Server setup help topics for printing

HP Service Manager
Software Version: 9.40
For the supported Windows® and Unix® operating systems
System Installation and Setup help topics for
printing
Document Release Date: January 2015
Software Release Date: January 2015
System Installation and Setup help topics for printing
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System Installation and Setup help topics for printing
About this PDF Version of Online Help
This document is a PDF version of the online help. This PDF file is provided so you can easily print multiple topics from the help information or read the online help in PDF
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System Installation and Setup help topics for printing
Contents
Configuring installation and setup options
9
HP Service Manager Interactive Installation Guide
11
Upgrade Assessment Toolkit User Guide
12
HP Service Manager Upgrade Guide
13
HP Service Manager Applications Patch Manager Guide
14
Autopass licensing changes
15
Server implementation options
16
Hardware load balancers
16
Configure an F5 hardware load balancer
17
Configure an HWLB to accept client requests in HTTP mode
17
Configure an HWLB for SSL offloading
21
Configure an HWLB for SSL between an F5 load balancer and an Service Manager server 22
Configure an HWLB Health Monitor for the Service Manager server
23
Common F5 hardware load balancer deployments
25
Access Service Manager through an F5 HWLB in HTTP mode
25
Access Service Manager on a Windows client through an F5 HWLB in HTTP mode
27
Access Service Manager on a web client through an F5 HWLB in HTTP mode
28
Access Service Manager through an F5 HWLB in SSL offloading mode
29
Access Service Manager on a Windows client through an F5 HWLB in SSL Offloading
mode
31
Access Service Manager on a web client through an F5 HWLB in SSL Offloading mode 32
Access Service Manager on a web service client through an F5 HWLB in SSL
Offloading mode
33
Access Service Manager through an F5 HWLB in Full SSL mode
35
Access Service Manager on a Windows client through an F5 HWLB in Full SSL mode
37
Access Service Manager on a web client through an F5 HWLB in Full SSL mode
38
Access Service Manager on a web service client through an F5 HWLB in Full SSL mode 40
Access Service Manager in Mixed mode
42
Log on to Service Manager by using TSO when an HWLB is located between the
browser and the web tier
HP Service Manager (9.40)
43
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System Installation and Setup help topics for printing
Log on to Service Manager by using LW-SSO when an HWLB is located between the
browser and the web tier
Horizontal scaling implementation
44
45
Horizontal scaling implementation diagram
46
Example: Setting up a horizontal scaling implementation
46
Configuring a horizontal scaling environment
57
Configuring SSL and LW-SSO in a horizontal scaling environment
62
Single servlet implementation
65
Single servlet implementation diagram
66
Example: Setting up a single servlet implementation
66
Requirements for a single servlet implementation
69
Vertical scaling implementation
70
Vertical scaling implementation diagram
71
Example: Setting up a vertical scaling implementation
72
Configuring a vertical scaling environment
75
Vertical scaling and required SSL implementation
77
Vertical scaling and required SSL implementation diagram
78
Example: Setting up a vertical scaling and required SSL implementation
78
Requirements for a vertical scaling and required SSL implementation
82
Lightweight Directory Access Protocol (LDAP)
85
Define file and field-level mappings to an LDAP server
86
Define the default LDAP server
86
Enable an integration to LDAP
87
Set the LDAP authentication base name
87
Enable LDAP over SSL
88
IPv6 overview
90
Recommended Topologies
90
IPv6 supported address formats
91
Text representation
91
Address representation in mixed IPv4/IPv6 environments
91
IPv6 addresses with a port number
92
IPv6 configuration
Configure the Service Manager server for IPv6
92
92
Configure IPv6 for horizontally-scaled environments
93
Configure IPv6 for vertically-scaled environments
93
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System Installation and Setup help topics for printing
Configure the Windows client for IPv6
93
Configure the Web clients for IPv6
94
Application Server
94
Web Server
96
Configure IPv6 to work with Service Manager integrations
98
Configure IPv6 for SRC, Mobile Applications, and SCAuto
99
Print options
Client-side printing
Regional settings
101
101
102
Define the months in the year
102
Set the default date format
102
Set the default system currency
103
Set the default system language
103
Servlet implementation
Servlet implementation options
Single servlet implementation
105
106
107
Single servlet implementation diagram
108
Example: Setting up a single servlet implementation
108
Requirements for a single servlet implementation
111
Vertical scaling implementation
112
Vertical scaling implementation diagram
113
Example: Setting up a vertical scaling implementation
113
Configuring a vertical scaling environment
116
Vertical scaling and required SSL implementation
118
Vertical scaling and required SSL implementation diagram
119
Example: Setting up a vertical scaling and required SSL implementation
120
Requirements for a vertical scaling and required SSL implementation
124
Horizontal scaling implementation
126
Horizontal scaling implementation diagram
127
Example: Setting up a horizontal scaling implementation
128
Configuring a horizontal scaling environment
139
Servlet implementation processes
143
Parameter: groupmcastaddress
144
Parameter: groupname
145
Parameter: groupport
146
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System Installation and Setup help topics for printing
Parameter: httpPort
147
Parameter: httpsPort
148
Parameter: loadBalancer
149
Parameter: sslConnector
150
Startup options for servlet container processes
151
Managing multiple servlet container processes
151
Quiesce all servlet container processes in a servlet implementation
151
Quiesce all servlet container processes on a host
152
Shut down all servlet container processes in a servlet implementation
153
Shutdown all servlet container processes on a host
153
Monitoring memory in Service Manager processes
154
Monitoring native heap and Java heap memory
155
Logging memory monitoring
155
Parameter: memorypollinterval
156
Parameter: log4jdebug
157
Startup and shutdown
Starting Service Manager on UNIX
Start the server from the UNIX command line
Starting Service Manager on Windows
158
158
158
158
Configure the HP Service Manager service to run as a Windows user
159
Start a HP Service Manager client listener
160
Start the server from the Windows command prompt
161
Start the server from Windows services
161
Stopping Service Manager on UNIX
Stop the server from the UNIX command line
Stopping Service Manager on Windows
162
163
165
Stop the server from the Windows command prompt
166
Stop the server from Windows services
167
Server shutdown
168
Do an immediate shutdown of the server
168
Do a delayed shutdown of the server
169
Do a scheduled shutdown of the server
169
System information record
171
Add company contact information
172
Add the Web tier and self-service URLs
173
Set the default maximum number of login attempts per session
173
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Set the default maximum number of sessions per user
174
Set the default password reset
174
Set the default user expiration interval
175
Set the default user inactivation interval
176
Setting file attachment limits
176
Set the maximum file attachment size for the entire company
178
Set the total file attachment size for the entire company
178
Set the maximum number of attachments for each record
179
Set the maximum number of inbox views
179
Set the menu prompt
179
Activate the command/search line toggle button
180
Time zones
181
Set the default system time zone
182
Add a time zone record
182
Delete a time zone record
184
Update a time zone record
184
View a time zone record
185
UTF-8 conversion
187
UTF-8 (Unicode) support
188
Send Documentation Feedback
189
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Configuring installation and setup options
HP Service Manager system installation and setup includes a number of implementation options you can
configure after installation. The following table lists the options you can enable or configure from a new
development environment installation.
Default
state in new
installations
Feature
Description
Computer Telephony
Integration (CTI) with the Web
client
An integration option allowing Web clients to access
telephony software
Disabled
Encryption of configuration file
settings
A security option that protects values listed in the
configuration file
Disabled
Encryption of operator
passwords
A security option that protects the passwords listed
in operator records
Enabled
Event Services
A group of applications that allow Service Manager
to send data to and to receive data from external
systems
Disabled
"Lightweight Directory Access
Protocol (LDAP)" on page 85
An integration option that allows Service Manager
to access data stored in external directory services
Disabled
HP DDM Inventory
An integration option that allows Service Manager
to receive configuration item data from HP DDM
Inventory
Disabled
"Client-side printing" on
page 101
An implementation option that allows clients to
print to their local printer
Enabled
"Servlet implementation" on page 105
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"Horizontal scaling
implementation" on
page 126
An implementation option that uses servlet
implementation features to manage Service
Manager instances running on multiple hosts
Disabled
"Single servlet
implementation" on
page 107
An implementation option where a single servlet
container process manages all client connections
Enabled
"Requirements for a vertical A vertical scaling implementation option running in
scaling and required SSL
combination with the "Required SSL" security option
implementation" on
page 124
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Disabled
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System Installation and Setup help topics for printing
Configuring installation and setup options
Feature
l
Description
"Requirements for a vertical A implementation option where two or more servlet
scaling and required SSL
container processes manage all client connections
implementation" on
on a single host
page 124
Default
state in new
installations
Disabled
"UTF-8 conversion" on page 187
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Background UTF-8
conversion
An implementation option where a background
process runs over time to convert all Service
Manager data to UTF-8 format
Disabled
On demand UTF-8
conversion
An implementation option where the server
converts a single record to UTF-8 format the first
time a user accesses the record
Enabled
External Web Services
An integration option that allows Service Manager
to send data to and to receive data from external
Web Services
Enabled
Publish Service Manager
applications as Web
Services
An integration option that allows Web Services
clients to access Service Manager applications
Disabled
Web Services
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HP Service Manager Interactive Installation Guide
The HP Service Manager Interactive Installation Guide aids Service Manager implementers who are
responsible for installing and configuring Service Manager. The guide also has instructions on the
following topics:
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How to install the Service Manager server and client on Windows and Unix platforms
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How to deploy HP Service Manager on a web application server
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How to install the help on a web server or local file system
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How to install the Open Database Connectivity (ODBC) driver
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How to start the legacy listener
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How to install and configure the client customization utility
The HP Service Manager Interactive Installation Guide is available from the installation media or you can
download it from the HP Software Product Manuals web site.
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Upgrade Assessment Toolkit User Guide
The Upgrade Assessment Toolkit User Guide aids HP partners in estimating the amount of effort
required for a data migration from ServiceCenter to Service Manager or a system upgrade from a lower
version of Service Manager to a higher one. This guide provides instructions on how to generate and
customize data reports using a toolkit named Assessment Toolkit, and also describes a suite of
assessment reports that can be generated with this toolkit. With the help of these assessment reports,
HP partners can easily estimate migration effort and identify potential data migration problems.
The Assessment Toolkit is critical for successful migration from ServiceCenter to Service Manger and
system upgrade from a lower version of Service Manger to a higher one. Before a system migration or
upgrade, HP partners can generate assessment reports to get an overview of the differences between
the related ServiceCenter data, the Service Manager out-of-box (OOB) data, and the customized data
from a real production environment that needs to be migrated as well. Consequently, HP partners are
able to decide what data can or cannot be migrated and how it will be migrated.
You can view and search this guide using Adobe® Reader, which you can download from the Adobe Web
site.
The Upgrade Assessment Toolkit User Guide is available from the help.
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HP Service Manager Upgrade Guide
The HP Service Manager Upgrade Guide aids Service Manager implementers who are responsible for
upgrading the Service Manager to the latest version. The guide has instructions on how to upgrade the
Service Manager client, server, and applications. Implementers can use this guide to complete an
application upgrade or to run their current application versions on an upgraded client/server
environment.
HP provides two options for viewing the HP Service Manager Upgrade Guide:
1. You can view an interactive version of the upgrade guide. The HP Service Manager Interactive
Upgrade Guide enables you to select the options required for your implementation and produce a
customized upgrade guide that includes only the requirements and tasks that apply to you. The HP
Service Manager Interactive Upgrade Guide is available on the installation media or you can
download it from the HP Software Product Manuals web site.
2. You can view one of the following PDF versions of the upgrade guide. Select the appropriate guide
according to your pre-upgrade version of ServiceCenter or Service Manager:
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To upgrade from HP ServiceCenter 6.2 to HP Service Manager 9.40, see the HP Service Manager
Applications Upgrade Guide (from HP ServiceCenter 6.2x) available from the help.
n
To upgrade from HP Service Manager 7.00 to HP Service Manager 9.40, see the HP Service
Manager Applications Upgrade Guide (from HP Service Manager 7.0x) available from the help.
n
To upgrade from HP Service Manager 7.10 to HP Service Manager 9.40, see the HP Service
Manager Applications Upgrade Guide (from HP Service Manager 7.1x) available from the help.
n
To upgrade from HP Service Manager 9.20 to HP Service Manager 9.40, see the HP Service
Manager Applications Upgrade Guide (from HP Service Manager 9.2x) available from the help.
