a free program will individually obtain patent licenses, in effect making the program proprietary. To prevent this, we have made it clear that any patent must be licensed for everyone's free use or not licensed at all. The precise terms and conditions for copying, distribution and modification follow. TERMS AND CONDITIONS FOR COPYING, DISTRIBUTION AND MODIFICATION • 0. This License applies to any program or other work which contains a notice placed by the copyright holder saying it may be distributed under the terms of this General Public License. The "Program", below, refers to any such program or work, and a "work based on the Program" means either the Program or any derivative work under copyright law: that is to say, a work containing the Program or a portion of it, either verbatim or with modifications and/or translated into another language. (Hereinafter, translation is included without limitation in the term "modification".) Each licensee is addressed as "you". Activities other than copying, distribution and modification are not covered by this License; they are outside its scope. The act of running the Program is not restricted, and the output from the Program is covered only if its contents constitute a work based on the Program (independent of having been made by running the Program). Whether that is true depends on what the Program does. • 1. You may copy and distribute verbatim copies of the Program's source code as you receive it, in any medium, provided that you conspicuously and appropriately publish on each copy an appropriate copyright notice and disclaimer of warranty; keep intact all the notices that refer to this License and to the absence of any warranty; and give any other recipients of the Program a copy of this License along with the Program. You may charge a fee for the physical act of transferring a copy, and you may at your option offer warranty protection in exchange for a fee. • 2. You may modify your copy or copies of the Program or any portion of it, thus forming a work based on the Program, and copy and distribute such modifications or work under the terms of Section 1 above, provided that you also meet all of these conditions: o a) You must cause the modified files to carry prominent notices stating that you changed the files and the date of any change. o b) You must cause any work that you distribute or publish, that in whole or in part contains or is derived from the Program or any part thereof, to be licensed as a whole at no charge to all third parties under the terms of this License. o c) If the modified program normally reads commands interactively when run, you must cause it, when started running for such interactive use in the most ordinary way, to print or display an announcement including an appropriate copyright notice and a notice that there is no warranty (or else, saying that you provide a warranty) and that users may redistribute the program under these conditions, and telling the user how to view a copy of this License. (Exception: if the Program itself is interactive but does not normally print such an announcement, your work based on the Program is not required to print an announcement.) These requirements apply to the modified work as a whole. If identifiable sections of that work are not derived from the Program, and can be reasonably considered independent and separate works in themselves, then this License, and its terms, do not apply to those sections when you distribute them as separate works. But when you distribute the same sections as part of a whole which is a work based on the Program, the distribution of the whole must be on the terms of this License, whose permissions for other licensees extend to the entire whole, and thus to each and every part regardless of who wrote it. Thus, it is not the intent of this section to claim rights or contest your rights to work written entirely by you; rather, the intent is to exercise the right to control the distribution of derivative or collective works based on the Program. In addition, mere aggregation of another work not based on the Program with the Program (or with a work based on the Program) on a volume of a storage or distribution medium does not bring the other work under the scope of this License. • 3. You may copy and distribute the Program (or a work based on it, under Section 2) in object code or executable form under the terms of Sections 1 and 2 above provided that you also do one of the following: o a) Accompany it with the complete corresponding machine-readable source code, which must be distributed under the terms of Sections 1 and 2 above on a medium customarily used for software interchange; or, o b) Accompany it with a written offer, valid for at least three years, to give any third party, for a charge no more than your cost of physically performing source distribution, a complete machine-readable copy of the corresponding source code, to be distributed under the terms of Sections 1 and 2 above on a medium customarily used for software interchange; or, o c) Accompany it with the information you received as to the offer to distribute corresponding source code. (This alternative is allowed only for noncommercial distribution and only if you received the program in object code or executable form with such an offer, in accord with Subsection b above.) The source code for a work means the preferred form of the work for making modifications to it. For an executable work, complete source code means all the source code for all modules it contains, plus any associated interface definition files, plus the scripts used to control compilation and installation of the executable. However, as a special exception, the source code distributed need not include anything that is normally distributed (in either source or binary form) with the major components (compiler, kernel, and so on) of the operating system on which the executable runs, unless that component itself accompanies the executable. If distribution of executable or object code is made by offering access to copy from a designated place, then offering equivalent access to copy the source code from the same place counts as distribution of the source code, even though third parties are not compelled to copy the source along with

the object code. • 4. You may not copy, modify, sublicense, or distribute the Program except as expressly provided under this License. Any attempt otherwise to copy, modify, sublicense or distribute the Program is void, and will automatically terminate your rights under this License. However, parties who have received copies, or rights, from you under this License will not have their licenses terminated so long as such parties remain in full compliance. • 5. You are not required to accept this License, since you have not signed it. However, nothing else grants you permission to modify or distribute the Program or its derivative works. These actions are prohibited by law if you do not accept this License. Therefore, by modifying or distributing the Program (or any work based on the Program), you indicate your acceptance of this License to do so, and all its terms and conditions for copying, distributing or modifying the Program or works based on it. • 6. Each time you redistribute the Program (or any work based on the Program), the recipient automatically receives a license from the original licensor to copy, distribute or modify the Program subject to these terms and conditions. You may not impose any further restrictions on the recipients' exercise of the rights granted herein. You are not responsible for enforcing compliance by third parties to this License. • 7. If, as a consequence of a court judgment or allegation of patent infringement or for any other reason (not limited to patent issues), conditions are imposed on you (whether by court order, agreement or otherwise) that contradict the conditions of this License, they do not excuse you from the conditions of this License. If you cannot distribute so as to satisfy simultaneously your obligations under this License and any other pertinent obligations, then as a consequence you may not distribute the Program at all. For example, if a patent license would not permit royalty-free redistribution of the Program by all those who receive copies directly or indirectly through you, then the only way you could satisfy both it and this License would be to refrain entirely from distribution of the Program. If any portion of this section is held invalid or unenforceable under any particular circumstance, the balance of the section is intended to apply and the section as a whole is intended to apply in other circumstances. It is not the purpose of this section to induce you to infringe any patents or other property right claims or to contest validity of any such claims; this section has the sole purpose of protecting the integrity of the free software distribution system, which is implemented by public license practices. Many people have made generous contributions to the wide range of software distributed through that system in reliance on consistent application of that system; it is up to the author/donor to decide if he or she is willing to distribute software through any other system and a licensee cannot impose that choice. This section is intended to make thoroughly clear what is believed to be a consequence of the rest of this License. • 8. If the distribution and/or use of the Program is restricted in certain countries either by patents or by copyrighted interfaces, the original copyright holder who places the Program under this License may add an explicit geographical distribution limitation excluding those countries, so that distribution is permitted only in or among countries not thus excluded. In such case, this License incorporates the limitation as if written in the body of this License. • 9. The Free Software Foundation may publish revised and/or new versions of the General Public License from time to time. Such new versions will be similar in spirit to the present version, but may differ in detail to address new problems or concerns. Each version is given a distinguishing version number. If the Program specifies a version number of this License which applies to it and "any later version", you have the option of following the terms and conditions either of that version or of any later version published by the Free Software Foundation. If the Program does not specify a version number of this License, you may choose any version ever published by the Free Software Foundation. • 10. If you wish to incorporate parts of the Program into other free programs whose distribution conditions are different, write to the author to ask for permission. For software which is copyrighted by the Free Software Foundation, write to the Free Software Foundation; we sometimes make exceptions for this. Our decision will be guided by the two goals of preserving the free status of all derivatives of our free software and of promoting the sharing and reuse of software generally. • NO WARRANTY • 11. BECAUSE THE PROGRAM IS LICENSED FREE OF CHARGE, THERE IS NO WARRANTY FOR THE PROGRAM, TO THE EXTENT PERMITTED BY APPLICABLE LAW. EXCEPT WHEN OTHERWISE STATED IN WRITING THE COPYRIGHT HOLDERS AND/OR OTHER PARTIES PROVIDE THE PROGRAM "AS IS" WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESSED OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. THE ENTIRE RISK AS TO THE QUALITY AND PERFORMANCE OF THE PROGRAM IS WITH YOU. SHOULD THE PROGRAM PROVE DEFECTIVE, YOU ASSUME THE COST OF ALL NECESSARY SERVICING, REPAIR OR CORRECTION. • 12. IN NO EVENT UNLESS REQUIRED BY APPLICABLE LAW OR AGREED TO IN WRITING WILL ANY COPYRIGHT HOLDER, OR ANY OTHER PARTY WHO MAY MODIFY AND/OR REDISTRIBUTE THE PROGRAM AS PERMITTED ABOVE, BE LIABLE TO YOU FOR DAMAGES, INCLUDING ANY GENERAL, SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES ARISING OUT OF THE USE OR INABILITY TO USE THE PROGRAM (INCLUDING BUT NOT LIMITED TO LOSS OF DATA OR DATA BEING RENDERED INACCURATE OR LOSSES SUSTAINED BY YOU OR THIRD PARTIES OR A FAILURE OF THE PROGRAM TO OPERATE WITH ANY OTHER PROGRAMS), EVEN IF SUCH HOLDER OR OTHER PARTY HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. • END OF TERMS AND CONDITIONS • How to Apply These Terms to Your New Programs If you develop a new program, and you want it to be of the greatest possible use to the public, the best way to achieve this is to make it free software which everyone can redistribute and change under these terms. To do so, attach the following notices to the program. It is safest to attach them to the start of each source file to most effectively convey the exclusion of warranty; and each file should have at least the "copyright" line and a pointer to where the full notice is found. o One line to give the program's name and a brief idea of what it does. o Copyright (C) o This program is free software; you can redistribute it and/or modify it under the terms of the GNU General Public License as published by the Free Software Foundation; either version 2 of the License, or (at your option) any later version. o This program is distributed in the hope that it will be useful, but WITHOUT ANY WARRANTY; without even the implied warranty of MERCHANTABILITY or FITN

DevelopMentor License /* * JAWIN License The DevelopMentor OpenSource Software License Version 0.9 * Copyright (c) 2001 DevelopMentor. All rights reserved. * * The official URL for this license is * http://staff.develop.com/halloway/DMOpenSourceLicense.txt * * Redistribution and use in source and binary forms, with or without * modification, are permitted provided that the following conditions * are met: * * 1. Redistributions of source code must retain the above copyright * notice, this list of conditions and the following disclaimer. * * 2. Redistributions in binary form must reproduce the above copyright * notice, this list of conditions and the following disclaimer in * the documentation and/or other materials provided with the * distribution. * * 3. The end-user documentation included with the redistribution, if * any, must include the following acknowlegement: * "This product includes software developed by the DevelopMentor * OpenSource Project (http://www.develop.com/OpenSource)." * Alternately, this acknowlegement may appear in the software itself, * if and wherever such third-party acknowlegements normally appear. * * 4. The name "DevelopMentor" may not be used to name, endorse, or promote * products derived from this software without prior written permission. * For written

permission, please contact [email protected]. * * THIS SOFTWARE IS PROVIDED ``AS IS'' AND ANY EXPRESSED OR IMPLIED * WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES * OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE * DISCLAIMED. IN NO EVENT SHALL DEVELOPMENTOR OPENSOURCE OR ITS * ITS CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, * SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT * LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF * USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND * ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, * OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT * OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF * SUCH DAMAGE. * */ Jawin includes Konstantin Boukreevs C++ Exception Handling classes (http://www.codeproject.com/cpp/exception.asp). See the file LICENSE-CPP-Exception.txt for license and copyright details. The Jawin Type Browser includes software developed by the Apache Software Foundation (http://www.apache.org/), specifically Xerces and Xalan. See the file LICENSE-Apache.txt for license and copyright details. The SOURCE distribution of Jawin includes JUnit (http://www.junit.org). See the file LICENSE-JUnit.txt for license and copyright details.

Zlib License Third-Party Product Terms The following terms apply to third-party products that are included with or in a BMC Software product as described in the BMC Software, Inc., License Agreement that is applicable to the BMC Software product. ZLib License Copyright (C) 1995-2004 Jean-loup Gailly and Mark Adler This software is provided 'as-is', without any express or implied warranty. In no event will the authors be held liable for any damages arising from the use of this software. Permission is granted to anyone to use this software for any purpose, including commercial applications, and to alter it and redistribute it freely, subject to the following restrictions: 1. The origin of this software must not be misrepresented; you must not claim that you wrote the original software. If you use this software in a product, an acknowledgment in the product documentation would be appreciated but is not required. 2. Altered source versions must be plainly marked as such, and must not be misrepresented as being the original software. 3. This notice may not be removed or altered from any source distribution. Jean-loup Gailly [email protected] Mark Adler [email protected]

Mozilla Public License v1.1 MOZILLA PUBLIC LICENSE Version 1.1 --------------- 1. Definitions. 1.0.1. "Commercial Use" means distribution or otherwise making the Covered Code available to a 3rd party. 1.1. "Contributor" means each entity that creates or contributes to the creation of Modifications. 1.2. "Contributor Version" means the combination of the Original Code, prior Modifications used by a Contributor, and the Modifications made by that particular Contributor. 1.3. "Covered Code" means the Original Code or Modifications or the combination of the Original Code and Modifications, in each case including portions thereof. 1.4. "Electronic Distribution Mechanism" means a mechanism generally accepted in the software development community for the electronic transfer of data. 1.5. "Executable" means Covered Code in any form other than Source Code. 1.6. "Initial Developer" means the individual or entity identified as the Initial Developer in the Source Code notice required by Exhibit A. 1.7. "Larger Work" means a work which combines Covered Code or portions thereof with code not governed by the terms of this License. 1.8. "License" means this document. 1.8.1. "Licensable" means having the right to grant, to the maximum extent possible, whether at the time of the initial grant or subsequently acquired, any and all of the rights conveyed herein. 1.9. "Modifications" means any addition to or deletion from the substance or structure of either the Original Code or any previous Modifications. When Covered Code is released as a series of files, a Modification is: A. Any addition to or deletion from the contents of a file containing Original Code or previous Modifications. B. Any new file that contains any part of the Original Code or previous Modifications. 1.10. "Original Code" means Source Code of computer software code which is described in the Source Code notice required by Exhibit A as Original Code, and which, at the time of its release under this License is not already Covered Code governed by this License. 1.10.1. "Patent Claims" means any patent claim(s), now owned or hereafter acquired, including without limitation, method, process, and apparatus claims, in any patent Licensable by grantor. 1.11. "Source Code" means the preferred form of the Covered Code for making modifications to it, including all modules it contains, plus any associated interface definition files, scripts used to control compilation and installation of an Executable, or source code differential comparisons against either the Original Code or another well known, available Covered Code of the Contributor's choice. The Source Code can be in a compressed or archival form, provided the appropriate decompression or de-archiving software is widely available for no charge. 1.12. "You" (or "Your") means an individual or a legal entity exercising rights under, and complying with all of the terms of, this License or a future version of this License issued under Section 6.1. For legal entities, "You" includes any entity which controls, is controlled by, or is under common control with You. For purposes of this definition, "control" means (a) the power, direct or indirect, to cause the direction or management of such entity, whether by contract or otherwise, or (b) ownership of more than fifty percent (50%) of the outstanding shares or beneficial ownership of such entity. 2. Source Code License. 2.1. The Initial Developer Grant. The Initial Developer hereby grants You a world-wide, royalty-free, non-exclusive license, subject to third party intellectual property claims: (a) under intellectual property rights (other than patent or trademark) Licensable by Initial Developer to use, reproduce, modify, display, perform, sublicense and distribute the Original Code (or portions thereof) with or without Modifications, and/or as part of a Larger Work; and (b) under Patents Claims infringed by the making, using or selling of Original Code, to make, have made, use, practice, sell, and offer for sale, and/or otherwise dispose of the Original Code (or portions thereof). (c) the licenses granted in this Section 2.1(a) and (b) are effective on the date Initial Developer first distributes Original Code under the terms of this License. (d) Notwithstanding Section 2.1(b) above, no patent license is granted: 1) for code that You delete from the Original Code; 2) separate from the Original Code; or 3) for infringements caused by: i) the modification of the Original Code or ii) the combination of the Original Code with other software or devices. 2.2. Contributor Grant. Subject to third party intellectual property claims, each Contributor hereby grants You a world-wide, royalty-free, non-exclusive license (a) under intellectual property rights (other than patent or trademark) Licensable by Contributor, to use, reproduce, modify, display, perform, sublicense and distribute the Modifications created by such Contributor (or portions thereof) either on an unmodified basis, with other Modifications, as Covered Code and/or as part of a Larger Work; and (b) under Patent Claims infringed by the making, using, or selling of Modifications made by that Contributor either alone and/or in combination with its Contributor Version (or portions of such combination), to make, use, sell, offer for sale, have made, and/or otherwise dispose of: 1) Modifications made by that Contributor (or portions thereof); and 2) the combination

of Modifications made by that Contributor with its Contributor Version (or portions of such combination). (c) the licenses granted in Sections 2.2(a) and 2.2(b) are effective on the date Contributor first makes Commercial Use of the Covered Code. (d) Notwithstanding Section 2.2(b) above, no patent license is granted: 1) for any code that Contributor has deleted from the Contributor Version; 2) separate from the Contributor Version; 3) for infringements caused by: i) third party modifications of Contributor Version or ii) the combination of Modifications made by that Contributor with other software (except as part of the Contributor Version) or other devices; or 4) under Patent Claims infringed by Covered Code in the absence of Modifications made by that Contributor. 3. Distribution Obligations. 3.1. Application of License. The Modifications which You create or to which You contribute are governed by the terms of this License, including without limitation Section 2.2. The Source Code version of Covered Code may be distributed only under the terms of this License or a future version of this License released under Section 6.1, and You must include a copy of this License with every copy of the Source Code You distribute. You may not offer or impose any terms on any Source Code version that alters or restricts the applicable version of this License or the recipients' rights hereunder. However, You may include an additional document offering the additional rights described in Section 3.5. 3.2. Availability of Source Code. Any Modification which You create or to which You contribute must be made available in Source Code form under the terms of this License either on the same media as an Executable version or via an accepted Electronic Distribution Mechanism to anyone to whom you made an Executable version available; and if made available via Electronic Distribution Mechanism, must remain available for at least twelve (12) months after the date it initially became available, or at least six (6) months after a subsequent version of that particular Modification has been made available to such recipients. You are responsible for ensuring that the Source Code version remains available even if the Electronic Distribution Mechanism is maintained by a third party. 3.3. Description of Modifications. You must cause all Covered Code to which You contribute to contain a file documenting the changes You made to create that Covered Code and the date of any change. You must include a prominent statement that the Modification is derived, directly or indirectly, from Original Code provided by the Initial Developer and including the name of the Initial Developer in (a) the Source Code, and (b) in any notice in an Executable version or related documentation in which You describe the origin or ownership of the Covered Code. 3.4. Intellectual Property Matters (a) Third Party Claims. If Contributor has knowledge that a license under a third party's intellectual property rights is required to exercise the rights granted by such Contributor under Sections 2.1 or 2.2, Contributor must include a text file with the Source Code distribution titled "LEGAL" which describes the claim and the party making the claim in sufficient detail that a recipient will know whom to contact. If Contributor obtains such knowledge after the Modification is made available as described in Section 3.2, Contributor shall promptly modify the LEGAL file in all copies Contributor makes available thereafter and shall take other steps (such as notifying appropriate mailing lists or newsgroups) reasonably calculated to inform those who received the Covered Code that new knowledge has been obtained. (b) Contributor APIs. If Contributor's Modifications include an application programming interface and Contributor has knowledge of patent licenses which are reasonably necessary to implement that API, Contributor must also include this information in the LEGAL file. (c) Representations. Contributor represents that, except as disclosed pursuant to Section 3.4(a) above, Contributor believes that Contributor's Modifications are Contributor's original creation(s) and/or Contributor has sufficient rights to grant the rights conveyed by this License. 3.5. Required Notices. You must duplicate the notice in Exhibit A in each file of the Source Code. If it is not possible to put such notice in a particular Source Code file due to its structure, then You must include such notice in a location (such as a relevant directory) where a user would be likely to look for such a notice. If You created one or more Modification(s) You may add your name as a Contributor to the notice described in Exhibit A. You must also duplicate this License in any documentation for the Source Code where You describe recipients' rights or ownership rights relating to Covered Code. You may choose to offer, and to charge a fee for, warranty, support, indemnity or liability obligations to one or more recipients of Covered Code. However, You may do so only on Your own behalf, and not on behalf of the Initial Developer or any Contributor. You must make it absolutely clear than any such warranty, support, indemnity or liability obligation is offered by You alone, and You hereby agree to indemnify the Initial Developer and every Contributor for any liability incurred by the Initial Developer or such Contributor as a result of warranty, support, indemnity or liability terms You offer. 3.6. Distribution of Executable Versions. You may distribute Covered Code in Executable form only if the requirements of Section 3.1-3.5 have been met for that Covered Code, and if You include a notice stating that the Source Code version of the Covered Code is available under the terms of this License, including a description of how and where You have fulfilled the obligations of Section 3.2. The notice must be conspicuously included in any notice in an Executable version, related documentation or collateral in which You describe recipients' rights relating to the Covered Code. You may distribute the Executable version of Covered Code or ownership rights under a license of Your choice, which may contain terms different from this License, provided that You are in compliance with the terms of this License and that the license for the Executable version does not attempt to limit or alter the recipient's rights in the Source Code version from the rights set forth in this License. If You distribute the Executable version under a different license You must make it absolutely clear that any terms which differ from this License are offered by You alone, not by the Initial Developer or any Contributor. You hereby agree to indemnify the Initial Developer and every Contributor for any liability incurred by the Initial Developer or such Contributor as a result of any such terms You offer. 3.7. Larger Works. You may create a Larger Work by combining Covered Code with other code not governed by the terms of this License and distribute the Larger Work as a single product. In such a case, You must make sure the requirements of this License are fulfilled for the Covered Code. 4. Inability to Comply Due to Statute or Regulation. If it is impossible for You to comply with any of the terms of this License with respect to some or all of the Covered Code due to statute, judicial order, or regulation then You must: (a) comply with the terms of this License to the maximum extent possible; and (b) describe the limitations and the code they affect. Such description must be included in the LEGAL file described in Section 3.4 and must be included with all distributions of the Source Code. Except to the extent prohibited by statute or regulation, such description must be sufficiently detailed for a recipient of ordinary skill to be able to understand it. 5. Application of this License. This License applies to code to which the Initial Developer has attached the notice in Exhibit A and to related Covered Code. 6. Versions of the License. 6.1. New Versions. Netscape Communications Corporation ("Netscape") may publish revised and/or new versions of the License from time to time. Each version will be given a distinguishing version number. 6.2. Effect of New Versions. Once Covered Code has been published under a particular version of the License, You may always continue to use it under the terms of that version. You may also choose to use such Covered Code under the terms of any subsequent version of the License published by Netscape. No one other than Netscape has the right to modify the terms applicable to Covered Code created under this License. 6.3. Derivative Works. If You create or use a modified version of this License (which you may only do in order to apply it to code which is not already Covered Code governed by this License), You must (a) rename Your license so that the phrases "Mozilla", "MOZILLAPL", "MOZPL", "Netscape", "MPL", "NPL" or any confusingly similar phrase do not appear in your license (except to note that your license differs from this License) and (b) otherwise make it clear that Your version of the license contains terms which differ from the Mozilla Public License and Netscape Public License. (Filling in the name of the Initial

