PART NO: FB-510-AG-01. Action Request System 5.1 Flashboards Administrator s Guide

Transcription

1 PART NO: FB-510-AG-01 Action Request System 5.1 Flashboards Administrator s Guide

2 Copyright Peregrine Remedy, Inc. All rights reserved. Information contained in this document is proprietary to Peregrine Remedy, Inc., and may be used or disclosed only with written permission from Peregrine Remedy, Inc. This book, or any part thereof, may not be reproduced without the prior written permission of Peregrine Remedy, Inc. This document refers to numerous products by their trade names. In most, if not all, cases these designations are claimed as Trademarks or Registered Trademarks by their respective companies. Remedy, the Remedy Corporation logo and design, Action Request System, and AR System are registered or other trademarks of Peregrine Remedy, Inc., Mountain View, CA, USA. This document and the related software described in this manual are supplied under license or nondisclosure agreement and may be used or copied only in accordance with the terms of the agreement. The information in this document is subject to change without notice and does not represent a commitment on the part of Peregrine Remedy, Inc. Contact Remedy Customer Support to verify the date of the latest version of this document. The names of companies and individuals used in the sample database and in examples in the manuals are fictitious and are intended to illustrate the use of the software. Any resemblance to actual companies or individuals, whether past or present, is purely coincidental. If you need technical support for this product, or would like to request documentation for a product for which you are licensed, contact Remedy Customer Support by at support@remedy.com. If you have comments or suggestions about this documentation, contact Information Development by at doc_feedback@remedy.com. This edition applies to version 5.1 of the licensed program. U.S. GOVERNMENT RIGHTS. Use, duplication, or disclosure by the Government is subject to Peregrine Remedy, Inc. s commercial software license(s). If you are the U.S. government, you agree that these written materials are commercial computer software -related documentation licensed pursuant to the terms of Peregrine Remedy, Inc. s commercial computer software license(s) in accordance with 48 C.F.R of the Federal Acquisition Regulations and its successors and 48 C.F.R of the DoD FAR Supplement and its successors. Unpublished rights are reserved under the copyright laws of the United States. Remedy Corporation 1585 Charleston Road, Mountain View, CA Tel Fax

3 Table of Contents Preface Audience Obtaining System Requirements and Software Action Request System Documents Chapter 1 Flashboards Overview Flashboards Overview Flashboards Uses System Requirements Flashboards Architecture Data Flow when Creating, Modifying, and Deleting Flashboards Data Flow when Retrieving Data Flashboards Components Planning Your Flashboard Chapter 2 Installing and Uninstalling Flashboards Upgrading to Flashboards Installing and Uninstalling Flashboards on Windows Installing and Uninstalling Flashboards on UNIX and Linux Postinstallation Steps Displaying Your Flashboards Running the Flashboards Driver Contents! 3

4 Action Request System 5.1 Chapter 3 Licensing Flashboards Obtaining Licenses Using the Flashboards License Information Worksheet Contacting Customer Support Adding Licenses Chapter 4 Creating, Modifying, and Deleting Flashboards Variables, Data Sources, and Alarms Creating Flashboards Data Sources and Variables Modifying or Deleting Data Sources and Variables Creating Flashboards Alarms Modifying or Deleting a Flashboards Alarm Chapter 5 Creating, Modifying, and Deleting Flashboards Creating Flashboards Modifying or Deleting a Flashboard Chapter 6 Working with AR System Forms Adding Flashboards to AR System Forms or Web Forms Types of Forms Appendix A Workflow Considerations Changing a Flashboard with Active Link Workflow Parameter and Value Conventions Parameter Modifications Appendix B Flashboards Error Messages Appendix C Flashboards Examples Setting Up Server Statistics Flashboards Creating Components to Display Non-Cumulative Server Statistics Creating Components to Display Cumulative Server Statistics Viewing Flashboards After You Set Up the Examples Importing Forms and Active Links Troubleshooting Setting Up Summarization Flashboards " Contents

5 Flashboards Administrator s Guide Appendix D Planning a Flashboard Defining Your Flashboard Purpose Selecting What to Monitor Creating the Flashboards Variables Creating the Flashboards Data Source Creating the Flashboard Adding a Flashboard to an AR System Form Glossary Index Contents! 5

6 Action Request System " Contents

7 Preface The Action Request System (AR System) Flashboards product allows you to graphically display and monitor information from the AR System database. This guide contains the following chapters:! Chapter 1, Flashboards Overview, introduces the Flashboards product and its components, provides system requirements, and describes the Flashboards architecture.! Chapter 2, Installing and Uninstalling Flashboards, explains how to install and uninstall the Flashboards product in Windows, UNIX, and Linux systems. It also describes how to change the configuration of the Flashboards mid tier.! Chapter 3, Licensing Flashboards, describes the Flashboards product license types, explains how to obtain license key information, and provides a worksheet to gather the license information you will need to apply for a license.! Chapter 4, Creating, Modifying, and Deleting Flashboards Variables, Data Sources, and Alarms, explains how to create, modify, and delete Flashboards variables, data sources, and alarms.! Chapter 5, Creating, Modifying, and Deleting Flashboards, explains how to create, modify, and delete flashboards. Preface! 7

8 Action Request System 5.1! Chapter 6, Working with AR System Forms, describes how to add flashboards to AR System or web forms and contains a description of Flashboards forms.! Appendix A, Workflow Considerations, describes how to use active link workflow to change a flashboard parameter value.! Appendix B, Flashboards Error Messages, describes the Flashboards error messages. Read the Flashboards 5.1 Release Notes before you perform any of the steps in this chapter.! Appendix C, Flashboards Examples, describes Flashboards examples.! Appendix D, Planning a Flashboard, describes how to plan a flashboard.! Glossary, contains Flashboards-specific terms. 8 " Preface