You can view and search the PDF versions of the guide using Adobe® Reader, which you can
download from the Adobe Web site.
HP may update product documentation after initial release. The latest version of the HP Service Manager
Upgrade Guide is available from the HP Software Product Manuals site.
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HP Service Manager Applications Patch Manager
Guide
The HP Service Manager Applications Patch Manager Guide aids Service Manager implementers who are
responsible for updating the Service Manager applications to the latest patch release.
This guide is available from the HP Software Manuals Site at:
http://h20230.www2.hp.com/selfsolve/manuals
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Autopass licensing changes
All HP Service Manager installations now include a bundled version of Autopass that no longer requires a
separate installation of the Autopass software. The bundled version of Autopass is specifically for
verifying the Service Manager license and as such requires you to place the LicFile.txt file in a new path.
Your LicFile.txt file should now reside in your server's RUN folder. See the HP Service Manager
Installation Guide for information about Autopass settings and options.
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Server implementation options
HP Service Manager supports several different implementation options to manage client connections to
the server. The following is a list of the most common server implementation options and the features
they offer.
Feature
Specify all
communication ports
used?
Vertical scaling Horizontal
Single servlet
Vertical scaling with SSL
scaling
implementation implementation implementation implementation
Yes
Yes
Yes
Yes
Specify connection limit? Yes
Yes
Yes
Yes
Load balances client
connections?
No
Yes
Yes
Yes
Implementation uses
multiple hosts?
No
No
No
Yes
Allows dynamic addition
and removal of hosts to
virtual group?
No
No
No
Yes
Allows dynamic addition
and removal of servlet
container processes to
virtual group?
No
Yes
Yes
Yes
Options available to
convert current
implementation into new
one
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Vertical
scaling
Horizontal
scaling
Horizontal
scaling
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Vertical
scaling
Not applicable
Horizontal
scaling
Hardware load balancers
Horizontal or vertical scaling implementations can now use a supported third-party hardware load
balancer in place of a Service Manager load balancer process. Hardware load balancers can offer the
following advantages over a Service Manager load balancer process:
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System Installation and Setup help topics for printing
Server implementation options
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Offer a variety of load balancing algorithms
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Offer SSL acceleration or offloading capabilities
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Offer error detection and correction functionality
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Increase system resources available on a Service Manager host by removing a load balancer process
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Reduce the number communications ports required between Service Manager clients and servers
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Offers option to run Service Manager from a private network with the hardware load balancer acting
as a network gateway
Note: Some customers may choose to omit the web server component in their implementations.
While this is a viable configuration (the exact reasons for choosing such a configuration vary), HP
recommends that customers adhere to the best practice of implementing the Service Manager
web tier product in a standard web server with Java application server configuration. That is, you
should use a combination of products, such as an Apache HTTP Server and Apache Tomcat to host
the Service Manager web tier. This is particularly important when there is a requirement to
implement SSO or TSO functionality in your environment.
Configure an F5 hardware load balancer
The following topics describe how to configure an F5 HWLB to work with Service Manager.
Configure an HWLB to accept client requests in HTTP mode
Note: This topic applies to Windows clients and to HP Service Manager web tier clients.
Prerequisites
Before you begin this process, verify that the following conditions are true:
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The F5 management URL can be accessed through the management IP.
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A VLAN is created on the interfaces.
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System Installation and Setup help topics for printing
Server implementation options
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Static IPs are available for the interfaces.
Step 1: Configure Secure Network Address Translation (SNAT)
If the server and client are located in the same local network, SNAT is required. To determine whether
you must configure SNAT, please consult your Network Engineering team.
To configure SNAT, follow these steps:
1. Click Local Traffic > SNATs > SNAT Pool List.
2. Type TEST_SNAT in the Name field, type the IP address of the Virtual Server IP in the IP Address
field, and then click Add.
3. Click Finished.
Step 2: Configure an iRule to enable session persistence
Configure an iRule to enable session persistence for HTTP requests, based on the JSESSIONID cookie
that the Service Manager server provides. To do this, follow these steps:
1. Click Local Traffic > Virtual Servers > iRules > iRule List.
2. Click Create, and then type TEST_JSESSION_IRULE in the Name field.
3. If OneConnect transformations are enabled in the default HTTP profile, create an HTTP profile to
disable the OneConnect transformations. To do this, Click Local Traffic > Profiles > Services >
HTTP.
4. Copy the following text into the Definition area:
when HTTP_REQUEST {
if {[HTTP::cookie "JSESSIONID"] ne ""}{
persist uie [string tolower [HTTP::cookie "JSESSIONID"]] 300
} else {
set jsess [findstr [string tolower [HTTP::path]] "jsessionid=" 11 ";"]
if { $jsess != "" } {
persist uie $jsess 300
}
}
}when HTTP_RESPONSE {
if {[HTTP::cookie "JSESSIONID"] ne ""} {
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Server implementation options
persist add uie [string tolower [HTTP::cookie "JSESSIONID"]] 300
}
}
5. Click Finished.
Step 3: Disable OneConnect transformations
If OneConnect transformations are enabled in the default HTTP profile, you must create a new HTTP
profile. To do this, follow these steps:
1. Click Local Traffic > Virtual Servers > Profiles > Services > HTTP.
2. Click Create, and then type the TEST_HTTP in the Name field.
3. Click the Custom check box.
4. Disable the OneConnect Transformations, and then click Finish.
Note: Only complete step 4 (above) on HWLB configurations that use HTTP mode to connect to
a web service (such as SRC).
Step 4: Create a new TCP-based health monitor
A TCP-based health monitor detects whether the Service Manager process is already listening to the
port. You can also use the interface provided by Service Manager to check the RTE servlet status. For
more information, see "Configure an HWLB Health Monitor for the Service Manager server" on page 23.
To create a new TCP-based health monitor, follow these steps:
1. Click Local Traffic > Monitors.
2. Click Create, and then type TEST_TCP in the Name field.
3. Select tcp in the Type field, and then click Finished.
Step 5: Create a node
To create a node, follow these steps:
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Server implementation options
1. Click Local Traffic > Nodes > Node List.
2. Click Create, and then type the SM server host IP address.
Note:
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There may be many Service Manager nodes (for example, in a horizontally-scaled Service
Manager system).
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You may add as many nodes as are required by your deployment.
Step 6: Configure a pool member
To configure a pool member, follow these steps:
1. Click Local Traffic > Nodes > Pool List.
2. Click Create, and then type TEST_POOL in the Name field.
3. Select TEST_TCP as the health monitor.
4. Type your server node and port, click Add, and then click Finished.
5. On the Members tab, select TEST_POOL in the Pool list. Verify the members, and then click Enable.
Step 7: Create a new virtual server
To create a new virtual server, follow these steps:
1. Click Local Traffic > Virtual Servers > Virtual Server List.
2. Click Create, and then type TEST_VS in the Name field.
3. Specify a virtual server IP address and port number.
4. Select oneconnect as the OneConnect profile.
5. Select TEST_HTTP as the HTTP Profile option.
6. Select TEST_SNAT as the SNAT Pools option.
7. Enable the TEST_JSESSION_IRULE iRule that you created previously.
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Server implementation options
8. Select TEST_POOL as the Default Pool option.
9. Click Finished.
Configure an HWLB for SSL offloading
You must implement the F5 HWLB’s SSL offloading feature to ensure that the load balancer can
correctly inspect HTTPS traffic. This is required in order to maintain session persistence.
Prerequisites
Before you begin this process, verify that the following conditions are true:
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The HWLB is configured to accept client requests in HTTP Mode. For more information about how to
do this, see "Configure an HWLB to accept client requests in HTTP mode" on page 17.
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The required Service Manager certificates are generated. For more information about how to do
this, see the following articles in the HP knowledge base:
http://support.openview.hp.com/selfsolve/document/KM00488032 (Generating SSL Profiles for an
F5 Load Balancer for Service Manager 9.32)
http://support.openview.hp.com/selfsolve/document/KM00488034 (Generating SSL Profiles for an
F5 Hardware Load Balancer on Service Manager 9.32 - Supporting Files)
Configure the virtual server to use the SSL profile (client)
To configure the virtual server to use the SSL profile for the client, follow these steps:
1. Click Local Traffic > Virtual Servers > Virtual Server List.
2. Select the virtual server that you use to load balance client requests to Service Manager servlets.
3. In the SSL Profile (Client) drop-down list, select TEST_SSL_CLIENT, and then click Update.
Note: You can use the JSession Persistence iRule to maintain session persistence.
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Server implementation options
Configure an HWLB for SSL between an F5 load balancer and an
Service Manager server
Prerequisites
Before you begin this process, verify that the following conditions are true:
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The HWLB is configured for SSL offloading. For more information about how to do this, see
"Configure an HWLB for SSL offloading" on the previous page.
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The required Service Manager certificates are generated. For more information about how to do
this, see the <topic name> topic in the HP knowledge base.
Step 1: Create a pool that contains an HTTPS port
To create a pool that contains an HTTPS port, follow these steps:
1. Click Pools > Pool list.
2. Click Create, and then type TEST_SSL_SERVER in the Name field.
3. Select a health monitor. For more information, see "Configure an HWLB Health Monitor for the
Service Manager server" on the next page.
4. In the address field, type the IP address of the Service Manager server, and then set the server
port to the HTTPS port of the Service Manager server.
5. Click Add.
Note: You can add as many pool list items as your deployment requires.
Step 2: Configure the session persistence type
To configure the session persistence type, follow these steps:
1. Click Local Traffic > Profiles > Persistence.
2. Click Create.
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Server implementation options
3. In the Name field, type TEST_COOKIE_INSERT.
4. In the Persistence Type drop-down list, select Cookie.
5. Click to select the Custom option on the right-hand side.
6. In the Cookie Method drop-down list, select HTTP Cookie Insert.
7. Click Finish.
Step 3: Configure the virtual server to use the SSL profile (Server)
To enable the virtual server to use the server SSL profile, follow these steps:
1. Click Local Traffic > Virtual Servers > Virtual Server List.
2. Select the virtual server that you use to load balance client requests to Service Manager servlets.
3. Select oneconnect as the OneConnect profile.
4. In the SSL Profile (Client) drop-down list, select TEST_SSL_CLIENT.
5. In the SSL Profile (Server) drop-down list, select TEST_SSL_SERVER.
6. Set the SNAT Pool to TEST_SNAT, and then click Update.
7. On the Resource tab, select the default Pool that contains the HTTPS port of the Service Manager
server.
8. Set the Default Persistence Profile to TEST_COOKIE_INSERT.
Configure an HWLB Health Monitor for the Service Manager server
The health monitor helps the HWLB to identify whether a Service Manager servlet can accept a new
connection. This prevents the servlet returning errors if the HWLB directs a request to the servlet when
the servlet is at full capacity or when Service Manager is running in Quiesce mode.
This section describes how to configure and use a health monitor with an F5 HWLB.
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Prerequisites
Before you begin this process, verify that the HWLB is configured to accept client requests in HTTPS
mode (if you use an SSL port) or in HTTP mode (if you use a non-SSL port). For more information about
how to do this, see "Configure an HWLB to accept client requests in HTTP mode" on page 17.
Step 1: Create the health monitor on the F5 HWLB
To create the health monitor on the F5 HWLB, follow these steps:
1. Click Local Traffic > Monitors > Create.
2. Type a name for the health monitor, such as TEST_MONITOR.
3. Select HTTP or HTTPS as the type, depending on the connection type between the F5 HWLB and the
Service Manager server.
4. In the Send String field, type GET /mbeanclient-X.XX/Action?getattribute=
AcceptNewConnection \r\n.
5. In the Receive String field, type true.
6. If you use an SSL connection between the F5 HWLB and the Service Manager server, select TEST_
SSL_SERVER in the Client Certificate and Client Key fields.
7. Click Finished.
Step 2: Update the pool list
1. Click Pools > Pool List.
2. Select the pool that your virtual server uses.
3. In the Health Monitors section, move TEST_MONITOR from the Available side to the Active side.
4. Click Update.
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Step 3: Modify the sm.ini file and restart Service Manager
1. Add the following line to the sm.ini file:
JVMOption999:../../lib/mbeanclient- X.XX.war
2. Restart the Service Manager servers.
Click here to show or hide links to related topics.
