Action Request System Gateway Software Release Notice 5.0rev1

Transcription

1 Action Request System Gateway Software Release Notice 5.0rev1

2 Summary of Changes Version Date Reason/Rational Nature of Changes E22 9/4/98 Updated Corrected Anomalies in Chapter 2. Updated Considerations and Known Anomalies in Chapter 3.

3 Notice Cabletron Systems reserves the right to make changes in specifications and other information contained in this document without prior notice. The reader should in all cases consult Cabletron Systems to determine whether any such changes have been made. The hardware, firmware, or software described in this manual is subject to change without notice. IN NO EVENT SHALL CABLETRON SYSTEMS BE LIABLE FOR ANY INCIDENTAL, INDIRECT, SPECIAL, OR CONSEQUENTIAL DAMAGES WHATSOEVER (INCLUDING BUT NOT LIMITED TO LOST PROFITS) ARISING OUT OF OR RELATED TO THIS MANUAL OR THE INFORMATION CONTAINED IN IT, EVEN IF CABLETRON SYSTEMS HAS BEEN ADVISED OF, KNOWN, OR SHOULD HAVE KNOWN, THE POSSIBILITY OF SUCH DAMAGES. Copyright September, 1998 by Cabletron Systems, Inc. All rights reserved. Printed in the United States of America. Order Number: E22 Cabletron Systems, Inc. P.O. Box 5005 Rochester, NH SPECTRUM, SpectroGRAPH, and SpectroSERVER are trademarks of Cabletron Systems, Inc. UNIX is a trademark of The Open Group. Solaris is a trademark of Sun Microsystems, Inc. Action Request System and ARS are trademarks of Remedy Corporation. Microsoft is a registered trademark, and Windows & Windows NT are trademarks of Microsoft Corporation. Intel and Pentium are trademarks of Intel Corporation E22 i

4 Virus Disclaimer Cabletron has tested its software with current virus checking technologies. However, because no anti-virus system is 100% reliable, we strongly caution you to write protect and then verify that the Licensed Software, prior to installing it, is virus-free with an anti-virus system in which you have confidence. Restricted Rights Notice (Applicable to licenses to the United States Government only.) 1. Use, duplication, or disclosure by the Government is subject to restrictions as set forth in subparagraph (c) (1) (ii) of the Rights in Technical Data and Computer Software clause at DFARS Cabletron Systems, Inc., 35 Industrial Way, Rochester, New Hampshire (a) This computer software is submitted with restricted rights. It may not be used, reproduced, or disclosed by the Government except as provided in paragraph (b) of this Notice or as otherwise expressly stated in the contract. (b) This computer software may be: (1) Used or copied for use in or with the computer or computers for which it was acquired, including use at any Government installation to which such computer or computers may be transferred; (2) Used or copied for use in a backup computer if any computer for which it was acquired is inoperative; (3) Reproduced for safekeeping (archives) or backup purposes; (4) Modified, adapted, or combined with other computer software, provided that the modified, combined, or adapted portions of the derivative software incorporating restricted computer software are made subject to the same restricted rights; (5) Disclosed to and reproduced for use by support service contractors in accordance with subparagraphs (b) (1) through (4) of this clause, provided the Government makes such disclosure or reproduction subject to these restricted rights; and (6) Used or copied for use in or transferred to a replacement computer. (c) (d) (e) Notwithstanding the foregoing, if this computer software is published copyrighted computer software, it is licensed to the Government, without disclosure prohibitions, with the minimum rights set forth in paragraph (b) of this clause. Any other rights or limitations regarding the use, duplication, or disclosure of this computer software are to be expressly stated in, or incorporated in, the contract. This Notice shall be marked on any reproduction of this computer software, in whole or in part. ii Action Request System Gateway Software Release Notice 5.0rev1

5 Contents Preface Purpose of This Document...v How to Use This Guide... vi Related Documentation... vi Version Control... vii Questions about SPECTRUM Documentation... vii Chapter 1 System Requirements In This Chapter Product Description Platform Requirements Software and Hardware Requirements Network Configuration Requirements Order of Installation for Components Chapter 2 Corrected Anomalies Corrected Anomalies Chapter 3 Considerations and Known Anomalies In This Chapter Considerations Known Anomalies E22 iii

6 Contents iv Action Request System Gateway Software Release Notice 5.0rev1

7 Preface This chapter describes the purpose and content of this document, the SPECTRUM version control scheme, and additional sources of information about SPECTRUM products. Purpose of This Document This Software Release Notice (SRN) accompanies each copy of the release package for the Action Request System (ARS) Gateway application. The SRN is intended to: List hardware and software requirements for this application. Describe enhancements. Identify any known operational anomalies and offer solutions or workarounds wherever feasible. A new SRN will be issued and packaged with each subsequent release of this product. It is strongly recommended that you read the accompanying SRN each time you receive an updated version of the software so that you will be aware of any changes in the product or the associated documentation. This document does not contain installation instructions. To install any of the SPECTRUM products, consult the SPECTRUM Installation Guide and the README file(s) and/or hard copy instructions included with the installation CD-ROM E22 v