9 Flashboards Administrator s Guide Audience This guide is written for administrators and subadministrators who use AR System Administrator to create and configure Flashboards components. This guide assumes that administrators and subadministrators are familiar with AR System. Obtaining System Requirements and Software System requirements vary for server machines and client machines, and for international environments. You might need to upgrade your operating system (or, in the case of servers, your relational database) to be compatible with the new version of AR System. Refer to the following documents for the most current information on system requirements, including international and client requirements and patch requirements:! Product compatibility matrix: Release notes: AR System software is available by Electronic Software Distribution (ESD), or on CD-ROM. If you purchase AR System by ESD, you will receive a password when you make your purchase. You must have an Internet connection and your password to download the software and documentation. Contact your sales representative, or go to for more information about obtaining software. Clients are available for Windows only, and client machines must have network access to the installed 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 AR System server resides. In addition, Flashboards network connectivity conditions require that AR System User and AR System mid tier be connected to each other, and that AR System mid tier be connected to the AR System server. Audience! 9

10 Action Request System 5.1 Action Request System Documents Title and Part Number Description Audience Format AR System Concepts Guide AR-510-CG-01 Developing AR System Applications: Basic AR-510-DABG-01 Developing AR System Applications: Advanced AR-510-DAAG-01 Configuring AR System AR-510-CFG-01 Optimizing and Troubleshooting AR System AR-510-OTG-01 AR System Database Reference Guide AR-510-DRG-01 AR System Distributed Server Option Administrator s Guide AR-510-DSOG-01 AR System C API Reference Guide AR-510-CAPI-01 AR System Java API Installing AR System AR-510-IG-01 Overview of AR System architecture and features with in-depth examples; includes information about other AR System products as well as a comprehensive glossary for the entire AR System documentation set. Basic procedures for creating and modifying an AR System application for tracking data and processes. Advanced procedures for extending and customizing AR System applications. Server administration topics on configuring servers and the mid tier, and maintaining AR System. Server administration topics and technical essays related to monitoring and maintaining AR System for the purpose of optimizing performance and troubleshooting problems. Database administration topics and rules related to how AR System interacts with specific databases; includes an overview of the data dictionary tables. Server administration and procedures for implementing a distributed AR System server environment with the Distributed Server Option. Information about AR System data structures, API function calls, and OLE support. Information about Java classes, methods, and variables that integrate with AR System. Procedures for installing and licensing AR System. Everyone Administrators Administrators Administrators Administrators Administrators Administrators Administrators and Programmers Administrators and Programmers Administrators Print and PDF Print and PDF Print and PDF Print and PDF Print and PDF Print and PDF Print by special order and PDF Print by special order and PDF HTML Print and PDF 10 " Preface

11 Flashboards Administrator s Guide Title and Part Number Description Audience Format AR System Engine Guide AR-510-EEG-01 AR System Error Messages Guide AR-510-EMG-01 AR System Master Index AR-510-MI-01 AR System Release Notes AR-510-RN-01 AR System Windows User Tool Help Procedures for installing, configuring, and using the AR System Engine. List of AR System error messages with expanded descriptions. Administrators Administrators and Programmers Print by special order and PDF Print by special order and PDF Combined index of all books. Everyone Print only New features list, compatibility lists, international issues, open and fixed issues. Procedures for using AR System Windows User Tool. Everyone Everyone Print and PDF Help menu AR System Import Help Procedures for using AR System Import. Administrators Help menu AR System Administrator Help Procedures for creating and modifying an AR System application for tracking data and processes. Administrators Help menu AR System Alert Help Procedures for using AR System Alert. Everyone Help Menu Unless otherwise noted, online documentation is available in Adobe Acrobat (PDF) format on AR System product installation CDs and/or on the Customer Support web site. Action Request System Documents! 11

12 Action Request System " Preface

13 1 CHAPTER Flashboards Overview This chapter introduces the Flashboards product and its components, provides system requirements, and describes the Flashboards architecture. This chapter contains the following topics:! Flashboards Overview on page 14.! System Requirements on page 14.! Flashboards Architecture on page 15.! Flashboards Components on page 18.! Planning Your Flashboard on page 19. Flashboards Overview! 13

14 Action Request System 5.1 Flashboards Overview Flashboards Uses System Requirements A flashboard is a dynamic, graphical representation of information in the AR System database forms. You can view flashboard information in the AR System Windows User Tool (AR System User) or a web client through flashboard fields in AR System forms. These fields conform to the same specifications as other form fields and can have associated workflow. Use the Flashboards product to perform the following data manipulations:! Process, store, and display data from the AR System database in the form of graphs, charts, text boxes, and meters. To display information about several variables or to compare historical data, use a chart. To display information about single variables, use meters or text boxes. Text boxes display information in text form, whereas meters display a statistic whose value normally lies within a specific range. Meters only display the most recently received value.! Display real-time data or historical data for trend or historical analysis.! Provide visual alerts with the alarm component.! Display data in new or existing AR System forms. The Flashboards product is fully incorporated with, and provides additional functionality to, AR System Administrator. The system requirements for installing Flashboards 5.1, creating flashboards, and viewing flashboards information are as follows:! AR System 5.1! AR System mid tier 5.1! One of the following: Microsoft Windows 2000, Windows NT 4.0 (Service Pack 4 or later), HP-UX, AIX, Solaris, Linux! Java run-time environment (JRE) 1.3.1_02 or later! 26 megabytes of free disk space Note: You must have both AR System 5.1 mid tier and Flashboards 5.1 mid tier installed before you can view flashboards in the native user tool. 14 "Chapter 1 Flashboards Overview

15 Flashboards Administrator s Guide Flashboards Architecture The following sections describe Flashboards architecture. Data Flow when Creating, Modifying, and Deleting Flashboards You create, modify, and delete flashboards in AR System Administrator. As Figure 1-1 shows, AR System Administrator sends user requests to the AR System server. The AR System server performs the operation and returns the information about the new or modified flashboard to AR System Administrator. Users view new or modified flashboard information in AR System Administrator. Users enter flashboard information or request. Users display flashboard info Remedy Administrator Request (create, modify, delete, flashboard) Server performs request and returns info to Admin. AR System Server Figure 1-1: Data Flow when Creating, Modifying, and Deleting Flashboards The Flashboards mid tier, which works with the AR System mid tier, passes access permission information to the AR System server, holds requested Flashboards image information in a cache, and translates the image information so it can be viewed by the display client. When a display client requests a Flashboards image, the mid tier checks to see if the information is in the mid tier cache. If the information is in the cache, the Flashboards mid tier will generate an image and send it to the display client. If the information is not in the cache, the mid tier requests the information from the AR System server, updates the cache, generates an image, and sends it to the display client. Flashboards Architecture! 15

