This documentation supports the 9.1 version of Service Request Management.

To view the latest version, select the version from the Product version menu.

Manually registering application plug-ins

Application plug-ins are installed and registered as part of the installation. If there is an error during plug-in registration, you must register the plug-ins manually.

Note

For CAI, ensure that the CAIPlugin.jar and ITSMCommonUtils.jar files are in the <programFilesPath>\BMC Software\ARSystem\pluginsvr\cai folder. For ARDBC, ensure that the Query.jar and ITSMCommonUtils.jar files are in a folder called qry under .../BMC Software/ARSystem/pluginsvr.

To register the application plug-ins

  1. Stop the BMC Remedy AR System server.
  2. (Microsoft Windows) Add the Plugin and Plugin-Path entries to the ar.cfg file.
    For example, on a Windows server add the following entries to the ar.cfg file.
    • Server-Plugin-Alias: REMEDY.ARF.CAI REMEDY.ARF.CAI pluginServerHost:plugin server port
    • Server-Plugin-Alias: REMEDY.ARDBC.APPQUERY REMEDY.ARDBC.APPQUERY pluginServerHost:plugin server port
    • Plugin: "C:\Program Files\BMC Software\BMCServiceRequestManagement\Shared_Components\bin\arfcbdata.dll"
    • Plugin: "C:\Program Files\BMC Software\BMCServiceRequestManagement\Shared_Components\bin\NextId.dll"
    • Plugin-Path: Plugin: C:\Program Files\BMC Software\ BMCServiceRequestManagement\Shared_Components\bin

      Note

      Plug-in entries in the ar.cfg file must be enclosed in double quotes.

  3. (UNIX) Add the Plugin and Plugin-Path entries to the ar.conf file
    For example, on a UNIX server add the following entries to the ar.conf file:
    • Server-Plugin-Alias: REMEDY.ARF.CAI REMEDY.ARF.CAI pluginServerHost:plugin server port
    • Server-Plugin-Alias: REMEDY.ARDBC.APPQUERY REMEDY.ARDBC.APPQUERY pluginServerHost:plugin server port
    • Plugin: /fullPathToPlug-in/libcaieventcmd.OS
    • Plugin: /fullPathToPlug-in/libardbcquery.OS
    • Plugin: /fullPathToPlug-in/libarfcbdata.OS
    • Plugin: /fullPathToPlug-in/libNextId.OS
    • Plugin-Path: /fullPathToPlug-in/Shared_Components/bin
      In the syntax, OS is a mnemonic of the UNIX server type (a for AIX, sl for HP-AIX, or so for Solaris or Linux).
  4. For CAI, add the following lines to the pluginsvr_config.xml file in the pluginsvr folder:
    
    <plugin>
            <name>REMEDY.ARF.CAI</name>
            <type>FilterAPI</type>
                 <classname>com.bmc.itsm.cai.filterapi.cai.CAIFilterPlugin</classname>
    <pathelement type="path">...full path to... /ARSystem/pluginsvr/cai</pathelement>
    <pathelement type="location">...full path to.../ARSystem/pluginsvr/cai/CAIPlugin.jar</pathelement>
    <pathelement type="location">...full path to.../ARSystem/pluginsvr/cai/ITSMCommonUtils.jar</pathelement>
    <userDefined>
    <server_name>ar server hostname</server_name>
    <server_port> ar server port number</server_port>
    </userDefined>
    </plugin>
    

    For ARDBC, add the following lines to the pluginsvr_config.xml file in the pluginsvr folder:
    
    <plugin>
                    <name>REMEDY.ARDBC.APPQUERY</name>
                    <type>ARDBC</type>
               <code>JAVA</code>
               <filename>...full path to.../ARSystem/pluginsvr/qry/conquery.jar</filename>
               <classname>com.bmc.itsm.conquery.ardbc.conquery.Query</classname>
               <pathelement type="path">...full path to... ARSystem/pluginsvr/qry</pathelement>
               <pathelement type="location">...full path to... ARSystem/pluginsvr/qry/conquery.jar </pathelement>
               <pathelement type="location">...full path to... ARSystem/pluginsvr/qry/ITSMCommonUtils.jar </pathelement>
               <userDefined>
                  <server_name>ar server hostname</server_name>
                  <server_port> ar server port number</server_port>
               </userDefined>
    </plugin>
    
  5. For CAI, add the following lines to the log4j_pluginsvr.xml file:
    
    <logger name="com.bmc.itsm.cai.filterapi.cai">
      <level value="warn"/>
    </logger>
    
  6. For ARDBC, add the following lines to the log4j_pluginsvr.xml file:
    
    <logger name="com.bmc.itsm.conquery.ardbc.conquery">
      <level value="warn"/>
    </logger>
    
  7. Start the BMC Remedy AR System server.
    The plug-in installation errors are recorded in the bmcremedyitsmsuite_install_log.txt file, which is found in the temp folder (Windows) or the /tmp folder (UNIX).
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