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BMC Remedy AR System checks

This topic provides information about the checks performed by the BMC Remedy Configuration Check utility for BMC Remedy Action Request (AR) System. It also describes the expected results of the checks and corrective actions to be taken if a check fails. 

The following checks are described:

Database Compatibility Check - lowest supported database version

DescriptionThis check validates the database compatibility with the lowest supported database version.
TypePre-upgrade check
Check performed and expected result
  • If the lowest supported database version check passes, the following message is displayed:
    Prechecker for Database version compatibility successful.
  • If the lowest supported database version check fails, the following message is displayed:
    Database version was detected as <your db version>.
    The installation program requires database vendor version <b>[arg1]</b> or later.
Corrective ActionUpgrade the database to the supported version.

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Database Compatibility Check - client library check

DescriptionThis check validates client library compatibility with the BMC Remedy AR System server for Sybase and Oracle databases.
TypePre-upgrade check
Check performed and expected result

For an Oracle database on a Microsoft Windows operating system, if the tnsnames.ora is not configured properly or if Oracle cannot connect using the connect identifier that is specified, the following error message is displayed:
Failed to connect to the database.Possible causes:
1) Path variable points to incorrect Oracle client.
2) tnsnames.ora does not exist or has incorrect connection details.
3) Missing 64 bit Oracle client libraries.
ORA-12154: TNS:could not resolve the connect identifier specified ERROR: Cannot open
the database ... exiting
.

Corrective actionEnsure the following:
  • The tnsnames.ora file is available, or proper connectivity to database is available.
  • The PATH variable points to the correct Oracle client bin path.

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DB-OS Unicode Lang Check for ITSM

DescriptionThis check validates that the BMC Remedy AR System and database character sets match.
TypePre-upgrade check; configuration check
Check performed and expected resultDepending on the character sets defined for the database and BMC Remedy AR System, the following checks are performed:
  • If both the database and AR System character sets match, the check passes.
  • If the database and BMC Remedy AR System character sets do not match, the check fails and reports an error.

Example: If the database character set is Unicode, the AR System locale must be set to include the UTF character set.

Corrective actionSet the AR System locale to include a character set that matches the database character set.

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Disable Escalation Check

Description

This check validates whether escalations are disabled on a target system during an upgrade.

Note:
If a BMC Remedy AR System server is part of a server group, you must remove it from the server group.

TypePre-upgrade check
Check performed and expected result
  • If Disable Escalations is selected, the check is successful.
  • If Disable Escalations is not selected, the check fails and reports an error.
Corrective actionOn the Server Configuration page of the AR System Server Administration Console, select Disable Escalations.

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Full Text Pending Check

Description(Version 8.1.02 or later) This check validates the total number of records in the ft_pending table.
TypePre-upgrade check; configuration check
Check performed and expected result

If the total number of records in the ft_pending table exceeds 500, the following error message is displayed:

ft_pending table contains more than 500 records which requires further investigation.

Corrective action

Perform the following corrective actions:

  1. Investigate the arerror.log file and arftindx.log file to determine if a high number of indexing failures have occurred, causing the indexing entries to remain pending, then make the following determinations:
    1. Determine if the cause of failure is transient.
    2. If the cause of failure is not transient, determine if the problem can be solved; if not, delete the records in the ft_pending table.
  2. If evidence of failure is not present in the arerror.log file and arftindx.log file, investigate the rate of incoming index tasks and the throughput of the indexing operations, by examining the SQL log and FT Indexer log:
    1. Determine if the backlog of pending index entries is normal because of a very high input rate.
    2. If the backlog of pending index entries is not not normal, add more FT Indexer threads to offset the incoming rate by configuring Private-RPC-Socket: 390602 in the ar.cfg (ar.conf) file. (Alternatively, use the Ports and Queues tab from BMC Remedy AR System Administration Console > System > General > Server Information form.)

A backlog of entries in the ft_pending table is not necessarily a problem. Understand the cause of the backlog to determine if the full text indexing subsystem is healthy.