Related Tasks
Access Service Manager through an F5 HWLB in HTTP mode
Access Service Manager on a Windows client through an F5 HWLB in HTTP mode
Access Service Manager on a web client through an F5 HWLB in HTTP mode
Common F5 hardware load balancer deployments
The following topics describe some common F5 HWLB deployments.
Access Service Manager through an F5 HWLB in HTTP mode
The following figure illustrates a deployment in which users access Service Manager through an F5
HWLB in HTTP mode:
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Access Service Manager on a Windows client through an F5 HWLB in HTTP
mode
This deployment is suited to testing HP Service Request Catalog and Service Manager in a development
or non-production environment. As you can see from the figure in "Access Service Manager through an
F5 HWLB in HTTP mode" on page 25, this configuration does not use HTTPS/SSL encrypted
communication. This deployment should be used for sand box, development, or demonstration (proof of
concept) purposes.
This section describes how to access Service Manager on a Windows client through an F5 HWLB in HTTP
mode.
Step 1: Configure a Windows client to support an external hardware load balancer
To configure a Windows client to support an external hardware load balancer, follow these steps:
1. Install a new Windows client.
2. Start the Windows client, and then create a new network connection called hwlb_connect.
3. Type the IP or host name of the virtual server as the connection's server address.
4. Type the port of the HWLB virtual server as the connection's server port.
5. On the Advanced tab, click to select the Connect to External Load Balancer option.
6. Click Apply, and then click Connect.
Step 2: Enable an HWLB on a Service Manager server
To enable an HWLB on a Service Manager server, follow these steps:
1. Add the external_lb attribute to the sm.ini file on the Service Manager server.
Note: The external_lb attribute is a system attribute, and every servlet node on the same
host should use the same attribute setting. This attribute must be configured in the sm.ini
file and should not be included in a command when you start a servlet from the operating
system command prompt.
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2. Make sure that no Service Manager software load balancer (for example, sm –loadBalancer) is
configured or running on the Service Manager server.
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Related Tasks
Access Service Manager through an F5 HWLB in HTTP mode
Access Service Manager on a web client through an F5 HWLB in HTTP mode
F5 HWLB Health Monitor
Access Service Manager on a web client through an F5 HWLB in HTTP mode
This deployment is suited to testing HP Service Request Catalog and Service Manager in a development
or non-production environment. As you can see from the figure in "Access Service Manager through an
F5 HWLB in HTTP mode" on page 25, this configuration does not use HTTPS/SSL encrypted
communication. This deployment should be used for sand box, development, or demonstration (proof of
concept) purposes.
This section describes how to access Service Manager on a web client through an F5 HWLB in HTTP
mode.
Step 1: Configure a web client to support an external load balancer
To configure a web client to support an external load balancer, follow these steps:
1. Set the externalLB parameter in the web.xml file to true, as follows:
<init-param>
<param-name>externalLB</param-name>
<param-value>true</param-value>
</init-param>
2. Set the host and port to match the HWLB virtual server IP and port. To do this, configure the
web.xml file as follows:
<init-param>
<param-name>serverHost</param-name>
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<param-value><fully-qualified domain name of the HWLB virtual
server></param-value>
</init-param>
<init-param>
<param-name>serverPort</param-name>
<param-value><Port of the HWLB virtual server></param-value>
</init-param>
Step 2: Enable an HWLB on a Service Manager server
To enable an HWLB on a Service Manager server, follow these steps:
1. Add the external_lb attribute to the sm.ini file on the Service Manager server.
Note: The external_lb attribute is a system attribute, and every servlet node on the same
host should use the same attribute setting. This attribute must be configured in the sm.ini
file and should not be included in a command when you start a servlet from the operating
system command prompt.
2. Make sure that no Service Manager software load balancer (for example, sm –loadBalancer) is
configured or running on the Service Managerserver.
Click here to show or hide links to related topics.
Related Tasks
Access Service Manager through an F5 HWLB in HTTP mode
Access Service Manager on a Windows client through an F5 HWLB in HTTP mode
F5 HWLB Health Monitor
Access Service Manager through an F5 HWLB in SSL offloading
mode
The following figure illustrates a deployment in which users access Service Manager through an F5
HWLB in SSL offloading mode:
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Access Service Manager on a Windows client through an F5 HWLB in SSL
Offloading mode
This section describes how to access Service Manager on a Windows client through an F5 HWLB in SSL
Offloading mode.
Prerequisites
Before you begin this process, you must create the client certificates and private keys, as described in
"Configure an HWLB for SSL offloading" on page 21.
Note: You do not need to configure SSL on the server.
Configure the Windows client to use SSL
To access Service Manager on a Windows client through an F5 HWLB in SSL Offloading mode, you must
configure the Windows client to use SSL. To do this, follow these steps:
1. Click Windows > Preference > HP Service Manager > Security.
2. Click Browse to fill the Client Keystore file.
3. Type clientkeystore as the password.
4. Select the cacerts CA Certificates file that you created earlier, and then click OK.
5. Restart Windows.
Click here to show or hide links to related topics.
Related Tasks
Access Service Manager through an F5 HWLB in SSL Offloading mode
Access Service Manager on a web client through an F5 HWLB in SSL Offloading mode
Access Service manager on a web service client through an F5 HWLB in SSL Offloading mode
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Access Service Manager on a web client through an F5 HWLB in SSL
Offloading mode
This section describes how to access Service Manager on a web client through an F5 HWLB in SSL
Offloading mode.
Prerequisites
Before you begin this process, you must create the client certificates and private keys, as described in
"Configure an HWLB for SSL offloading" on page 21.
Note: You do not need to configure SSL on the Service Manager server.
Modify the web.xml file
To access Service Manager on a web client through an F5 HWLB in SSL Offloading mode, configure the
following parameters in the web.xml file, and then restart Tomcat:
l
ssl
<init-param>
<param-name>ssl</param-name>
<param-value>true</param-value>
</init-param>
l
externalLB
<init-param>
<param-name>externalLB</param-name>
<param-value>true</param-value>
</init-param>
l
keystore
<!-- If this is a relative path, it will be relative to the web application's
deploy directory,
but still needs a leading slash -->
<init-param>
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<param-name>keystore</param-name>
<param-value>/WEB-INF/<FQDN of This Host>.keystore </param-value>
</init-param>
<!-- Specify the password for the client's private keystore -->
<init-param>
<param-name>keystorePassword</param-name>
<param-value>clientkeystore</param-value>
</init-param>
Click here to show or hide links to related topics.
Related Tasks
Access Service Manager through an F5 HWLB in SSL Offloading mode
Access Service Manager on a Windows client through an F5 HWLB in SSL Offloading mode
Access Service manager on a web service client through an F5 HWLB in SSL Offloading mode
Access Service Manager on a web service client through an F5 HWLB in SSL
Offloading mode
This section describes how to access Service Manager on a web service client through an F5 HWLB in SSL
Offloading mode.
Prerequisites
Before you begin this process, you must create the client certificates and private keys, as described in
"Configure an HWLB for SSL offloading" on page 21.
Note: You do not need to configure SSL on the server.
Create a new project in SoapUI
To access Service Manager on a web service client through an F5 HWLB in SSL Offloading mode, follow
these steps:
1. Start the SoapUI tool and click New project.
2. Type a name for the project in the Project Name field.
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3. In the Initial WSDL/WADL field, type http://<SM Server IP>:<SM Server
Port>/SM/7/ChangeManagement.wsdl.
4. Click to select the Create Requests option, and then click OK.
5. Right-click RetrieveChangeList and select New request.
6. Type a name for the request.
7. Click File > Preference > SSL Settings.
8. Navigate to the <client FQDN>.keystore file.
9. Type clientkeystore as the password, and then click OK.
10. Modify the request as follows:
<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/"
xmlns:ns="http://schemas.hp.com/SM/7">
<soapenv:Header/>
<soapenv:Body>
<ns:RetrieveChangeListRequest attachmentInfo="?" attachmentData="?"
ignoreEmptyElements="true" count="2" start="0">
<!--1 or more repetitions:-->
<ns:keys query="planned.start=NULL">
</ns:keys>
</ns:RetrieveChangeListRequest>
</soapenv:Body>
</soapenv:Envelope>
11. Click Authenticate.
12. Type falcon as the user name.
13. Replace http in the URL with https. For example, set the following URL:
https://<FQDN of the HWLB virtual server>:<Port of HWLB virtual server>/SM/7/ws.
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Related Tasks
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Access Service Manager through an F5 HWLB in SSL Offloading mode
Access Service Manager on a Windows client through an F5 HWLB in SSL Offloading mode
Access Service Manager on a web client through an F5 HWLB in SSL Offloading mode
Access Service Manager through an F5 HWLB in Full SSL mode
The following figure illustrates a deployment in which users access Service Manager through an F5
HWLB in Full SSL mode:
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Access Service Manager on a Windows client through an F5 HWLB in Full SSL
mode
This section describes how to access Service Manager on a Windows client through an F5 HWLB in Full
SSL mode.
Prerequisites
Before you begin this process, verify that the following conditions are true:
l
To maintain session persistence, SSL must be configured between the F5 HWLB and the Windows
client. For more information about how to configure SSL, see "Configure an HWLB for SSL offloading"
on page 21.
l
SSL is configured between the F5 HWLB and the SM server. For more information about how to do
this, see"Configure an HWLB for SSL between an F5 load balancer and an Service Manager server" on
page 22 .
Modify the sm.ini file
To access Service Manager on a Windows client through an F5 HWLB in Full SSL mode, configure the
following parameters in the sm.ini file:
ssl:1
ssl_reqClientAuth:2
keystoreFile:server.keystore
keystorePass:serverkeystore
ssl_trustedClientsJKS:trustedclients.keystore
ssl_trustedClientsPwd:trustedclients
truststoreFile:cacerts
truststorePass:changeit
external_lb
sslConnector:1
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Access Service Manager through an F5 HWLB in Full SSL mode
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Access Service Manager on a web client through an F5 HWLB in Full SSL mode
Access Service Manager on a web service client through an F5 HWLB in Full SSL mode
Access Service Manager on a web client through an F5 HWLB in Full SSL
mode
This section describes how to access Service Manager on a web client through an F5 HWLB in Full SSL
mode.
Prerequisites
Before you begin this process, verify that the following conditions are true:
l
To maintain session persistence, SSL must be configured between the F5 HWLB and the web client.
For more information about how to configure SSL, see "Configure an HWLB for SSL offloading" on
page 21.
l
SSL is configured between the F5 HWLB and the SM server. For more information about how to do
this, see"Configure an HWLB for SSL between an F5 load balancer and an Service Manager server" on
page 22 .
Step 1: Modify the sm.ini file
Configure the following parameters in the sm.ini file:
ssl:1
ssl_reqClientAuth:2
keystoreFile:server.keystore
keystorePass:serverkeystore
ssl_trustedClientsJKS:trustedclients.keystore
ssl_trustedClientsPwd:trustedclients
truststoreFile:cacerts
truststorePass:changeit
external_lb
sslConnector:1
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Step 2: Modify the web.xml file
On the Service Manager web tier, locate the web.xml file, and then configure the following parameters:
<init-param>
<param-name>ssl</param-name>
<param-value>true</param-value>
</init-param>
<init-param>
<param-name>cacerts</param-name>
<param-value>/WEB-INF/cacerts</param-value>
</init-param>
<init-param>
<param-name>keystore</param-name>
<param-value>/WEB-INF/<webtier FQDN>.keystore</param-value>
</init-param>
<init-param>
<param-name>keystorePassword</param-name>
<param-value>clientkeystore</param-value>
</init-param>
<init-param>
<param-name>externalLB</param-name>
<param-value>true</param-value>
</init-param>
Click here to show or hide links to related topics.
Related Tasks
Access Service Manager through an F5 HWLB in Full SSL mode
Access Service Manager on a Windows client through an F5 HWLB in Full SSL mode
Access Service Manager on a web service client through an F5 HWLB in Full SSL mode
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Access Service Manager on a web service client through an F5 HWLB in Full
SSL mode
This section describes how to access Service Manager on a web service client through an F5 HWLB in Full
SSL mode.