Developer, Original Code or Contributor in the notice described in Exhibit A shall not of themselves be deemed to be modifications of this License.) 7. DISCLAIMER OF WARRANTY. COVERED CODE IS PROVIDED UNDER THIS LICENSE ON AN "AS IS" BASIS, WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, WARRANTIES THAT THE COVERED CODE IS FREE OF DEFECTS, MERCHANTABLE, FIT FOR A PARTICULAR PURPOSE OR NON-INFRINGING. THE ENTIRE RISK AS TO THE QUALITY AND PERFORMANCE OF THE COVERED CODE IS WITH YOU. SHOULD ANY COVERED CODE PROVE DEFECTIVE IN ANY RESPECT, YOU (NOT THE INITIAL DEVELOPER OR ANY OTHER CONTRIBUTOR) ASSUME THE COST OF ANY NECESSARY SERVICING, REPAIR OR CORRECTION. THIS DISCLAIMER OF WARRANTY CONSTITUTES AN ESSENTIAL PART OF THIS LICENSE. NO USE OF ANY COVERED CODE IS AUTHORIZED HEREUNDER EXCEPT UNDER THIS DISCLAIMER. 8. TERMINATION. 8.1. This License and the rights granted hereunder will terminate automatically if You fail to comply with terms herein and fail to cure such breach within 30 days of becoming aware of the breach. All sublicenses to the Covered Code which are properly granted shall survive any termination of this License. Provisions which, by their nature, must remain in effect beyond the termination of this License shall survive. 8.2. If You initiate litigation by asserting a patent infringement claim (excluding declatory judgment actions) against Initial Developer or a Contributor (the Initial Developer or Contributor against whom You file such action is referred to as "Participant") alleging that: (a) such Participant's Contributor Version directly or indirectly infringes any patent, then any and all rights granted by such Participant to You under Sections 2.1 and/or 2.2 of this License shall, upon 60 days notice from Participant terminate prospectively, unless if within 60 days after receipt of notice You either: (i) agree in writing to pay Participant a mutually agreeable reasonable royalty for Your past and future use of Modifications made by such Participant, or (ii) withdraw Your litigation claim with respect to the Contributor Version against such Participant. If within 60 days of notice, a reasonable royalty and payment arrangement are not mutually agreed upon in writing by the parties or the litigation claim is not withdrawn, the rights granted by Participant to You under Sections 2.1 and/or 2.2 automatically terminate at the expiration of the 60 day notice period specified above. (b) any software, hardware, or device, other than such Participant's Contributor Version, directly or indirectly infringes any patent, then any rights granted to You by such Participant under Sections 2.1(b) and 2.2(b) are revoked effective as of the date You first made, used, sold, distributed, or had made, Modifications made by that Participant. 8.3. If You assert a patent infringement claim against Participant alleging that such Participant's Contributor Version directly or indirectly infringes any patent where such claim is resolved (such as by license or settlement) prior to the initiation of patent infringement litigation, then the reasonable value of the licenses granted by such Participant under Sections 2.1 or 2.2 shall be taken into account in determining the amount or value of any payment or license. 8.4. In the event of termination under Sections 8.1 or 8.2 above, all end user license agreements (excluding distributors and resellers) which have been validly granted by You or any distributor hereunder prior to termination shall survive termination. 9. LIMITATION OF LIABILITY. UNDER NO CIRCUMSTANCES AND UNDER NO LEGAL THEORY, WHETHER TORT (INCLUDING NEGLIGENCE), CONTRACT, OR OTHERWISE, SHALL YOU, THE INITIAL DEVELOPER, ANY OTHER CONTRIBUTOR, OR ANY DISTRIBUTOR OF COVERED CODE, OR ANY SUPPLIER OF ANY OF SUCH PARTIES, BE LIABLE TO ANY PERSON FOR ANY INDIRECT, SPECIAL, INCIDENTAL, OR CONSEQUENTIAL DAMAGES OF ANY CHARACTER INCLUDING, WITHOUT LIMITATION, DAMAGES FOR LOSS OF GOODWILL, WORK STOPPAGE, COMPUTER FAILURE OR MALFUNCTION, OR ANY AND ALL OTHER COMMERCIAL DAMAGES OR LOSSES, EVEN IF SUCH PARTY SHALL HAVE BEEN INFORMED OF THE POSSIBILITY OF SUCH DAMAGES. THIS LIMITATION OF LIABILITY SHALL NOT APPLY TO LIABILITY FOR DEATH OR PERSONAL INJURY RESULTING FROM SUCH PARTY'S NEGLIGENCE TO THE EXTENT APPLICABLE LAW PROHIBITS SUCH LIMITATION. SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THIS EXCLUSION AND LIMITATION MAY NOT APPLY TO YOU. 10. U.S. GOVERNMENT END USERS. The Covered Code is a "commercial item," as that term is defined in 48 C.F.R. 2.101 (Oct. 1995), consisting of "commercial computer software" and "commercial computer software documentation," as such terms are used in 48 C.F.R. 12.212 (Sept. 1995). Consistent with 48 C.F.R. 12.212 and 48 C.F.R. 227.7202-1 through 227.7202-4 (June 1995), all U.S. Government End Users acquire Covered Code with only those rights set forth herein. 11. MISCELLANEOUS. This License represents the complete agreement concerning subject matter hereof. If any provision of this License is held to be unenforceable, such provision shall be reformed only to the extent necessary to make it enforceable. This License shall be governed by California law provisions (except to the extent applicable law, if any, provides otherwise), excluding its conflict-of-law provisions. With respect to disputes in which at least one party is a citizen of, or an entity chartered or registered to do business in the United States of America, any litigation relating to this License shall be subject to the jurisdiction of the Federal Courts of the Northern District of California, with venue lying in Santa Clara County, California, with the losing party responsible for costs, including without limitation, court costs and reasonable attorneys' fees and expenses. The application of the United Nations Convention on Contracts for the International Sale of Goods is expressly excluded. Any law or regulation which provides that the language of a contract shall be construed against the drafter shall not apply to this License. 12. RESPONSIBILITY FOR CLAIMS. As between Initial Developer and the Contributors, each party is responsible for claims and damages arising, directly or indirectly, out of its utilization of rights under this License and You agree to work with Initial Developer and Contributors to distribute such responsibility on an equitable basis. Nothing herein is intended or shall be deemed to constitute any admission of liability. 13. MULTIPLE-LICENSED CODE. Initial Developer may designate portions of the Covered Code as "Multiple-Licensed". "Multiple-Licensed" means that the Initial Developer permits you to utilize portions of the Covered Code under Your choice of the NPL or the alternative licenses, if any, specified by the Initial Developer in the file described in Exhibit A. EXHIBIT A -Mozilla Public License. ``The contents of this file are subject to the Mozilla Public License Version 1.1 (the "License"); you may not use this file except in compliance with the License. You may obtain a copy of the License at http://www.mozilla.org/MPL/ Software distributed under the License is distributed on an "AS IS" basis, WITHOUT WARRANTY OF ANY KIND, either express or implied. See the License for the specific language governing rights and limitations under the License. The Original Code is ______________________________________. The Initial Developer of the Original Code is ________________________. Portions created by ______________________ are Copyright (C) ______ _______________________. All Rights Reserved. Contributor(s): ______________________________________. Alternatively, the contents of this file may be used under the terms of the _____ license (the "[___] License"), in which case the provisions of [______] License are applicable instead of those above. If you wish to allow use of your version of this file only under the terms of the [____] License and not to allow others to use your version of this file under the MPL, indicate your decision by deleting the provisions above and replace them with the notice and other provisions required by the [___] License. If you do not delete the provisions above, a recipient may use your version of this file under either the MPL or the [___] License." [NOTE: The text of this Exhibit A may differ slightly from the text of the notices in the Source Code files of

the Original Code. You should use the text of this Exhibit A rather than the text found in the Original Code Source Code for Your Modifications.]

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Acresso License END-USER LICENSE AGREEMENT InstallAnywhere IMPORTANT-READ CAREFULLY: This End-User License Agreement ("Agreement") is a legal contract between you (either (a) an individual user or (b) a business organization ("you")) and Licensor (as designated below) for the InstallAnywhere software, including any associated media, printed materials and electronic documentation (the "Software"). By clicking on the "I ACCEPT" button, by opening the package that contains the Software, or by copying, downloading, accessing or otherwise using the Software, you agree to be bound by the terms of this Agreement and you represent that you are authorized to enter into this Agreement on behalf of your corporate entity (if applicable). If you do not wish to be bound by the terms of this Agreement, click the "I DO NOT ACCEPT" button, and do not install, access or use the Software. As used herein, for users in Japan, "Licensor" means Acresso Software GK, a Godo Kaisha organized under the laws of Japan; for users in Europe, Middle East, or Africa, "Licensor" means Acresso Software Limited, a private company limited by shares and incorporated in England and Wales with company number 6524874; for users outside of the countries listed above, "Licensor" means Acresso Software Inc., a Delaware corporation. --------------------------------------------------------------------------------EVALUATION SOFTWARE If you have received the Software for purposes of evaluation, regardless of how labeled, the use of the Software is limited to a specified period of time, as detailed in the email accompanying the download instructions (the "Evaluation Period") and all use will be governed by the terms set forth below. 1. Grant of License. Licensor grants you a limited, personal, internal use, non-exclusive, non-transferable license to use the Software solely to evaluate its suitability for your internal business requirements during the Evaluation Period. Without limiting the foregoing, you may not use the Software during the Evaluation Period to create publicly distributed computer software or for any other commercial purpose. This license may be terminated by Licensor at any time upon notice to you and will automatically terminate, without notice, upon the first to occur of the following: (a) the completion of your evaluation of the Software or (b) the expiration of the Evaluation Period. 2. Limited Use Software. Portions of the full-use version of the Software may be withheld or unusable and use of the Software may require accessing portions of the Software remotely through the Internet. Full use of the Software may be restricted by technological protections. 3. Disclaimer of Warranty. THE SOFTWARE IS PROVIDED ONLY FOR EVALUATION PURPOSES ON AN "AS IS" BASIS. LICENSOR EXPRESSLY DISCLAIMS ALL WARRANTIES, REPRESENTATIONS AND CONDITIONS INCLUDING THE IMPLIED WARRANTIES AND/OR CONDITIONS OF MERCHANTABILITY, SATISFACTORY QUALITY FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. 4. Limitation of Liability. IN NO EVENT WILL LICENSOR BE LIABLE FOR ANY DAMAGES, INCLUDING LOST PROFITS OR DATA, OR OTHER INCIDENTAL OR CONSEQUENTIAL DAMAGES, ARISING OUT OF THE USE OR INABILITY TO USE THE SOFTWARE OR ANY DATA SUPPLIED THEREWITH, EVEN IF LICENSOR HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES, OR FOR ANY CLAIM BY ANY OTHER PARTY. In no case will Licensor's liability for damages hereunder exceed fifty dollars (US $50). For Users Outside of the United States, Canada or Mexico LICENSOR

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Maintenance services will not include any releases of the Software which Licensor determines to be a separate product or for which Licensor charges its customers extra or separately. 10. Upgrades and Subscription. If you purchased a license for the Software which is identified as an "upgrade" or "subscription", you must have a valid license for the version of the Software which the "upgrade" or "subscription" supplements. 11. Unauthorized Use and Validation of Use. IN ORDER TO PROTECT THE SOFTWARE FROM UNAUTHORIZED USE AND IN ORDER TO CONFIRM YOUR COMPLIANCE WITH THE LICENSE GRANTS AND RESTRICTIONS SET FORTH IN THIS AGREEMENT, THE SOFTWARE

CONTAINS A VALIDATION PROCEDURE WHICH MAY TRANSMIT YOUR IP ADDRESS AND/OR APPLICABLE LICENSE KEY RELATING TO THE SOFTWARE TO LICENSOR. IF THE SOFTWARE DETECTS ANY VIOLATION OF THE TERMS OF THIS AGREEMENT, YOU MAY BE CONTACTED BY LICENSOR REGARDING YOUR USE OF THE SOFTWARE AND/OR YOU MAY BE UNABLE TO USE THE SOFTWARE AND/OR CREATE UNRESTRICTED INSTALLER PRODUCTS UNTIL THE PROBLEM IS CORRECTED. IF YOU ARE UNABLE TO USE THE SOFTWARE AND/OR CREATE UNRESTRICTED INSTALLER PRODUCTS, YOU SHOULD IMMEDIATELY CONTACT LICENSOR. 12. Reports. Within thirty (30) days following Licensor's written request, and no more frequently than twice in any twelve (12) month period, you shall provide Licensor with a written statement certifying that you are not using copies of the Software in violation of this Agreement. 13. Audit. During the term of this Agreement and for a period of twelve (12) months thereafter, you shall permit, no more than once in any twelve (12) month period, a third party auditor, upon thirty (30) days prior written notice from Licensor and during normal business hours, to examine and audit your records to determine your compliance with this Agreement and report such findings to Licensor. Licensor shall bear the expense of the audit unless the audit uncovers that you have used the Software in violation of the terms of this Agreement or have unpaid the license fees rightfully owed to Licensor, in which event you shall bear the expenses for such audit. In the event such audit is the result of your failure to provide reports as set forth in Section 12, then you shall bear the expense of such audit. 14. Dual-Media Software. You may receive the Software in more than one medium (electronic and on a CD, for example). Receipt of the Software in more than a single manner (electronic or on a CD, for example) does not expand the license rights granted to you hereunder. Your use of the Software is limited to the number of licenses that you have acquired overall, regardless of number or type of media on which it has been provided. 15. U.S. Government Restricted Rights. The Software and Documentation are provided as "Commercial Computer Software" or "restricted computer software". Use, duplication, or disclosure by the U.S. Government or a U.S. Government subcontractor is subject to the restrictions set forth in 48.C.F.R. Section 12.212 or 48 C.F.R 227.2702, as applicable or successor provisions. The manufacturer is Acresso Software Inc., 900 National Parkway, Schaumburg, IL 60173 USA. 16. U. S. Export Restrictions. You will fully comply with all relevant export laws and regulations, including but not limited to the U.S. Export Administration Regulations and Executive Orders ("Export Controls"). You warrant that you are not a person, company or destination restricted or prohibited by Export Controls ("Restricted Person"). You will not, directly or indirectly, export, re-export, divert, or transfer the Software, any portion thereof or any materials, items or technology relating to Licensor's business or related technical data or any direct product thereof to any Restricted Person. 17. Termination. Your license may be terminated by Licensor if (a) you fail to make payment and/or (b) you fail to comply with the terms of this Agreement within ten (10) days after receipt of written notice of such failure. In the event of termination, you must cease using the Software, destroy all copies of the Software (including copies in storage media) and certify such destruction to Licensor. This requirement applies to all copies in any form, partial or complete. Upon the effective date of any termination, you relinquish all rights granted under this Agreement. 18. Relationship of Parties. You and Licensor are independent parties. Nothing in this Agreement shall be construed as making you an employee, agent or legal representative of Licensor. 19. No Third-Party Beneficiaries. There are no third-party beneficiaries of this Agreement. 20. Controlling Law. For users in Japan, this Agreement will be governed by the laws of Japan; for users in Europe, Middle East, or Africa, this Agreement will be governed by the laws of England and Wales and you submit to the jurisdiction of the courts of England and Wales; for users outside the countries listed above, this Agreement will be governed by the laws of California, USA, excluding conflicts of law. This Agreement is not subject to the United Nations Convention on Contracts for the Sale of Goods. 21. Company Name. Licensor may include your company name in a list of Licensor customers. 22. Payment Terms/Shipments. For users in Japan, all fees are in non-refundable Japanese Yen. For users in Europe, Middle East or Africa, all fees are in the currency outlined in the quote/invoice and are non-refundable. For users in any region not outlined, all fees are in non-refundable US Dollars. Fees are due within 30-days of the date of the invoice. If you have ordered Maintenance services you may renew the applicable services for the Software for the next annual period for the amount specified on the original invoice for the Software. All shipments of any media will be FOB Origin. 23. Taxes. All fees do not include taxes. If Licensor is required to pay any sales, use, GST, VAT, or other taxes in connection with your order, other than taxes based on Licensor's income, such taxes will be billed to and paid by you. You will make all payments of fees to Licensor free and clear of, and without reduction for, any withholding taxes; any such taxes imposed on payments of fees to Licensor will be your sole responsibility and consequently the amount of such fees will be increased such that the net fee received by Licensor will be the same as if such withholding taxes were not imposed, and you will provide Licensor with official receipts issued by the appropriate taxing authority, or such other evidence as the Licensor may reasonably request, to establish that such taxes have been paid. 24. Entire Agreement. This Agreement constitutes the complete and entire understanding and agreement of all terms, conditions and representations between you and Licensor with respect to the Software and may be modified only in writing by both parties. No term or condition contained in your purchase order will apply unless expressly accepted by Licensor in writing. Failure to prosecute a party's rights will not constitute a waiver of any other breach. If any provision of this Agreement is found to be invalid, it will be enforced to the extent permissible and the remainder of this Agreement will remain in full effect. This Agreement has been written in the English language and you waive any rights you may have under the law of your country or province to have this Agreement written in any other language. InstallAnywhere EULA (April 2008)

JDBC Driver License Sybase® jConnect LICENSE AGREEMENT NOTICE TO USER: BY INSTALLING OR USING THIS SOFTWARE YOU ACCEPT ALL THE TERMS AND CONDITIONS OF THIS AGREEMENT. PLEASE READ IT CAREFULLY. THE FOLLOWING TERMS AND CONDITIONS ("AGREEMENT") SHALL GOVERN YOUR INSTALLATION AND USE OF THE SYBASE JCONNECT SOFTWARE PROGRAM, DOCUMENTATION AND RELATED EXPLANATORY MATERIALS (THE "PROGRAM"). IF YOU DO NOT ACCEPT OR AGREE WITH THESE TERMS, YOU MAY NOT INSTALL OR USE THE PROGRAM. YOU ARE REQUIRED TO ACCEPT THE TERMS OF THE AGREEMENT BEFORE YOU CONTINUE TO INSTALL THE PROGRAM. YOU INDICATE YOUR ACCEPTANCE OF THIS AGREEMENT BY CLICKING “I ACCEPT” BELOW. UPON YOUR ACCEPTANCE OF THIS AGREEMENT, SYBASE GRANTS YOU A LIMITED, NON-EXCLUSIVE LICENSE TO USE THE PROGRAM AS FOLLOWS: 1. USE OF PROGRAM. You may install and use the Program internally in your organization solely to develop applications that interoperate with the Sybase Adaptive Server® Enterprise product. The Program may not be transferred, sold, assigned, sublicensed or otherwise conveyed (whether by operation of law or otherwise) to another party without Sybase's prior written consent. 2. RESTRICTIONS. Except as expressly permitted in the documentation, you may not modify or adapt the Program in

whole or in part (including but not limited to translating or creating derivative works) or reverse engineer, decompile or disassemble the Program (except to the extent applicable laws specifically prohibit such restriction). You may not use the Program for timesharing, rental or service bureau purposes. You shall not remove any copyright notices or other proprietary notices from the Program or documentation and you must reproduce such notices on all copies or extracts of the Program and documentation. Results of benchmark or other performance tests run on the Program may not be disclosed to any third party without Sybase's prior written consent. Transfer of the Program outside the country in which it was originally delivered to you is not permitted without Sybase’s prior written consent, and is subject to compliance with all applicable export regulations and restrictions. Upon reasonable notice to you, Sybase may audit your use of the Program. 3. COPYRIGHT AND OWNERSHIP. The Program is owned by Sybase, its subsidiaries or their suppliers and are protected by copyright laws and international treaty provisions. You acquire only the non-exclusive right to use the Program as permitted herein and do not acquire any rights of ownership in the Program or any other implied rights or licenses under any intellectual property rights of Sybase. 4. SUPPORT. The Program is provided on an "as is" basis and is unsupported. This Agreement does not entitle you to any maintenance or other services or any updates or new versions of the Program. 5. CONFIDENTIAL INFORMATION. "Confidential Information" shall include the Program (including methods or concepts utilized therein) and all information identified by Sybase as proprietary or confidential. Confidential Information shall remain the sole property of Sybase and shall not be disclosed to any third party without the express written consent of Sybase; except that you may disclose Confidential Information to consultants performing services for your benefit, provided that such consultants are bound by a written non-disclosure agreement with you protecting such Confidential Information in a manner consistent with this Agreement. Except with respect to the Program, items will not be deemed Confidential Information if (i) available to the public other than by a breach of an agreement with Sybase; (ii) rightfully received from a third party not in breach of any obligation of confidentiality; (iii) independently developed by you without access to the Confidential Information; or (iv) if proven to have been known to you at the time of disclosure. You shall immediately inform Sybase if you are required to produce Confidential Information by operation of law, and if so requested by Sybase, shall provide reasonable assistance to Sybase in seeking to limit such production. A copyright notice on the Program does not, by itself, constitute evidence of publication or public disclosure. 6. U.S. GOVERNMENT RESTRICTED RIGHTS. The Program is Commercial Computer Software. Use, duplication and disclosure of the Program and documentation by the U.S. Government is subject to restrictions set forth in this license or in a written agreement specifying the Government's right to use the Program. Sybase reserves all unpublished rights under U.S. copyright laws. 7. TERMINATION. Sybase may immediately terminate this Agreement on notice to you if you violate any terms of the Agreement. Upon termination, you shall cease using the Program and shall destroy all copies of the Program (and associated documentation) in any form. All disclaimers of warranties and limitations of liability shall survive any termination of this Agreement. 8. WARRANTY DISCLAIMER. The Program is provided AS IS, without any warranty whatsoever. SYBASE DISCLAIMS ALL WARRANTIES AND CONDITIONS, EXPRESS OR IMPLIED, INCLUDING WITHOUT LIMITATION THE IMPLIED WARRANTIES OR CONDITIONS OF MERCHANTABLE QUALITY, NONINFRINGEMENT, AND FITNESS FOR A PARTICULAR PURPOSE. 9. LIMITATION ON LIABILITY. NEITHER SYBASE, ITS SUBSIDIARIES NOR ANY OF ITS LICENSORS SHALL BE LIABLE FOR ANY LOSS OR DAMAGE HEREUNDER, INCLUDING, WITHOUT LIMITATION, ANY INACCURACY OF DATA, LOSS OF PROFITS OR DIRECT, INDIRECT, SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES, EVEN IF SUCH PARTY HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. 10. EXPORT. You agree to fully comply with all laws and regulations of the United States and other countries ("Export Laws") to assure that neither the Program nor any direct products thereof are (1) exported, directly or indirectly, in violation of Export Laws, or (2) are used for any purpose prohibited by Export Laws, including, without limitation, nuclear, chemical or biological weapons production. 11. English Language. The parties agree that the Agreement and all documents contemplated hereby be drawn up in English (les parties aux présentes ont exigé que cette entente et tous autres documents envisagés par las présentes soient rédigés en anglais). 12. GOVERNING LAW; COMPLETE AGREEMENT. This Agreement constitutes the complete agreement between the parties with respect to the Program and is governed by the laws of the State of California (other than its conflict of law provisions). If any provision of this Agreement is held to be unenforceable, such provision shall be limited, modified or severed, as necessary, to eliminate its unenforceability, and all other provisions shall remain unaffected. The failure or delay of either party to exercise any of its rights shall not be deemed a waiver of such rights, and no waiver of any breach of this Agreement shall constitute a waiver of any other breach.