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GetList Max Entries Check

DescriptionThis check validates whether the value of Max Entries returned by GetList exceeds 2000.
TypePre-upgrade check; configuration check
Check performed and expected result
  • If Max Entries returned by GetList (Max-Entries-Per-Query) is set to greater than 0 and less than or equal to 2000, the check is successful.
  • If Max Entries returned by GetList (Max-Entries-Per-Query) is set to 0 or greater than 2000, the check fails and reports an error.
Corrective actionOn the Server Configuration page of the AR System Server Administration Console, set the Max Entries returned by GetList to 2000.

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Java 6 Check

DescriptionThis check validates the version of Java on the machine on which you run the BMC Remedy Configuration Check utility.
TypePre-upgrade check; configuration check
Check performed and expected result
  • If Java 6 is installed on the computer, the check is successful.
  • If the version of Java is not Java 6, an error message is displayed.
Corrective actionEnsure that Java 6 is installed on the machine on which you are running the BMC Remedy Configuration Check utility.

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Meta-data Unique Values Check

Description

(Version 8.1.02 or later) This check verifies whether the metadata tables have unique key value combinations prior to applying unique indexes in the upgrade.

TypePre-upgrade check
Check performed and expected result

The utility provides a list of all metadata tables and indexes that contain nonunique values.

The following tables and indexes are verified for unique values:

  • actlink_mapping
  • actlink_mapping_ind
  • actlink_group_ids
  • actlink_group_ids_ind
  • arctr_group_ids
  • arctr_group_ind
  • arctr_subadmin
  • arctr_subadmin_ind
  • cntnr_ownr_obj
  • cntnr_ownr_ind
  • schema_group_ids
  • schema_group_ids_ind
  • subadmin_group
  • subadmin_group_ind
  • schema_index
  • schema_index_ind
  • filter_mapping
  • filter_mapping_ind
  • escal_mapping
  • escal_mapping_ind
  • field_permissions
  • field_permissions_ind
Corrective action

If nonunique key values are present in any of the listed metadata tables, reduce the number of records with the duplicate key values to one. Perform the following corrective actions:

  1. Examine the records with duplicate keys.

  2. Select records to remove.

  3. Using the SQL tool, remove the extra records so that only one record remains for each key value combination.

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Next RequestID Block Size Check

DescriptionThis check validates the value of Next-RequestID-Block-Size, which should be greater than or equal to 25.
TypePre-upgrade check; configuration check
Check performed and expected result
  • If the value of Next-RequestID-Block-Size is set to greater than or equal to 25, the check is successful.
  • If the value of Next-RequestID-Block-Size is less than 25, the check fails and reports an error.
Corrective ActionOn the Server Configuration page of the AR System Server Administration Console, set the Next-RequestID-Block-Size to 25.

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Object Reservation Check

DescriptionThis check validates whether the BMC Remedy AR System object reservation on the target system is ON or OFF.
TypePre-upgrade check
Check performed and expected result
  • If object reservation is OFF, the check is successful and the status is set to Pass.
  • If object reservation is ON, the check verifies whether any objects are reserved:
    • If any objects are reserved, the check fails and reports the names of first five reserved objects in an error message.
    • If no objects are reserved, the check displays a warning message.
Corrective actionRelease all reserved objects. From the AR System Server Administration Console, set object reservation to OFF.

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Oracle Cursor Sharing Check

Description

This check validates whether Oracle-Cursor-Sharing is set to FORCE or SIMILAR.

Note:
This check is specific to the Oracle Database. For other databases, the status of the check remains Not Run.

TypePre-upgrade check; configuration check
Check performed and expected result
  • If Oracle-Cursor-Sharing is set to FORCE or SIMILAR, the check is successful.
  • If the configuration value of Oracle-Cursor-Sharing is missing or set to any other value (for example, EXACT), the check fails.
Corrective action

Ensure that the value of CURSOR_SHARING in the database is set to either FORCE or SIMILAR.
To get the current value of CURSOR_SHARING, use the following SQL command:

SHOW PARAMETER CURSOR_SHARING;

If the returned value of CURSOR_SHARING is not FORCE or SIMILAR, perform the following tasks:

  1. With the help of the database administrator, set the value of CURSOR_SHARING to FORCE or SIMILAR.
  2. Manually set the value of Oracle-Cursor-Sharing in ar.conf (or ar.cfg) to one of the following values (so that it matches the value of CURSOR_SHARING):
    • Oracle-Cursor-Sharing: force
    • Oracle-Cursor-Sharing: similar
  3. Restart the BMC Remedy AR System Server.