Prerequisites
Before you begin this process, verify that the following conditions are true:
l
To maintain session persistence, SSL must be configured between the F5 HWLB and SoapUI. For
more information about how to configure SSL, see "Configure an HWLB for SSL offloading" on
page 21.
l
SSL is configured between the F5 HWLB and the SM server. For more information about how to do
this, see"Configure an HWLB for SSL between an F5 load balancer and an Service Manager server" on
page 22 .
Step 1: Modify the sm.ini file
Configure the sm.ini file as follows:
ssl:1
ssl_reqClientAuth:2
keystoreFile:server.keystore
keystorePass:serverkeystore
ssl_trustedClientsJKS:trustedclients.keystore
ssl_trustedClientsPwd:trustedclients
truststoreFile:cacerts
truststorePass:changeit
external_lb
sslConnector:1
Step 2: Create a new project in SoapUI
To create a new project in SoapUI, follow these steps:
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1. Start the SoapUI tool and click New project.
2. Type a name for the project in the Project Name field.
3. In the Initial WSDL/WADL field, type http://<HWLB virtual server
IP>:13080/SM/7/ChangeManagement.wsdl.
4. Click to select the Create Requests option, and then click OK.
5. Right-click RetrieveChangeList and select New request.
6. Type a name for the request.
7. Click File > Preference > SSL Settings.
8. Navigate to the <client FQDN>.keystore file.
9. Type clientkeystore as the password, and then click OK.
10. Modify the request as follows:
<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/"
xmlns:ns="http://schemas.hp.com/SM/7">
<soapenv:Header/>
<soapenv:Body>
<ns:RetrieveChangeListRequest attachmentInfo="?" attachmentData="?"
ignoreEmptyElements="true" count="2" start="0">
<!--1 or more repetitions:-->
<ns:keys query="planned.start=NULL">
</ns:keys>
</ns:RetrieveChangeListRequest>
</soapenv:Body>
</soapenv:Envelope>
11. Click Authenticate.
12. Type falcon as the user name.
13. Replace http in the URL with https. For example, set the following URL:
https://<FQDN of the HWLB virtual server>:<Port of HWLB virtual server>/SM/7/ws.
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Click here to show or hide links to related topics.
Related Tasks
Access Service Manager through an F5 HWLB in Full SSL mode
Access Service Manager on a Windows client through an F5 HWLB in Full SSL mode
Access Service Manager on a web client through an F5 HWLB in Full SSL mode
Access Service Manager in Mixed mode
The following figure illustrates a deployment in which users access Service Manager through an F5
HWLB in Mixed mode:
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Log on to Service Manager by using TSO when an HWLB is located between
the browser and the web tier
This section describes how to log on Service Manager by using Trusted sign-on (TSO) when a HWLB is
located between the browser and the web tier.
Prerequisites
Before you begin this process, you must access Service Manager on a web client through an F5 HWLB in
Full SSL mode, as described in "Access Service Manager on a web client through an F5 HWLB in Full SSL
mode" on page 38.
Configure the HWLB virtual server
To log on to a Service Manager server by using TSO, you must configure the HWLB virtual server. To do
this, follow these steps:
1. Click Local Traffic > Virtual Servers > Virtual Server List.
2. Select the virtual server that you want to configure.
3. In the HTTP Profile field, select TEST_HTTP.
4. In the OneConnect Profile field, select oneconnect.
5. In the NTLM Conn Pool field, select ntlm.
6. Click Update.
7. Add the HWLB domain URL to your browser's trusted sites list.
You can now log on to the Service Manager web tier through the HWLB. For example, type the following
URL into the address bar of your browser:
http://<FQDN of HWLB virtual server>/sm932/index.do
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Access Service Manager in Mixed mode
Log on to a Service Manager server by using LW-SSO when a HWLB is located between the browser and
the webtier
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Log on to Service Manager by using LW-SSO when an HWLB is located
between the browser and the web tier
This section describes how to log on Service Manager by using Lightweight Single Sign-On (LW-SSO)
when an HWLB is located between the browser and the web tier.
Prerequisites
Before you begin this process, verify that the following conditions are true:
l
The HWLB is configured to accept client requests, as described in"Configure an HWLB to accept
client requests in HTTP mode" on page 17.
l
A pool contains the members that point to the web application server (for example, Tomcat).
l
The server and the web tier share the same initString setting.
l
LW-SSO works without the HWLB.
Note: If the domain name of the HWLB is not the same as the domain name of the web tier, you
must set the value of the domain parameter in the lwssofmconf.xml file on the web tier to the
domain name of the HWLB.
Enable LW-SSO
1. Enable LW-SSO on the Service Managerserver. For more information about how to do this, see
"Configure LW-SSO in the server" on page 1.
2. Enable LW-SSO on the web tier. For more information about how to do this, see "Configure LW-SSO
in the Web tier" on page 1.
Click here to show or hide links to related topics.
Related Tasks
Access Service Manager in Mixed mode
Log on to a Service Manager server by using TSO when a HWLB is located between the browser and the
webtier
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Horizontal scaling implementation
In a horizontal scaling implementation you maximize the number of client connections supported across
multiple hosts.
The key features of this implementation are:
l
The HP Service Manager system consists of multiple Service Manager servlet container processes
running on separate physical hosts
l
The implementation allows administrators to specify a system connection limit
l
The Service Manager system can manage a number of concurrent client connections up to the
number of servlet container processes times the threads per process value (For example, 6 servlet
container processes supporting 50 threads per process can support up to 300 client connections)
l
The implementation allows administrators to specify the communication ports the system uses
l
A dedicated load balancer process manages and routes client connections to available servlet
container processes
l
Administrators can dynamically add and remove Service Manager instances from a virtual group
A horizontal scaling implementation is typically used in large 24 by 7 environments where system
scalability and resilience is a concern. A horizontal scaling implementation can support as many client
connections as the sum of the individual Service Manager instances can support (for example, if each
instance can support 50 client connections and there are 6 instances then the total system can support
300 client connections). A horizontal scaling implementation has improved resilience features such as
the ability to stop and start the load balancer process without causing a total system outage and the
ability to add a new servlet container process to a virtual group while the system is running.
Each host in a horizontal scaling implementation can also support a vertical scaling implementation with
the addition of the appropriate servlet implementation parameters. This allows each Service Manager
host to support multiple servlet container processes and to make the best use of the available system
resources.
Note: There can be only one kmupdate process running at any time regardless of the number of hosts.
Starting more than one kmupdate process causes unpredictable behavior on the search engine server.
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Horizontal scaling implementation diagram
The Horizontal scaling implementation diagram is a reference diagram for implementers who are
responsible for installing and configuring HP Service Manager. The guide shows the configuration
settings and network connections required for multiple servers running multiple servlet containers
implementation.
You can view and search this guide using Adobe® Reader, which you can download from the Adobe Web
site.
The Horizontal scaling implementation diagram is available from the help.
Example: Setting up a horizontal scaling implementation
The following example describes how to set up a horizontal scaling implementation that accomplishes
the following:
l
Maximizes the number of client connections supported across multiple hosts
l
Allows an administrator to specify the communications ports the HP Service Manager
implementation uses
You can use this example to configure the implementation depicted in the Horizontal scaling
implementation diagram.
1. Install Service Manager on the first host in the virtual group. For example: myserver1.
The host must be on the same subnet as the other hosts in the virtual group.
2. Log in to the Webware software licensing center and obtain a license file for this host.
Note: After you obtain a license file for this host, it becomes the primary host of the horizontal
scaling implementation. You must start this host first when starting a horizontal scaling
implementation for the first time.
3. Copy the license file you obtain onto a network share accessible to the other servers that will make
up the horizontal scaling implementation.
4. Log in to the operating system of the primary host and change directories to the server's AutoPass
folder. For example:
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C:\Program Files\Common Files\Hewlett-Packard\HPOvLIC\data
5. Paste the license file (LicFile.txt) into the AutoPass folder.
6. Log in to the operating system of the Service Manager server host and change directories to the
Service Manager RUN folder. For example:
C:\Program Files\HP\Service Manager\server\RUN
7. Open the Service Manager configuration file (sm.cfg) in a text editor.
8. Edit the file so that only the following lines appear:
sm
sm
sm
sm
sm
-loadBalancer -httpPort:13080
-que:ir
-httpPort:13081 -httpsPort:13082
-httpPort:13083 -httpsPort:13084
system.start
The loadBalancer parameter creates a special servlet container process to route client connection
requests to other available servlet container processes. A horizontal scaling implementation only
needs one load balancer.
The httpPort:13080 parameter specifies that the load balancer process listens to client connection
requests on HTTP port 13080. This communications port must be unique across all hosts that you
want to join the Service Manager virtual group.
The que:ir parameter starts the processing of scheduled IR records that the server generates
running in asynchronous IR mode.
The httpPort:13081 parameter specifies that the servlet container process listens to client
connection requests on HTTP port 13081. This communications port must be unique on the host on
which you start the servlet container.
The httpsPort:13082 parameter specifies that the servlet container process listens to client
connection requests on HTTPS port 13082. This communications port must be unique on the host
on which you start the servlet container.
The httpPort:13083 parameter specifies that the servlet container process listens to client
connection requests on HTTP port 13083. This communications port must be unique on the host on
which you start the servlet container.
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The httpsPort:13084 parameter specifies that the servlet container process listens to client
connection requests on HTTPS port 13084. This communications port must be unique on the host
on which you start the servlet container.
The system.start parameter specifies that the host system should start all the background
processes in the system.start script file. This host will be the only host in the virtual group that
runs the background processes. The configuration file should already list this line.
9. Save the Service Manager configuration file.
10. Open the Service Manager initialization file (sm.ini) in a text editor.
11. Add the RDBMS connection settings. For example:
[oracle10]
sqldb:ora102
sqllogin:sm7user/password
sqllibrary:SQORACLE.OCI10.DLL
sqldictionary:oracle10
12. Add the following lines:
grouplicenseip:10.0.0.135
groupname:mygroup1
groupmcastaddress:224.0.1.255
groupsubnetaddress:255.255.255.0
groupport:13100
threadsperprocess:50
sessiontimeout:3
system:13080
ir_asynchronous:1
Note: This example assumes the host system has only one network adapter card and therefore
does not need the groupbindaddress parameter. If your host has multiple network adapter cards,
you must add the groupbindaddress parameter to specify which network adapter the virtual group
will use for communications.
The grouplicenseip:10.0.0.135 parameter defines the TCP/IP address of the Service Manager host
with a valid AutoPass license for the virtual group. The value of this parameter must match the IP
address specified in the AutoPass license.
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The groupname:mygroup1 parameter creates a virtual group that servlet container processes
across multiple systems can join for horizontal scaling purposes. The value is arbitrary and can be
any text value without spaces.
The groupmcastaddress:244.0.1.255 parameter defines the TCP/IP address that servlet container
processes can use to communicate with the load balancer process. The TCP/IP address must be
consistent with the UDP multicasting protocol.
The groupsubnetaddress:255.255.255.0 parameter defines the subnet mask that servlet container
processes can use to communicate with the load balancer process. The subnet mask must be
consistent with the IPv4 protocol.
Note: You only have to define the subnet address if you are using subnet masking on your IP
addresses.
The groupport:13100 parameter defines the communications port that servlet container
processes can use to communicate with the load balancer process. The communications port can
be any available communications port.
The threadsperprocess:50 parameter defines the number of threads each process supports. A
value of 50 threads assumes that the Service Manager host has the minimum recommended
system memory available for servlet container processes.
The sessiontimeout:3 parameter defines the number of minutes that the client connection can
remain unresponsive before the server closes the connection. A value of 3 minutes assumes that
most network latency issues are quickly and easily resolved.
The system:13080 parameter defines a numerical identifier for the system, in this case the HTTP
port of the load balancer process. The value of this parameter must match for each system in the
virtual group.
The ir_asynchronous:1 parameter defines how the server generates IR index files. A value of 1
means that the server creates a schedule record to process the files asynchronously.
13. Save the Service Manager initialization file.
14. If the host runs on a Unix operating system and uses an SSL implementation, edit the /etc/hosts
file to list the fully qualified domain name of each host in the virtual group. For example:
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127.0.0.1 localhost
127.0.0.2 myserver2.mydomain.com myserver2 loghost
127.0.0.3 myserver3.mydomain.com myserver3 loghost
Caution: Do not edit the /etc/hosts file unless your system is running an SSL implementation.