16 Action Request System 5.1 Data Flow when Retrieving Data You can use flashboards to retrieve data from the AR System database, as Figure 1-2 on page 17 shows. During this process (solid arrows in the figure), you enter the information about the data requested into the display client (AR System User or a web browser), which sends a data retrieval request to the Flashboards/AR System mid tier. The mid tier sends the request to the AR System server. The server retrieves the data from the AR System database and returns the information through the same path. AR System User or the web browser displays the information. The Flashboards server writes historic data to the FB:History form in the AR System database (broken arrows in Figure 1-2 on page 17). 16 "Chapter 1 Flashboards Overview

17 Flashboards Administrator s Guide Remedy User Browser AR System Mid-Tier FB Mid-Tier AR System API Call AR System Server AR System API AR System API Call Flashboard Server Data Collection AR System Database Field 1 Field 2 Field 3 User Form Field 1 Field 2 Field 3 Flashboard Form Field 1 Field 2 Field 3 History Form User Forms Flashboard Forms FB:History Form Figure 1-2: Data Flow when Retrieving Data Flashboards Architecture! 17

18 Action Request System 5.1 Flashboards Components Table 1-1 describes the individual Flashboards components. Use Flashboards components to create, define, and display information about a flashboard. AR System administrators create and maintain these components in AR System Administrator. Table 1-1: Flashboards Components Component Alarm Data Source Variable Flashboard Description Specifies a threshold limit for variables. The Flashboards server checks the threshold when it updates variable information, such as when the server reaches the collection interval or refreshes the variable. If the threshold limit is reached and the server has updated the variable information, the server generates an entry in the Alarm Events form. Specifies the group of variables that provide the flashboard information to monitor. You can configure the group to display in different graphic forms. Data sources have unique names and can contain one or more variables. You can choose the groups that have permission to view data source information. Specifies the information to monitor from a single form. A variable represents the data, such as a slice of a pie graph, a bar in a bar graph, or a line in a line graph. Variables have unique names and can be associated with more than one data source. Variables have the following components:! Queries, which identify the type of AR System entries to include in the flashboard. Flashboards queries follow the same conventions as qualifications (required).! Operations, which perform statistical operations on the data that the query returns. The five operations are: Count, Sum, Minimum, Maximum, and Average (required).! Expressions, which numerically define the type of operation to perform. An expression performs an operation on the selected form fields and keywords. (Required if the operation is Sum, Minimum, Maximum, or Average. Optional for Count.)! Collection intervals, which set the frequency at which the Flashboards server polls the AR System database for information that matches a query. The server saves the collected information in the FB:History form in the AR System database (optional). See the information on building qualifications in the Developing AR System Applications: Advanced guide for more information on building queries and expressions. A flashboard is a dynamic, graphical representation of information in the AR System database forms. You can view flashboard information in AR System User or a web client through flashboard fields in AR System forms. These fields conform to the same specifications as other form fields and can have associated workflow. 18 "Chapter 1 Flashboards Overview

19 Flashboards Administrator s Guide Planning Your Flashboard Use the following guidelines to plan your flashboard:! Define the purpose of the flashboard. Determine the information to monitor, how that information should be displayed (including what forms to use), how often to save data, which groups should access that information, and whether alarms and notifications should be sent.! Identify the types of flashboards components and form fields that the flashboard will use.! Create the flashboard components and flashboard. Add the flashboard to a form. To allow users to view the flashboard on the web, you must deploy the form. For more detailed information on planning a flashboard, refer to Appendix D, Planning a Flashboard. Planning Your Flashboard! 19

20 Action Request System "Chapter 1 Flashboards Overview

21 2 CHAPTER Installing and Uninstalling Flashboards This chapter explains how to install and uninstall the Flashboards product on Windows, UNIX, and Linux systems. It also describes how to change the configuration of the Flashboards mid tier to view your flashboards. This chapter contains the following topics:! Upgrading to Flashboards 5.1 on page 22.! Installing and Uninstalling Flashboards on Windows on page 22.! Installing and Uninstalling Flashboards on UNIX and Linux on page 25.! Displaying Your Flashboards on page 29.! Running the Flashboards Driver on page 31. Installing and Uninstalling Flashboards! 21

22 Action Request System 5.1 Upgrading to Flashboards 5.1 If you are migrating from Flashboards 2.0 to Flashboards 5.1 and you do not want to overwrite your Flashboards 2.0 files, transfer the files into a separate directory that is not the default installation directory before you install Flashboards 5.1. For best results, you should uninstall any previous Flashboards version before you install Flashboards 5.1. During installation, the Flashboards Administrator components are installed in AR System Administrator. The Flashboards product is fully incorporated with, and provides additional functionality to, AR System Administrator. Use AR System Administrator to create, modify, and delete flashboards. Installing and Uninstalling Flashboards on Windows You can install the Flashboards server on any server. However, the Flashboards server can only communicate with one AR System server at a time. You must install the Flashboards mid tier on the same server as the AR System mid tier. You must install all Flashboards components, as well as the AR System mid tier and AR System server, before you can create or display flashboards. The following procedure explains how to install Flashboards on Windows. Refer to System Requirements on page 14 of this manual, or the compatibility matrix on the Customer Support web site, before you install Flashboards. Installing Flashboards Components on Windows 1 Make sure that you have already installed AR System 5.1 on your computer. 2 Close all applications and stop your web server before you start the Flashboards installation. Click Cancel anytime to exit the installation. 3 Insert the Flashboards CD-ROM into your CD-ROM drive. If the Flashboards Setup program (wizard) starts automatically a few seconds after inserting the CD-ROM, skip to step 5. If it does not, go to the next step. 4 Choose Start > Run to display the run dialog box and type: <Drive>:\flashboards\cd\setup.exe 22 "Chapter 2 Installing and Uninstalling Flashboards