JGoodies License Third-Party Product Terms The following terms apply to third-party products that are included with or in a BMC Software product as described in the BMC Software, Inc., License Agreement that is applicable to the product. The BSD License for the JGoodies Looks Copyright (c) 2001-2004 JGoodies Karsten Lentzsch. All rights reserved. o Redistributions of source code must retain the above copyright notice, this list of conditions and the following disclaimer. o Redistributions in binary form must reproduce the above copyright notice, this list of conditions and the following disclaimer in the documentation and/or other materials provided with the distribution. o Neither the name of JGoodies Karsten Lentzsch nor the names of its contributors may be used to endorse or promote products derived from this software without specific prior written permission. THIS SOFTWARE IS PROVIDED BY THE COPYRIGHT HOLDERS AND CONTRIBUTORS "AS IS" AND ANY EXPRESS OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE COPYRIGHT OWNER OR CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE

MICROSOFT SQL SERVER JDBC DRIVER 3.0 MICROSOFT SOFTWARE LICENSE TERMS MICROSOFT SQL SERVER JDBC DRIVER 3.0 These license terms are an agreement between Microsoft Corporation (or based on where you live, one of its affiliates) and you. Please read them. They apply to the software

named above, which includes the media on which you received it, if any. The terms also apply to any Microsoft • updates, • supplements, • Internet-based services, and • support services for this software, unless other terms accompany those items. If so, those terms apply. BY USING THE SOFTWARE, YOU ACCEPT THESE TERMS. IF YOU DO NOT ACCEPT THEM, DO NOT USE THE SOFTWARE. If you comply with these license terms, you have the rights below. 1. INSTALLATION AND USE RIGHTS. You may install and use any number of copies of the software on your devices. 2. SCOPE OF LICENSE. The software is licensed, not sold. This agreement only gives you some rights to use the software. Microsoft reserves all other rights. Unless applicable law gives you more rights despite this limitation, you may use the software only as expressly permitted in this agreement. In doing so, you must comply with any technical limitations in the software that only allow you to use it in certain ways. You may not • work around any technical limitations in the software; • reverse engineer, decompile or disassemble the software, except and only to the extent that applicable law expressly permits, despite this limitation; • make more copies of the software than specified in this agreement or allowed by applicable law, despite this limitation; • publish the software for others to copy; • rent, lease or lend the software; or • use the software for commercial software hosting services. 3. BACKUP COPY. You may make one backup copy of the software. You may use it only to reinstall the software. 4. DOCUMENTATION. Any person that has valid access to your computer or internal network may copy and use the documentation for your internal, reference purposes. 5. TRANSFER TO A THIRD PARTY. The first user of the software may transfer it and this agreement directly to a third party. Before the transfer, that party must agree that this agreement applies to the transfer and use of the software. The first user must uninstall the software before transferring it separately from the device. The first user may not retain any copies. 6. EXPORT RESTRICTIONS. The software is subject to United States export laws and regulations. You must comply with all domestic and international export laws and regulations that apply to the software. These laws include restrictions on destinations, end users and end use. For additional information, see www.microsoft.com/exporting. 7. SUPPORT SERVICES. Because this software is “as is,” we may not provide support services for it. 8. ENTIRE AGREEMENT. This agreement, and the terms for supplements, updates, Internet-based services and support services that you use, are the entire agreement for the software and support services. 9. APPLICABLE LAW. a. United States. If you acquired the software in the United States, Washington state law governs the interpretation of this agreement and applies to claims for breach of it, regardless of conflict of laws principles. The laws of the state where you live govern all other claims, including claims under state consumer protection laws, unfair competition laws, and in tort. b. Outside the United States. If you acquired the software in any other country, the laws of that country apply. 10. LEGAL EFFECT. This agreement describes certain legal rights. You may have other rights under the laws of your country. You may also have rights with respect to the party from whom you acquired the software. This agreement does not change your rights under the laws of your country if the laws of your country do not permit it to do so. 11. DISCLAIMER OF WARRANTY. THE SOFTWARE IS LICENSED “AS-IS.” YOU BEAR THE RISK OF USING IT. MICROSOFT GIVES NO EXPRESS WARRANTIES, GUARANTEES OR CONDITIONS. YOU MAY HAVE ADDITIONAL CONSUMER RIGHTS UNDER YOUR LOCAL LAWS WHICH THIS AGREEMENT CANNOT CHANGE. TO THE EXTENT PERMITTED UNDER YOUR LOCAL LAWS, MICROSOFT EXCLUDES THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT. 12. LIMITATION ON AND EXCLUSION OF REMEDIES AND DAMAGES. YOU CAN RECOVER FROM MICROSOFT AND ITS SUPPLIERS ONLY DIRECT DAMAGES UP TO U.S. $5.00. YOU CANNOT RECOVER ANY OTHER DAMAGES, INCLUDING CONSEQUENTIAL, LOST PROFITS, SPECIAL, INDIRECT OR INCIDENTAL DAMAGES. This limitation applies to • anything related to the software, services, content (including code) on third party Internet sites, or third party programs; and • claims for breach of contract, breach of warranty, guarantee or condition, strict liability, negligence, or other tort to the extent permitted by applicable law. It also applies even if Microsoft knew or should have known about the possibility of the damages. The above limitation or exclusion may not apply to you because your country may not allow the exclusion or limitation of incidental, consequential or other damages.

Informix JDBC Driver 3.5 International Program License Agreement Part 1 - General Terms BY DOWNLOADING, INSTALLING, COPYING, ACCESSING, OR USING THE PROGRAM YOU AGREE TO THE TERMS OF THIS AGREEMENT. IF YOU ARE ACCEPTING THESE TERMS ON BEHALF OF ANOTHER PERSON OR A COMPANY OR OTHER LEGAL ENTITY, YOU REPRESENT AND WARRANT THAT YOU HAVE FULL AUTHORITY TO BIND THAT PERSON, COMPANY, OR LEGAL ENTITY TO THESE TERMS. IF YOU DO NOT AGREE TO THESE TERMS, - DO NOT DOWNLOAD, INSTALL, COPY, ACCESS, OR USE THE PROGRAM; AND PROMPTLY RETURN THE PROGRAM AND PROOF OF ENTITLEMENT TO THE PARTY FROM WHOM YOU ACQUIRED IT TO OBTAIN A REFUND OF THE AMOUNT YOU PAID. IF YOU DOWNLOADED THE PROGRAM, CONTACT THE PARTY FROM WHOM YOU ACQUIRED IT. "IBM" is International Business Machines Corporation or one of its subsidiaries. "License Information" ("LI") is a document that provides information specific to a Program. The Program's LI is available at http://www.ibm.com/software/sla/ . The LI may also be found in a file in the Program's directory, by the use of a system command, or as a booklet which accompanies the Program. "Program" is the following, including the original and all whole or partial copies: 1) machine-readable instructions and data, 2) components, 3) audio-visual content (such as images, text, recordings, or pictures), 4) related licensed materials, and 5) license use documents or keys, and documentation. A "Proof of Entitlement" ("PoE") is evidence of Your authorization to use a Program at a specified level. That level may be measured, for example, by the number of processors or users. The PoE is also evidence of Your eligibility for warranty, future upgrade prices, if any, and potential special or promotional opportunities. If IBM does not provide You with a PoE, then IBM may accept the original paid sales receipt or other sales record from the party (either IBM or its reseller) from whom You acquired the Program, provided that it specifies the name of the Program and the usage level acquired. "You" and "Your" refer either to an individual person or to a single legal entity. This Agreement includes Part 1 - General Terms, Part 2 - Country-unique Terms (if any), License Information, and Proof of Entitlement and is the complete agreement between You and IBM regarding the use of the Program. It replaces any prior oral or written communications between You and IBM concerning Your use of the Program. The terms of Part 2 and License Information may replace or modify those of Part 1. To the extent there is a conflict between the terms of this Agreement and those of the IBM International Passport Advantage Agreement, the terms of the latter agreement prevail. 1. Entitlement License The Program is owned by IBM or an IBM supplier, and is copyrighted and licensed, not sold. IBM grants You a nonexclusive license to use the Program when You lawfully acquire it. You may 1) use the Program up to the level of use specified in the PoE and 2) make and install copies, including a backup copy, to support such use. The terms of this license apply to each copy You make. You will reproduce all copyright notices and all other legends of ownership on each copy, or partial copy, of the Program. If You acquire the

Program as a program upgrade, after You install the upgrade You may not use the Program from which You upgraded or transfer it to another party. You will ensure that anyone who uses the Program (accessed either locally or remotely) does so only for Your authorized use and complies with the terms of this Agreement. You may not 1) use, copy, modify, or distribute the Program except as provided in this Agreement; 2) reverse assemble, reverse compile, or otherwise translate the Program except as specifically permitted by law without the possibility of contractual waiver; or 3) sublicense, rent, or lease the Program. IBM may terminate Your license if You fail to comply with the terms of this Agreement. If IBM does so, You must destroy all copies of the Program and its PoE. Money-back Guarantee If for any reason You are dissatisfied with the Program and You are the original licensee, You may obtain a refund of the amount You paid for it, if within 30 days of Your invoice date You return the Program and its PoE to the party from whom You obtained it. If You downloaded the Program, You may contact the party from whom You acquired it for instructions on how to obtain the refund. Program Transfer You may transfer a Program and all of Your license rights and obligations to another party only if that party agrees to the terms of this Agreement. When You transfer the Program, You must also transfer a copy of this Agreement, including the Program's PoE. After the transfer, You may not use the Program. 2. Charges The amount payable for a Program license is a one-time charge. One-time charges are based on the level of use acquired which is specified in the PoE. IBM does not give credits or refunds for charges already due or paid, except as specified elsewhere in this Agreement. If You wish to increase the level of use, notify IBM or the party from whom You acquired it and pay any applicable charges. If any authority imposes a duty, tax, levy or fee, excluding those based on IBM's net income, upon the Program, then You agree to pay the amount specified or supply exemption documentation. You are responsible for any personal property taxes for the Program from the date that You acquire it. 3. Limited Warranty IBM warrants that when the Program is used in the specified operating environment it will conform to its specifications. The warranty applies only to the unmodified portion of the Program. IBM does not warrant uninterrupted or error-free operation of the Program or that IBM will correct all Program defects. You are responsible for the results obtained from the use of the Program. IBM provides You with access to IBM databases containing information on known Program defects, defect corrections, restrictions, and bypasses at no additional charge. Consult the IBM Software Support Guide for further information at http://www.ibm.com/software/support . IBM will maintain this information for at least one year after the original licensee acquires the Program ("Warranty Period"). If the Program does not function as warranted during the Warranty Period and the problem cannot be resolved with information available in the IBM databases, You may return the Program and its PoE to the party (either IBM or its reseller) from whom You acquired it and receive a refund in the amount You paid. If You downloaded the Program, You may contact the party from whom You acquired it for instructions on how to obtain the refund. THESE WARRANTIES ARE YOUR EXCLUSIVE WARRANTIES AND REPLACE ALL OTHER WARRANTIES OR CONDITIONS, EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OR CONDITIONS OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. SOME STATES OR JURISDICTIONS DO NOT ALLOW THE EXCLUSION OF EXPRESS OR IMPLIED WARRANTIES, SO THE ABOVE EXCLUSION MAY NOT APPLY TO YOU. IN THAT EVENT, SUCH WARRANTIES ARE LIMITED IN DURATION TO THE WARRANTY PERIOD. NO WARRANTIES APPLY AFTER THAT PERIOD. SOME STATES OR JURISDICTIONS DO NOT ALLOW LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY LASTS, SO THE ABOVE LIMITATION MAY NOT APPLY TO YOU. THESE WARRANTIES GIVE YOU SPECIFIC LEGAL RIGHTS AND YOU MAY ALSO HAVE OTHER RIGHTS WHICH VARY FROM STATE TO STATE OR JURISDICTION TO JURISDICTION. 4. Limitation of Liability Circumstances may arise where, because of a default on IBM's part or other liability, You are entitled to recover damages from IBM. In each such instance, regardless of the basis on which You may be entitled to claim damages from IBM, (including fundamental breach, negligence, misrepresentation, or other contract or tort claim), IBM is liable for no more than 1) damages for bodily injury (including death) and damage to real property and tangible personal property and 2) the amount of any other actual direct damages up to the charges for the Program that is the subject of the claim. This limitation of liability also applies to IBM's Program developers and suppliers. It is the maximum for which they and IBM are collectively responsible. UNDER NO CIRCUMSTANCES IS IBM, ITS PROGRAM DEVELOPERS OR SUPPLIERS LIABLE FOR ANY OF THE FOLLOWING, EVEN IF INFORMED OF THEIR POSSIBILITY: 1. LOSS OF, OR DAMAGE TO, DATA; 2. SPECIAL, INCIDENTAL, OR INDIRECT DAMAGES, OR FOR ANY ECONOMIC CONSEQUENTIAL DAMAGES; OR 3. LOST PROFITS, BUSINESS, REVENUE, GOODWILL, OR ANTICIPATED SAVINGS. SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATION OR EXCLUSION MAY NOT APPLY TO YOU. 5. General 1. Nothing in this Agreement affects any statutory rights of consumers that cannot be waived or limited by contract. 2. In the event that any provision of this Agreement is held to be invalid or unenforceable, the remaining provisions of this Agreement remain in full force and effect. 3. You agree to comply with all applicable export and import laws and regulations. 4. You agree to allow IBM to store and use Your contact information, including names, phone numbers, and e-mail addresses, anywhere they do business. Such information will be processed and used in connection with our business relationship, and may be provided to contractors, Business Partners, and assignees of IBM for uses consistent with their collective business activities, including communicating with You (for example, for processing orders, for promotions, and for market research). 5. Neither You nor IBM will bring a legal action under this Agreement more than two years after the cause of action arose unless otherwise provided by local law without the possibility of contractual waiver or limitation. 6. Neither You nor IBM is responsible for failure to fulfill any obligations due to causes beyond its control. 7. This Agreement will not create any right or cause of action for any third party, nor will IBM be responsible for any third party claims against You except, as permitted by the Limitation of Liability section above, for bodily injury (including death) or damage to real or tangible personal property for which IBM is legally liable. 6. Governing Law, Jurisdiction, and Arbitration Governing Law Both You and IBM consent to the application of the laws of the country in which You acquired the Program license to govern, interpret, and enforce all of Your and IBM's rights, duties, and obligations arising from, or relating in any manner to, the subject matter of this Agreement, without regard to conflict of law principles. The United Nations Convention on Contracts for the International Sale of Goods does not apply. Jurisdiction All of our rights, duties, and obligations are subject to the courts of the country in which You acquired the Program license. Part 2 - Country-unique Terms AMERICAS ARGENTINA: Governing Law, Jurisdiction, and Arbitration (Section 6): The following exception is added to this section: Any litigation arising from this Agreement will be settled exclusively by the Ordinary Commercial Court of the city of Buenos Aires. BRAZIL: Governing Law, Jurisdiction, and Arbitration (Section 6): The following exception is added to this section: Any litigation arising from this Agreement will be settled exclusively by the court of Rio de Janeiro, RJ. CANADA: General (Section 5): The following replaces item 7: 7. This Agreement will not create any right or cause of action for any third party, nor will IBM be responsible for any third party claims against You except as permitted by the Limitation of Liability section above for bodily injury (including death) or physical harm to real or tangible personal property caused by IBM's negligence for which IBM is legally liable. Governing Law, Jurisdiction, and Arbitration (Section 6): The phrase "the laws of the country in which You acquired the Program license" in the

Governing Law subsection is replaced by the following: the laws in the Province of Ontario PERU: Limitation of Liability (Section 4): The following is added at the end of this section: In accordance with Article 1328 of the Peruvian Civil Code, the limitations and exclusions specified in this section will not apply to damages caused by IBM's willful misconduct ("dolo") or gross negligence ("culpa inexcusable"). UNITED STATES OF AMERICA: General (Section 5): The following is added to this section: U.S. Government Users Restricted Rights - Use, duplication or disclosure restricted by the GSA ADP Schedule Contract with the IBM Corporation. Governing Law, Jurisdiction, and Arbitration (Section 6): The phrase "the laws of the country in which You acquired the Program license" in the Governing Law subsection is replaced by the following: the laws of the State of New York, United States of America ASIA PACIFIC AUSTRALIA: Limited Warranty (Section 3): The following is added: The warranties specified in this Section are in addition to any rights You may have under the Trade Practices Act 1974 or other legislation and are only limited to the extent permitted by the applicable legislation. Limitation of Liability (Section 4): The following is added: Where IBM is in breach of a condition or warranty implied by the Trade Practices Act 1974, IBM's liability is limited to the repair or replacement of the goods, or the supply of equivalent goods. Where that condition or warranty relates to right to sell, quiet possession or clear title, or the goods are of a kind ordinarily acquired for personal, domestic or household use or consumption, then none of the limitations in this paragraph apply. Governing Law, Jurisdiction, and Arbitration (Section 6): The phrase "the laws of the country in which You acquired the Program license" in the Governing Law subsection is replaced by the following: the laws of the State or Territory in which You acquired the Program license CAMBODIA, LAOS, and VIETNAM: Governing Law, Jurisdiction, and Arbitration (Section 6): The phrase "the laws of the country in which You acquired the Program license" in the Governing Law subsection is replaced by the following: the laws of the State of New York, United States of America The following is added to this section: Arbitration Disputes arising out of or in connection with this Agreement shall be finally settled by arbitration which shall be held in Singapore in accordance with the Arbitration Rules of Singapore International Arbitration Center ("SIAC Rules") then in effect. The arbitration award shall be final and binding for the parties without appeal and shall be in writing and set forth the findings of fact and the conclusions of law. The number of arbitrators shall be three, with each side to the dispute being entitled to appoint one arbitrator. The two arbitrators appointed by the parties shall appoint a third arbitrator who shall act as chairman of the proceedings. Vacancies in the post of chairman shall be filled by the president of the SIAC. Other vacancies shall be filled by the respective nominating party. Proceedings shall continue from the stage they were at when the vacancy occurred. If one of the parties refuses or otherwise fails to appoint an arbitrator within 30 days of the date the other party appoints its, the first appointed arbitrator shall be the sole arbitrator, provided that the arbitrator was validly and properly appointed. All proceedings shall be conducted, including all documents presented in such proceedings, in the English language. The English language version of this Agreement prevails over any other language version. HONG KONG S.A.R. and MACAU S.A.R. of China: Governing Law, Jurisdiction, and Arbitration (Section 6): The phrase "the laws of the country in which You acquired the Program license" in the Governing Law subsection is replaced by the following: the laws of Hong Kong Special Administrative Region of China INDIA: Limitation of Liability (Section 4): The following replaces the terms of items 1 and 2 of the first paragraph: 1) liability for bodily injury (including death) or damage to real property and tangible personal property will be limited to that caused by IBM's negligence; and 2) as to any other actual damage arising in any situation involving nonperformance by IBM pursuant to, or in any way related to the subject of this Agreement, IBM's liability will be limited to the charge paid by You for the individual Program that is the subject of the claim. General (Section 5): The following replaces the terms of item 5: If no suit or other legal action is brought, within three years after the cause of action arose, in respect of any claim that either party may have against the other, the rights of the concerned party in respect of such claim will be forfeited and the other party will stand released from its obligations in respect of such claim. Governing Law, Jurisdiction, and Arbitration (Section 6): The following is added to this section: Arbitration Disputes arising out of or in connection with this Agreement shall be finally settled by arbitration which shall be held in Bangalore, India in accordance with the laws of India then in effect. The arbitration award shall be final and binding for the parties without appeal and shall be in writing and set forth the findings of fact and the conclusions of law. The number of arbitrators shall be three, with each side to the dispute being entitled to appoint one arbitrator. The two arbitrators appointed by the parties shall appoint a third arbitrator who shall act as chairman of the proceedings. Vacancies in the post of chairman shall be filled by the president of the Bar Council of India. Other vacancies shall be filled by the respective nominating party. Proceedings shall continue from the stage they were at when the vacancy occurred. If one of the parties refuses or otherwise fails to appoint an arbitrator within 30 days of the date the other party appoints its, the first appointed arbitrator shall be the sole arbitrator, provided that the arbitrator was validly and properly appointed. All proceedings shall be conducted, including all documents presented in such proceedings, in the English language. The English language version of this Agreement prevails over any other language version. JAPAN: General (Section 5): The following is inserted after item 5: Any doubts concerning this Agreement will be initially resolved between us in good faith and in accordance with the principle of mutual trust. MALAYSIA: Limitation of Liability (Section 4): The word "SPECIAL" in item 2 of the third paragraph is deleted: NEW ZEALAND: Limited Warranty (Section 3): The following is added: The warranties specified in this Section are in addition to any rights You may have under the Consumer Guarantees Act 1993 or other legislation which cannot be excluded or limited. The Consumer Guarantees Act 1993 will not apply in respect of any goods which IBM provides, if You require the goods for the purposes of a business as defined in that Act. Limitation of Liability (Section 4): The following is added: Where Programs are not acquired for the purposes of a business as defined in the Consumer Guarantees Act 1993, the limitations in this Section are subject to the limitations in that Act. PEOPLE'S REPUBLIC OF CHINA: Charges (Section 2): The following is added: All banking charges incurred in the People's Republic of China will be borne by You and those incurred outside the People's Republic of China will be borne by IBM. Governing Law, Jurisdiction, and Arbitration (Section 6): The phrase "the laws of the country in which You acquired the Program license" in the Governing Law subsection is replaced by the following: the laws of the State of New York, United States of America (except when local law requires otherwise) PHILIPPINES: Limitation of Liability (Section 4): The following replaces the terms of item 2 of the third paragraph: 2. special (including nominal and exemplary damages), moral, incidental, or indirect damages or for any economic consequential damages; or Governing Law, Jurisdiction, and Arbitration (Section 6): The following is added to this section: Arbitration Disputes arising out of or in connection with this Agreement shall be finally settled by arbitration which shall be held in Metro Manila, Philippines in accordance with the laws of the Philippines then in effect. The arbitration award shall be final and binding for the parties without appeal and shall be in writing and set forth the findings of fact and the conclusions of law. The number of arbitrators shall be three, with each side to the dispute being entitled to appoint one arbitrator. The two arbitrators appointed by the parties shall appoint a third arbitrator who shall act as chairman of the proceedings. Vacancies in the post of chairman shall be filled by the president of the Philippine Dispute Resolution Center, Inc. Other vacancies shall be filled by the respective nominating party. Proceedings shall continue from