15. Start the Service Manager server.
16. Install Service Manager on the next host in the virtual group. For example: myserver2.
The host must be on the same subnet as the other hosts in the virtual group.
17. Log in to the operating system of the Service Manager server host and change directories to the
Service Manager RUN folder. For example:
C:\Program Files\HP\Service Manager\server\RUN
18. Open the Service Manager configuration file (sm.cfg or smstart) in a text editor.
19. Edit the file so that only the following lines appear:
sm -httpPort:13081 -httpsPort:13082
sm -httpPort:13083 -httpsPort:13084
sm -sync
Note: You do not need the system.start line on this host as only one host in the virtual group needs
to run the background processes.
The httpPort:13081 parameter specifies that the servlet container process listens to client
connection requests on HTTP port 13081. This communications port must be unique on the host on
which you start the servlet container.
The httpsPort:13082 parameter specifies that the servlet container process listens to client
connection requests on HTTPS port 13082. This communications port must be unique on the host
on which you start the servlet container.
The httpPort:13083 parameter specifies that the servlet container process listens to client
connection requests on HTTP port 13083. This communications port must be unique on the host on
which you start the servlet container.
The httpsPort:13084 parameter specifies that the servlet container process listens to client
connection requests on HTTPS port 13084. This communications port must be unique on the host
on which you start the servlet container.
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The sync parameter specifies that the host system should start the sync background process to
identify and remove unused processes.
20. Save the Service Manager configuration file.
21. Open the Service Manager initialization file (sm.ini) in a text editor.
22. Add the RDBMS connection settings. For example:
[oracle10]
sqldb:ora102
sqllogin:sm7user/password
sqllibrary:SQORACLE.OCI10.DLL
sqldictionary:oracle10
23. Add the following lines:
grouplicenseip:10.0.0.135
groupname:mycluster1
groupmcastaddress:224.0.1.255
groupsubnetaddress:255.255.255.0
groupport:13100
threadsperprocess:50
sessiontimeout:3
system:13080
ir_asynchronous:1
Note: This example assumes the host system has only one network adapter card and therefore
does not need the groupbindaddress parameter. If your host has multiple network adapter cards,
you must add the groupbindaddress parameter to specify which network adapter the virtual group
will use for communications.
The grouplicenseip:10.0.0.135 parameter defines the TCP/IP address of the Service Manager host
with a valid AutoPass license for the virtual group. The value of this parameter must match the IP
address specified in the AutoPass license.
The groupname:mygroup1 parameter creates a virtual group that servlet container processes
across multiple systems can join for horizontal scaling purposes. The value is arbitrary and can be
any text value without spaces.
The groupmcastaddress:244.0.1.255 parameter defines the TCP/IP address that servlet container
processes can use to communicate with the load balancer process. The TCP/IP address must be
consistent with the UDP multicasting protocol.
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The groupsubnetaddress:255.255.255.0 parameter defines the subnet mask that servlet container
processes can use to communicate with the load balancer process. The subnet mask must be
consistent with the IPv4 protocol.
Note: You only have to define the subnet address if you are using subnet masking on your IP
addresses.
The groupport:13100 parameter defines the communications port that servlet container
processes can use to communicate with the load balancer process. The TCP/IP address can be any
available communications port.
The threadsperprocess:50 parameter defines the number of threads each process supports. A
value of 50 threads assumes that the Service Manager host has the minimum recommended
system memory available for servlet container processes.
The sessiontimeout:3 parameter defines the number of minutes that the client connection can
remain unresponsive before the server closes the connection. A value of 3 minutes assumes that
most network latency issues are quickly and easily resolved.
The system:13080 parameter defines a numerical identifier for the system, in this case the HTTP
port of the load balancer process. The value of this parameter must match for each system in the
virtual group.
The ir_asynchronous:1 parameter defines how the server generates IR index files. A value of 1
means that the server creates a schedule record to process the files asynchronously.
24. Save the Service Manager initialization file.
25. If the host runs on a Unix operating system and uses an SSL implementation, edit the /etc/hosts
file to list the fully qualified domain name of each host in the virtual group. For example:
127.0.0.1 localhost
127.0.0.2 myserver2.mydomain.com myserver2 loghost
127.0.0.3 myserver3.mydomain.com myserver3 loghost
Caution: Do not edit the /etc/hosts file unless your system is running an SSL implementation.
26. Log in to the operating system of the Service Manager server host and copy the primary host's
license file (LicFile.txt) from the network share.
27. Change directories to this server's AutoPass folder. For example:
C:\Program Files\Common Files\Hewlett-Packard\HPOvLIC\data
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28. Paste the primary host's license file into this server's AutoPass folder.
29. Start the Service Manager server.
Note: The primary host must be running in order for this host to validate the license file and start
up.
30. Install Service Manager 9.40 on the next host in the virtual group. For example: myserver3.
The host must be on the same subnet as the other hosts in the virtual group.
31. Log in to the operating system of the Service Manager server host and change directories to the
Service Manager RUN folder. For example:
C:\Program Files\HP\Service Manager 9.40\server\RUN
32. Open the Service Manager configuration file (sm.cfg or smstart) in a text editor.
33. Edit the file so that only the following lines appear:
sm -httpPort:13081 -httpsPort:13082
sm -httpPort:13083 -httpsPort:13084
sm -sync
Note: You do not need the system.start line on this host as only one host in the virtual group needs
to run the background processes.
The httpPort:13081 parameter specifies that the servlet container process listens to client
connection requests on HTTP port 13081. This communications port must be unique on the host on
which you start the servlet container.
The httpsPort:13082 parameter specifies that the servlet container process listens to client
connection requests on HTTPS port 13082. This communications port must be unique on the host
on which you start the servlet container.
The httpPort:13083 parameter specifies that the servlet container process listens to client
connection requests on HTTP port 13083. This communications port must be unique on the host on
which you start the servlet container.
The httpsPort:13084 parameter specifies that the servlet container process listens to client
connection requests on HTTPS port 13084. This communications port must be unique on the host
on which you start the servlet container.
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The sync parameter specifies that the host system should start the sync background process to
identify and remove unused processes.
34. Save the Service Manager configuration file.
35. Open the Service Manager initialization file (sm.ini) in a text editor.
36. Add the RDBMS connection settings. For example:
[oracle10]
sqldb:ora102
sqllogin:sm7user/password
sqllibrary:SQORACLE.OCI10.DLL
sqldictionary:oracle10
37. Add the following lines:
grouplicenseip:10.0.0.135
groupname:mygroup1
groupmcastaddress:224.0.1.255
groupsubnetaddress:255.255.255.0
groupport:13100
threadsperprocess:50
sessiontimeout:3
system:13080
ir_asynchronous:1
Note: This example assumes the host system has only one network adapter card and therefore
does not need the groupbindaddress parameter. If your host has multiple network adapter cards,
you must add the groupbindaddress parameter to specify which network adapter the virtual group
will use for communications.
The grouplicenseip:10.0.0.135 parameter defines the TCP/IP address of the Service Manager host
with a valid AutoPass license for the virtual group. The value of this parameter must match the IP
address specified in the AutoPass license.
The groupname:mygroup1 parameter creates a virtual group that servlet container processes
across multiple systems can join for horizontal scaling purposes. The value is arbitrary and can be
any text value without spaces.
The groupmcastaddress:244.0.1.255 parameter defines the TCP/IP address that servlet container
processes can use to communicate with the load balancer process. The TCP/IP address must be
consistent with the UDP multicasting protocol.
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The groupsubnetaddress:255.255.255.0 parameter defines the subnet mask that servlet container
processes can use to communicate with the load balancer process. The subnet mask must be
consistent with the IPv4 protocol.
Note: You only have to define the subnet address if you are using subnet masking on your IP
addresses.
The groupport:13100 parameter defines the communications port that servlet container
processes can use to communicate with the load balancer process. The TCP/IP address can be any
available communications port.
The threadsperprocess:50 parameter defines the number of threads each process supports. A
value of 50 threads assumes that the Service Manager host has the minimum recommended
system memory available for servlet container processes.
The sessiontimeout:3 parameter defines the number of minutes that the client connection can
remain unresponsive before the server closes the connection. A value of 3 minutes assumes that
most network latency issues are quickly and easily resolved.
The system:13080 parameter defines a numerical identifier for the system, in this case the HTTP
port of the load balancer process. The value of this parameter must match for each system in the
virtual group.
The ir_asynchronous:1 parameter defines how the server generates IR index files. A value of 1
means that the server creates a schedule record to process the files asynchronously.
38. Save the Service Manager initialization file.
39. If the host runs on a Unix operating system and uses an SSL implementation, edit the /etc/hosts
file to list the fully qualified domain name of each host in the virtual group. For example:
127.0.0.1 localhost
127.0.0.2 myserver2.mydomain.com myserver2 loghost
127.0.0.3 myserver3.mydomain.com myserver3 loghost
Caution: Do not edit the /etc/hosts file unless your system is running an SSL implementation.
40. Log in to the operating system of the Service Manager server host and copy the primary host's
license file (LicFile.txt) from the network share.
41. Change directories to this server's AutoPass folder. For example:
C:\Program Files\Common Files\Hewlett-Packard\HPOvLIC\data
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42. Paste the primary host's license file into this server's AutoPass folder.
43. Start the Service Manager server.
Note: The primary host must be running in order for this host to validate the license file and start
up.
44. Log in to the operating system of the Service Manager Web tier host and change directories to the
Service Manager WEB-INF folder. For example:
C:\apache-tomcat-5.5.12\webapps\sm\WEB-INF
45. Open the Web configuration file (web.xml) in a text editor.
46. Set the following parameter values:
Parameter
Default
value
secureLogin true
Description
Controls the encryption of network communication between the web
application server and the web browser. Set it to false if you do not
use Secure Sockets Layer (SSL) connections to the web server.
Note: To use secure login, you must enable SSL on your web application
server. For details, refer to your web application server
documentation.
sslPort
8443
This parameter is needed only when secureLogin is set to true. Set it
to the SSL port of the web application server.
serverHost
localhost
Specifies the name of the Service Manager host server.
serverPort
13080
Specifies the communications port number to which the Service
Manager server listens.
...
<context-param>
<param-name>secureLogin</param-name>
<param-value>true</param-value>
</context-param>
<context-param>
<param-name>sslPort</param-name>
<param-value>8443</param-value>
</context-param>
...
<param-name>serverHost</param-name>
<param-value>myserver1</param-value>
</init-param>
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<init-param>
<param-name>serverPort</param-name>
<param-value>13080</param-value>
</init-param>
47. Save the Web configuration file.
48. Start the Service Manager Web tier.
49. Open Service Manager Windows clients and set the Service Manager host name and
communication port values:
Field
Value
Server host name
myserver1
Server port number 13080
50. Connect to the Service Manager host.
Configuring a horizontal scaling environment
This configuration is intended for customers who:
l
Want to maximize the number of client connections supported across multiple hosts
l
Have multiple hosts available to manage all concurrent client connections
Terminology
l
Group: A group of Service Manager server processes running on one or more hosts and connecting
to one database to serve Service Manager server processes within a group.
l
Node: A Service Manager server process within a group.
l
Primary host: The host in the Service Manager horizontal scaling group whose IP is bound to the
Service Manager AutoPass license.
l
Secondary host: The host in the Service Manager horizontal scaling group whose IP is not bound to
the Service Manager AutoPass license. The Service Manager processes on this host depend on
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running Service Manager processes on the primary host to validate the Service Manager AutoPass
license.
l
Service Manager servlet process: A Service Manager server process that embeds the Tomcat
application server and serves Service Manager Windows clients and Web clients, as well as Web
Services requests. It is also generally referred to as a Service Manager process.
l
Service Manager background process: Background processes that wake up periodically to execute a
particular RAD application, or Service Manager runtime environment routine. For example: sm que:ir.
l
Service Manager transient process: A Service Manager server process that executes a RAD
application or Service Manager runtime environment routine only once, not periodically. For
example: sm -reportlbstatus.
Number of Service Manager hosts required
This configuration can be set up on one or more hosts.