23 Flashboards Administrator s Guide 5 Click OK. The Welcome dialog box appears. You can also go to the CD-ROM directory where Setup is located and double-click Setup to display the Welcome dialog box. 6 Click Next to display the Select Components dialog box. 7 Choose the components to install:! Flashboards Administrator, which installs the Flashboards components into AR System Administrator.! Flashboards Mid Tier, which installs the Flashboards mid tier into the same directory as the AR System mid tier. Flashboards will not work if the Flashboards and AR System mid tiers are not installed into the same directory.! Flashboards Server, which installs the Flashboards server components into the default directory or the directory you choose in a subsequent step.! Forms, which installs the Flashboards-related forms into the AR System database. (required)! Samples, which installs Flashboards sample files. If you do not choose individual components, all components will be installed by default. Note: If you are reinstalling Flashboards, you do not need to reinstall the forms. However, you will get an error if you did not export your existing forms and you try to install new forms. If this occurs, discontinue the installation, export your forms, and restart the installation. 8 If you did not select to install the Flashboards server, click Next to display the Start Copying Files dialog box. Go to step 14. For example, you might choose this option to install the Flashboards server on another machine. 9 If you did select to install the Flashboards server, click Next to display the Choose Destination Location screen. 10 Click Browse to display the Choose Folder dialog box and enter a non-default directory, or click Next to accept the default directory (recommended) and to display the Administrator Logon Information Required dialog box. 11 Enter the AR System administrator s username and password. This is the AR System user who can import forms to the AR System server. The AR System administrator must be a member of the Administrator group (Group ID 1). Installing and Uninstalling Flashboards on Windows! 23

24 Action Request System Click Next to display the Application Service Password dialog box. Enter the Application Service Password (required only if your system administrator already entered an Application Service Password in AR System Administrator; to find out if there is a password, in AR System administrator, click on a server name, then choose File > Server Information, click the Connection Settings tab and check the Application Service Password). You also supply this password, if applicable, to install other products, such as the Approval Server. If you change the Application Service Password in AR System Administrator after you install Flashboards, refer to Running the Flashboards Driver on page Click Next to display the AR Server to Support Flashboards dialog box. Enter the name of the AR System server that supports Flashboards, the server port number, and the RPC port number. 14 Click Back to review installation choices, or click Next to display the Start Copying Files dialog box. If you selected to install the Flashboards server, the installation program informs you when it imports the flashforms.def file. If you selected to install the Flashboards mid tier, the installation program informs you that you must restart the web server. Click OK in the Information dialog box to continue the installation setup. 15 Click Finish in the Setup Complete dialog box to complete the installation and restart the server and web server. Uninstalling Flashboards Components on Windows Uninstall all components at the same time from the Windows operating system control panel. After you uninstall the components, restart Windows. Note: Use AR System Administrator to uninstall forms manually. 24 "Chapter 2 Installing and Uninstalling Flashboards

25 Flashboards Administrator s Guide Installing and Uninstalling Flashboards on UNIX and Linux You can install the Flashboards server on any server. However, the Flashboards server can only communicate with one AR System server at a time. You must install the Flashboards mid tier on the same machine as the AR System mid tier. You must install all Flashboards components, as well as the AR System mid tier and AR System server, before you can create or display flashboards. Refer to System Requirements on page 14 of this manual and the compatibility matrix on the Customer Support web site before you install Flashboards. Note: You can only install the Flashboards Administrator on Windows. The following procedure explains how to install Flashboards on UNIX and Linux. The installation script will print information to the screen in between the steps that this procedure discusses. This procedure only discusses the steps that require you to enter information. Installing Flashboards on UNIX and Linux 1 Stop all applications, including your web server. 2 Log in as the root user 3 Access the installation software. 4 If you are installing from a CD:! Mount the CD locally or remotely.! Change to the directory containing the Flashboards installation script as follows: # cd <CD-ROM_mount_point>/arsystem For example: #cd cdrom/fb_51 The default mount point is /cdrom. Installing and Uninstalling Flashboards on UNIX and Linux! 25

26 Action Request System Run the Flashboards installation script: #. /fb_install 6 Enter Y when you are prompted to install Flashboards. Product and copyright information appears. 7 Enter Y when you are prompted to install the Flashboards server, unless you are installing the server on another machine. 8 Enter Y when you are prompted to install Flashboards forms. Note: If you are reinstalling Flashboards, you do not need to reinstall the forms. However, you will get an error if you did not export your existing forms and you try to install new forms. If this occurs, discontinue the installation, export your forms, and restart the installation. 9 Enter Y when you are prompted to install Flashboards samples. 10 Enter Y when you are prompted to install Flashboards mid tier. 11 Enter and confirm the Java installation directory. If you do not have Java installed, stop the installation, install Java 1.3.1_02, and begin the installation again. 12 Enter (and confirm) the name of the AR System server that supports Flashboards. 13 Enter (and confirm) the AR System server TCP port number or accept the default (0). 14 Enter (and confirm) the AR System server RPC port number or accept the default (0). 15 Enter (and confirm) the AR System administrator s username and password. This is the AR System user who can import forms to the AR System server. The AR System administrator must be a member of the Administrator group (Group ID 1). 16 Enter (and confirm) the Application Service Password (required only if your system administrator already entered an Application Service Password in AR System Administrator; to find out if there is a password, in AR System administrator, click on a server name, then choose File > Server Information, click the Connection Settings tab and check the Application Service Password). You also supply this password, if applicable, to install other products, such as the Approval Server. If you change the Application Service Password in AR System Administrator after you install Flashboards, refer to Running the Flashboards Driver on page "Chapter 2 Installing and Uninstalling Flashboards

27 Flashboards Administrator s Guide 17 Enter (and confirm) the product directory name, which is the CD mount directory (such as cdrom) at the prompt. 18 Enter (and confirm) the installation directory for Flashboards. The installation script displays a list of extracted files and confirms that it imported the forms successfully. The installation is complete. After you complete the installation, refer to Chapter 3, Licensing Flashboards for information on how to obtain a license. If you installed the Flashboards mid tier, restart your server and your web server. Uninstalling Flashboards Components on UNIX and Linux Use AR System Administrator to uninstall forms manually. To uninstall the Flashboards components: 1 To uninstall the Flashboards server, delete the <Flashboards server install directory>. 2 To uninstall the Flashboards mid tier: a From the file: <Flashboards mid tier install directory>/web-inf/web.xml Remove the following entries: <servlet> <servlet-name>fbimageservlet</servlet-name> <servlet-class>com.remedy.arsys.fbmidtier.servlet. FBImageServlet</servlet-class> </servlet> b From the file: <Flashboards mid tier install directory>/web-inf/classes/configure.properties Remove the following entries: flashboards.cache_update_interval=0 flashboards.cache_flush_idle_objects_time=43200 flashboards.statistics_flag=0 flashboards.statistics_resultstring=0 Installing and Uninstalling Flashboards on UNIX and Linux! 27