the stage they were at when the vacancy occurred. If one of the parties refuses or otherwise fails to appoint an arbitrator within 30 days of the date the other party appoints its, the first appointed arbitrator shall be the sole arbitrator, provided that the arbitrator was validly and properly appointed. All proceedings shall be conducted, including all documents presented in such proceedings, in the English language. The English language version of this Agreement prevails over any other language version. SINGAPORE: Limitation of Liability (Section 4): The words "SPECIAL" and "ECONOMIC" are deleted from item 2 of the third paragraph. General (Section 5): The following replaces the terms of item 7: Subject to the rights provided to IBM's suppliers and Program developers as provided in Section 4 above (Limitation of Liability), a person who is not a party to this Agreement shall have no right under the Contracts (Right of Third Parties) Act to enforce any of its terms. TAIWAN: Limited Warranty (Section 3): The last paragraph is deleted. EUROPE, MIDDLE EAST, AFRICA (EMEA) Limited Warranty (Section 3): In the European Union, the following is added: In the European Union, consumers have legal rights under applicable national legislation governing the sale of consumer goods. Such rights are not affected by the Limited Warranty provision set out above at section 3 of this Agreement. The territorial scope of the Limited Warranty is worldwide. Limitation of Liability (Section 4): In Austria, Denmark, Finland, Greece, Italy, Netherlands, Norway, Portugal, Spain, Sweden and Switzerland, the following replaces the terms of this section in its entirety: Except as otherwise provided by mandatory law: 1. IBM's liability for any damages and losses that may arise as a consequence of the fulfillment of its obligations under or in connection with this agreement or due to any other cause related to this agreement is limited to the compensation of only those damages and losses proved and actually arising as an immediate and direct consequence of the non-fulfillment of such obligations (if IBM is at fault) or of such cause, for a maximum amount equal to the charges You paid for the Program. The above limitation shall not apply to damages for bodily injuries (including death) and damages to real property and tangible personal property for which IBM is legally liable. 2. UNDER NO CIRCUMSTANCES IS IBM, OR ANY OF ITS PROGRAM DEVELOPERS, LIABLE FOR ANY OF THE FOLLOWING, EVEN IF INFORMED OF THEIR POSSIBILITY: 1) LOSS OF, OR DAMAGE TO, DATA; 2) INCIDENTAL OR INDIRECT DAMAGES, OR FOR ANY ECONOMIC CONSEQUENTIAL DAMAGES; 3) LOST PROFITS, EVEN IF THEY ARISE AS AN IMMEDIATE CONSEQUENCE OF THE EVENT THAT GENERATED THE DAMAGES; OR 4) LOSS OF BUSINESS, REVENUE, GOODWILL, OR ANTICIPATED SAVINGS. 3. The limitation and exclusion of liability herein agreed applies not only to the activities performed by IBM but also to the activities performed by its suppliers and Program developers, and represents the maximum amount for which IBM as well as its suppliers and Program developers, are collectively responsible. Limitation of Liability (Section 4): In France and Belgium, the following replaces the terms of this section in its entirety: Except as otherwise provided by mandatory law: 1. IBM's liability for any damages and losses that may arise as a consequence of the fulfillment of its obligations under or in connection with this agreement is limited to the compensation of only those damages and losses proved and actually arising as an immediate and direct consequence of the non-fulfillment of such obligations (if IBM is at fault), for a maximum amount equal to the charges You paid for the Program that has caused the damages. The above limitation shall not apply to damages for bodily injuries (including death) and damages to real property and tangible personal property for which IBM is legally liable. 2. UNDER NO CIRCUMSTANCES IS IBM, OR ANY OF ITS PROGRAM DEVELOPERS, LIABLE FOR ANY OF THE FOLLOWING, EVEN IF INFORMED OF THEIR POSSIBILITY: 1) LOSS OF, OR DAMAGE TO, DATA; 2) INCIDENTAL OR INDIRECT DAMAGES, OR FOR ANY ECONOMIC CONSEQUENTIAL DAMAGES; 3) LOST PROFITS, EVEN IF THEY ARISE AS AN IMMEDIATE CONSEQUENCE OF THE EVENT THAT GENERATED THE DAMAGES; OR 4) LOSS OF BUSINESS, REVENUE, GOODWILL, OR ANTICIPATED SAVINGS. 3. The limitation and exclusion of liability herein agreed applies not only to the activities performed by IBM but also to the activities performed by its suppliers and Program developers, and represents the maximum amount for which IBM as well as its suppliers and Program developers, are collectively responsible Governing Law, Jurisdiction, and Arbitration (Section 6) Governing Law The phrase "the laws of the country in which You acquired the Program license" is replaced by: 1) "the laws of Austria" in Albania, Armenia, Azerbaijan, Belarus, Bosnia-Herzegovina, Bulgaria, Croatia, Georgia, Hungary, Kazakhstan, Kyrgyzstan, FYR Macedonia, Moldavia, Poland, Romania, Russia, Slovakia, Slovenia, Tajikistan, Turkmenistan, Ukraine, Uzbekistan, and FR Yugoslavia; 2) "the laws of France" in Algeria, Benin, Burkina Faso, Cameroon, Cape Verde, Central African Republic, Chad, Comoros, Congo Republic, Djibouti, Democratic Republic of Congo, Equatorial Guinea, French Guiana, French Polynesia, Gabon, Gambia, Guinea, Guinea-Bissau, Ivory Coast, Lebanon, Madagascar, Mali, Mauritania, Mauritius, Mayotte, Morocco, New Caledonia, Niger, Reunion, Senegal, Seychelles, Togo, Tunisia, Vanuatu, and Wallis & Futuna; 3) "the laws of Finland" in Estonia, Latvia, and Lithuania; 4) "the laws of England" in Angola, Bahrain, Botswana, Burundi, Egypt, Eritrea, Ethiopia, Ghana, Jordan, Kenya, Kuwait, Liberia, Malawi, Malta, Mozambique, Nigeria, Oman, Pakistan, Qatar, Rwanda, Sao Tome, Saudi Arabia, Sierra Leone, Somalia, Tanzania, Uganda, United Arab Emirates, the United Kingdom, West Bank/Gaza, Yemen, Zambia, and Zimbabwe; and 5) "the laws of South Africa" in South Africa, Namibia, Lesotho and Swaziland. Jurisdiction The following exceptions are added to this section: 1) In Austria the choice of jurisdiction for all disputes arising out of this Agreement and relating thereto, including its existence, will be the competent court of law in Vienna, Austria (Inner-City); 2) in Angola, Bahrain, Botswana, Burundi, Egypt, Eritrea, Ethiopia, Ghana, Jordan, Kenya, Kuwait, Liberia, Malawi, Malta, Mozambique, Nigeria, Oman, Pakistan, Qatar, Rwanda, Sao Tome, Saudi Arabia, Sierra Leone, Somalia, Tanzania, Uganda, United Arab Emirates, West Bank/Gaza, Yemen, Zambia, and Zimbabwe all disputes arising out of this Agreement or related to its execution, including summary proceedings, will be submitted to the exclusive jurisdiction of the English courts; 3) in Belgium and Luxembourg, for all disputes arising out of this Agreement or related to its interpretation or its execution, only the law and the courts of the capital of the country in which Your registered office and/or commercial office is located are competent; 4) in France, Algeria, Benin, Burkina Faso, Cameroon, Cape Verde, Central African Republic, Chad, Comoros, Congo Republic, Djibouti, Democratic Republic of Congo, Equatorial Guinea, French Guiana, French Polynesia, Gabon, Gambia, Guinea, Guinea-Bissau, Ivory Coast, Lebanon, Madagascar, Mali, Mauritania, Mauritius, Mayotte, Morocco, New Caledonia, Niger, Reunion, Senegal, Seychelles, Togo, Tunisia, Vanuatu, and Wallis & Futuna all disputes arising out of this Agreement or related to its violation or execution, including summary proceedings, will be settled exclusively by the Commercial Court of Paris; 5) in Russia, all disputes arising out of or in relation to the interpretation, the violation, the termination, the nullity of the execution of this Agreement shall be settled by Arbitration Court of Moscow; 6) in South Africa, Namibia, Lesotho and Swaziland, both of us agree to submit all disputes relating to this Agreement to the jurisdiction of the High Court in Johannesburg; 7) in Turkey all disputes arising out of or in connection with this Agreement shall be resolved by the Istanbul Central (Sultanahmet) Courts and Execution Directorates of Istanbul, the Republic of Turkey; 8) in each of the following specified countries, any legal claim arising out of this Agreement will be brought before, and settled exclusively by, the competent court of a) Athens for Greece, b) Tel Aviv-Jaffa for Israel, c) Milan for Italy, d) Lisbon for Portugal, and e) Madrid for Spain; and 9) in the United Kingdom, both of us agree to submit all disputes relating to this Agreement to the jurisdiction of the English courts. Arbitration In Albania, Armenia, Azerbaijan, Belarus, Bosnia-Herzegovina, Bulgaria, Croatia, Georgia, Hungary, Kazakhstan, Kyrgyzstan, FYR Macedonia, Moldavia, Poland, Romania, Russia, Slovakia, Slovenia, Tajikistan, Turkmenistan, Ukraine,

Uzbekistan, and FR Yugoslavia all disputes arising out of this Agreement or related to its violation, termination or nullity will be finally settled under the Rules of Arbitration and Conciliation of the International Arbitral Center of the Federal Economic Chamber in Vienna (Vienna Rules) by three arbitrators appointed in accordance with these rules. The arbitration will be held in Vienna, Austria, and the official language of the proceedings will be English. The decision of the arbitrators will be final and binding upon both parties. Therefore, pursuant to paragraph 598 (2) of the Austrian Code of Civil Procedure, the parties expressly waive the application of paragraph 595 (1) figure 7 of the Code. IBM may, however, institute proceedings in a competent court in the country of installation. In Estonia, Latvia and Lithuania all disputes arising in connection with this Agreement will be finally settled in arbitration that will be held in Helsinki, Finland in accordance with the arbitration laws of Finland then in effect. Each party will appoint one arbitrator. The arbitrators will then jointly appoint the chairman. If arbitrators cannot agree on the chairman, then the Central Chamber of Commerce in Helsinki will appoint the chairman. AUSTRIA: Limited Warranty (Section 3): The following is inserted at the beginning of this Section: The Warranty Period is twelve months from the date of delivery. The limitation period for consumers in action for breach of warranty is the statutory period as a minimum. The warranty for a Program covers the functionality of the Program for its normal use and the Program's conformity to its specifications. The final two paragraphs are replaced with the following: This is our sole obligation to You, except as otherwise required by applicable statutory law. General (Section 5): The following is added to item 4: For purposes of this clause, contact information will also include information about You as a legal entity, for example revenue data and other transactional information. GERMANY: Limited Warranty (Section 3): The same changes apply as those in Limited Warranty (Section 3) under Austria above. Limitation of Liability (Section 4): The following paragraph is added to this Section: The limitations and exclusions specified in this Section will not apply to damages caused by IBM intentionally or by gross negligence. General (Section 5): The following replace the terms of item 5: Any claims resulting from this Agreement are subject to a statute of limitation of three years, except as stated in Section 3 (Limited Warranty) of this Agreement. HUNGARY: Limitation of Liability (Section 4): The following is added at the end of this section: The limitation and exclusion specified herein shall not apply to liability for a breach of contract damaging life, physical well-being, or health that has been caused intentionally, by gross negligence, or by a criminal act. The parties accept the limitations of liability as valid provisions and state that the Section 314.(2) of the Hungarian Civil Code applies as the acquisition price as well as other advantages arising out of the present Agreement balance this limitation of liability. IRELAND: Limited Warranty (Section 3): The following is added to this section: Except as expressly provided in these terms and conditions, all statutory conditions, including all warranties implied, but without prejudice to the generality of the foregoing, all warranties implied by the Sale of Goods Act 1893 or the Sale of Goods and Supply of Services Act 1980 are hereby excluded. Limitation of Liability (Section 4): The following replaces the terms of this section in its entirety: For the purposes of this section, a "Default" means any act, statement, omission, or negligence on the part of IBM in connection with, or in relation to, the subject matter of an Agreement in respect of which IBM is legally liable to You whether in contract or tort. A number of Defaults which together result in, or contribute to, substantially the same loss or damage will be treated as one Default occurring on the date of occurrence of the last such Default. Circumstances may arise where, because of a Default, You are entitled to recover damages from IBM. This section sets out the extent of IBM's liability and Your sole remedy. 1. IBM will accept unlimited liability for (a) death or personal injury caused by the negligence of IBM, and (b) subject always to the Items for Which IBM is Not Liable below, for physical damage to Your tangible property resulting from the negligence of IBM. 2. Except as provided in item 1 above, IBM's entire liability for actual damages for any one Default will not in any event exceed the greater of 1) EUR 125,000, or 2) 125 percent of the amount You paid for the Program directly relating to the Default. These limits also apply to any of IBM's suppliers and Program developers. They state the maximum for which IBM and such suppliers and Program developers are collectively responsible. Items for Which IBM is Not Liable Save with respect to any liability referred to in item 1 above, under no circumstances is IBM or any of its suppliers or Program developers liable for any of the following, even if IBM or they were informed of the possibility of such losses: 1. loss of, or damage to, data; 2. special, indirect, or consequential loss; or 3. loss of profits, business, revenue, goodwill, or anticipated savings. ITALY: General (Section 5): The following is added to this section: IBM and Customer (hereinafter, individually, "Party") shall comply with all the obligations of the applicable provisions of law and/or regulation on personal data protection. Each of the Parties will indemnify and keep the other Party harmless from any damage, claim, cost or expense incurred by the latter, directly and or indirectly, as a consequence of an infringement of the other Party of the mentioned provisions of law and/or regulations. SLOVAKIA: Limitation of Liability (Section 4): The following is added to the end of the last paragraph: The limitations apply to the extent they are not prohibited under Sections 373-386 of the Slovak Commercial Code. General (Section 5): The terms of item 5 are replaced with the following: THE PARTIES AGREE THAT ANY LEGAL OR OTHER ACTION RELATED TO A BREACH OF THIS AGREEMENT MUST BE COMMENCED NO LATER AS DEFINED BY THE LOCAL LAW (4 YEARS) FROM THE DATE ON WHICH THE CAUSE OF ACTION AROSE. SOUTH AFRICA, NAMIBIA, LESOTHO, SWAZILAND: Limited Warranty (Section 3): The following is added at the end of the first paragraph: notwithstanding any advice or assistance that IBM may have given to You prior to the selection of such Programs. SWITZERLAND: General (Section 5): The following is added to item 4: For purposes of this clause, contact information will also include information about You as a legal entity, for example revenue data and other transactional information. UNITED KINGDOM: Limited Warranty (Section 3): The following replaces the first sentence in the fourth paragraph of this section: THESE WARRANTIES ARE YOUR EXCLUSIVE WARRANTIES AND REPLACE ALL OTHER WARRANTIES OR CONDITIONS, EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OR CONDITIONS OF SATISFACTORY QUALITY, MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. Limitation of Liability (Section 4): The following replaces the terms of this section in its entirety: For the purposes of this section, a "Default" means any act, statement, omission, or negligence on the part of IBM in connection with, or in relation to, the subject matter of an Agreement in respect of which IBM is legally liable to You, whether in contract or tort. A number of Defaults which together result in, or contribute to, substantially the same loss or damage will be treated as one Default. Circumstances may arise where, because of a Default, You are entitled to recover damages from IBM. This section sets out the extent of IBM's liability and Your sole remedy. 1. IBM will accept unlimited liability for: (a) death or personal injury caused by the negligence of IBM; (b) any breach of its obligations implied by Section 12 of the Sale of Goods Act 1979 or Section 2 of the Supply of Goods and Services Act 1982, or any statutory modification or re-enactment of either such Section; and (c) subject always to the Items for Which IBM is Not Liable below, for physical damage to Your tangible property resulting from the negligence of IBM. 2. IBM's entire liability for actual damages for any one Default will not in any event, except as provided in item 1 above, exceed the greater of 1) Pounds Sterling 75,000, or 2) 125 percent of the amount You paid for the Program directly relating to the Default. These limits also apply to IBM's suppliers and Program developers. They state the maximum for which IBM and such suppliers and Program developers are collectively responsible. Items for Which IBM is Not Liable Save with respect to

any liability referred to in item 1 above, under no circumstances is IBM or any of its suppliers or Program developers liable for any of the following, even if IBM or they were informed of the possibility of such losses: 1. loss of, or damage to, data; 2. special, indirect, or consequential loss; or 3. loss of profits, business, revenue, goodwill, or anticipated savings. Z125-3301-12 (07/2008) LICENSE INFORMATION The Programs listed below are licensed under the following terms and conditions in addition to those of the International Program License Agreement. Program Name: IBM Informix JBDC Driver/ Embedded SQL V3.50 Program Number: 5724-I35 Authorization for Use on Home/Portable Computer: The Program may be stored on the primary machine and another machine, provided that the Program is not in active use on both machines at the same time. Limited Use Rights for Other IBM Programs If You acquired this Program as part of another IBM Program ("Principal Program") that lists this Program under "Other IBM Programs", You received this Program only in support of the Principal Program, and Your rights to use this Program will be limited by the license of the Principal Program. Please contact Your IBM Sales Representative if You wish to acquire a separate license to this Program not limited by the Principal Program's license terms. Excluded Components The provisions of this paragraph do not apply to the extent they are held to be invalid or unenforceable under the law that governs this license. The components listed below are "Excluded Components." Notwithstanding any of the terms in the Agreement or any other agreement You may have with IBM: (a) the third party suppliers of such Excluded Components ("Suppliers") provide the components WITHOUT WARRANTIES OF ANY KIND and, such Suppliers DISCLAIM ANY AND ALL EXPRESS AND IMPLIED WARRANTIES AND CONDITIONS INCLUDING, BUT NOT LIMITED TO, THE WARRANTY OF TITLE, NON-INFRINGEMENT OR INTERFERENCE AND THE IMPLIED WARRANTIES AND CONDITIONS OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, WITH RESPECT TO THE EXCLUDED COMPONENTS; (b) in no event are the Suppliers liable for any direct, indirect, incidental, special, exemplary, punitive or consequential damages, including but not limited to lost data, lost savings, and lost profits, with respect to the Excluded Components; and, (c) IBM and the Suppliers are not liable to You, and will not defend, indemnify, or hold You harmless for any claims arising from or related to the Excluded Components. Notwithstanding these exclusions, in Germany and Austria, IBM's warranty and liability for the Excluded Components is governed only by the respective terms applicable for Germany and Austria in the IBM license agreements. Notices and important information that IBM is required to provide to You with respect to the Excluded Components, including instructions for obtaining source code for certain Excluded Components, may be found in the NOTICES file(s) that accompanies the Program. Your use of the Excluded Components is governed by the terms of the Agreement and not by any terms that may be contained in the NOTICES file(s). The terms contained in the Agreement are offered by IBM and not by any other party. Future Program updates or fixpacks may contain additional Excluded Components. Such additional Excluded Components, and related notices and information, if any, will be listed in another NOTICES file that accompanies the Program update or fixpack. The following are Excluded Components: SQL/J 0.9.1.1 Specified Operating Environment The Program's specifications and specified operating environment information may be found in documentation accompanying the Program, if available, such as a read-me file, or other information published by IBM, such as an announcement letter. You agree that such documentation and other Program content may be supplied only in the English language.