Commands required in sm.cfg on primary host
You must set the following configuration commands.
sm
sm
sm
sm
-loadBalancer -httpPort:<value>
-que:ir
-httpPort:<value> -httpsPort:<value>
system.start
Commands required in sm.cfg on secondary host
sm -httpPort:<value> -httpsPort:<value>
sm -sync
l
sm -loadBalancer -httpPort:<value> – Is a special Service Manager process that redirects client
connections requests to other available Service Manager processes.
l
sm -httpPort:<value> -httpsPort:<value> – Specifies the HTTP or HTTPS communications port for
one Service Manager process. Each Service Manager process by default can host 50 users. You can
start as many Service Manager processes as you want, as long as your server has enough physical
memory and resources to start the processes. You can also change the number of users hosted on
one Service Manager process by setting the "threadsperprocess" parameter.
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l
sm -que:ir – Starts the processing of scheduled IR records that the server generates running in
asynchronous IR mode. Since asynchronous IR mode is enforced in a horizontal scaling environment,
there has to be only one "sm -que:ir" process for the horizontal scaling group.
l
sm system.start – Starts one Service Manager process that contains all background processes.
l
sm -sync – Identifies defunct Service Manager processes on the host and frees the shared
resources that were allocated for it. The "sm -sync" process needs to start only one per host. Since
the "sm system.start" process includes the "sm -sync" background process, the "sm -sync"
command should not be included in the sm.cfg file that has the "sm system.start" command.
Parameters required in sm.ini
You must set the following initialization parameters.
system:<value>
grouplicenseip:<value>
groupname:<value>
groupmcastaddress:<value>
groupport:<value>
l
system – Defines a unique numerical ID for the system. The value of this parameter must be
identical in the sm.ini files for each host in the horizontal scaling group.
l
grouplicenseip – The value should be the primary host IP.
l
groupname – Creates a group name as the horizontal scaling group identifier that the Service
Manager processes use to identify the group. The value of this parameter is only alphanumeric
characters.
l
groupmcastaddress – Defines the TCP/IP multicast address that all Service Manager processes
within the horizontal scaling group use to communicate with each other.
l
groupport – Defines the communications port that all Service Manager processes use to
communicate with all other Service Manager processes within the horizontal scaling group.
l
[RDBMS Settings] – Define the RDBMS connection and authorization parameters.
Optional parameters in sm.ini
The following initialization parameters are optional.
threadsperprocess:<value>
preferredFQHN:<value>
groupbindaddress:<value>
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l
threadsperprocess – Defines the maximum number of concurrent user sessions per Service
Manager process. Use a value that maximizes the system resources of your Service Manager host.
The recommended maximum value for the parameter threadsperprocess is 60. Usually the value of
this parameter should be below 50.
l
preferredFQHN – Specifies the fully qualified host name you want Service Manager clients to use
when communicating with the server. Service Manager loadBalancer redirects client requests to the
target host with the target host's "preferredFQHN." You only need to set this parameter if your
Service Manager host is identified by multiple names in the network.
l
groupbindaddress – Defines the TCP/IP address of the network adapter you want Service Manager
processes to use to communicate with other processes in a horizontal scaling group. If your Service
Manager hosts contain multiple network adapters, you must specify the IP address of the network
adapter you want the horizontal scaling group to use with the "groupbindaddress" parameter.
Operating system requirements
All hosts in the horizontally-scaled environment must run on the same operating system version and run
at the same patch level. Minimum patch level for each operating system is specified in the support
matrix. See HP Support Matrices" on the Software Support Online site.
Caution: Running Service Manager in a horizontally-scaled environment and using different operating
systems can corrupt your data. You can also run into problems when upgrading to the latest patches.
Most of the time, Service Manager patches are released on all operating systems. However, in some
cases, patches may be delivered to a particular operating system. When mixing operating systems,
applying patches will become more complex as you need to test on multiple platforms.
Network requirements
All hosts in the horizontal scaling group must run from the same subnet on the network in order for the
Service Manager processes to communicate with one another.
Memory requirements
HP recommends around 1.5 GB RAM per Service Manager process. This is based on the expected user
load. For example, if you have 10 processes each running with a 50-user load, the minimum required
RAM would be 1.5 GB per Service Manager process, 10x1.5 GB RAM. For information on sizing, refer to
the Service Manager 7 Reference Configurations sizing guide in the HP Software online support
knowledge documents at the following URL: www.hp.com/go/hpsoftwaresupport.
Licensing requirements
Obtain an AutoPass license for one host in your horizontal scaling group. On Windows platforms,
AutoPass installs as part of the server installation. On Unix platforms, you must install it manually
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before you can run Service Manager. For more information, see the HP Service Manager Installation
Guide in the related topics. This host becomes the primary host of the horizontal scaling group and
AutoPass includes this host's IP address in the LicFile.txt file. You must start the primary host first
when starting the horizontal scaling group. Copy the LicFile.txt file from the primary host's AutoPass
directory to the AutoPass directory of each secondary host in the horizontal scaling group. Each
secondary host must have a copy of the primary host's LicFile.txt file in order to start.
The summary steps are as follows:
l
List all hosts in your horizontal scaling environment to determine the primary server and all
secondary servers.
l
Get the license from the HP Web site.
l
Copy the primary server's IP address to get the license and save it as the primary server's
LicFile.txt file.
l
Copy the primary server's LicFile.txt file on all secondary servers. The default directory for this
file is as follows:
<Service Manager server installation path>/RUN/LicFile.txt
l
Add the following parameter in the sm.ini file: grouplicenseip:Primary_Servers_IpAddress
To start the horizontal scaling group
1. Start the Service Manager server on the primary server.
Note: The primary server must be started prior to starting any of the secondary servers.
2. Start the Service Manager server on the secondary servers, in no particular order.
To establish the horizontal scaling group, the first node of the group should be started on the primary
host. When the group is established on the primary host, Service Manager server processes on
secondary hosts can start to join the group. Once the whole group is established, the primary host can
be brought down for maintenance, and then rejoin the rest of the running group when it is restarted. As
long as there is a member Service Manager server process running in the group, Service Manager server
processes on another secondary host with the same "grouplicenseip:<primary host IP>" can join the
group. The primary host is not required to be running. Another secondary host can be started, even if
the primary host is down for any reason. However, when the group is down (for example, there are no
nodes running in the group), then the group has to be reestablished from the primary host first.
Other requirements
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Install the applicable database client software on each host of the horizontal scaling group so that they
can access the Service Manager RDBMS. See your RDBMS vendor documentation for instructions.
Configuring SSL and LW-SSO in a horizontal scaling
environment
In a horizontally scaled environment, you use the Service Manager software load balancer in front of a
virtual group to redirect client requests among the server nodes in the group. The load balancer server
is called the primary server, while the other servers in the group are called secondary servers.
Important Requirements
l
On a horizontally scaled system, it is very important that all certificates are created from the same
machine. Ensure to not copy any files to their target directories until all certificates for all server
machines (the primary server and secondary server machines) in the horizontally scaled
environment are created.
l
For each server host (primary or secondary), you need a unique server certificate.
l
For each Windows client machine you need a unique client certificate.
l
For each Service Manager Web application server host you need a unique client certificate.
Best Practice recommendation:
When generating each Windows or web client certificate, enter the FQDN name of the client machine in
front of the keystore, certificate request and certificate names to make them unique and easy to
distinguish.
If a Windows client and the Web application server are on the same physical machine, it is possible to
use the same cacerts and clientcerts files for both, rather than creating two sets of nearly identical
keystores. In such a case, copy the files created for the Windows or Web client – whichever was created
first– into either the <Service Manager Client>/plugins/com.hp.ov.sm.client.common_x.xx directory or
the Service Manager/WEB-INF folder of the Web application server.
To configure SSL in a horizontal scaling implementation:
1. Create a private key and public certificate for your private certificate authority. For details, see
"Example: Generating a server certificate with OpenSSL" on page 1.
2. Update the Java cacerts file by importing your private certificate authority's certificate into it. The
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updated cacerts file will contain the certificate and private key of the certificate authority that
signs each server/client certificate. For details, see "Example: Generating a server certificate with
OpenSSL" on page 1.
3. Create a separate signed server keystore for each server machine. For details, see "Example:
Generating a server certificate with OpenSSL" on page 1.
Note: In a later step, you will add each server keystore and the updated Java cacerts file to each
server's sm.ini file as the following parameters: keystoreFile, and truststoreFile.
4. Create a separate signed client certificate for each Service Manager client (web application server
or Windows client) machine and import each client certificate into a trusted clients keystore. For
details, see "Example: Generating a client certificate with OpenSSL" on page 1.
Note: In a later step, you will add the trusted clients keystore as the following parameter in each
server's sm.ini file: ssl_trustedClientsJKS.
5. Copy the following keystore files to each server's RUN folder:
n
The server's server keystore file (unique)
n
The trusted clients keystore file (same for all servers)
n
The updated Java cacerts file (same for all servers and clients)
6. Copy the following keystore files to each web tier's WEB-INF folder:
n
The updated Java cacerts file
n
<clientcerts>.keystore – This keystore contains the signed certificate of your Service Manager
web tier client.
7. Copy the following keystore files to each Windows client's <Windows client installation
path>\plugins\com.hp.ov.sm.client.common_x.xx folder.
n
The updated Java cacerts file
n
<clientcerts>.keystore – This keystore contains the signed certificate of each Windows client.
8. Add the following SSL configuration lines to the sm.ini file for each of the primary server and
secondary servers, and restart each server.
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Note: For all servers, the truststoreFile and ssl_trustedClientsJKS settings should be the same;
however, each server should use its own server keystore (keystoreFile:<servercert.keystore>).
ssl:1
ssl_reqClientAuth:2
sslConnector:1
ssl_trustedClientsJKS:<trustedclients.keystore>
ssl_trustedClientsPwd:<ClientKeyPassword>
truststoreFile:cacerts
truststorePass:changeit
keystoreFile:<servercert.keystore>
keystorePass:changeit
9. Configure each Service Manager web client to validate each server's signed certificate and present
the signed client certificate.
a. Stop the web application server running the web tier, open the web configuration file (web.xml)
in a text editor.
b. Configure the following parameters as shown below:
<init-param>
<param-name>cacerts</param-name>
<param-value>/WEB-INF/cacerts</param-value>
</init-param>
<init-param>
<param-name>keystore</param-name>
<param-value>/WEB-INF/<clientcerts>.keystore</param-value>
</init-param>
<init-param>
<param-name>keystorePassword</param-name>
<param-value><<clientcerts>.keystore password></param-value>
</init-param>
c. Set the ssl parameter to true.
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d. Set the serverHost and serverPort parameters to the fully-qualified domain name and port
number of the primary server. For example: myprimaryserver.mydomain.com and 13080.
e. Restart each web application server.
10. Configure each Windows client to validate each server's signed certificate and present the signed
client certificate.
a. Click Window > Preferences > Service Manager > Security.
b. Set CA Certificates File to the cacerts keystore you copied to the <Windows client installation
path>\plugins\com.hp.ov.sm.client.common_x.xx folder.
c. Set Keystore File to the keystore containing your Windows client's signed certificate, for
example <clientcerts>.keystore. You created this keystore when you created the Windows
client certificate request.
d. Set Keystore password to the password required to access the Windows client keystore. For
example, ClientKeyPassword. You created this keystore password when you created the
Windows client certificate request.
e. Update your Windows client connections by selecting Use SSL Encryption on their Advanced
tab.
To set up LW-SSO in a horizontal scaling implementation:
1. Enable LW-SSO on each server node. All server nodes should share the same initString setting. For
details, see Configure LW-SSO in the server.
Note: Normally, all server nodes are in the same domain, so you can configure LW-SSO in one
server node and then copy the server's LW-SSO configuration file (lwssofmconf.xml) to the rest of
the nodes.
2. If needed, enable LW-SSO in each web tier. For details, see Configure LW-SSO in the Web tier.
Note: The server nodes and web tiers should share the same initString setting.
Single servlet implementation
In a single servlet implementation you manage all client connections with one multithreaded process.
The key features of this implementation are:
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l
The HP Service Manager system consists of one HP Service Manager instance running on one
physical host
l
One dedicated servlet container process manages all client connections
l
The implementation allows administrators to specify the communication ports the system uses
l
The implementation allows administrators to specify a system connection limit
l
The HP Service Manager system can manage a number of concurrent client connections up to the
number of threadsperprocess
A single servlet implementation is a typically used for development environments or small production
environments because it is easy to setup and manage.
You can convert a single servlet implementation into any of the other servlet implementations with the
addition of a load balancer process and one or more additional servlet container instances.