28 Action Request System 5.1 c Delete the following files from the AR System mid tier install directory: <Mid Tier Install Directory>/WEB-INF/flashboard_field.xsl <Mid Tier Install Directory>/WEB-INF/lib/flashboards.jar <Mid Tier Install Directory>/WEB-INF/lib/jcelementsK.jar <Mid Tier Install Directory>/WEB-INF/lib/jcchartK.jar <Mid Tier Install Directory>/WEB-INF/classes/ fbmessages.properties <Mid Tier Install Directory>/apps/shared/doc/config/en/fbconfig_help_settings.htm <Mid Tier Install Directory>/apps/shared/javascript/fb_config_actions.js <Mid Tier Install Directory>/apps/shared/config/config_navigation.jsp <Mid Tier Install Directory>/apps/shared/config/config_flashboards_settings.jsp <Mid Tier Install Directory>/apps/shared/config/config_flashboards_resource.jsp <Mid Tier Install Directory>/apps/shared/config/config_flashboards_navigation.jsp Postinstallation Steps If you use a terminal to connect to a headless UNIX or Linux machine where you have installed your web server and your Flashboards mid tier, you might get a java.lang.noclassdeffounderror error, or you might be unable to open your flashboards on the web. Perform the following steps on your terminal before you restart your web server: 1 Set the DISPLAY environment variable. For example: setenv DISPLAY <machine where flashboard mid tier is installed>: Call xhost + and ensure that you receive the following message on the screen: access control disabled, clients can connect from any host 3 Restart the web server. Warning: Restart the web server from the console. Do not use your web server administrator page. 28 "Chapter 2 Installing and Uninstalling Flashboards

29 Flashboards Administrator s Guide Displaying Your Flashboards The Flashboards mid tier and AR System mid tier work together to display flashboards in AR System User or in a web client. The Flashboards mid tier generates Flashboards images from Flashboards information in the mid tier cache. You can change Flashboards mid tier cache update and invalidation times from the Flashboards Settings page in the AR System Web Configuration Tool. Changing Flashboards Mid Tier Configuration 1 Open the AR System Web Configuration Tool. 2 On the Overview page, click Flashboards Settings to go to the Flashboards Settings page, as the following figure shows. Displaying Your Flashboards! 29

30 Action Request System 5.1 Figure 2-1: Flashboards Settings Page in AR System Configuration Tool 3 Make changes to the Update interval and Object invalidation times settings. The Update interval is the interval (in seconds) at which the server updates the Flashboards cache information. Set this value to 0 to disable caching. The default value is 3,600 seconds on Windows and 0 on UNIX and Linux. The Object invalidation time is the number of seconds after which the server removes Flashboards information from the cache. The default value is 43,200 seconds. 4 Click Save Changes to save the new values. 5 Exit the configuration tool. 30 "Chapter 2 Installing and Uninstalling Flashboards

31 Flashboards Administrator s Guide Configuring the AR System to View Flashboards To view flashboards in the native user tool, you must enter the default URL into AR System Administrator. To enter a default URL: 1 Open and log in to AR System Administrator. 2 Choose File > Server Information. 3 Click the Advanced tab. 4 Set the default URL path in the Default Web Path field to: This is the location where you installed the AR System mid tier. For example, if your hostname is abc, your default URL path would be: Use AR System User or your web browser to view the flashboards and forms. Running the Flashboards Driver If you change the Application Service Password in AR System Administrator after you install Flashboards, you must run the Flashboards driver to reset the password before running the Flashboards server again. If you do not reset the password, the Flashboards server will not be able to log on to the AR System server. To run the Flashboards driver from the command line: 1 Change directories to the Flashboards installation directory. 2 Enter the following commands: Windows: java -classpath arutil51.jar;flashd51.jar; -DflashInstallPath=<FB_Install_Directory> FBDriver UNIX: java -classpath arutil51.jar:flashd51.jar: - DflashInstallPath=<FB_Install_Directory> FBDriver 3 Type spw to set the password. 4 Follow the screen instructions. See the AR System Administrator online help for more information about the Application Service Password. Running the Flashboards Driver! 31

32 Action Request System "Chapter 2 Installing and Uninstalling Flashboards

33 3 CHAPTER Licensing Flashboards This chapter explains how to obtain licenses and provides a worksheet to gather license information you will need to apply for a license. You must be a system administrator on AR System Administrator to license Flashboards and log on to the Flashboards servers. This chapter contains the following topics:! Obtaining Licenses on page 34.! Using the Flashboards License Information Worksheet on page 34.! Contacting Customer Support on page 35.! Adding Licenses on page 36. Licensing Flashboards! 33

34 Action Request System 5.1 Obtaining Licenses If you are upgrading from Flashboards 5.0, you do not need any new licenses. Use the Flashboards 5.0 server license keys. Go to Adding Licenses on page 36. If you are installing the Flashboards product for the first time, you must have a Flashboards server license and license key for each Flashboards server, in addition to your AR System server license. To obtain a license, fill out the Flashboards License Information Worksheet, then contact Customer Support. Using the Flashboards License Information Worksheet Use the Flashboards License Information Worksheet to organize license information. Note: Select Flashboards Server in the Product Feature field of AR System License Tool to view your Site Name and Host ID. Flashboards License Information Worksheet Contact Information Name Date Company Name Support Contract ID Purchase Order # Fax # Phone # License Information Host ID Site Name License Type Quantity 34 "Chapter 3 Licensing Flashboards