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OS Compatibility Check

DescriptionThis check validates all platforms supported by the installer. It checks for OS compatibility as per the OS Supportability Matrix document. No specific user input is required to run this check. The check gets the current version of the OS on which the BMC Remedy Configuration check utility runs and compares it with the minimum supported values as per the BMC Solution And Product Availability And Compatibility Utility (SPAC) .
TypePre-upgrade check; configuration check
Check performed and expected result

Depending on the OS type, the following checks are performed:

  • If the OS on which the BMC Remedy AR System is installed is not supported, the following error message is displayed:
    <OS name> is not a supported operating system for installing AR System Server. Please refer to the Installation Guide for more details on supported hardware and operating systems.
  • If BMC Remedy AR system is installed is Linux on 32 bit platform, the following error message is displayed:
    AR Server installation cannot continue on 32bit platform.  Install on 64 bit platform.
  • If the OS on which BMC Remedy AR System is installed is an version that is earlier than the recommended version, a warning message is displayed for that particular operating system, with the minimum version recommended as per the OS Supportability Matrix document. For information about warning messages for each operating system, see OS-specific warning messages.

Corrective actionEnsure that the operating system of the computer on which AR System is installed is compatible as per the  BMC Solution And Product Availability And Compatibility Utility (SPAC) .

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OS-specific warning messages

Operating System

Warning Message

Microsoft Windows 5.2

BMC recommends Windows 2003 or higher versions for installing AR System Server. Please refer to the Installation Guide for more details on supported hardware and operating systems.

IBM AIX 6.1

BMC recommends IBM AIX 6.1 or higher versions for installing AR System Server. Please refer to the Installation Guide for more details on supported hardware and operating systems.

For AIX operating systems, the utility performs additional checks for the Technology Level (TL) and Service Pack (SP). It shows messages appropriate to the OS version, and to its TL and SP. For more information, see Additional pre-checks for AIX operating systems.

HPUX B.11.23

BMC recommends HP-UX 11iv2 or higher versions for installing AR System Server. Please refer to the Installation Guide for more details on supported hardware and operating systems.

Oracle Solaris 5.9

BMC recommends Solaris 9 or higher versions for installing AR System Server. Please refer to the Installation Guide for more details on supported hardware and operating systems.

Linux and Red Hat Variant 4

BMC recommends Red Hat Enterprise Linux 4 or higher versions for installing AR System Server. Please refer to the Installation Guide for more details on supported hardware and operating systems.

Linux and SuSE Variant 10

BMC recommends Novell SuSE Linux 10 or higher versions for installing AR System Server. Please refer to the Installation Guide for more details on supported hardware and operating systems.

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Additional pre-checks for the AIX operating systems

The Configuration Check utility runs additional checks for the TL and SP level of the AIX operating system. The following table lists the the scenarios for which the pre-checks are run and the corresponding warning messages.

Scenario

Warning Message

  • AIX version is 6.1 or earlier
  • TL and SP level do not exist for the AIX machine

Following warning message is displayed:

Could not find ML and SP levels on this machine. Please verify that this machine is at ML06- SP05 (5300-06-05- 0806) or later. Please refer to the Installation Guide before starting installation.

  • AIX version is later than 6.1
  • TL and SP level do not exist for the AIX machine

Following warning message is displayed:

Could not find TL and SP levels on this machine. Please verify that this machine is at TL02 – SP01 or later. Please refer to the Installation Guide before starting installation.

  • AIX version is 5.3
  • TL and SP level do not meet the minimum required level

Following warning message along with the current value of TL and SP level are displayed:

For installing AR System Server, AIX 5.3 must be at ML06-SP05 (5300-06-05- 0806) or later. Please refer to the Installation Guide before starting installation.