8 How to Use This Guide How to Use This Guide The SPECTRUM ARS Gateway SRN is organized as follows: Chapter Description Chapter 1, System Requirements Chapter 2, Corrected Anomalies Chapter 2, Considerations and Known Anomalies This chapter describes the hardware and software requirements for this release of the Action Request System (ARS) Gateway. This chapter lists fixes for this release of ARS Gateway. This chapter lists the considerations and known anomalies for this release of the ARS Gateway. Related Documentation Use this guide in conjunction with the following SPECTRUM documents: SPECTRUM ARS Gateway User s Guide SPECTRUM Installation Guide SPECTRUM 5.0rev1 SRN You can download SPECTRUM documentation from: Preface vi Action Request System Gateway Software Release Notice 5.0rev1

9 Version Control Version Control SPECTRUM s numbering scheme for version control consists of up to four numeric fields as well as an alphabetic descriptor as shown in the following diagram. Major Release Minor Release Descriptor Revision Build 2.0 rev 3.17 Major Release. Increments to the number in this field represent major changes in the product s design, functionality, or user interface. Major releases are planned well in advance and occur no more frequently than once per year. Minor Release. Minor releases are scheduled product upgrades that provide new or enhanced features but do not represent functionality changes as significant as those involved in a major release. Minor releases may occur one or more times per year. Descriptor. This field identifies the current version as either a revision to a major/minor release (rev) or a revision to a test release (alpha or beta). Revision. This field is incremented for subsequent revisions to a release and is reset to zero for each new major/minor release. Build. This field is primarily used for internal tracking of individual builds under a particular revision and is not usually visible to the customer. You will encounter build numbers only in conjunction with alpha and beta test releases or special, limited distribution support releases. Questions about SPECTRUM Documentation Send your questions, comments or suggestions regarding SPECTRUM documentation to the Technical Communications Department directly via the following internet address: spectrum-techdocs@ctron.com E22 Preface vii

10 Questions about SPECTRUM Documentation Preface viii Action Request System Gateway Software Release Notice 5.0rev1

11 System Requirements Chapter 1 This chapter describes the hardware and software requirements for this release of the Action Request System (ARS) Gateway. In This Chapter Product Description Platform Requirements Software and Hardware Requirements Network Configuration Requirements Order of Installation for Components Product Description The Action Request System (ARS) Gateway enables you to use SPECTRUM in conjunction with the Remedy Corporation Action Request System (ARS) to integrate the intelligence of SPECTRUM s network management capabilities with the problem-solving, workflow process provided by the Action Request System. Platform Requirements This release of SPECTRUM ARS Gateway is supported on the following SPECTRUM 5.0rev1 platforms: Intel-based PCs running Microsoft Windows NT 4.0 with Service Pack 3 and 150 MHz (or greater) Pentium P6 CPU. Sun SPARCstations running Solaris (or greater) with X11R5 or Sun SPARCstations running Solaris 2.6 with X11R6. For more information about platforms, see the SPECTRUM 5.0rev1 SRN E22 1-1

12 Software and Hardware Requirements Software and Hardware Requirements The following are the software and hardware requirements for this release of the ARS Gateway: SpectroSERVER version 5.0rev1 or greater Remedy Action Request System versions through 3.2. On the administrator s workstation and any other workstation where users will be accessing the ARS Gateway from SpectroGRAPH menus: SpectroGRAPH version 5.0rev1 or greater Remedy Action Request System Tools versions through KB or more free disk space and 1MB RAM for the ARS Gateway Network Configuration Requirements If you are using the base level ARS Gateway (the ARS Gateway without SANM) to generate automatic trouble tickets in a distributed SpectroSERVER environment, you need to set up the network configuration following these general rules: Install one ARS Gateway for each SpectroSERVER generating trouble tickets. The node where you install the ARS Gateway should have both SpectroGRAPH and the ARS tools on it. Install only one Gateway on a node. Each copy of the Gateway connects one SpectroSERVER to one ARS Server. In order for n SpectroSERVER(s) to generate trouble tickets, you need n ARS Gateway(s) and n node(s) with SpectroGRAPH(s) and ARS tools. Since each SPECTRUM trouble ticket has a field that displays the SpectroSERVER node that generates the ticket, you know exactly where the ticket comes from. NOTE If you are not interested in automatic trouble ticket generation and you want to use the ARS Gateway just to submit trouble tickets manually, you need to install only one ARS Gateway for one SpectroSERVER. When you use the SpectroGRAPH that is on the node with ARS Gateway, you can still submit trouble tickets for alarms from any landscape modeled on that node s SpectroGRAPH. Just select a landscape icon, open the Alarm View window, and submit a trouble ticket for any of the alarms visible in the Alarm View window. System Requirements Action Request System Gateway 1-2 Software Release Notice 5.0rev1