35 Flashboards Administrator s Guide Contacting Customer Support Use one of the following methods to contact Customer Support. Have your user name, password, and system and environment information ready when you call.! Web page: From the Customer Support web site you can obtain product licenses, submit service requests and surveys, consult our knowledge base, review technical notes, obtain product documentation, and enter enhancement requests. If you already have a Remedy account, enter your username and password. If you have never accessed the Support web, click Create Your New Personal Account to access the account information page. Enter your Support Contract ID (formerly referred to as Site ID) and a password. The password is the first three letters of your company name. When you have entered the information, click Continue. If you get an error, call Customer Support.! support@remedy.com (or your authorized dealer)! Telephone: Location Telephone Facsimile Hours (Monday Friday) USA (925) (925) :00 a.m. 5:00 p.m. Pacific Time EMEA :00 a.m. 5:00 p.m. Greenwich Mean Time Asia a.m. 5 p.m. Singapore Time Or contact your authorized dealer. Note: For the most updated Support contact information, refer to: Contacting Customer Support! 35

36 Action Request System 5.1 Adding Licenses After you obtain licenses and license keys from Customer Support, use AR System License Tool to add your licenses. Log in to the AR System License Tool on the server system that you want to license. If you are licensing multiple servers, run AR System License Tool on your workstation, then use the following procedure to add licensing keys. Adding License Keys 1 Choose Start > Programs > Action Request System > AR System License to display the log-on screen. 2 Enter the following information:! User name Your user name (required)! Password Your password (required)! Server name Name of the server you want to access (required)! Authentication string Identifying authentication string, if any, that your NT server administrator set up for each user (optional)! TCP port number TCP port number of the server you want to access (required only if you use a firewall or if you installed multiple servers on the same machine) If you do not provide any port number, the default server is the server you registered with the portmapper. 3 Click OK to display the Action Request System License Tool screen. 4 In the Type field, select Server from the list. 5 Enter the rest of the information exactly as specified (including capitalization) in the appropriate fields. All fields, including the appropriate license key for the Product Feature and date, must match the information that Customer Support or your authorized reseller provides. 6 Click Add License to activate the server license. Repeat these steps for each license. 7 Choose File > Exit to exit AR System License Tool. 36 "Chapter 3 Licensing Flashboards

37 Flashboards Administrator s Guide Viewing License Information 1 Double-click the License icon in the AR System server. The License window opens and displays a scrollable list of existing licenses. 2 To view license information, select a license. For a detailed description of each field, see Table 3-1 on page 38. Warning: If you click the Purge License button in the AR System License window, you will remove any existing server licenses from the machine on which AR System License Tool is running. Click this button only if you plan to move the license from one machine to another permanently. For more information about purging a server license, contact Customer Support. Adding Licenses! 37

38 Action Request System 5.1 Field Product Feature Type Issue Date Expire Date Site Name Host ID License Key Table 3-1: License Field Description Description For Flashboards, select Flashboards Server. Information appears in the fields on the lower portion of the window and the AR System Performance field becomes accessible. The type of license, which varies depending on the contents of the Product Feature field. For example, if the product feature is Server, the Type menu items include Demo and Server. For the Flashboards server, the Type menu item Server should be selected. The date on which the license key was created. The date on which the license expires. If this field is empty, there is no expiration date. For a Demo license, this field is normally set to 60 days after the issue date. The case-sensitive TCP/IP domain name of the site. The case-sensitive address of the primary network adapter card in the server machine. The license key that validates the contents of the license. There is only one encrypted key that is valid, given the contents of the preceding fields. # of Licenses The number of right-to-use licenses for this license. The field to the right of the # of Licenses field enables you to add comments. Leave this field blank, unless you are requested to enter additional information. Max Forms The maximum number of forms allowed on the server with this license. This field is enabled in the lower portion of the window when you select AR System server in the Product Feature field. If this field is left blank, there is no limit to the number of forms that you are able to create. AR System Server ID The ID number of the AR System server. This field is enabled in the lower portion of the window when you select AR System server in the Product Feature field. Multi-Server Indicates whether you purchased the Multi-Processing Server option of the AR System with a Server license. This check box becomes activated in the lower portion of the window when you select AR System server in the Product Feature field. 38 "Chapter 3 Licensing Flashboards

39 4 CHAPTER Creating, Modifying, and Deleting Flashboards Variables, Data Sources, and Alarms This chapter explains how to create, modify, and delete Flashboards variables, data sources, and alarms. You must create variables and link to data sources before you can create flashboards. This chapter contains the following topics:! Creating Flashboards Data Sources and Variables on page 40.! Modifying or Deleting Data Sources and Variables on page 43.! Creating Flashboards Alarms on page 44.! Modifying or Deleting a Flashboards Alarm on page 46. Creating, Modifying, and Deleting Flashboards Variables, Data Sources, and Alarms! 39

40 Action Request System 5.1 Creating Flashboards Data Sources and Variables Use the following procedure to create Flashboards data sources and variables. You must create variables before you can create and configure data sources. Use the same conventions that you would use for the AR System to enter information into the Flashboards product. For more information on conventions, see the Developing AR System Applications: Basic guide. Creating Flashboards Data Sources and Variables 1 In the AR System Administrator main window, choose File > New Server Object to display the New Server Object dialog box. 2 Select Flashboards Data Sources or Flashboards Variables from the dialog box and click OK to display the Create Flashboards Data Sources dialog box (Figure 4-2, on this page), or the Create Flashboards Variables dialog box (Figure 4-2 on page 41). Figure 4-1: Create Flashboards Data Sources Dialog Box 40 "Chapter 4 Creating, Modifying, and Deleting Flashboards Variables, Data Sources, and Alarms

41 Flashboards Administrator s Guide Figure 4-2: Create Flashboards Data Sources Dialog Box 3 Use Table 4-1 to determine which configuration options to enter in each tab. Table 4-1 lists the options and suggests actions to configure variables and data sources. Creating Flashboards Data Sources and Variables! 41