Single servlet implementation diagram
The Single servlet implementation diagram is a reference diagram for implementers who are
responsible for installing and configuring HP Service Manager. The guide shows the configuration
settings and network connections required for a single server running a single servlet container
implementation.
You can view and search this guide using Adobe® Reader, which you can download from the Adobe Web
site.
The Single servlet implementation diagram is available from the help.
Example: Setting up a single servlet implementation
The following example describes how to set up a single servlet implementation that accomplishes the
following:
l
Manages all client connections with one multithreaded process
l
Supports up to 50 concurrent client connections
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l
Allows an administrator to specify the communications ports the HP Service Manager
implementation uses
l
Provides a simple configuration to test servlet features
You can use this example to configure the implementation depicted in the Single servlet implementation
diagram.
1. Install Service Manager on one host. For example: myserver1.
2. Log in to the operating system of the Service Manager server host and change directories to the
Service Manager RUN folder. For example:
C:\Program Files\HP\ Service Manager\server\RUN
3. Open the Service Manager configuration file (sm.cfg or smstart) in a text editor.
4. Add the following line:
sm -httpPort:13081 -httpsPort:13082
The httpPort:13081 parameter specifies that the servlet container process listens to client
connection requests on HTTP port 13081. This communications port must be unique on the host on
which you start the servlet container.
The httpsPort:13082 parameter specifies that the servlet container process listens to client
connection requests on HTTPS port 13082. This communications port must be unique on the host
on which you start the servlet container.
5. Save the Service Manager configuration file.
6. Open the Service Manager initialization file (sm.ini) in a text editor.
7. Add the RDBMS connection settings. For example:
[oracle10]
sqldb:ora102
sqllogin:sm7user/password
sqllibrary:SQORACLE.OCI10.DLL
sqldictionary:oracle10
8. Add the following lines:
threadsperprocess:50
sessiontimeout:3
The threadsperprocess:50 parameter defines the number of threads each process supports. A
value of 50 threads assumes that the Service Manager host has the minimum recommended
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system memory available for servlet container processes.
The sessiontimeout:3 parameter defines the number of minutes that the client connection can
remain unresponsive before the server closes the connection. A value of 3 minutes assumes that
most network latency issues are quickly and easily resolved.
9. Save the Service Manager initialization file.
10. Start the Service Manager server.
11. Log in to the operating system of the Service Manager Web tier host and change directories to the
Service Manager WEB-INF folder. For example:
C:\apache-tomcat-5.5.12\webapps\sm\WEB-INF
12. Open the Web configuration file (web.xml) in a text editor.
13. Set the following parameter values:
Parameter
Default
value
secureLogin true
Description
Controls the encryption of network communication between the web
application server and the web browser. Set it to false if you do not
use Secure Sockets Layer (SSL) connections to the web server.
Note: To use secure login, you must enable SSL on your web application
server. For details, refer to your web application server
documentation.
sslPort
8443
This parameter is needed only when secureLogin is set to true. Set it
to the SSL port of the web application server.
serverHost
localhost
Specifies the name of the Service Manager host server.
serverPort
13080
Specifies the communications port number to which the Service
Manager server listens.
...
<context-param>
<param-name>secureLogin</param-name>
<param-value>true</param-value>
</context-param>
<context-param>
<param-name>sslPort</param-name>
<param-value>8443</param-value>
</context-param>
...
<param-name>serverHost</param-name>
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<param-value>myserver1</param-value>
</init-param>
<init-param>
<param-name>serverPort</param-name>
<param-value>13080</param-value>
</init-param>
14. Save the Web configuration file.
15. Start the Service Manager Web tier.
16. Open Service Manager Windows clients and set the Service Manager host name and
communication port values:
Field
Value
Server host name
myserver1
Server port number 13081
17. Connect to the Service Manager host.
Requirements for a single servlet implementation
This configuration is intended for customers who:
l
Want to manage all client connections with one multithreaded process
l
Only expect up to 50 concurrent client connections
l
Want to specify the communications ports the HP Service Manager implementation uses
l
Want a simple configuration to test servlet features
Number of Service Manager hosts required
This implementation requires the following number of hosts.
1
Parameters required in sm.cfg
You must set the following configuration parameters.
sm -httpPort:<value> - httpsPort:<value>
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l
httpPort – identify the communications port that a servlet container process uses to
communicate with clients using HTTP. The servlet container communications port must be
unique on the host on which you start the servlet container.
l
httpsPort – identify the communications port that a servlet container process uses to
communicate with clients using HTTPS. The servlet container communications port must be
unique on the host on which you start the servlet container.
Parameters required in sm.ini
You must set the following initialization parameters.
l
sessiontimeout – define the number of minutes a client connection can remain unresponsive
before the server closes the connection.
l
threadsperprocess – identify the total number of threads the servlet container process
supports. Use a value of threads that maximizes the system resources of your Service Manager
host.
The recommend maximum value for the parameter threads per process is 60. Usually the value
of this parameter should be below 50.
Parameters required in web.xml
You must set the following Web parameters.
l
serverHost – identify the host name of the Service Manager host
l
serverPort – identify the communications port on which the Service Manager host listens for
client connections requests
Windows client preferences required
You must set the following preferences from the Connection menu.
l
Server host name – identify the host name of the Service Manager host
l
Server port number – identify the communications port on which the Service Manager host
listens for client connections requests
Vertical scaling implementation
In a vertical scaling implementation you maximize the number of client connections supported on a
single host.
The key features of this implementation are:
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l
The HP Service Manager system consists of several servlet container processes running on one
physical host
l
The implementation allows administrators to specify a system connection limit
l
The HP Service Manager system can manage a number of concurrent client connections up to the
number of servlet container processes times the threadsperprocess value (For example, 6 servlet
container processes supporting 50 threadsperprocess can support up to 300 client connections)
l
The implementation allows administrators to specify the communication ports the system uses
l
A dedicated load balancer process manages and routes client connections to available servlet
container processes
l
Administrators can dynamically add and remove HP Service Manager instances from a virtual group
A vertical scaling implementation is typically used in small to medium environments where hardware
system resources are limited. A vertical scaling implementation can support as many client connections
as the HP Service Manager host has available system resources.
You can convert a vertical scaling implementation into a horizontal scaling implementations with the
addition of virtual grouping parameters and one or more additional servlet container instances installed
on separate physical hosts.
Note: There can be only one kmupdate process running at any time regardless of the number of hosts.
Starting more than one kmupdate process causes unpredictable behavior on the search engine server.
Vertical scaling implementation diagram
The Vertical scaling implementation diagram is a reference diagram for implementers who are
responsible for installing and configuring HP Service Manager. The guide shows the configuration
settings and network connections required for a single server running multiple servlet containers
implementation.
You can view and search this guide using Adobe® Reader, which you can download from the Adobe Web
site.
The Vertical scaling implementation diagram is available from the help.
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Example: Setting up a vertical scaling implementation
The following example describes how to set up a vertical scaling implementation that accomplishes the
following:
l
Maximizes the number of client connections supported on a single host
l
Allows an administrator to specify the communications ports the HP Service Manager
implementation uses
You can use this example to configure the implementation depicted in the Vertical scaling
implementation diagram.
1. Install Service Manager on one host. For example: myserver1.
2. Log in to the operating system of the HP Service Manager server host and change directories to
the Service Manager RUN folder. For example:
C:\Program Files\HP\ Service Manager\server\RUN
3. Open the Service Manager configuration file (sm.cfg or smstart) in a text editor.
4. Add the following lines:
sm -loadBalancer -httpPort:13080
sm -httpPort:13081 -httpsPort:13082
sm -httpPort:13083 -httpsPort:13084
The loadBalancer parameter creates a special servlet container process to route client connection
requests to other available servlet container processes. A vertical scaling implementation only
needs one load balancer.
The httpPort:13080 parameter specifies that the load balancer process listens to client
connection requests on HTTP port 13080. This communications port must be unique across all
hosts that you want to join the Service Manager virtual group.
The httpPort:13081 parameter specifies that the servlet container process listens to client
connection requests on HTTP port 13081. This communications port must be unique on the host on
which you start the servlet container.
The httpsPort:13082 parameter specifies that the servlet container process listens to client
connection requests on HTTPS port 13082. This communications port must be unique on the host
on which you start the servlet container.
The httpPort:13083 parameter specifies that the servlet container process listens to client
connection requests on HTTP port 13083. This communications port must be unique on the host on
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which you start the servlet container.
The httpsPort:13084 parameter specifies that the servlet container process listens to client
connection requests on HTTPS port 13084. This communications port must be unique on the host
on which you start the servlet container.
5. Save the Service Manager configuration file.
6. Open the Service Manager initialization file (sm.ini) in a text editor.
7. Verify that the auth parameter has a valid authorization code.
8. Add the RDBMS connection settings. For example:
[oracle10]
sqldb:ora102
sqllogin:sm7user/password
sqllibrary:SQORACLE.OCI10.DLL
sqldictionary:oracle10
9. Add the following lines:
threadsperprocess:50
sessiontimeout:3
The threadsperprocess:50 parameter defines the number of threads each process supports. A
value of 50 threads assumes that the Service Manager host has the minimum recommended
system memory available for servlet container processes.
The sessiontimeout:3 parameter defines the number of minutes that the client connection can
remain unresponsive before the server closes the connection. A value of 3 minutes assumes that
most network latency issues are quickly and easily resolved.
10. Save the Service Manager initialization file.
11. Start the Service Manager server.
12. Log in to the operating system of the Service Manager Web tier host and change directories to the
Service Manager WEB-INF folder. For example:
C:\apache-tomcat-5.5.12\webapps\sm\WEB-INF
13. Open the Web configuration file (web.xml) in a text editor.
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14. Set the following parameter values:
Parameter
Default
value
secureLogin true
Description
Controls the encryption of network communication between the web
application server and the web browser. Set it to false if you do not
use Secure Sockets Layer (SSL) connections to the web server.
Note: To use secure login, you must enable SSL on your web application
server. For details, refer to your web application server
documentation.
sslPort
8443
This parameter is needed only when secureLogin is set to true. Set it
to the SSL port of the web application server.
serverHost
localhost
Specifies the name of the Service Manager host server.
serverPort
13080
Specifies the communications port number to which the Service
Manager server listens.
...
<context-param>
<param-name>secureLogin</param-name>
<param-value>true</param-value>
</context-param>
<context-param>
<param-name>sslPort</param-name>
<param-value>8443</param-value>
</context-param>
...
<param-name>serverHost</param-name>
<param-value>myserver1</param-value>
</init-param>
<init-param>
<param-name>serverPort</param-name>
<param-value>13080</param-value>
</init-param>
15. Save the Web configuration file.
16. Start the Service Manager Web tier.
17. Open Service Manager Windows clients and set the Service Manager host name and
communication port values:
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Field
Value
Server host name
myserver1
Server port number 13080
18. Connect to the Service Manager host.
Configuring a vertical scaling environment
This configuration is intended for customers who:
l
Want to maximize the number of client connections supported on a single host
l
Have a host with enough system resources to manage all concurrent client connections
Terminology
l
Group: A group of Service Manager server processes running on one or more hosts and connecting
to one database to serve Service Manager server processes within a group.
l
Node: A Service Manager server process within a group.
l
Service Manager servlet process: A Service Manager server process that embeds the Tomcat
application server and serves Service Manager Windows clients and Web clients, as well as Web
Services requests. It is also generally referred to as a Service Manager process.
l
Service Manager background process: Background processes that wake up periodically to execute a
particular RAD application, or Service Manager runtime environment routine. For example: sm que:ir.
l
Service Manager transient process: A Service Manager server process that executes a RAD
application or Service Manager runtime environment routine only once, not periodically. For
example: sm -reportlbstatus.
Commands required in sm.cfg
You must set the following configuration commands.
sm -loadBalancer -httpPort:<value>
sm -httpPort:<value> -httpsPort:<value>
sm system.start
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l
sm -loadBalancer -httpPort:<value> – Is a special Service Manager servlet process that redirects
client connections requests to other available Service Manager processes.
l
sm -httpPort:<value> -httpsPort:<value> – Specifies the HTTP or HTTPS communications port for
one Service Manager servlet process. Each Service Manager process by default can host 50 users.