Rogue Wave Software Incorporated ROGUE WAVE® STINGRAY® LICENSE TERMS AND CONDITIONS (REV. 2-FEB-2004) THE FOLLOWING TERMS AND CONDITIONS CREATE A SOFTWARE LICENSE AGREEMENT (‘LICENSE AGREEMENT’) BETWEEN QUOVADX, INC., ACTING THROUGH ITS ROGUE WAVE SOFTWARE DIVISION (COLLECTIVELY REFERRED TO AS ‘ROGUE WAVE’) AND THE INDIVIDUAL OR SINGLE ENTITY REFERRED TO HEREIN AS ‘YOU’ OR ‘LICENSEE’ FOR THE ‘LICENSED SOFTWARE’ (AS DEFINED BELOW). PLEASE READ THESE LICENSE TERMS AND CONDITIONS CAREFULLY BEFORE INSTALLING OR USING THE LICENSED SOFTWARE. ROGUE WAVE IS WILLING TO GRANT LICENSEE THE FOLLOWING LICENSE TO USE THE LICENSED SOFTWARE ACCORDING TO THE TERMS AND CONDITIONS OF THIS LICENSE AGREEMENT ONLY ON THE CONDITION THAT LICENSEE ACCEPTS ALL TERMS AND CONDITIONS IN THIS LICENSE AGREEMENT. IF THE LICENSED SOFTWARE IS AN UPDATED OR NEW VERSION OF ANY SOFTWARE FOR WHICH YOU HAVE PREVIOUSLY EXECUTED A WRITTEN SOFTWARE LICENSE AGREEMENT WITH ROGUE WAVE (‘ORIGINAL SOFTWARE LICENSE AGREEMENT’), THE TERMS AND CONDITIONS OF SUCH ORIGINAL SOFTWARE LICENSE AGREEMENT SHALL APPLY AND SUPERCEDE THE TERMS OF THIS LICENSE AGREEMENT. IN ALL OTHER CASES THE TERMS OF THIS LICENSE AGREEMENT SHALL APPLY AND THESE LICENSE TERMS AND CONDITIONS WILL CONSTITUTE THE ENTIRE AGREEMENT AND UNDERSTANDING BETWEEN THE PARTIES AND SUPERSEDE ANY AND ALL PREVIOUS COMMUNICATIONS, REPRESENTATIONS OR AGREEMENTS, WHETHER WRITTEN OR ORAL, WITH RESPECT TO THE SUBJECT MATTER HEREOF. ANY TERM OR CONDITION IN ANY PURCHASE ORDER OR OTHER DOCUMENT FURNISHED BY LICENSEE THAT IS IN ADDITION TO OR INCONSISTENT WITH THIS LICENSE AGREEMENT IS HEREBY EXPRESSLY REJECTED. THE LICENSED SOFTWARE IS LICENSED AND NOT SOLD. BY CLICKING ON THE ‘ACCEPT’ BUTTON BELOW, OR BY INSTALLING OR USING THE LICENSED SOFTWARE, YOU ACKNOWLEDGE THAT YOU HAVE READ THIS LICENSE AGREEMENT, UNDERSTAND IT, AND AGREE TO BE BOUND BY IT. IF YOU DO NOT AGREE TO ANY OF THE TERMS AND CONDITIONS BELOW, ROGUE WAVE IS UNWILLING TO LICENSE THE LICENSED SOFTWARE TO YOU, AND YOU SHOULD CLICK ON THE ‘DO NOT ACCEPT’ BUTTON BELOW TO DISCONTINUE THE INSTALLATION PROCESS. IN SUCH CASE, YOU MAY, WITHIN TEN (10) DAYS AFTER YOUR RECEIPT OF THE LICENSE SOFTWARE, RETURN IT, ALONG WITH ITS ORIGINAL PACKAGING AND PROOF OF PURCHASE, AND YOU WILL RECEIVE A REFUND OF THE PURCHASE PRICE.1. DEFINITIONS. 1.1 ‘Application’ means a software application that makes use of or incorporates the RW Libraries in its implementation without exposing any part of the Licensed Software application programming interface either directly or indirectly. 1.2 ‘Licensed Developer’ means an individual software developer, employed by or under contract to Licensee, whom Licensee has designated as a ‘Licensed Developer,’ and for whom Licensee has paid the applicable per product or per module license fees required to authorize such person to use such products or modules to develop Applications on Licensee’s behalf. 1.3 ‘Licensed Software’ means the Rogue Wave software components, in source code or binary form, for which Licensee has paid the applicable per product or per module license fees, together with the user guides, build guides, reference manuals and other documentation accompanying such software components or otherwise made available by Rogue Wave (collectively, the ‘Documentation’), any executables delivered with the software components and any modified or updated versions of any of the foregoing made available to Licensee pursuant to Licensee’s purchase of Maintenance and Support. 1.4 ‘Maintenance and Support’ means the technical support and software maintenance services on the Licensed Software for which Licensee has paid the applicable fees. 1.5 ‘RW Libraries’ means any Licensed Software library, in binary form, intended to be

embedded in an Application or used in the execution of an Application. 2. LICENSE GRANTS. 2.1 Development License Grant. Subject to the terms and conditions of this License Agreement, Rogue Wave grants to Licensee a nonexclusive, nontransferable, perpetual, limited right and license to: (a) permit Licensed Developers to install and use the Licensed Software, on a per product or per module basis, for the sole purpose of creating Applications; (b) permit a reasonable number of other persons employed by or under contract to Licensee to install and use the Licensed Software for the sole purpose of building the RW Libraries, and to use the RW Libraries for the sole purpose of linking, compiling or testing Applications created by Licensed Developers; and (c) copy or have copied the Licensed Software and RW Libraries as necessary for the purpose of exercising the rights granted under this Section 2.1 or for back-up or disaster recovery purposes, provided, that Rogue Wave’s copyright notice and other proprietary rights notices are reproduced on each copy. 2.2 Deployment and Distribution License Grant. Subject to the terms and conditions of this License Agreement, Rogue Wave grants to Licensee a nonexclusive, nontransferable, perpetual, royalty-free, limited right and license to: (a) install and use the RW Libraries in connection with the execution of Applications created in compliance with Section 2.1, on CPUs owned or leased by Licensee or contractors under Licensee’s control, which are located at facilities owned or leased by Licensee or contractors under Licensee’s control; (b) distribute and grant to Licensee’s customers pursuant to a license agreement at least as protective of the rights of Rogue Wave as this License Agreement the right to install and use the RW Libraries in connection with the execution of Applications created in compliance with Section 2.1, on CPUs owned or leased by such customers or contractors under such customers’ control, which are located at facilities owned or leased by such customers or contractors under such customers’ control; and (c) copy or have copied the RW Libraries embedded in or used in the execution of Applications as necessary for the purpose of exercising the rights granted under this Section 2.2 or for back-up or disaster recovery purposes, provided, that Rogue Wave’s copyright notice and other proprietary rights notices are reproduced on each copy. 3. LICENSE RESTRICTIONS AND LICENSEE RESPONSIBILITIES. 3.1 Development Restrictions. The development rights granted to Licensee in Section 2.1 may only be exercised by individual developers employed by or under contract to Licensee that Licensee has designated as ‘Licensed Developers’ and for whom Licensee has paid the applicable per product or per module development license fees. If one Licensed Developer ceases to be employed by or under contract to Licensee or permanently ceases work on projects involving the Licensed Software, then Licensee may designate an alternate developer to replace such Licensed Developer at no additional cost. However, the development license is not a concurrent license that may be used by numerous developers in shifts. Licensee may not create a programmatic interface that makes use of the Licensed Software application programming interfaces for use by any party other than Licensed Developers and must ensure that persons other than Licensed Developers do not have programmatic access to the Licensed Software or RW Libraries either directly or indirectly. Nothing herein shall grant Licensee the right to grant its customers the right to programmatically use or grant others the right to programmatically use the Licensed Software or RW Libraries. 3.2 General Use Limitations. All rights not specifically granted herein are retained by Rogue Wave. Licensee may not, nor may Licensee permit any other person or entity to use, copy, modify, or distribute the Licensed Software (electronically or otherwise), or any copy, adaptation, transcription, or merged portion thereof (including the RW Libraries), or the Documentation except as expressly authorized by Rogue Wave. Licensee may not modify or port the Licensed Software or RW Libraries to operate on or deploy the RW Libraries or Applications on platforms other than those for which it has paid the appropriate fees. Licensee may not, nor may Licensee permit any other person or entity to, reverse assemble, reverse compile, or otherwise translate any binary forms of the Licensed Software, except to the extent applicable laws specifically prohibit such restriction. Licensee’s rights may not be transferred, leased, assigned, or sublicensed except for a transfer of the License Agreement in its entirety to (1) a successor in interest of Licensee’s entire business who assumes the obligations of this License Agreement or (2) any other party who is reasonably acceptable to Rogue Wave, enters into a substitute version of this License Agreement, and pays an administrative fee intended to cover attendant costs. No service bureau work, multiple-user license, or time-sharing arrangement is permitted, except as expressly authorized by Rogue Wave. If Licensee uses, copies, or modifies the Licensed Software or RW Libraries or transfers possession of any copy, adaptation, transcription, or merged portion thereof to any other party in any way not expressly authorized by Rogue Wave, all licenses under this License Agreement are automatically terminated. 3.3 Proprietary Protection. Rogue Wave shall have sole and exclusive ownership of all right, title, and interest in and to the Licensed Software and all modifications and enhancements thereof (including ownership of all trade secrets and copyrights pertaining thereto), subject only to the rights and privileges expressly granted to Licensee herein by Rogue Wave. This License Agreement does not provide Licensee with title or ownership of the Licensed Software, but only a right of limited use. Licensee must keep the Licensed Software free and clear of all claims, liens, and encumbrances. 3.4 Compliance Verification. Licensee must have a commercially-reasonable process in place to track the number of developers using the Licensed Software in order to ensure that the appropriate license fees have been paid. Licensee will, upon Rogue Wave’s request, certify in writing the number developers using the Licensed Software, on a per product or per module basis, as of the date of the request. In the event Licensee fails to provide such certification within thirty (30) days of Rogue Wave’s request, or, if Rogue Wave reasonably believes that a certification provided by Licensee is inaccurate or that Licensee is otherwise not in compliance with the terms of this License Agreement, Licensee will permit Rogue Wave, or a mutually-approved independent representative, to enter Licensee’s premises, during regular business hours, to verify Licensee’s compliance with the terms of this License Agreement. 3.5 Confidentiality of Source Code. Licensee agrees to maintain in confidence the source code version of the Licensed Software by using at least the same physical and other security measures as Licensee uses for its own confidential technical information and documentation, but in no case less than reasonable measures. Licensee further agrees not to disclose the source code version of the Licensed Software, or any aspect thereof (including, without limitation, header files), to anyone other than employees or contractors who have a need to know or obtain access to such information in order to support Licensee’s authorized use of the Licensed Software and are bound to protect such information against any other use or disclosure. These obligations shall not apply to any information generally available to the public, ascertainable based on the operation of the binary code version of Applications, independently developed or obtained without reliance on Rogue Wave's information, or approved for release by Rogue Wave without restriction. 3.6 Development of Applications. The Licensed Software is intended for use by sophisticated developers. Licensee is responsible for selecting persons who are qualified to use the Licensed Software on Licensee’s own equipment and are familiar with the Licensed Software. Licensee is also responsible for ensuring a proper environment and proper utilities for the development and execution of Applications utilizing the Licensed Software. Licensee represents that it has the requisite expertise to evaluate the suitability of the Licensed Software and that it has undertaken its own investigation of the suitability of the Licensed Software in the Applications. Licensee represents that it has relied upon its own skill and judgment in selecting the Licensed Software and developing the Applications. 3.7 Relationship with End Users. There are no third party beneficiaries to this License Agreement. Consequently, Rogue Wave

provides no warranty at all to any person, other than the limited warranty provided to Licensee hereunder. Licensee will be solely responsible for the development of the Applications authorized by this License Agreement and for providing all support or services required or requested by end users of the Applications. Licensee will not make any representations or warranties to its employees, customers, end users or any other third party on Rogue Wave’s behalf. Rogue Wave assumes no responsibility under this License Agreement, either directly or indirectly, for damages to Licensee or third parties resulting from the direct or indirect use of the Applications created by or on behalf of Licensee and Licensee shall defend and hold harmless Rogue Wave from any such damages. Licensee hereby agrees to indemnify and hold harmless Rogue Wave from and against any and all claims, actions, or demands arising with respect to Applications developed and/or distributed by Licensee, with the sole exception of those matters for which Rogue Wave bears responsibility under Section 6 of this License Agreement. The foregoing indemnity shall be contingent upon Rogue Wave: (1) giving written notice to the Licensee of any claim, demand, or action for which indemnity is sought; (2) fully cooperating in the defense or settlement of any such claim, demand, or action; and (3) obtaining the prior written agreement of the Licensee to any settlement or proposal of settlement. 3.8 Remedies. Licensee acknowledges that, in the event of Licensee’s breach of any of the foregoing provisions, Rogue Wave will not have an adequate remedy in money or damages. Rogue Wave will therefore be entitled to obtain an injunction against such breach from any court of competent jurisdiction immediately upon request without posting a bond. Rogue Wave’s right to obtain injunctive relief shall not limit its right to seek further remedies. 4. MAINTENANCE AND SUPPORT OF LICENSED SOFTWARE. Rogue Wave or its authorized resellers shall provide Maintenance and Support on the Licensed Software at the level and for the period for which Licensee has paid the applicable fees. Maintenance and Support services provided by Rogue Wave are provided in accordance with Rogue Wave’s Stingray maintenance and support and obsolescence policies, which are subject to change. Maintenance and Support is limited to platforms listed on Rogue Wave’s current product support matrix, which is also subject to change. Licensee is responsible for ensuring that its development and deployment environment is on the current product support matrix. Off-matrix support is available from Rogue Wave for an additional fee. At the end of any maintenance and support period, Rogue Wave or its authorized reseller may send Licensee a pro forma invoice for renewal of maintenance and support. Licensee may renew maintenance and support for the period set forth in such pro forma invoice by paying the fees set forth therein. If Licensee fails to pay the fees set forth in the pro forma invoice by the end of the then current maintenance and support period, then maintenance and support shall terminate as of the end of such period. 5. LIMITED WARRANTY, DISCLAIMER AND LIMITATION OF LIABILITY. 5.1 Limited Warranty. Rogue Wave warrants to Licensee that the unaltered Licensed Software, when used as permitted under the License Agreement and in accordance with the instructions in the Documentation, will operate substantially as described in the Documentation for a period of sixty (60) days from the date of delivery (the ‘Software Warranty Period’). The Licensed Software is provided to Licensee as source code and is for use by sophisticated software developers, and Rogue Wave does not warrant that use of the Licensed Software will be uninterrupted or error-free, that all errors will be corrected, or that use of the Licensed Software will meet Licensee’s needs. Rogue Wave will, at its own expense and as its sole obligation and Licensee’s sole and exclusive remedy for any breach of this warranty, use commercially reasonable efforts to correct any reproducible error in the Licensed Software reported to Rogue Wave by Licensee in writing during the Software Warranty Period; provided, however, that no such error correction provided to Licensee will extend the original Software Warranty Period. If Rogue Wave determines that it is unable to correct the error, Rogue Wave may, upon approval by Licensee, refund to Licensee the fees paid by the Licensee for the defective Licensed Software and terminate the License Agreement and all licenses granted herein. In the event Licensee does not approve of such refund and termination of the License Agreement, Licensee will be entitled to keep the Licensed Software and use it pursuant to the licenses granted herein; provided, however, that Rogue Wave will not be obligated to provide Maintenance and Support for the Licensed Software that is impacted by the reported defect. 5.2 Exclusions. The limited warranty set forth above will not apply to defects resulting from, or because of, modifications made to the Licensed Software by anyone other than Rogue Wave, misuse, failure of media not furnished by Rogue Wave, operation with media, software or equipment not authorized by Rogue Wave in the Documentation or not meeting or not maintained in accordance with the supplier’s specifications, or causes other than ordinary use. The warranty set forth above will not be enlarged, diminished or affected by, and no obligation or liability will arise from, Rogue Wave’s rendering of technical advice, assistance or service in connection with Licensee’s selection or use of the Licensed Software. 5.3 DISCLAIMER. EXCEPT FOR THE LIMITED WARRANTY SET FORTH IN SECTION 5.1 ABOVE, THE LICENSED SOFTWARE IS PROVIDED ‘AS IS,’ WITHOUT REPRESENTATIONS OR WARRANTIES OF ANY KIND. ROGUE WAVE SPECIFICALLY DISCLAIMS ALL OTHER PROMISES, REPRESENTATIONS OR WARRANTIES, EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE AND NON-INFRINGEMENT, AND ANY IMPLIED WARRANTY ARISING FROM COURSE OF PERFORMANCE OR COURSE OF DEALING. 5.4 LIMITATION OF LIABILITY. THE CUMULATIVE LIABILITY OF ROGUE WAVE TO LICENSEE FOR ALL CLAIMS RELATING TO THE LICENSED SOFTWARE AND THIS LICENSE AGREEMENT, INCLUDING ANY CAUSE OF ACTION SOUNDING IN CONTRACT, TORT, OR STRICT LIABILITY, SHALL NOT EXCEED THE TOTAL AMOUNT OF ALL LICENSE FEES PAID TO ROGUE WAVE HEREUNDER. THIS LIMITATION OF LIABILITY IS INTENDED TO APPLY WITHOUT REGARD TO WHETHER OTHER PROVISIONS OF THIS LICENSE AGREEMENT HAVE BEEN BREACHED OR HAVE PROVEN INEFFECTIVE. THIS LIMITATION OF LIABILITY SHALL NOT APPLY TO THE INDEMNIFICATION PROVIDED IN SECTION 6 HEREOF. ROGUE WAVE SHALL HAVE NO LIABILITY FOR LOSS OF DATA OR DOCUMENTATION, IT BEING UNDERSTOOD THAT LICENSEE IS RESPONSIBLE FOR REASONABLE BACK-UP PRECAUTIONS. IN NO EVENT SHALL ROGUE WAVE BE LIABLE FOR ANY LOSS OF PROFITS; ANY INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES; OR ANY CLAIMS OR DEMANDS BROUGHT AGAINST LICENSEE, EVEN IF ROGUE WAVE HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH CLAIMS OR DEMANDS. THIS LIMITATION UPON DAMAGES AND CLAIMS IS INTENDED TO APPLY WITHOUT REGARD TO WHETHER OTHER PROVISIONS OF THIS LICENSE AGREEMENT HAVE BEEN BREACHED OR HAVE PROVEN INEFFECTIVE. LICENSEE MAY HAVE ADDITIONAL RIGHTS UNDER CERTAIN LAWS (E.G., CONSUMER LAWS) THAT DO NOT ALLOW THE EXCLUSION OF IMPLIED WARRANTIES, OR THE EXCLUSION OR LIMITATION OF CERTAIN DAMAGES. IF SUCH LAWS APPLY, CERTAIN EXCLUSIONS OR LIMITATIONS MAY NOT APPLY TO LICENSEE; HOWEVER, ALL OTHER RESTRICTIONS AND LIMITATIONS SHALL REMAIN IN EFFECT. 6. INDEMNIFICATION. If a third party claims that the Licensed Software infringes its patent, copyright, or trade secret, or any similar intellectual property right, Rogue Wave will defend Licensee against that claim at Rogue Wave's expense and pay all damages that a court finally awards, provided that Licensee promptly notifies Rogue Wave in writing of the claim, and allows Rogue Wave to control, and cooperates with Rogue Wave in, the defense or any related settlement negotiations. If such a claim is made or appears possible, Licensee agrees to permit Rogue Wave to enable Licensee to continue to use the Licensed Software, or to modify or replace it. If Rogue Wave determines that none of