  • AIX version is 6.1
  • TL and SP level do not meet the minimum required level

Following warning message along with the current value of TL and SP level are displayed:

For installing AR System Server, AIX 6.1 must be at TL02–SP01 or later. Please refer to the Installation Guide before starting installation.

  • Operating system is AIX
  • Value of the LANG variable is UTF

Following warning message is displayed:

When installing on an AIX operating system under Unicode locales, you might experience long delays in screen updates. As an alternative, you can use the AR system silent installer that is documented in the ARSystem-ini-template.txt file,which is located in the installer download folder.

  • AIX version is 5
  • XLC VERSION is earlier than 9.0.0.4
  • SP, TL, ML, and release levels are earlier than those required for a particular version of AIX

Following warning message is displayed:

For installing AR System Server, xlC.rte fileset 9.0.0.4 (or later) is required.

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Server Information Gathering

Description(Version 8.1.02 or later) This check collects configuration properties from the AR System Administration: Server Information form or the ar.cfg (or ar.conf) file. These properties are displayed with their recommended values.
TypePre-upgrade check and Configuration check
Check performed and expected resultAn informative message about the configuration properties is displayed.
Corrective actionNo corrective action is required.

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SQL DB Configuration Check

Description

This check validates the following attributes of the MS SQL server:

  • READ_COMMITTED_SNAPSHOT is set to ON.
  • XACT_ABORT option is OFF.

Note:

This check is specific to Microsoft Windows OS and the MS SQL database.
For other combination of OS and database, the status of the check remains Not run.

TypePre-upgrade check
Check performed and expected result
  • If READ_COMMITTED_SNAPSHOT is ON and XACT_ABORT is OFF, the status of check is Pass.
  • If READ_COMMITTED_SNAPSHOT is OFF and XACT_ABORT is ON, the status of check is Fail.
Corrective action Perform the following corrective actions:
  • To find the current setting of Read Committed Snapshot, use the following command:
    SELECT is_read_committed_snapshot_on FROM sys.databases
    where name = 'ARSystem';
  • If the current setting of Read Committed Snapshot is OFF, turn ON the Read Committed Snapshotsetting on the target MSSQL server:
    1. Stop the AR System server.
    2. Run the following SQL command:
      ALTER DATABASE ARSystem SET READ_COMMITTED_SNAPSHOT ON;
    3. Restart the AR System server.

  • To get the current setting of the XACT_ABORT option, use the following command:
    DBCC USEROPTIONS;
  • If the current setting of XACT_ABORT is ON, set this option to OFF on the target MS SQL server:
    1. Stop the AR System server.
    2. Run the following SQL command:
      SETXACT_ABORT OFF;
    3. Restart the AR System server.

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SQL Replication ON Check

Description(Version 8.1.02 or later) This check validates whether SQL replication is OFF for any of the tables.
TypePre-upgrade check
Check performed and expected result

If the SQL replication is ON for any of the tables, the utility lists the names of all such tables. 

Corrective actionEnsure that SQL replication is OFF for all tables.

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Verify Select Query Hint Check

Description(Version 8.1.02 or later) This check validates whether the Select-Query-Hint property is configured in the ar.cfg (or ar.conf) file, and the value set to NOLOCK.
TypePre-upgrade check; configuration check
Check performed and expected result
  • If the Select-Query-Hint property is not configured in the ar.cfg (ar.conf) file, the following error message is displayed:
    Please configure 'Select-Query-Hint: NOLOCK' for better concurrency.
  • If the value of Select-Query-Hint is set to any value other than NOLOCK, the following error message is displayed:
    Please set 'Select-Query-Hint' value to 'NOLOCK' for better concurrency.
Corrective action

Configure the Select-Query-Hint property in the ar.cfg (or ar.conf) file, and set the value to NOLOCK.

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Related Topics

BMC Atrium Core checks

BMC Remedy ITSM checks

BMC Service Level Management checks

BMC Service Request Management checks

BMC Remedy ITSM Preconfigured Stack Installer checks

Unified Data Management (UDM) checks

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