13 Order of Installation for Components Order of Installation for Components It is recommended that you install the Remedy Action Request System before you install SPECTRUM and the ARS Gateway. However, if you do not or cannot install the Remedy AR System first, you can still install it in one of the following ways: When you do install Remedy after the Gateway, make sure that the AR Server and the SpectroSERVER are installed on the same system as the Gateway and the ARS Tools are in the /usr/ar directory on UNIX systems or in the C:/remedy directory on NT systems. These are the default locations set up by the ARS Gateway installation. However, if you cannot install Remedy and SpectroSERVER on the same system as the Gateway or the ARS Tools in the /usr/ar directory on UNIX systems or in the C:/remedy directory on NT systems, install the Remedy and then use the reconfig tool to change the defaults. See the User s Guide for instructions on how to use the tool. If you change the AR Server that you plan to run against, be sure to modify the /etc/ar (or on NT, the ar file in the ARS Gateway directory, that is, <Spectrum>/ars_gateway/ar) with the new AR Server name E22 System Requirements 1-3

14 Order of Installation for Components System Requirements Action Request System Gateway 1-4 Software Release Notice 5.0rev1

15 Chapter 2 Corrected Anomalies This chapter lists fixes for this release of ARS Gateway. Corrected Anomalies spars430 Previously, when the Trouble Ticket Generator (arsgated) ran in the foreground, CONTROL-C did not kill the daemon E22 2-1

16 Corrected Anomalies Corrected Anomalies Action Request System Gateway 2-2 Software Release Notice 5.0rev1

17 Considerations and Known Anomalies Chapter 3 This chapter lists the considerations and known anomalies for this release of the ARS Gateway. In This Chapter Considerations Known Anomalies Considerations You should be aware of the following considerations when installing or using the ARS Gateway: All Platforms Both the file system where you install the ARS Gateway and its file creation mask should be set up with read/write (rw) access for all users of the ARS Gateway. If you perform an auto install of the ARS Gateway, Install assumes that the AR Server and SpectroSERVER are on the local machine and that the AR Installation directory is in the /usr/ar directory on UNIX or in the c:\remedy directory on NT. If your network configuration differs from these defaults, make sure you perform the steps described in the SPECTRUM ARS Gateway User s Guide E22 3-1

18 Known Anomalies NT Platform Only If more than one model/device has the same IP address, the DevTop View displayed in Show SPECTRUM View may not be the device for which the trouble ticket was generated. spars While using the SPECTRUM Trouble Ticket Schema, the active links (SimilarTickets and SpectrumView) may fail. This will happen if the ARS Gateway installation directory paths are different on the Remedy server and the Remedy client systems. This is because active links are executed on the client system and the schema on the server system is using the ARS Gateway installation path on the server system. Keep in mind that you may modify the active link command line to use the ARS Gateway installation path on the client system. Or (on your current system), you could create a directory with the same path as the Remedy Server and copy the scripts SimilarTickets and SpectrumView into your directory. NT Platform Only When displaying a trouble ticket on NT, the fields that are of Data type Date Time may display, for example, as August 13, 1998 instead of 08/ 13/98 17:21:41. To correct this, go to the Control Panel and select the Regional Settings option. Click on the Date tab and change the Long Date style to mm/dd/yy. Known Anomalies Currently known ARS Gateway software anomalies and solutions (where applicable) are listed as follows: All Platforms swbug Problem: When performing a manual submit, and Always Prompt for Login is set to Prompt in the User schema preferences, the manual submit will fail with an error similar to the following: ÒUser: Server:<Remedy_server> A User name must be supplied in the control record. (ARERR 149) Action Request System, ARUser Tool version <copyright info>ó Considerations and Known Anomalies Action Request System Gateway 3-2 Software Release Notice 5.0rev1

19 Known Anomalies NT Platform Only Solution: UNIX: In SubmitTroubleTicket, change the -e flag to -i. The ARS User Tool will start each time a trouble ticket is submitted, you will be prompted to login, and a blank pop-up window will appear. You will need to perform a Query/List to see the newly-created trouble ticket. NT: Modify the <SPECTRUM_home>/ars_gateway/ar.ini file by adding User=SPECTRUM. The system administrator may wish to hide this file for security reasons. NT Platform Only spars spars Problem: Solution: Problem: Solution: If you modify your filters when the Automatic Trouble Ticket Generator (arsgated) is running, the modifications are not known by the arsgated. Stop and restart the arsgated after changing any filters. When the Show Similar Tickets button is pressed from the SPECTRUM Trouble Ticket, the similar tickets are displayed but the resolution field is not exploded. This will be fixed in a future release. spars spars Problem: Solution: When performing a manual submit from the SPECTRUM Alarm View, a blank pop-up message may appear and no trouble ticket is generated. Create a tmp directory off the root of the drive upon which SPECTRUM is installed. ARS Gateway expects a tmp directory in which to write temporary files. spars aabug Problem: Solution: Manual submit does not work if an active link is created for the SPECTRUM Trouble Ticket Schema. Use a filter instead of an active link to cause an action on a submit E22 Considerations and Known Anomalies 3-3

20 Known Anomalies NT Platform Only Considerations and Known Anomalies Action Request System Gateway 3-4 Software Release Notice 5.0rev1