these alternatives is reasonably available, Licensee will agree to return the Licensed Software on Rogue Wave's written request, and Licensee will then receive a credit equal to the net book value for the Licensed Software determined in accordance with generally accepted accounting principles. However, Rogue Wave has no obligation for any claim based on Licensee’s modification of the Licensed Software or its combination, operation, or use with any product, data, or apparatus not specified or provided by Rogue Wave, provided that such claim solely and necessarily is based on such combination, operation, or use, and such claim would be avoided by combination, operation, or use with products, data, or apparatus specified or provided by Rogue Wave. THIS PARAGRAPH STATES ROGUE WAVE'S ENTIRE OBLIGATION TO LICENSEE WITH RESPECT TO ANY CLAIM OF INFRINGEMENT. 7. TERMINATION. 7.1 Term. The term of this License Agreement will begin as of the date that Licensee receives the Licensed Software and will remain in effect perpetually unless terminated under this Section 7. 7.2 Termination for Cause. Rogue Wave may terminate this License Agreement if Licensee breaches its obligations hereunder. Rogue Wave will effect such termination by giving Licensee notice of termination, specifying therein the alleged breach. If the breach is curable, Licensee will have a grace period of thirty (30) days after such notice is served to cure the breach described therein. If the breach is cured within the thirty (30) day grace period, then this License Agreement will remain in effect; otherwise, this License Agreement will automatically terminate upon the conclusion of the thirty (30) day grace period. 7.3 Effect of Termination. Upon termination of the License Agreement for any reason the following terms shall apply: (a) all rights granted under this License Agreement will immediately terminate and Licensee must immediately stop all use of the Licensed Software; (b) Licensee must return to Rogue Wave or destroy all copies of the Licensed Software provided to or made by or on behalf of Licensee, and will, within ten (10) days after the effective date of termination, provide Rogue Wave with written certification that all such copies have been returned or destroyed; and (c) all provisions of this License Agreement with the exception of the licenses granted in Section 2 and Maintenance and Support obligations set forth in Section 4 will survive termination of this License Agreement for any reason. Termination of the License Agreement will not affect Licensee’s obligation to pay all amounts accrued hereunder prior to the effective date of termination. 8. MISCELLANEOUS. 8.1 Severability. If any term or provision of the License Agreement is found to be invalid under any applicable statute or rule of law, then, that provision notwithstanding, the License Agreement will remain in full force and effect, and in such event, such provision will be changed and interpreted so as to best accomplish the objectives of such unenforceable or invalid provision within the limits of applicable law or applicable court decisions. 8.2 Dispute Resolution. Any unresolved disputes between the parties relating to or arising from this License Agreement shall be settled by arbitration in accordance with the Commercial Arbitration Rules of the American Arbitration Association (the ‘AAA Rules’) before a single neutral and competent arbitrator selected in accordance with the AAA Rules. Such arbitration shall be conducted in Denver, Colorado, U.S.A. in the English language. The cost and expense of arbitration shall be shared equally by the parties to the arbitration, regardless of which party or parties prevail. The arbitration shall be conducted in accordance with the following time schedule unless otherwise mutually agreed to in writing by the parties: (i) no later than thirty (30) days after the appointment of the arbitrator, the arbitrator shall schedule a hearing on the dispute and (ii) within thirty (30) business days after the date of the hearing referenced in clause (i), the arbitrator shall render a decision. The decision or award of the arbitrator shall be final and binding upon the parties, and to the same extent and to the same degree as if the matter had been adjudicated by a court of competent jurisdiction and shall be enforceable under the Federal Arbitration Act. However, the parties agree that any breach of a party’s confidentiality obligations and the license grant and restrictions set forth in this License Agreement will result in irreparable injury to the other party for which there is no adequate remedy at law. Therefore, in the event of any breach or threatened breach of such obligations, the nonbreaching party will be entitled to seek equitable relief in addition to its other available legal remedies without submitting such matter to arbitration. Rogue Wave may also seek relief in court to collect delinquent payments due under the License Agreement. In either case, the prevailing party in such litigation shall be entitled to recover attorney’s fees from the non-prevailing party. 8.3 Governing Law. The License Agreement and the parties’ rights and obligations hereunder shall be solely and exclusively construed, interpreted and enforced under and in accordance with the laws of the State of Colorado, United States of America, without any reference to conflicts of law principles. The parties agree that the U.N. Convention on the International Sale of Goods shall not apply to the License Agreement. 8.4 No Joint Venture. Nothing contained in the License Agreement will be construed so as to make the parties partners or joint venturers or to permit either party to bind the other party to any agreement or purport to act on behalf of the other party in any respect. 8.5 Waiver and Modifications. Failure by either party to enforce any rights under this License Agreement will not be construed as a waiver of such rights, and a waiver by either party of a default hereunder in one or more instances will not be construed as constituting a continuing waiver or as a waiver in other instances. No modification of this License Agreement shall be binding unless it is in writing and is signed by an authorized representative of the party against whom enforcement of the modification is sought. 8.6 Import/Export Law. Licensee may not import, use or otherwise export or re-export the Licensed Software except as authorized by United States law and the laws of the jurisdiction in which the Licensed Software was obtained. 8.7 Taxes. License fees and Maintenance and Support fees are exclusive of, and Licensee will pay, all shipping charges and all taxes, duties and other charges or fees imposed by governmental authorities arising out of the License Agreement or the use of the Licensed Software by Licensee and its Licensed Developer(s). In addition, if any Licensed Software will be delivered to points outside of the United States, all export duties, import duties, tariffs, value added taxes, licenses and other similar taxes, duties and fees will be paid by Licensee. If Licensee is required by the laws of any jurisdiction to deduct or withhold from any payment to Rogue Wave any income taxes which may be levied against Rogue Wave, then Licensee’s payment shall be increased to an amount equal to the pre-tax payment due divided by a factor equal to one minus the applicable foreign tax rate. The tax shall then be applied to and deducted from the increased payment. 8.8 U.S. Government Rights. The Licensed Software is a ‘commercial item’ as that term is defined at 48 C.F.R. 2.101, consisting of ‘commercial computer software’ and ‘commercial computer software documentation’ as such terms are used in 48 C.F.R. 12.212. Consistent with 48 C.F.R. 12.212 and 48 C.F.R. 227.7202-1 through 227.7202-4, all U.S. Government end users acquire the Licensed Software with only those rights set forth in this License Agreement. 8.9 English Language. The parties hereto have expressly required that the present License Agreement be drawn up in the English language. / Les parties aux présentes, ont expressément exigé que la présente Convention soient réedigées en langue anglaise. THE LICENSED SOFTWARE IS PROTECTED BY UNITED STATES COPYRIGHT LAW AND INTERNATIONAL TREATY. UNAUTHORIZED REPRODUCTION OR DISTRIBUTION IS SUBJECT TO CIVIL AND CRIMINAL PENALTIES. Copyright 1995-2004, Quovadx, Inc. All Rights Reserved. Protected by copyright and licenses restricting use, copying, distribution and decompilation. The Rogue Wave name and logo and the Stingray name and logo are either registered trademarks or trademarks of Quovadx, Inc. in the United States and/or other countries. Rogue Wave Stingray License Terms and Conditions (Rev. 2-Feb-2004)

GNU LESSER GENERAL PUBLIC LICENSE Version 3, 29 June 2007 Copyright © 2007 Free Software Foundation, Inc. Everyone is permitted to copy and distribute verbatim copies of this license document, but changing it is not allowed. This version of the GNU Lesser General Public License incorporates the terms and conditions of version 3 of the GNU General Public License, supplemented by the additional permissions listed below. 0. Additional Definitions. As used herein, “this License” refers to version 3 of the GNU Lesser General Public License, and the “GNU GPL” refers to version 3 of the GNU General Public License. “The Library” refers to a covered work governed by this License, other than an Application or a Combined Work as defined below. An “Application” is any work that makes use of an interface provided by the Library, but which is not otherwise based on the Library. Defining a subclass of a class defined by the Library is deemed a mode of using an interface provided by the Library. A “Combined Work” is a work produced by combining or linking an Application with the Library. The particular version of the Library with which the Combined Work was made is also called the “Linked Version”. The “Minimal Corresponding Source” for a Combined Work means the Corresponding Source for the Combined Work, excluding any source code for portions of the Combined Work that, considered in isolation, are based on the Application, and not on the Linked Version. The “Corresponding Application Code” for a Combined Work means the object code and/or source code for the Application, including any data and utility programs needed for reproducing the Combined Work from the Application, but excluding the System Libraries of the Combined Work. 1. Exception to Section 3 of the GNU GPL. You may convey a covered work under sections 3 and 4 of this License without being bound by section 3 of the GNU GPL. 2. Conveying Modified Versions. If you modify a copy of the Library, and, in your modifications, a facility refers to a function or data to be supplied by an Application that uses the facility (other than as an argument passed when the facility is invoked), then you may convey a copy of the modified version: * a) under this License, provided that you make a good faith effort to ensure that, in the event an Application does not supply the function or data, the facility still operates, and performs whatever part of its purpose remains meaningful, or * b) under the GNU GPL, with none of the additional permissions of this License applicable to that copy. 3. Object Code Incorporating Material from Library Header Files. The object code form of an Application may incorporate material from a header file that is part of the Library. You may convey such object code under terms of your choice, provided that, if the incorporated material is not limited to numerical parameters, data structure layouts and accessors, or small macros, inline functions and templates (ten or fewer lines in length), you do both of the following: * a) Give prominent notice with each copy of the object code that the Library is used in it and that the Library and its use are covered by this License. * b) Accompany the object code with a copy of the GNU GPL and this license document. 4. Combined Works. You may convey a Combined Work under terms of your choice that, taken together, effectively do not restrict modification of the portions of the Library contained in the Combined Work and reverse engineering for debugging such modifications, if you also do each of the following: * a) Give prominent notice with each copy of the Combined Work that the Library is used in it and that the Library and its use are covered by this License. * b) Accompany the Combined Work with a copy of the GNU GPL and this license document. * c) For a Combined Work that displays copyright notices during execution, include the copyright notice for the Library among these notices, as well as a reference directing the user to the copies of the GNU GPL and this license document. * d) Do one of the following: o 0) Convey the Minimal Corresponding Source under the terms of this License, and the Corresponding Application Code in a form suitable for, and under terms that permit, the user to recombine or relink the Application with a modified version of the Linked Version to produce a modified Combined Work, in the manner specified by section 6 of the GNU GPL for conveying Corresponding Source. o 1) Use a suitable shared library mechanism for linking with the Library. A suitable mechanism is one that (a) uses at run time a copy of the Library already present on the user's computer system, and (b) will operate properly with a modified version of the Library that is interface-compatible with the Linked Version. * e) Provide Installation Information, but only if you would otherwise be required to provide such information under section 6 of the GNU GPL, and only to the extent that such information is necessary to install and execute a modified version of the Combined Work produced by recombining or relinking the Application with a modified version of the Linked Version. (If you use option 4d0, the Installation Information must accompany the Minimal Corresponding Source and Corresponding Application Code. If you use option 4d1, you must provide the Installation Information in the manner specified by section 6 of the GNU GPL for conveying Corresponding Source.) 5. Combined Libraries. You may place library facilities that are a work based on the Library side by side in a single library together with other library facilities that are not Applications and are not covered by this License, and convey such a combined library under terms of your choice, if you do both of the following: * a) Accompany the combined library with a copy of the same work based on the Library, uncombined with any other library facilities, conveyed under the terms of this License. * b) Give prominent notice with the combined library that part of it is a work based on the Library, and explaining where to find the accompanying uncombined form of the same work. 6. Revised Versions of the GNU Lesser General Public License. The Free Software Foundation may publish revised and/or new versions of the GNU Lesser General Public License from time to time. Such new versions will be similar in spirit to the present version, but may differ in detail to address new problems or concerns. Each version is given a distinguishing version number. If the Library as you received it specifies that a certain numbered version of the GNU Lesser General Public License “or any later version” applies to it, you have the option of following the terms and conditions either of that published version or of any later version published by the Free Software Foundation. If the Library as you received it does not specify a version number of the GNU Lesser General Public License, you may choose any version of the GNU Lesser General Public License ever published by the Free Software Foundation. If the Library as you received it specifies that a proxy can decide whether future versions of the GNU Lesser General Public License shall apply, that proxy's public statement of acceptance of any version is permanent authorization for you to choose that version for the Library.

AspectJTM Compiler and Core Tools License This is a binary-only release. Source code is available from http://eclipse.org/aspectj The Eclipse Foundation makes available all content in this distribution ("Content"). Unless otherwise indicated below, the Content is provided to you under the terms and conditions of the Eclipse Public License Version 1.0 ("EPL"). A copy of the EPL is available at http://www.eclipse.org/legal/epl-v10.html. For purposes of the EPL, "Program" will mean the Content. If you did not receive this Content directly from the Eclipse Foundation, the Content is being redistributed by another party ("Redistributor") and different terms and conditions may apply to your use of any object code in the Content. Check the Redistributor's license that was provided with the Content. If no such license exists, contact the Redistributor. Unless otherwise indicated below, the terms and conditions of the EPL still apply to any source code in the Content and such source code may be obtained at http://www.eclipse.org. Third Party Content The Content includes items that have been sourced from third parties as set out below. If you did not receive this Content directly from the Eclipse Foundation, the following is provided for informational purposes only, and you should look to the RedistributorÕs license

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If no About, Feature License, or Feature Update License is provided, please contact the Eclipse Foundation to determine what terms and conditions govern that particular Content. Use of Provisioning Technology The Eclipse Foundation makes available provisioning software, examples of which include, but are not limited to, p2 and the Eclipse Update Manager ("Provisioning Technology") for the purpose of allowing users to install software, documentation, information and/or other materials (collectively "Installable Software"). This capability is provided with the intent of allowing such users to install, extend and update Eclipse-based products. Information about packaging Installable Software is available at http://eclipse.org/equinox/p2/repository_packaging.html ("Specification"). You may use Provisioning Technology to allow other parties to install Installable Software. You shall be responsible for enabling the applicable license agreements relating to the Installable Software to be presented to, and accepted by, the users of the Provisioning Technology in accordance with the

Specification. By using Provisioning Technology in such a manner and making it available in accordance with the Specification, you further acknowledge your agreement to, and the acquisition of all necessary rights to permit the following: 1. A series of actions may occur ("Provisioning Process") in which a user may execute the Provisioning Technology on a machine ("Target Machine") with the intent of installing, extending or updating the functionality of an Eclipse-based product. 2. During the Provisioning Process, the Provisioning Technology may cause third party Installable Software or a portion thereof to be accessed and copied to the Target Machine. 3. Pursuant to the Specification, you will provide to the user the terms and conditions that govern the use of the Installable Software ("Installable Software Agreement") and such Installable Software Agreement shall be accessed from the Target Machine in accordance with the Specification. Such Installable Software Agreement must inform the user of the terms and conditions that govern the Installable Software and must solicit acceptance by the end user in the manner prescribed in such Installable Software Agreement. Upon such indication of agreement by the user, the provisioning Technology will complete installation of the Installable Software. Cryptography Content may contain encryption software. The country in which you are currently may have restrictions on the import, possession, and use, and/or re-export to another country, of encryption software. BEFORE using any encryption software, please check the country's laws, regulations and policies concerning the import, possession, or use, and re-export of encryption software, to see if this is permitted. Java and all Java-based trademarks are trademarks of Oracle Corporation in the United States, other countries, or both.

Eclipse Public License - v 1.0 THE ACCOMPANYING PROGRAM IS PROVIDED UNDER THE TERMS OF THIS ECLIPSE PUBLIC LICENSE ("AGREEMENT"). ANY USE, REPRODUCTION OR DISTRIBUTION OF THE PROGRAM CONSTITUTES RECIPIENT'S ACCEPTANCE OF THIS AGREEMENT. 1. DEFINITIONS "Contribution" means: a) in the case of the initial Contributor, the initial code and documentation distributed under this Agreement, and b) in the case of each subsequent Contributor: i) changes to the Program, and ii) additions to the Program; where such changes and/or additions to the Program originate from and are distributed by that particular Contributor. A Contribution 'originates' from a Contributor if it was added to the Program by such Contributor itself or anyone acting on such Contributor's behalf. Contributions do not include additions to the Program which: (i) are separate modules of software distributed in conjunction with the Program under their own license agreement, and (ii) are not derivative works of the Program. "Contributor" means any person or entity that distributes the Program. "Licensed Patents " mean patent claims licensable by a Contributor which are necessarily infringed by the use or sale of its Contribution alone or when combined with the Program. "Program" means the Contributions distributed in accordance with this Agreement. "Recipient" means anyone who receives the Program under this Agreement, including all Contributors. 2. GRANT OF RIGHTS a) Subject to the terms of this Agreement, each Contributor hereby grants Recipient a non-exclusive, worldwide, royalty-free copyright license to reproduce, prepare derivative works of, publicly display, publicly perform, distribute and sublicense the Contribution of such Contributor, if any, and such derivative works, in source code and object code form. b) Subject to the terms of this Agreement, each Contributor hereby grants Recipient a non-exclusive, worldwide, royalty-free patent license under Licensed Patents to make, use, sell, offer to sell, import and otherwise transfer the Contribution of such Contributor, if any, in source code and object code form. This patent license shall apply to the combination of the Contribution and the Program if, at the time the Contribution is added by the Contributor, such addition of the Contribution causes such combination to be covered by the Licensed Patents. The patent license shall not apply to any other combinations which include the Contribution. No hardware per se is licensed hereunder. c) Recipient understands that although each Contributor grants the licenses to its Contributions set forth herein, no assurances are provided by any Contributor that the Program does not infringe the patent or other intellectual property rights of any other entity. Each Contributor disclaims any liability to Recipient for claims brought by any other entity based on infringement of intellectual property rights or otherwise. As a condition to exercising the rights and licenses granted hereunder, each Recipient hereby assumes sole responsibility to secure any other intellectual property rights needed, if any. For example, if a third party patent license is required to allow Recipient to distribute the Program, it is Recipient's responsibility to acquire that license before distributing the Program. d) Each Contributor represents that to its knowledge it has sufficient copyright rights in its Contribution, if any, to grant the copyright license set forth in this Agreement. 3. REQUIREMENTS A Contributor may choose to distribute the Program in object code form under its own license agreement, provided that: a) it complies with the terms and conditions of this Agreement; and b) its license agreement: i) effectively disclaims on behalf of all Contributors all warranties and conditions, express and implied, including warranties or conditions of title and non-infringement, and implied warranties or conditions of merchantability and fitness for a particular purpose; ii) effectively excludes on behalf of all Contributors all liability for damages, including direct, indirect, special, incidental and consequential damages, such as lost profits; iii) states that any provisions which differ from this Agreement are offered by that Contributor alone and not by any other party; and iv) states that source code for the Program is available from such Contributor, and informs licensees how to obtain it in a reasonable manner on or through a medium customarily used for software exchange. When the Program is made available in source code form: a) it must be made available under this Agreement; and b) a copy of this Agreement must be included with each copy of the Program. Contributors may not remove or alter any copyright notices contained within the Program. Each Contributor must identify itself as the originator of its Contribution, if any, in a manner that reasonably allows subsequent Recipients to identify the originator of the Contribution. 4. COMMERCIAL DISTRIBUTION Commercial distributors of software may accept certain responsibilities with respect to end users, business partners and the like. While this license is intended to facilitate the commercial use of the Program, the Contributor who includes the Program in a commercial product offering should do so in a manner which does not create potential liability for other Contributors. Therefore, if a Contributor includes the Program in a commercial product offering, such Contributor ("Commercial Contributor") hereby agrees to defend and indemnify every other Contributor ("Indemnified Contributor") against any losses, damages and costs (collectively "Losses") arising from claims, lawsuits and other legal actions brought by a third party against the Indemnified Contributor to the extent caused by the acts or omissions of such Commercial Contributor in connection with its distribution of the Program in a commercial product offering. The obligations in this section do not apply to any claims or Losses relating to any actual or alleged intellectual property infringement. In order to qualify, an Indemnified Contributor must: a) promptly notify the Commercial Contributor in writing of such claim, and b) allow the Commercial Contributor to control, and cooperate with the Commercial Contributor in, the defense and any related settlement negotiations. The Indemnified Contributor may participate in any such claim at its own expense. For example, a Contributor might include the Program in a commercial product offering, Product X. That Contributor is then a Commercial Contributor. If that Commercial Contributor then makes performance claims, or offers warranties related to Product X, those performance claims and warranties are such Commercial Contributor's responsibility alone.

Under this section, the Commercial Contributor would have to defend claims against the other Contributors related to those performance claims and warranties, and if a court requires any other Contributor to pay any damages as a result, the Commercial Contributor must pay those damages. 5. NO WARRANTY EXCEPT AS EXPRESSLY SET FORTH IN THIS AGREEMENT, THE PROGRAM IS PROVIDED ON AN "AS IS" BASIS, WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, EITHER EXPRESS OR IMPLIED INCLUDING, WITHOUT LIMITATION, ANY WARRANTIES OR CONDITIONS OF TITLE, NON-INFRINGEMENT, MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. Each Recipient is solely responsible for determining the appropriateness of using and distributing the Program and assumes all risks associated with its exercise of rights under this Agreement , including but not limited to the risks and costs of program errors, compliance with applicable laws, damage to or loss of data, programs or equipment, and unavailability or interruption of operations. 6. DISCLAIMER OF LIABILITY EXCEPT AS EXPRESSLY SET FORTH IN THIS AGREEMENT, NEITHER RECIPIENT NOR ANY CONTRIBUTORS SHALL HAVE ANY LIABILITY FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING WITHOUT LIMITATION LOST PROFITS), HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OR DISTRIBUTION OF THE PROGRAM OR THE EXERCISE OF ANY RIGHTS GRANTED HEREUNDER, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. 7. GENERAL If any provision of this Agreement is invalid or unenforceable under applicable law, it shall not affect the validity or enforceability of the remainder of the terms of this Agreement, and without further action by the parties hereto, such provision shall be reformed to the minimum extent necessary to make such provision valid and enforceable. If Recipient institutes patent litigation against any entity (including a cross-claim or counterclaim in a lawsuit) alleging that the Program itself (excluding combinations of the Program with other software or hardware) infringes such Recipient's patent(s), then such Recipient's rights granted under Section 2(b) shall terminate as of the date such litigation is filed. All Recipient's rights under this Agreement shall terminate if it fails to comply with any of the material terms or conditions of this Agreement and does not cure such failure in a reasonable period of time after becoming aware of such noncompliance. If all Recipient's rights under this Agreement terminate, Recipient agrees to cease use and distribution of the Program as soon as reasonably practicable. However, Recipient's obligations under this Agreement and any licenses granted by Recipient relating to the Program shall continue and survive. Everyone is permitted to copy and distribute copies of this Agreement, but in order to avoid inconsistency the Agreement is copyrighted and may only be modified in the following manner. The Agreement Steward reserves the right to publish new versions (including revisions) of this Agreement from time to time. No one other than the Agreement Steward has the right to modify this Agreement. The Eclipse Foundation is the initial Agreement Steward. The Eclipse Foundation may assign the responsibility to serve as the Agreement Steward to a suitable separate entity. Each new version of the Agreement will be given a distinguishing version number. The Program (including Contributions) may always be distributed subject to the version of the Agreement under which it was received. In addition, after a new version of the Agreement is published, Contributor may elect to distribute the Program (including its Contributions) under the new version. Except as expressly stated in Sections 2(a) and 2(b) above, Recipient receives no rights or licenses to the intellectual property of any Contributor under this Agreement, whether expressly, by implication, estoppel or otherwise. All rights in the Program not expressly granted under this Agreement are reserved. This Agreement is governed by the laws of the State of New York and the intellectual property laws of the United States of America. No party to this Agreement will bring a legal action under this Agreement more than one year after the cause of action arose. Each party waives its rights to a jury trial in any resulting litigation.