42 Action Request System 5.1 Table 4-1: Configuration Options for Variables and Data Sources Dialog Box Tabs Tab Option Actions Create Flashboards Variable Query Tab Name Enter a variable name (required). Select Form Choose the AR System form that has the fields to build the variable. The fields appear in the Query Fields section and the values associated with the fields appear in the Values section. Qualification Enter qualifications, if applicable. The qualification tab contains two options: Fields and Keywords. Operation Tab Operation Select the appropriate Operation button to set the statistical operation for the query. If you select the Average, Minimum, Maximum, or Sum operations, you must enter an expression in the Expression field. Expression Enter an expression if you chose the Average, Minimum, Maximum, or Sum operations in the Operation section. You can use expressions with operations that use numeric data types, but not with operations that use character or diary data types. Group By Display statistics for the distinct values within a field. For example, if you group a Count operation by Status, the resulting flashboard will be a graph of the counts of each individual status value, such as new, assigned, or closed. Schedule Tab Data Collection Select On to enable data collection. If you choose On, ensure that you start the Flashboards server before you collect data. To start the server on Windows, use the Control Panel or type start.bat from the command line. To start the server on UNIX or Linux, type server.sh from the command line. Start Choose the date and time to begin data collection. Collection Interval Select the data collection intervals. 42 "Chapter 4 Creating, Modifying, and Deleting Flashboards Variables, Data Sources, and Alarms

43 Flashboards Administrator s Guide Dialog Box Tabs Tab Option Actions Delete Interval Select when and whether to delete the data after collection. Data set to expire after a given period cannot be displayed but remains in the database. Data set to delete after a given period cannot be displayed and is removed from the database. Create Flashboards Data Source General Tab Name Enter a data source name. (required) Available Variables Add variables to the data source. The Available Variables box displays the variables that you created. Permissions Tab Permissions Choose the groups that have permission to view data source information. 4 Click the Change History tab and enter variable or data source details, such as the name of the owner. The Change History dialog fields display historic information. 5 Click the Help Text tab and enter a short description of the data source or variable. 6 In the AR System Administrator main window, choose File > Save <object_type> to save your changes. Modifying or Deleting Data Sources and Variables Use the following procedure to modify or delete data sources or variables. Warning: If you modify or delete variables and data sources, you might affect the flashboards and alarms associated with them. Modifying or Deleting Data Sources and Variables 1 In AR System Administrator, open the Server window and click on the server icon of the server that contains the data source or variable to modify. 2 Click Flashboards Data Source or Flashboards Variable. The right section of the Server window displays a list of available data sources or variables. 3 To delete a data source or variable, go to step 5. Modifying or Deleting Data Sources and Variables! 43

44 Action Request System To modify a data source or variable: a Double-click on the data source or variable name to open it. b Select the appropriate tab and modify the data as needed. c d Select the Help Text tab and enter the new description. Select the Change History tab and enter the changes. e In the AR System Administrator main window, choose File > Save <object_type> to save the changes. 5 To delete a data source or variable: a Click on the data source or variable name and choose Edit > Delete Flashboards <object_type>. b Click Yes at the warning that appears. Creating Flashboards Alarms Use the following procedure to create Flashboards alarms. When you first click on a tab, the default options are active. Use the same conventions that you would for the AR System to enter information into the Flashboards product. For more information on conventions, see the Developing AR System Applications: Basic guide. Creating a Flashboards Alarm 1 In the AR System Administrator main window, choose File > New Server Object to display the New Server Object dialog box. 2 Select Flashboards Alarms from the dialog box and click OK to display the Create Flashboards Alarms dialog box, as the following figure shows. 44 "Chapter 4 Creating, Modifying, and Deleting Flashboards Variables, Data Sources, and Alarms

45 Flashboards Administrator s Guide Figure 4-3: Create Flashboards Alarms Dialog Box 3 In the Configure Alarm tab: a Enter an alarm name in the Name field. (required) b Select the associated variable name. c Select the threshold. d Select the Reminder Interval. (required) The Reminder Interval, which is valid while threshold conditions are met, is the time interval between messages. e Select the Reset Interval. The Reset Interval, which is valid after threshold conditions are met, sets the time interval between system checks of the alarm threshold. f Enter the following in the Notify Properties section:! User User name (required)! Mechanism Delivery mechanism for the alarm (Alert, , User Default, or None)! Message Message that the alarm displays (required) 4 Click the Change History tab and enter the details, such as the name of the owner. The Change History dialog fields display historic information. Creating Flashboards Alarms! 45

46 Action Request System Click the Help Text tab and enter a short description of the alarm. This information is displayed in the Flashboard Description field of the Configure Flashboards tab when the server places a flashboard in an AR System form. 6 In the main window of AR System Administrator, choose File > Save <object_type> to save your changes. Modifying or Deleting a Flashboards Alarm Use the following procedure to modify or delete an alarm. If you modify an alarm, you might need to modify any filters you created for the alarm. For more information on working with filters, refer to the Developing AR System Applications: Advanced guide. Modifying or Deleting a Flashboards Alarm 1 In AR System Administrator, open the Server window and click on the server icon of the server that contains the alarm to modify. 2 Click Flashboards Alarm. The right section of the Server window displays a list of available alarms. 3 To modify an alarm: a Double-click on the alarm name to open the alarm. b Select the Configure Alarm tab and modify the data as needed. c Select the Help Text tab and enter the new description. d Select the Change History tab and enter the changes. e In the AR System Administrator main window, choose File > Save <object_type> to save the changes. 4 To delete an alarm: a Click on the alarm name and choose Edit > Delete Flashboards <object_type>. b Click Yes at the warning that appears. Note: To disable an alarm, clear the Enable check box in the Configure Alarm tab. 46 "Chapter 4 Creating, Modifying, and Deleting Flashboards Variables, Data Sources, and Alarms

47 5 CHAPTER Creating, Modifying, and Deleting Flashboards This chapter explains how to create, modify, and delete flashboards. Before you create a flashboard you must create its associated variables and data sources. See Chapter 4, Creating, Modifying, and Deleting Flashboards Variables, Data Sources, and Alarms for more information. This chapter contains the following topics:! Creating Flashboards on page 48.! Modifying or Deleting a Flashboard on page 53. Creating, Modifying, and Deleting Flashboards! 47

48 Action Request System 5.1 Creating Flashboards You can create flashboards that display data as a single point in time (meter, text box, bar chart, or pie chart) or as several points over time (line or area chart). You must create Flashboards variables and data sources before you create the associated flashboard (refer to Chapter 4, Creating, Modifying, and Deleting Flashboards Variables, Data Sources, and Alarms). Different flashboards can use the same data sources and variables. Only the active options for that type of flashboard are active on each tab. When you first click on a tab, the default options are active. Use the same conventions that you would for the AR System to enter information into the Flashboards product. The following procedure explains how to create charts, text boxes, and meters. Refer to the section on field and form conventions in the Developing AR System Applications: Basic guide for more information on conventions for parameter values. Note: To view variable definitions, click View Variable in the Configure Variables tab. 48 "Chapter 5 Creating, Modifying, and Deleting Flashboards