SAP® BUSINESSOBJECTS™ LICENSE AGREEMENT IMPORTANT-READ CAREFULLY: THIS IS A LEGAL AGREEMENT BETWEEN YOU AND SAP BUSINESSOBJECTS FOR THE SAP BUSINESSOBJECTS SOFTWARE ACCOMPANYING THIS AGREEMENT, WHICH MAY INCLUDE COMPUTER SOFTWARE, ASSOCIATED MEDIA, PRINTED MATERIALS AND ONLINE OR ELECTRONIC DOCUMENTATION (“SOFTWARE”). BEFORE CONTINUING WITH THE INSTALLATION OF THE SOFTWARE, YOU MUST READ, ACKNOWLEDGE AND ACCEPT THE TERMS AND CONDITIONS OF THE SOFTWARE LICENSE AGREEMENT THAT FOLLOWS (“AGREEMENT”). IF YOU DO NOT ACCEPT THE TERMS AND CONDITIONS OF THE AGREEMENT, YOU MAY RETURN, WITHIN THIRTY (30) DAYS OF PURCHASE, THE SOFTWARE TO THE PLACE YOU OBTAINED IT FOR A FULL REFUND. 1. GRANT OF LICENSE. SAP BusinessObjects grants you a nonexclusive and limited license to use the Software products and functionalities for which you have paid the applicable fees solely for your internal business purposes and in accordance with the terms and conditions of this Agreement. The Software is licensed, not sold, to you. If you acquired this product as a special offer or as a promotional license included with another SAP BusinessObjects product, additional restrictions apply as set forth in section 3.9 (“Promotional License”) below. If you acquired this product bundled or in combination with a third party product, you may only use the Product with the third party product as described in section 3.6 (“Restricted License”) below. This license does not apply to any other software program provided with the Software, including promotional software, which is governed by the online software license agreement included with that software. If you acquire or are provided with any directories, components, connectors, utilities, data, or other items from SAP BusinessObjects for use with the Software (the “Additional Technology”), your use of the Additional Technology shall be in accordance with the terms, conditions, obligations and restrictions of this Agreement. The term “Software” as used herein, shall be deemed to include the Additional Technology and Third Party Products. “SAP BusinessObjects” is the Business Objects company from whom you are purchasing the Software or related services, either directly or indirectly through a reseller; or if no Business Objects company exists in your country, then Business Objects Software Limited. 2. INSTALLATION AND USE. You may install and use the Software only in the configuration and for the number of licenses acquired by you. You may also install non-production copies of the Software as is reasonably necessary for disaster recovery, emergency restart and backup, including, but not limited to making copies for such purposes for use at one or more disaster recovery sites. In order to exercise your rights to the Software under this License Agreement you must activate your copy of the Software in the manner described during the launch sequence. SAP BusinessObjects may control the number and type of licenses and the use of the Software by key codes. 3. LICENSE TYPES, AND DEFINITIONS. 3.1. Application License. An Application License permits you to install a single instance of the Software in a single or multi-server environment and to allow users with a NUL for such Software to access and use the Software. Each Application License is assigned to a single Deployment, and may not be shared among different Deployments. 3.2. Named User License (“NUL”). When the Software is licensed on a Named User basis, each individual end user must be specifically identified as the sole holder of a NUL. The sharing of the NUL by

more than one individual is expressly prohibited. In addition, NUL(s) may not be transferred from one individual to another unless the original end user no longer requires, and is no longer permitted, access to the Software. 3.3. Concurrent Access License (“CAL”). When the Software is licensed on a Concurrent Access basis, the aggregate number of end users accessing the Software at any one time may not exceed the number of CALs you have obtained. CAL(s) are assigned to a particular Deployment, and may not be shared among different Deployments. When using Concurrent Access licenses, you may not utilize a program or system to cache or queue report requests. 3.4. Processor or CPU License. When the Software is licensed on a Processor or CPU basis the aggregate number of central processing units (“Processors”) running any Software components(s) (except as to the following components of Crystal Enterprise: the Web Connector, SDK, Report Publishing Wizard and report viewers) may not exceed the number of Processors or CPU licensed. A multi-core chip Processor with N processor cores shall be counted as follows: the first processor core in each physical CPU shall be counted as 1 Processor or CPU, and each incremental processor core in each physical CPU shall be counted as 0.5 Processor or CPU. 3.5. Server License. When the Software is licensed on a Server basis, the Software may be loaded onto a single computer with up to four (4) Processors or CPUs. A multi-core chip Processor with N processor cores shall be counted as follows: the first processor core in each physical CPU shall be counted as 1 Processor, and each incremental processor core in each physical CPU shall be counted as 0.5 Processor. 3.6. Subscription License. When the Software is licensed on a Subscription basis, you are granted a non-exclusive and non-transferable license to use the Software for a twelve-month term, renewable annually at Licensor’s then current rate or such other term as mutually agreed by the parties. 3.7. Restricted License. If you acquired the Software bundled or otherwise provided in combination with or for use with a third party product (OEM Application), you have acquired a Restricted License. You may use each licensed copy of the Software only in conjunction with the OEM Application with which it was provided. Accessing data that is not specifically created or used by the OEM Application is in violation of this license. If the OEM Application requires the use of a data mart or data warehouse, the Software may be used with the data mart or data warehouse only to access data created or processed by the OEM Application. If you acquired Crystal Xcelsius bundled or otherwise provided in combination with Planning Applications, you have acquired a Restricted License with respect to Crystal Xcelsius. You may use Crystal Xcelsius only in conjunction with the Planning Applications, and accessing data that is not specifically created or used by the Planning Applications is in violation of this license. Restricted Licenses may not be combined with unrestricted licenses in the same Deployment. 3.8. Development License. If you receive a Development License, you may use the number and type of licenses acquired only to develop or test Development. A Development License cannot be used in or transferred to a production environment. 3.9. Update License. If you received the Software as an update to a previously licensed product, your license to use the Software is limited to the aggregate number of licenses you have acquired for the previous product. If you choose to use the Software and the previous product simultaneously, the aggregate number of licenses used to access the Software and the previous product may not exceed the aggregate number of licenses you acquired for the previous product. 3.10. Promotional License. If you received the Software as a special offer or promotional license (“Promotional License”), you may only use the Promotional Licenses with a new Deployment. Promotional Licenses may not be added to or used with an existing Deployment or Project. 3.11. Evaluation/Not for Resale License. An Evaluation or Not For Resale License may be used only for the number and type of licenses specified and for the period specified on the Software packaging, ordering or shipping documentation. Upon expiration of such specified period, the Software associated with an Evaluation or Not For Resale license will not function unless Licensee has obtained applicable permanent license keys. If the ordering or shipping documentation specifies a particular project, the Software may be used only with that project. An Evaluation License may only be used for evaluation purposes and may not be used for production purposes. Notwithstanding any other provision of this Agreement, Software provided under an Evaluation or Not for Resale License are provided “AS-IS” without warranty of any kind, express or implied. An Evaluation License or Not for Resale License may be terminated by SAP BusinessObjects upon written notice at any time. 3.12. Definitions. “Deployment” means a single installation of one of the following Software modules: Repository, Security Domain, Central Management Server (“CMS”) or CMS Cluster. “Project” means one or more Deployments (a) providing the same or substantially similar reports; (b) utilizing the same or a substantially similar custom application interface; or (c) used with applications consisting of related modules or components. 3.13. Third Party Products. “Third Party Product” means any product listed on SAP BusinessObjects’ Third Party Price List, or otherwise specified as a third party product on the ordering documentation or the SAP BusinessObjects product documentation. If included with the Third Party Product, use thereof is solely governed by the terms and conditions of the shrink-wrap or click-wrap agreement accompanying such Third Party Product (“Third Party End User Agreement”). All Third Party Products are restricted for use solely in conjunction with the particular Software intended by Licensor to be used therewith or with which SAP BusinessObjects provides the Third Party Product, and may not be used with any other SAP BusinessObjects products, or on a stand alone basis 4. PRODUCT SPECIFIC USE RIGHTS. Additional terms relating to your use of the Software are found at www.sap.com/company/licenses/product-use-rights, which are incorporated herein by this reference. You acknowledge and agree that these additional terms form an integral part of this Agreement. 5. OWNERSHIP. SAP BusinessObjects and/or its suppliers retain all right, title and interest in and to the Software and all copies at all times, regardless of the form or media in or on which the original or other copies may subsequently exist. You neither own nor hereby acquire any claim or right of ownership to the Software or to any related patents, copyrights, trademarks or other intellectual property. You agree to retain the Software, the terms of this Agreement as well as any Software benchmark or similar tests (whether performed by you, SAP BusinessObjects or any third party) in confidence and prevent them from unauthorized disclosure or use except with SAP BusinessObjects’ prior written consent. SAP BusinessObjects and/or its suppliers reserve all rights not expressly granted to you. SAP BusinessObjects’ suppliers are the intended third party beneficiaries of this License Agreement and have the express right to rely upon and directly enforce the terms set forth herein. 6. COPYRIGHT. The Software is copyrighted by SAP BusinessObjects and/or its suppliers and is protected by United States copyright and patent laws and international treaty provisions. You may not copy the Software except: (a) to provide a non-production backup copy; or (b) to install the Software components licensed by you, as set forth in Sections 2, on to computers as part of executing the Software. Solely with respect to the documentation included with the Software, you may make a reasonable number of copies (either in hardcopy or electronic form), provided that such copies shall be used only by licensed end users in conjunction with their use of the Software and are not republished or distributed to any third party. You must reproduce and include all copyright notices, trademarks or other proprietary legends of SAP BusinessObjects and its suppliers on any copy of the Software or documentation made by you. Any and all other copies of the Software made by you are in violation of this License Agreement. 7. RESTRICTIONS. Except as expressly permitted by this License Agreement or by applicable law you may not: (a) lease, loan, resell, assign, sublicense, or otherwise distribute the Software or any of the rights granted by this License Agreement without the express written permission of SAP BusinessObjects; (b) use the Software to provide or operate Application Service Provider (ASP), service bureau, marketing, third party training, outsourcing services, or consulting services, or any other commercial service related to the

Software such as develop training materials; (c) modify (even for purposes of error correction), adapt, or translate the Software or create derivative works therefrom except as necessary to configure the Software using the menus, options and tools provided for such purposes and contained in the Software; (d) in any way reverse engineer, disassemble or decompile the Software or the .RPT report file format (including reverse compiling to ensure interoperability) or any portion thereof except to the extent and for the express purposes authorized by applicable law notwithstanding this limitation; (e) use the Software to develop a product which is competitive with any SAP BusinessObjects product offerings; (f) use the Software to develop a product that converts the report file (.RPT) format to an alternative report file format used by any general-purpose report writing, data analysis or report delivery product that is not the property of SAP BusinessObjects; (g) use unauthorized keycode(s) or distribute keycode(s); (h) disclose any Software benchmark results to any third party without SAP BusinessObjects’ prior written approval, (i) permit third party access to, or use of the Software except as expressly permitted herein, and (j) distribute or publish keycode(s). If you wish to exercise any right to reverse engineer to ensure interoperability in accordance with applicable law, you shall first provide written notice to SAP BusinessObjects and permit SAP BusinessObjects, at its discretion, to make an offer to provide information and assistance reasonably required to ensure Software interoperability with your other products for a fee to be mutually agreed upon (if any). 8. LIMITED WARRANTY AND REMEDY. (a) Excluding Third Party Products, SAP BusinessObjects warrants to you that: (i) for a period of six (6) months from delivery of the Software, the Software will substantially conform to the functional description set forth in its standard documentation; and (ii) for a period of six (6) months from delivery the physical media (e.g., CD-ROM, DVD, and Electronic Software Distribution) will be free from defects in materials and workmanship. Any implied warranties on the Software and Third Party Products and media are limited to thirty (30) days from delivery, to the extent such warranties cannot be disclaimed under Section 8(c) below. The above warranties specifically exclude defects resulting from accident, abuse, unauthorized repair, modifications, or enhancements, or misapplication. SAP BusinessObjects does not warrant that use of the Software will operate uninterrupted or error free. Delivery of additional copies of, or revisions or upgrades to, the Software, including releases provided under Support Services, shall not restart or otherwise affect the warranty period. (b) Your exclusive remedy for breach of the above-stated limited warranty shall be, at SAP BusinessObjects' option, either: (i) correction or replacement of the Software with product(s) which conform to the above-stated limited warranty; or (ii) return of the price paid for the Software and termination of this License Agreement with respect to those copies not in compliance. Such remedy shall be provided to you by SAP BusinessObjects only if you give SAP BusinessObjects written notice of any breach of the above-stated limited warranty, within six (6) months of delivery of the Software. (C) EXCEPT FOR EXPRESS WARRANTIES STATED IN THIS SECTION 8, SAP BUSINESSOBJECTS AND ITS SUPPLIERS DISCLAIM ALL OTHER WARRANTIES, INCLUDING WITHOUT LIMITATION, ANY IMPLIED WARRANTY (I) OF MERCHANTABILITY, (II) OF FITNESS FOR A PARTICULAR PURPOSE, (III) OF NON-INFRINGEMENT OF THIRD PARTY RIGHTS, OR (IV) AGAINST HIDDEN DEFECTS. SOME STATES/JURISDICTIONS DO NOT ALLOW THE EXCLUSION OF IMPLIED WARRANTIES, SO THE ABOVE EXCLUSION MAY NOT APPLY TO YOU, AND YOU MAY HAVE OTHER LEGAL RIGHTS THAT VARY FROM STATE TO STATE OR BY JURISDICTION. YOU ACKNOWLEDGE THAT IN ENTERING INTO THIS AGREEMENT, YOU HAVE RELIED UPON YOUR OWN EXPERIENCE, SKILL AND JUDGEMENT TO EVALUATE THE SOFTWARE AND THAT YOU HAVE SATISFIED YOURSELF AS TO THE SUITABILITY OF THE SOFTWARE TO MEET YOUR REQUIREMENTS. 9. LIMITATION OF LIABILITY. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT WILL SAP BUSINESSOBJECTS OR ITS DISTRIBUTORS, SUPPLIERS OR AFFILIATES BE LIABLE TO YOU OR ANY THIRD PARTY FOR ANY INDIRECT, SPECIAL, INCIDENTAL, CONSEQUENTIAL OR PUNITIVE DAMAGES, INCLUDING WITHOUT LIMITATION, ANY LOST PROFITS OR REVENUES, LOSS OR INACCURANCY OF ANY DATA, OR COST OF SUBSTITUTE GOODS, REGARDLESS OF THE THEORY OF LIABILITY (INCLUDING NEGLIGENCE) AND EVEN IF SAP BUSINESSOBJECTS HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. SAP BUSINESSOBJECTS AND ITS SUPPLIERS’ AGGREGATE LIABILITY TO YOU FOR ACTUAL DIRECT DAMAGES FOR ANY CAUSE WHATSOEVER SHALL BE LIMITED TO THE SOFTWARE LICENSE FEES PAID BY YOU FOR THE SOFTWARE OR THE FEES PAID BY YOU FOR THE SERVICE DIRECTLY CAUSING THE DAMAGES. SAP BUSINESSOBJECTS WILL NOT BE LIABLE FOR DAMAGES FROM THIRD PARTY PRODUCTS. THESE LIMITATIONS WILL APPLY NOTWITHSTANDING ANY FAILURE OF ESSENTIAL PURPOSE OF ANY LIMITED REMEDY. THE FOREGOING ALLOCATION OF RISK IS REFLECTED IN THE FEES CHARGED UNDER THIS LICENSE AGREEMENT. SOME STATES/JURISDICTIONS DO NOT ALLOW THE LIMITATION OR EXCLUSION OF LIABILITY IN CERTAIN CIRCUMSTANCES INCLUDED IN THIS SECTION, SO THE ABOVE LIMITATION MAY NOT APPLY TO YOU ONLY IN SUCH CIRCUMSTANCES. 10. SUPPORT SERVICES. If you purchased Support Services, SAP BusinessObjects will provide to you product support services for the Software in accordance with SAP BusinessObjects then current Support Services terms and conditions. If you purchase Support Services for the Software, you must purchase Support Services for all authorized copies of said Software in your possession. Notwithstanding the foregoing, SAP BusinessObjects does not provide Support Services for Third Party Products. 11. TERMINATION. Except where the Software is licensed on a subscription basis or as otherwise specified in an Order Schedule, a Purchase Order or any written SAP BusinessObjects price quotation duly referenced in a Purchase Order, the Software licenses granted hereunder shall be perpetual. If the Software are licensed on a subscription basis and unless the term of the subscription is renewed on or prior to the expiration of the then current term of the Subscription License, the applicable Subscription License shall terminate. Notwithstanding the foregoing, SAP BusinessObjects may immediately terminate this Agreement and any licenses and services provided hereunder if: (i) SAP BusinessObjects notifies you in writing of a breach and such breach is not cured within thirty (30) days; or (ii) you make an assignment for the benefit of creditors or proceedings are commenced by or for you under any bankruptcy, insolvency, or debtor's relief law. Termination shall not relieve you from your obligation to pay fees that remain unpaid and shall not limit either party from pursuing other available remedies. Upon termination by SAP BusinessObjects of this Agreement or any part thereof, SAP BusinessObjects shall have no obligation to refund to you any fees paid by you, and you agree to waive, in perpetuity and unconditionally, any and all claims for refunds. If a Software license is revoked or expired, you must certify in writing to SAP BusinessObjects that you have immediately un-installed and destroyed all copies of the Software within thirty (30) days of such revocation/expiration. The following Sections survive termination of this Agreement: 8(c), 9, 11, 13, 15, and 17. 12. AUDIT. During the term of this Agreement and for three (3) years after termination or expiration, SAP BusinessObjects may audit, upon reasonable notice to you and at SAP BusinessObjects’ expense, your books and records to determine your compliance with this Agreement. In the event any such audit reveals that you have underpaid SAP BusinessObjects by an amount greater than five percent (5%) of the amounts due SAP BusinessObjects in the period being audited, or that you have knowingly breached any material obligation hereunder, then, in addition to such other remedies as SAP

BusinessObjects may have, you shall pay or reimburse to SAP BusinessObjects the cost of the audit. 13. GENERAL. Except as otherwise preempted by United States federal law, this Agreement is governed by the laws of the State of New York, United States, without reference to conflict of laws provisions and the United Nations 1980 Convention on Contracts for the International Sale of Goods and any amendments thereto. If any provision of this Agreement is ruled invalid, such invalidity shall not affect the validity of the remaining portions of this Agreement. This Agreement constitutes the entire agreement between you and SAP BusinessObjects, and supersedes any prior agreement, whether written or oral, relating to the subject matter of this Agreement. This Agreement may not be modified except by an instrument in writing duly signed by an authorized representative of each of the parties. If you are acquiring the Software on behalf of an entity, you represent and warrant that you have the legal capacity to bind such entity to this Agreement. All terms of any purchase order or other ordering document submitted by you shall be superseded by this Agreement. In the event you and SAP BusinessObjects have executed a mutually agreed upon a separately Master Software License Agreement (“MSLA”) and acquired the Software pursuant to such MSLA, the terms of the MSLA may govern your use of the Software and the terms of this Agreement shall be superseded by the MSLA. The product name for the Software is a trademark or registered trademark of SAP BusinessObjects. Should you have questions concerning this License Agreement, please contact your local SAP BusinessObjects sales office or authorized reseller, or write to: SAP BusinessObjects, Attn: Contracts Department, 3410 Hillview Ave., Palo Alto, CA 94304, USA. 14. U.S. GOVERNMENT RESTRICTED RIGHTS. The Software is a "commercial item," as that term is defined at 48 C.F.R. 2.101 (Oct. 1995), consisting of "commercial computer software" and "commercial computer software documentation," as such terms are used in 48 C.F.R. 12.212 (Sept. 1995). Consistent with 48 C.F.R. 12.212 and 48 C.F.R. 227.7202-1 through 227.7202-4 (June 1995) (or an equivalent provision, e.g., in supplements of various U.S. government agencies, as applicable), all U.S. Government users acquire the Software with only those rights set forth herein. Manufacturer is SAP BusinessObjects, 3410 Hillview Ave., Palo Alto, CA 94304, USA. 15. EXPORT CONTROLS. The use of this Software is subject to the U.S. Export Administration Regulations. You agree to the following: (a) you are not a citizen, national or resident of, and am not under the control of, the government of Cuba, Iran, North Korea, Syria, Sudan nor any other country to which the United States has prohibited export; (b) you will not export or re-export the Software, directly or indirectly, neither to the above mentioned countries nor to citizens, nationals or residents of those countries; (c) you are not listed on the United States Department of Treasury lists of Specially Designated Nationals, Specially Designated Terrorists, and Specially Designated Narcotic Traffickers, nor are you listed on the United States Department of Commerce Table of Denial Orders; (d) you will not export or re-export the Software, directly, or indirectly, to persons on the above mentioned lists; and (e) you will not use the Software for, and will not allow the Software to be used for, any purposes prohibited by United States law, including, without limitation, for the development, design, manufacture or production of nuclear, chemical or biological weapons of mass destruction. For more information, see www.sap.com/company/export. 16. ORDER TERMS. Purchase orders conforming to SAP BusinessObjects purchase order requirements may be accepted from qualified companies. All pre-printed terms of any purchase order not approved in writing by SAP BusinessObjects shall have no effect. Payment terms are net-30 days from date of invoice. FOB SAP BusinessObjects facility. SAP BusinessObjects specifically disclaims price guarantees of any kind. You are responsible for payment of all applicable sales, use, consumption, VAT, GST, and other taxes and all applicable export and import fees, custom duties and similar charges, excluding taxes based on SAP BusinessObjects net income. 17. COUNTRY UNIQUE TERMS. If you purchased the Software in any territory specified below (the “Local Territory”), this section sets forth specific provisions as well as exceptions to the above terms and condition. To the extent any provision applicable to the Local Territory (the “Local Provision”) set forth below is in conflict with any other term or condition in this agreement, the Local Provision will supersede such other term or condition with respect to any licenses purchased in the Local Territory. Australia: a) Limited Warranty and Remedy (Section 8): The following is added: The warranties specified in this Section are in addition to any rights You may have under the Trade Practices Act 1974 or other legislation and are only limited to the extent permitted by the applicable legislation. b) Limitation of Liability (Section 9): The following is added: To the extent permitted by law, where SAP BusinessObjects is in breach of a condition or warranty implied by the Trade Practices Act 1974 or the equivalent State or Territory legislation which cannot be excluded, SAP BusinessObjects’ liability is limited, at SAP BusinessObjects’ sole election: (i) in case of the Software: (a) (i) to repair or replace the goods, or the supply of equivalent goods, or (ii) payment of the cost of such repair or replacement or of acquiring equivalent goods; and (ii) in case of Support Services: (x) re-supply of the Support Services; or (y) the cost of having the services supplied again. In calculating SAP BusinessObjects’ aggregate liability under this Agreement, the amounts paid or the value of any goods or services replaced, repaired, or supplied by SAP BusinessObjects pursuant to this paragraph shall be included. c) General (Section 13): The following replaces the first sentence of this section: This Agreement is governed by the laws of the State or Territory in which you acquired the Software, without reference to conflict of laws provisions or the United Nations 1980 Convention on Contracts for the International Sale of Goods and any amendments thereto. Belgium and France a) Limitation of Liability (Section 9): The following replaces the terms of this section in its entirety: Except as otherwise provided by mandatory law: 1. SAP BusinessObjects’ liability for any damages and losses that may arise as a result of the performance of its obligations in connection with this Agreement is limited to the compensation of only those damages and losses proved and actually arising as an immediate and direct consequence of the non-fulfillment of such obligations (if SAP BusinessObjects is at fault), for a maximum amount equal to the charges You paid for the Software that has caused the damages. This limitation shall not apply to damages for bodily injuries (including death) and damages to real property and tangible personal property for which SAP BusinessObjects is legally liable. 2. UNDER NO CIRCUMSTANCES IS SAP BUSINESSOBJECTS, OR ANY OF ITS SOFTWARE DEVELOPERS, LIABLE FOR ANY OF THE FOLLOWING, EVEN IF INFORMED OF THEIR POSSIBILITY: 1) LOSS OF, OR DAMAGE TO, DATA; 2) INCIDENTAL OR INDIRECT DAMAGES, OR FOR ANY ECONOMIC CONSEQUENTIAL DAMAGES; 3) LOST PROFITS, EVEN IF THEY ARISE AS AN IMMEDIATE CONSEQUENCE OF THE EVENT THAT GENERATED THE DAMAGES; OR 4) LOSS OF BUSINESS, REVENUE, GOODWILL, OR ANTICIPATED SAVINGS. 3. The limitation and exclusion of liability herein agreed applies not only to the activities performed by SAP BusinessObjects but also to the activities performed by its suppliers and Software developers, and represents the maximum amount for which SAP BusinessObjects as well as its suppliers and Software developers, are collectively responsible. This limitation shall not apply to damages for bodily injuries (including death) and damages to real property and tangible personal property for which SAP BusinessObjects is legally liable. b) General (Section 13): The following replaces the first sentence of this section: This Agreement is governed by the laws of country in which you acquired the Software, without reference to conflict of laws provisions or the United Nations 1980 Convention on Contracts for the International Sale of Goods and any amendments thereto. Brazil a) Warranty (Section 8): The following replaces the terms of this section in its entirety: (a) SAP BusinessObjects warrants to you that: (i) for a period of six (6) months from delivery of the Software, the Software will substantially conform to the functional description set forth in the standard documentation accompanying the Software; and (ii) for a period of six (6) months from delivery the physical media (e.g., CD-ROM), such physical media will be free from defects in materials and