49 Flashboards Administrator s Guide Creating Flashboards 1 In the AR System Administrator main window, choose File > New Server Object. 2 Select Flashboards from the dialog box and click OK to display the Flashboard Type tab in the Create Flashboards dialog box, as Figure 5-1 on page 49 shows. Figure 5-1: Create Flashboard Dialog Box 3 Enter a name in the Flashboard Name field. (required) 4 Select the type of flashboard in the Select Flashboard Type area. 5 If you are creating a meter, go to step 7. If you are creating a text box, go to step 8. If you are creating a line, bar, pie, or area chart, click the Configure Variables tab to display the tab, as Figure 5-2 on page 50 shows. Creating Flashboards! 49

50 Action Request System 5.1 Figure 5-2: Configure Variables Tab 6 In the Configure Variables tab: a Select the data source. b In the Select Variable section, check the box next to the variable to configure. The Select Variable box displays the variables associated with the data source you selected. c Make the variable configuration selections in the Configure Properties for Selected Variable section. Default colors for variables that return multiple sets of data are, in order: red, orange, navy blue, grey, pink, yellow, dark grey, green, black, and aquamarine blue. To change the default colors, make each set of data a different variable and specify its individual color. d Click on the Axis & Legends tab to display the tab, as Figure 5-3 on page 51 shows. 50 "Chapter 5 Creating, Modifying, and Deleting Flashboards

51 Flashboards Administrator s Guide Figure 5-3: Axis & Legends Tab e Make the appropriate selections for the type of chart you are creating. X and Y axis options appear grey if you chose to create a pie chart. Go to step 9. Note: You must choose the Show Time Frame option in this tab if your flashboard is a line chart and contains a variable that is enabled for data collection (see the Schedule tab and data collection sections in Table 4-1 on page 42). Creating Flashboards! 51

52 Action Request System If you are creating a meter, click on the Configure Meter tab, as Figure 5-4, on this page shows. Figure 5-4: Configure Meter Tab Enter or choose the appropriate configuration information for the meter.! The Warning Threshold sets the start point for a yellow band on the meter, which stops where the Alert Threshold starts. The Warning Threshold must be lower than the Alert Threshold.! The Alert Threshold sets the start point for a red band on the meter, which stops at the Range Maximum value. Go to step 9. 8 If you are creating a text box, click the Configure tab to select the data source and variable, and to enter the label text. 9 Click the Change History tab and enter flashboard details, such as the name of the owner. The Change History dialog fields display historic information. 10 Click the Help Text tab and enter a short description of the flashboard. This information is displayed in the Flashboard Description field of the Configure Flashboards tab when the server places the flashboard in an AR System form. 11 In the main window of AR System Administrator, choose File > Save Object to save the flashboard information. Use the information in Chapter 6, Working with AR System Forms to place the flashboard in an AR System form. 52 "Chapter 5 Creating, Modifying, and Deleting Flashboards

53 Flashboards Administrator s Guide Modifying or Deleting a Flashboard The procedure that follows explains how to modify or delete a flashboard. Modifying or Deleting a Flashboard 1 In AR System Administrator, open the Server window and click on the server icon of the server that contains the flashboard. 2 Click Flashboard. The right section of the Server window displays a list of available flashboards. 3 To delete a flashboard, go to step 9. 4 To modify a flashboard, double-click on the flashboard name to display its properties. 5 Click on the appropriate tab and modify the data as needed. 6 Click the Help Text tab and enter the new flashboard description. 7 Click the Change History tab and enter the changes. 8 In the AR System Administrator main window, choose File > Save Object to save the changes. 9 To delete a flashboard: a Click on the flashboard name and choose Edit > Delete Flashboards. b Click Yes at the warning to delete the flashboard. Modifying or Deleting a Flashboard! 53

54 Action Request System "Chapter 5 Creating, Modifying, and Deleting Flashboards

55 6 CHAPTER Working with AR System Forms This chapter describes how to add flashboards to AR System or web forms. It also provides a list of forms that are installed along with Flashboards. This chapter contains the following topics:! Adding Flashboards to AR System Forms or Web Forms on page 56.! Types of Forms on page 58. Working with AR System Forms! 55

56 Action Request System 5.1 Adding Flashboards to AR System Forms or Web Forms After you create a flashboard, you must add it to an AR System form or web form to view the flashboard data. You can attach a flashboard to any AR System form. Once you insert the flashboard into a form, you can associate the flashboard with workflow in the same way as you would do so for other AR System form fields. To allow other users to view the form, you must place the form where they can access it. You can add the same flashboard to many forms. Warning: Do not modify the default AR System Flashboards forms. Adding Flashboards to AR System Forms 1 In AR System Administrator, open the Server window of the server that contains the form where you will place the flashboard. 2 In the left pane of the Server window, select Forms. The list of available forms is displayed in the right pane of the window. Open the form on which to place the flashboard or, for a web form, display the web view of the form or create a new web view. Refer to the Developing AR System Applications: Advanced guide for more information on web views. 3 In AR System Administrator, choose Form > Create a New > Flashboards Field or Select Flashboards Field from the context menu. 4 Place the Flashboard field in the form. 5 Double-click on the Flashboard field or click Field Properties to display the Field Properties - Flashboard Field dialog box. 6 Click the Display tab. 7 Click Custom Properties to display the Flashboards Field Custom Properties dialog box, as Figure 6-1 on page 57 shows. 56 "Chapter 6 Working with AR System Forms

57 Flashboards Administrator s Guide Figure 6-1: Flashboards Field Custom Properties Dialog Box 8 Select the flashboard to be displayed in the form. 9 Click OK to return to the Field Properties dialog box. 10 Set the position and size of the flashboard. 11 Click the Permissions tab and set the view permissions for the flashboard. 12 Save your changes. 13 Close the dialog box. For more information on deploying forms, refer to the Developing AR System Applications: Advanced guide. View the forms (and changes to the forms or flashboard) in AR System User or your web browser. Adding Flashboards to AR System Forms or Web Forms! 57