workmanship. The above warranties specifically exclude defects resulting from accident, abuse, unauthorized repair, modifications, or enhancements, or misapplication. You understand and agree that the state of the art does not allow the development of bug free of software. As a consequence SAP BusinessObjects cannot warrant that the Software will operate uninterrupted or error free. Delivery of additional copies of, or revisions or upgrades to, the Software, including releases provided under Support Services, shall not restart or otherwise affect the warranty period. (b) Your exclusive remedy for breach of the above-stated limited warranty shall be, at SAP BusinessObjects' option, either: (i) correction or replacement of the Software with product(s) which conform to the above-stated limited warranty; or (ii) return of the price paid for the Software and termination of this License Agreement with respect to those copies not in compliance. Such remedy shall be provided to you by SAP BusinessObjects only if you give SAP BusinessObjects written notice of any breach of the above-stated limited warranty, within thirty (30) days of delivery of the Software. (c) LICENSEE UNDERSTANDS AND AGREES THAT THE STATE OF THE ART DOES NOT ALLOW THE DEVELOPMENT OF BUG FREE SOFTWARE AND THAT THE SOFTWARE HAS BEEN DEVELOPED FOR THE USE OF BUSINESS SOFTWARE GENERAL CUSTOMERS. THEREFORE, EXCEPT FOR EXPRESS WARRANTIES STATED IN THIS SECTION 7, SAP BUSINESSOBJECTS AND ITS SUPPLIERS DISCLAIM ALL OTHER WARRANTIES, INCLUDING WITHOUT LIMITATION, ANY IMPLIED WARRANTY (I) OF MERCHANTABILITY, (II) OF FITNESS FOR A PARTICULAR PURPOSE, (III) OF NON-INFRINGEMENT OF THIRD PARTY RIGHTS, OR (IV) AGAINST HIDDEN DEFECTS. SOME STATES/JURISDICTIONS DO NOT ALLOW THE EXCLUSION OF IMPLIED WARRANTIES, SO THE ABOVE EXCLUSION MAY NOT APPLY TO YOU, AND YOU MAY HAVE OTHER LEGAL RIGHTS THAT VARY FROM STATE TO STATE OR BY JURISDICTION. LICENSEE ACKNOWLEDGES THAT IN ENTERING INTO THIS AGREEMENT, LICENSEE HAVE RELIED UPON LICENSEE’S OWN EXPERIENCE, SKILL AND JUDGEMENT TO EVALUATE THE SOFTWARE AND THAT LICENSEE HAS SATISFIED ITSELF AS TO THE SUITABILITY OF THE SOFTWARE TO MEET LICENSEE’S REQUIREMENTS. b) Limitation of Liability (Section 9): the following replaces the terms of this section in its entirety: TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT WILL SAP BUSINESSOBJECTS OR ITS DISTRIBUTORS, SUPPLIERS OR AFFILIATES BE LIABLE TO YOU OR ANY THIRD PARTY FOR ANY INDIRECT, SPECIAL, INCIDENTAL, CONSEQUENTIAL OR PUNITIVE DAMAGES, INCLUDING WITHOUT LIMITATION, ANY LOSS OR INACCURANCY OF ANY DATA, OR COST OF SUBSTITUTE GOODS, REGARDLESS OF THE THEORY OF LIABILITY (INCLUDING NEGLIGENCE) AND EVEN IF SAP BUSINESSOBJECTS HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. SAP BUSINESSOBJECTS AND ITS SUPPLIERS’ AGGREGATE LIABILITY TO LICENSEE FOR ACTUAL DIRECT DAMAGES FOR ANY CAUSE WHATSOEVER SHALL BE LIMITED TO THE SOFTWARE LICENSE FEES PAID BY LICENSEE FOR THE SOFTWARE OR THE FEES PAID BY LICENSEE FOR THE SERVICE DIRECTLY CAUSING THE DAMAGES. THESE LIMITATIONS WILL APPLY NOTWITHSTANDING ANY FAILURE OF ESSENTIAL PURPOSE OF ANY LIMITED REMEDY. THE FOREGOING ALLOCATION OF RISK IS REFLECTED IN THE FEES CHARGED UNDER THIS LICENSE AGREEMENT. LICENSEE FURTHER ACKNOWLEDGES THAT THE LIMITATIONS OF THIS SECTION ARE AN ESSENTIAL ELEMENT OF THIS AGREEMENT AND THAT IN THE ABSENCE OF SUCH LIMITATIONS THE PRICING AND OTHER TERMS SET FORTH IN THIS AGREEMENT WOULD BE SUBSTANTIALLY DIFFERENT. c) General (Section 13) The following replaces the word “New York”: Brazil Germany and Austria a) Warranty (Section 8): The following replaces the terms of this section in its entirety: SAP BusinessObjects warrants that the Software provides the functionalities set forth in the associated documentation (“Documented Functionalities”) for the Limited Warranty Period following receipt of the Software when used on the recommended hardware configuration. Limited Warranty Period means one year if you are a business user and two years if you are not a business user. Non-substantial variation from the Documented Functionalities does not establish any warranty rights. THIS LIMITED WARRANTY DOES NOT APPLY TO SOFTWARE PROVIDED TO YOU FREE OF CHARGE (FOR EXAMPLE, UPDATES, PRE-RELEASE, EVALUATION, OR NFR) OR SOFTWARE THAT HAS BEEN ALTERED BY YOU, TO THE EXTENT SUCH ALTERATION CAUSED A DEFECT. To make a warranty claim, you must return, at SAP BusinessObjects expense, the Software and proof of purchase to the company from whom you obtained it. If the functionalities of the Software vary substantially from the agreed upon functionalities, SAP BusinessObjects is entitled, by way of re-performance and at is own discretion, to repair or replace the Software. If that fails, you are entitled to a reduction of the purchase price or to cancel the purchase agreement. b) Limitation of Liability (Section 9): the following paragraph is added to this Section: The limitations and exclusions specified in this Section will not apply to damages caused by SAP BusinessObjects’ intentional or by gross negligence. In addition, SAP BusinessObjects shall be responsible up to the amount of the typically foreseeable damages from any damage which has been caused by SAP BusinessObjects or its agents due to the slightly negligent breach of a material contractual duty. This limitation of liability shall apply to all damage claims, irrespective of the legal basis there of and in particular, to any pre-contractual or auxiliary contractual claims. This limitation of liability shall not, however, apply to any mandatory statutory liability under the product liability act nor to any damage which is caused due to the breach of an express warranty to the extent the express warranty was intended to protect you from the specific damage incurred. This clause shall not be intended to limit liability where the extent of liability is provided by mandatory law. c) General (Section 13): The following replaces the first sentence of this section: This Agreement is governed by the laws of country in which you acquired the Software, without reference to conflict of laws provisions or the United Nations 1980 Convention on Contracts for the International Sale of Goods and any amendments thereto. Italy a) Limitation of Liability (Section 9): the following replaces the terms of this section in its entirety: Apart from damages arising out of gross negligence or willful misconduct for which SAP BusinessObjects may not limit its liability, SAP BusinessObjects’ liability for direct and indirect damages related to the original or further defects of the Software, or related to the use or the nonuse of the Software or related to any case whatsoever for breach of the Agreement, shall be limited to the fees paid by you to SAP BusinessObjects for the Software or for the part of the Software upon which the damages were based. b) General (Section 13): The following replaces the first sentence of this section: This Agreement is governed by the laws of country in which you acquired the Software, without reference to conflict of laws provisions or the United Nations 1980 Convention on Contracts for the International Sale of Goods and any amendments thereto. United Kingdom c) General (Section 13): The following replaces the first sentence of this section: This Agreement is governed by the laws of England and Wales, without reference to conflict of laws provisions or the United Nations 1980 Convention on Contracts for the International Sale of Goods and any amendments thereto. Notwithstanding any other provision in this Agreement, nothing in this Agreement shall create or confer (whether expressly or by implication) any rights or other benefits whether pursuant to the Contracts Rights of Third Parties) Act 1999 or otherwise in favour of any person not a party hereto. Please indicate below whether you accept, or do not accept, the terms and conditions of this software license agreement.

GNU GENERAL PUBLIC LICENSE Version 2, June 1991 Copyright (C) 1989, 1991 Free Software Foundation, Inc. 51 Franklin Street, Fifth Floor, Boston, MA 02110-1301 USA Everyone is permitted to copy and distribute verbatim copies of this license document, but changing it is not allowed. Preamble The licenses for most software are designed to take away your freedom to share and change it. By contrast, the GNU General Public License is intended to guarantee your freedom to share and change free software--to make sure the software is free for all its users. This General Public License applies to most of the Free Software Foundation's software and to any other program whose authors commit to using it. (Some other Free Software Foundation software is covered by the GNU Lesser General Public License instead.) You can apply it to your programs, too. When we speak of free software, we are referring to freedom, not price. Our General Public Licenses are designed to make sure that you have the freedom to distribute copies of free software (and charge for this service if you wish), that you receive source code or can get it if you want it, that you can change the software or use pieces of it in new free programs; and that you know you can do these things. To protect your rights, we need to make restrictions that forbid anyone to deny you these rights or to ask you to surrender the rights. These restrictions translate to certain responsibilities for you if you distribute copies of the software, or if you modify it. For example, if you distribute copies of such a program, whether gratis or for a fee, you must give the recipients all the rights that you have. You must make sure that they, too, receive or can get the source code. And you must show them these terms so they know their rights. We protect your rights with two steps: (1) copyright the software, and (2) offer you this license which gives you legal permission to copy, distribute and/or modify the software. Also, for each author's protection and ours, we want to make certain that everyone understands that there is no warranty for this free software. If the software is modified by someone else and passed on, we want its recipients to know that what they have is not the original, so that any problems introduced by others will not reflect on the original authors' reputations. Finally, any free program is threatened constantly by software patents. We wish to avoid the danger that redistributors of a free program will individually obtain patent licenses, in effect making the program proprietary. To prevent this, we have made it clear that any patent must be licensed for everyone's free use or not licensed at all. The precise terms and conditions for copying, distribution and modification follow. GNU GENERAL PUBLIC LICENSE TERMS AND CONDITIONS FOR COPYING, DISTRIBUTION AND MODIFICATION 0. This License applies to any program or other work which contains a notice placed by the copyright holder saying it may be distributed under the terms of this General Public License. The "Program", below, refers to any such program or work, and a "work based on the Program" means either the Program or any derivative work under copyright law: that is to say, a work containing the Program or a portion of it, either verbatim or with modifications and/or translated into another language. (Hereinafter, translation is included without limitation in the term "modification".) Each licensee is addressed as "you". Activities other than copying, distribution and modification are not covered by this License; they are outside its scope. The act of running the Program is not restricted, and the output from the Program is covered only if its contents constitute a work based on the Program (independent of having been made by running the Program). Whether that is true depends on what the Program does. 1. You may copy and distribute verbatim copies of the Program's source code as you receive it, in any medium, provided that you conspicuously and appropriately publish on each copy an appropriate copyright notice and disclaimer of warranty; keep intact all the notices that refer to this License and to the absence of any warranty; and give any other recipients of the Program a copy of this License along with the Program. You may charge a fee for the physical act of transferring a copy, and you may at your option offer warranty protection in exchange for a fee. 2. You may modify your copy or copies of the Program or any portion of it, thus forming a work based on the Program, and copy and distribute such modifications or work under the terms of Section 1 above, provided that you also meet all of these conditions: a) You must cause the modified files to carry prominent notices stating that you changed the files and the date of any change. b) You must cause any work that you distribute or publish, that in whole or in part contains or is derived from the Program or any part thereof, to be licensed as a whole at no charge to all third parties under the terms of this License. c) If the modified program normally reads commands interactively when run, you must cause it, when started running for such interactive use in the most ordinary way, to print or display an announcement including an appropriate copyright notice and a notice that there is no warranty (or else, saying that you provide a warranty) and that users may redistribute the program under these conditions, and telling the user how to view a copy of this License. (Exception: if the Program itself is interactive but does not normally print such an announcement, your work based on the Program is not required to print an announcement.) These requirements apply to the modified work as a whole. If identifiable sections of that work are not derived from the Program, and can be reasonably considered independent and separate works in themselves, then this License, and its terms, do not apply to those sections when you distribute them as separate works. But when you distribute the same sections as part of a whole which is a work based on the Program, the distribution of the whole must be on the terms of this License, whose permissions for other licensees extend to the entire whole, and thus to each and every part regardless of who wrote it. Thus, it is not the intent of this section to claim rights or contest your rights to work written entirely by you; rather, the intent is to exercise the right to control the distribution of derivative or collective works based on the Program. In addition, mere aggregation of another work not based on the Program with the Program (or with a work based on the Program) on a volume of a storage or distribution medium does not bring the other work under the scope of this License. 3. You may copy and distribute the Program (or a work based on it, under Section 2) in object code or executable form under the terms of Sections 1 and 2 above provided that you also do one of the following: a) Accompany it with the complete corresponding machine-readable source code, which must be distributed under the terms of Sections 1 and 2 above on a medium customarily used for software interchange; or, b) Accompany it with a written offer, valid for at least three years, to give any third party, for a charge no more than your cost of physically performing source distribution, a complete machine-readable copy of the corresponding source code, to be distributed under the terms of Sections 1 and 2 above on a medium customarily used for software interchange; or, c) Accompany it with the information you received as to the offer to distribute corresponding source code. (This alternative is allowed only for noncommercial distribution and only if you received the program in object code or executable form with such an offer, in accord with Subsection b above.) The source code for a work means the preferred form of the work for making modifications to it. For an executable work, complete source code means all the source code for all modules it contains, plus any associated interface definition files, plus the scripts used to control compilation and installation of the executable. However, as a special exception, the source code distributed need not include anything that is normally distributed (in either source or binary form) with the major components (compiler, kernel, and so on) of the operating system on which the executable runs, unless that component itself accompanies the executable. If distribution of executable or object code is made by offering access to copy from a designated place, then offering equivalent access to copy the source code from the same place counts as distribution of the source code, even though third parties are not compelled to copy the source along with the object code. 4. You may not copy, modify, sublicense, or distribute the Program except as expressly provided under this License. Any attempt otherwise to copy, modify, sublicense or

distribute the Program is void, and will automatically terminate your rights under this License. However, parties who have received copies, or rights, from you under this License will not have their licenses terminated so long as such parties remain in full compliance. 5. You are not required to accept this License, since you have not signed it. However, nothing else grants you permission to modify or distribute the Program or its derivative works. These actions are prohibited by law if you do not accept this License. Therefore, by modifying or distributing the Program (or any work based on the Program), you indicate your acceptance of this License to do so, and all its terms and conditions for copying, distributing or modifying the Program or works based on it. 6. Each time you redistribute the Program (or any work based on the Program), the recipient automatically receives a license from the original licensor to copy, distribute or modify the Program subject to these terms and conditions. You may not impose any further restrictions on the recipients' exercise of the rights granted herein. You are not responsible for enforcing compliance by third parties to this License. 7. If, as a consequence of a court judgment or allegation of patent infringement or for any other reason (not limited to patent issues), conditions are imposed on you (whether by court order, agreement or otherwise) that contradict the conditions of this License, they do not excuse you from the conditions of this License. If you cannot distribute so as to satisfy simultaneously your obligations under this License and any other pertinent obligations, then as a consequence you may not distribute the Program at all. For example, if a patent license would not permit royalty-free redistribution of the Program by all those who receive copies directly or indirectly through you, then the only way you could satisfy both it and this License would be to refrain entirely from distribution of the Program. If any portion of this section is held invalid or unenforceable under any particular circumstance, the balance of the section is intended to apply and the section as a whole is intended to apply in other circumstances. It is not the purpose of this section to induce you to infringe any patents or other property right claims or to contest validity of any such claims; this section has the sole purpose of protecting the integrity of the free software distribution system, which is implemented by public license practices. Many people have made generous contributions to the wide range of software distributed through that system in reliance on consistent application of that system; it is up to the author/donor to decide if he or she is willing to distribute software through any other system and a licensee cannot impose that choice. This section is intended to make thoroughly clear what is believed to be a consequence of the rest of this License. 8. If the distribution and/or use of the Program is restricted in certain countries either by patents or by copyrighted interfaces, the original copyright holder who places the Program under this License may add an explicit geographical distribution limitation excluding those countries, so that distribution is permitted only in or among countries not thus excluded. In such case, this License incorporates the limitation as if written in the body of this License. 9. The Free Software Foundation may publish revised and/or new versions of the General Public License from time to time. Such new versions will be similar in spirit to the present version, but may differ in detail to address new problems or concerns. Each version is given a distinguishing version number. If the Program specifies a version number of this License which applies to it and "any later version", you have the option of following the terms and conditions either of that version or of any later version published by the Free Software Foundation. If the Program does not specify a version number of this License, you may choose any version ever published by the Free Software Foundation. 10. If you wish to incorporate parts of the Program into other free programs whose distribution conditions are different, write to the author to ask for permission. For software which is copyrighted by the Free Software Foundation, write to the Free Software Foundation; we sometimes make exceptions for this. Our decision will be guided by the two goals of preserving the free status of all derivatives of our free software and of promoting the sharing and reuse of software generally. NO WARRANTY 11. BECAUSE THE PROGRAM IS LICENSED FREE OF CHARGE, THERE IS NO WARRANTY FOR THE PROGRAM, TO THE EXTENT PERMITTED BY APPLICABLE LAW. EXCEPT WHEN OTHERWISE STATED IN WRITING THE COPYRIGHT HOLDERS AND/OR OTHER PARTIES PROVIDE THE PROGRAM "AS IS" WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESSED OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. THE ENTIRE RISK AS TO THE QUALITY AND PERFORMANCE OF THE PROGRAM IS WITH YOU. SHOULD THE PROGRAM PROVE DEFECTIVE, YOU ASSUME THE COST OF ALL NECESSARY SERVICING, REPAIR OR CORRECTION. 12. IN NO EVENT UNLESS REQUIRED BY APPLICABLE LAW OR AGREED TO IN WRITING WILL ANY COPYRIGHT HOLDER, OR ANY OTHER PARTY WHO MAY MODIFY AND/OR REDISTRIBUTE THE PROGRAM AS PERMITTED ABOVE, BE LIABLE TO YOU FOR DAMAGES, INCLUDING ANY GENERAL, SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES ARISING OUT OF THE USE OR INABILITY TO USE THE PROGRAM (INCLUDING BUT NOT LIMITED TO LOSS OF DATA OR DATA BEING RENDERED INACCURATE OR LOSSES SUSTAINED BY YOU OR THIRD PARTIES OR A FAILURE OF THE PROGRAM TO OPERATE WITH ANY OTHER PROGRAMS), EVEN IF SUCH HOLDER OR OTHER PARTY HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

MIT License Copyright (c) 2010 Ludo van den Boom, http://cubicphuse.nl Permission is hereby granted, free of charge, to any person obtaining a copy of this software and associated documentation files (the "Software"), to deal in the Software without restriction, including without limitation the rights to use, copy, modify, merge, publish, distribute, sublicense, and/or sell copies of the Software, and to permit persons to whom the Software is furnished to do so, subject to the following conditions: The above copyright notice and this permission notice shall be included in all copies or substantial portions of the Software. THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM, OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE SOFTWARE.

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