You can start as many Service Manager servlet processes as you want, as long as your server has
enough physical memory and resources to start the processes. You can also change the number of
users hosted on one Service Manager servlet process by setting the "threadsperprocess"
parameter.
Optional parameters in sm.ini
The following initialization parameters are optional.
threadsperprocess:<value>
preferredFQHN:<value>
groupbindaddress:<value>
l
threadsperprocess – Defines the maximum number of concurrent user sessions per Service
Manager servlet process. Use a value that maximizes the system resources of your Service Manager
host. The recommended maximum value for the parameter threadsperprocess is 60. Usually the
value of this parameter should be below 50.
l
preferredFQHN – Specifies the fully qualified host name you want Service Manager clients to use
when communicating with the server. Service Manager loadBalancer redirects client requests to the
target host with the target host's "preferredFQHN." You only need to set this parameter if your
Service Manager host is identified by multiple names in the network.
l
groupbindaddress – Defines the TCP/IP address of the network adapter you want Service Manager
processes to use to communicate with other processes in the group.
Memory requirements
HP recommends around 1.5 GB RAM per Service Manager process. This is based on the expected user
load. For example, if you have 10 processes each running with a 50-user load, the minimum required
RAM would be 1.5 GB per Service Manager process, 10x1.5 GB RAM. For information on sizing, refer to
the Service Manager 7 Reference Configurations sizing guide in the HP Software online support
knowledge documents at the following URL: www.hp.com/go/hpsoftwaresupport.
Licensing requirements
Obtain an AutoPass license for your vertical scaling environment. On Windows platforms, AutoPass
installs as part of the server installation. On Unix platforms, you must install it manually before you can
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run Service Manager. For more information, see the HP Service Manager Installation Guide in the related
topics. AutoPass includes this host's IP address in the LicFile.txt file.
Do the following:
l
Get the license from the HP Web site.
l
Copy the primary server's IP address to get the license and save it as the primary server's
LicFile.txt file. The default directory for this file is as follows:
n
On Windows: C:\Program Files\Common Files\Hewlett-Packard\HPOvLIC\data\LicFile.txt
n
On Unix: /var/opt/OV/HPOvLIC/LicFile.txt
Vertical scaling and required SSL implementation
In a vertical scaling and required SSL implementation you maximize the number of client connections
supported on a single host and provided SSL-encrypted security between client and server
communications.
The key features of this implementation are:
l
The HP Service Manager system consists of several servlet container processes running on one
physical host
l
The implementation allows administrators to specify a system connection limit
l
The HP Service Manager system can manage a number of concurrent client connections up to the
number of servlet container processes times the threadsperprocess value (For example, 6 servlet
container processes supporting 50 threadsperprocess can support up to 300 client connections)
l
The implementation allows administrators to specify the communication ports the system uses
l
The implementation requires SSL-encrypted communications between HP Service Manager clients
and servers
l
A dedicated load balancer process manages and routes client connections to available servlet
container processes
l
Administrators can dynamically add and remove HP Service Manager instances from a virtual group
A vertical scaling implementation is typically used in small to medium environments where hardware
system resources are limited. A vertical scaling implementation can support as many client connections
as the HP Service Manager host has available system resources.
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You can convert a vertical scaling implementation into a horizontal scaling implementations with the
addition of virtual grouping parameters and one or more additional servlet container instances installed
on separate physical hosts.
Vertical scaling and required SSL implementation diagram
The Vertical scaling and required SSL implementation diagram is a reference diagram for implementers
who are responsible for installing and configuring HP Service Manager. The guide shows the
configuration settings and network connections required for a single server running multiple servlet
containers in an required SSL implementation.
You can view and search this guide using Adobe® Reader, which you can download from the Adobe Web
site.
The Vertical scaling and required SSL implementation diagram is available from the help.
Example: Setting up a vertical scaling and required SSL
implementation
The following example describes how to set up a vertical scaling and required SSL implementation that
accomplishes the following:
l
Maximizes the number of client connections supported on a single host
l
Allows an administrator to specify the communications ports the HP Service Manager
implementation uses
l
Require SSL encryption for all connections
l
Protects against complex SSL-related attacks
l
Authenticates that the Service Manager server is a valid host
You can use this example to configure the implementation depicted in the Vertical scaling and required
SSL implementation diagram.
1. Install Service Manager on one host. For example: myserver1.
2. Log in to the operating system of the Service Manager server host and change directories to the
Service Manager RUN folder. For example:
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C:\Program Files\HP\Service Manager x.xx\Server\RUN
3. Open the Service Manager configuration file (sm.cfg or smstart) in a text editor.
4. Add the following lines:
sm -loadBalancer -httpPort:13080
sm -httpPort:13081 -httpsPort:13082
sm -httpPort:13083 -httpsPort:13084
n
The loadBalancer parameter creates a special servlet container process to route client
connection requests to other available servlet container processes. A vertical scaling
implementation only needs one load balancer.
n
The httpPort:13080 parameter specifies that the load balancer process listens to client
connection requests on HTTP port 13080. This communications port must be unique across all
hosts that you want to join the Service Manager virtual group.
n
The httpPort:13081 parameter specifies that the servlet container process listens to client
connection requests on HTTP port 13081. This communications port must be unique on the host
on which you start the servlet container.
n
The httpsPort:13082 parameter specifies that the servlet container process listens to client
connection requests on HTTPS port 13082. This communications port must be unique on the
host on which you start the servlet container.
n
The httpPort:13083 parameter specifies that the servlet container process listens to client
connection requests on HTTP port 13083. This communications port must be unique on the host
on which you start the servlet container.
n
The httpsPort:13084 parameter specifies that the servlet container process listens to client
connection requests on HTTPS port 13084. This communications port must be unique on the
host on which you start the servlet container.
5. Save the Service Manager configuration file.
6. Open the Service Manager initialization file (sm.ini) in a text editor.
7. Add the RDBMS connection settings. For example:
[oracle10]
sqldb:ora102
sqllogin:sm7user/password
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sqllibrary:SQORACLE.OCI10.DLL
sqldictionary:oracle10
8. Add the following lines:
threadsperprocess:50
sessiontimeout:3
truststoreFile:cacert.keystore
truststorePass:<cacert password>
keystoreFile:scserver.keystore
keystorePass:<server certificate password>
ssl:1
n
The threadsperprocess:50 parameter defines the number of threads each process supports. A
value of 50 threads assumes that the Service Manager host has the minimum recommended
system memory available for servlet container processes.
n
The sessiontimeout:3 parameter defines the number of minutes that the client connection can
remain unresponsive before the server closes the connection. A value of 3 minutes assumes
that most network latency issues are quickly and easily resolved.
n
The truststoreFile:cacert.keystore parameter defines the file name and path to the keystore
containing a list of trusted CA certificates. This value assumes you are using the default trust
store file provided in the Service Manager server's RUN folder. This parameter must not be
encrypted with the new initialization parameter encryption feature or the Java components will
not be able to find the trust store file.
n
The truststorePass:<cacert password> parameter specifies the password to the trust store file.
This parameter must not be encrypted with the new initialization parameter encryption feature
or the Java components will not be able to read the password value.
n
The keystoreFile:scserver.keystore parameter defines the file name and path to the keystore
containing the server's certificate file and private key. This value assumes you are using the
default trust store file provided in the Service Manager server's RUN folder. This parameter
must not be encrypted with the new initialization parameter encryption feature or the Java
components will not be able to find the keystore file.
n
The keystorePass:<server certificate password> parameter specifies the password to the
keystore file. This parameter must not be encrypted with the new initialization parameter
encryption feature or the Java components will not be able to read the password value.
n
The ssl:1 parameter requires the Service Manager server to use a signed server certificate for
SSL-encryption of all client-server communications. Each client connection validates the
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server's certificate against the signing certificate authority. You must also use the keystoreFile
and keystorePass parameters to define the location of the server certificate and private key.
9. Save the Service Manager initialization file.
10. Start the Service Manager server.
11. Log in to the operating system of the HP Service Manager Web tier host and change directories to
the HP Service Manager WEB-INF folder. For example:
<Tomcat>\webapps\webtier_x.xx\WEB-INF
12. Open the Web configuration file (web.xml) in a text editor.
13. Set the following parameter values:
Parameter
Default
value
secureLogin true
Description
Controls the encryption of network communication between the web
application server and the web browser. Set it to false if you do not
use Secure Sockets Layer (SSL) connections to the web server.
Note: To use secure login, you must enable SSL on your web application
server. For details, refer to your web application server
documentation.
sslPort
8443
This parameter is needed only when secureLogin is set to true. Set it
to the SSL port of the web application server.
serverHost
localhost
Specifies the name of the Service Manager host server.
serverPort
13080
Specifies the communications port number to which the Service
Manager server listens.
...
<context-param>
<param-name>secureLogin</param-name>
<param-value>true</param-value>
</context-param>
<context-param>
<param-name>sslPort</param-name>
<param-value>8443</param-value>
</context-param>
...
<param-name>serverHost</param-name>
<param-value>myserver1</param-value>
</init-param>
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<init-param>
<param-name>serverPort</param-name>
<param-value>13080</param-value>
</init-param>
14. Save the Web configuration file.
15. Start the Service Manager Web tier.
16. Open Service Manager Windows clients and set the Service Manager host name and
communication port values:
Field
Value
Server host
name
myserver1
Server port
number
13080
CA certificates
file
C:\Program Files\HP\ Service Manager
x.xx\Client\plugins\com.hp.ov.sm.client.common_x.xx\cacerts
17. Connect to the Service Manager host.
Requirements for a vertical scaling and required SSL
implementation
This configuration is intended for customers who:
l
Want to maximize the number of client connections supported on a single host
l
Have a host with enough system resources to manage all concurrent client connections
l
Want to specify the communications ports the Service Manager implementation uses
l
Want to require SSL encryption for all connections
l
Want to protect against complex SSL-related attacks
l
Want to authenticate that the HP Service Manager server is a valid host
Number of Service Manager hosts required
This implementation requires the following number of hosts.
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Server implementation options
1
Certificates required
You must create or obtain the following certificates for SSL encryption.
l
Certificate authority certificate
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Keystore containing the certificate authority's certificate
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HP Service Manager host certificate
Private keys required
You must create or obtain the following private keys for SSL encryption.
l
Certificate authority's private key *
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HP Service Manager host private key
* This key is only necessary if you are managing your own private certificate authority.
Parameters required in sm.cfg
You must set the following configuration parameters.
sm -loadbalancer -httpPort:<value>
sm -httpPort:<value> - httpsPort:<value>
sm -httpPort:<value> - httpsPort:<value>
l
loadbalancer – creates a special servlet container process to route client connection requests to
other available servlet container processes
l
httpPort – identify the communications port that a servlet container process uses to
communicate with clients using HTTP
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httpsPort – identify the communications port that a servlet container process uses to
communicate with clients using HTTPS
Parameters required in sm.ini
You must set the following initialization parameters.
l
cacertpem – identify the certificate authority's certificate
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certpem – identify the HP Service Manager host's certificate
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pkpem – identify the HP Service Manager host's private key
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pkpempass – identify the password for the HP Service Manager host's private key
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Server implementation options
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ssl:1
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sessiontimeout – define the number of minutes a client connection can remain unresponsive
before the server closes the connection.
l
threadsperprocess – identify the total number of threads the servlet container process supports
The recommend maximum value for the parameter threadsperprocess is 60. Usually the value
of this parameter should be below 50.
Parameters required in web.xml
You must set the following Web parameters.
l
cacerts – identify the keystore containing the certificate authority's certificate
l
serverHost – identify the host name of the Service Manager host
l
serverPort – identify the communications port on which the Service Manager host listens for
client connections requests
Windows client preferences required
You must set the following preferences from the Connection menu.
l
Server host name – identify the host name of the Service Manager host
l
Server port number – identify the communications port on which the Service Manager host
listens for client connections requests
You must set the following preference from the Window > Preferences > HP Service Manager >
Security menu.
l
CA certificates file – identify the keystore containing the host's certificate authority certificate
Other requirements
You must do the following additional steps to ensure that HP Service Manager can use your private
certificates.
l
Add the certificate authority's certificate to one or more key stores that your Web and Windows
clients can access
l
Ensure that the HP Service Manager server's host name matches the common name (CN) listed
in the host's signed certificate
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Lightweight Directory Access Protocol (LDAP)
You can integrate HP Service Manager to an LDAP directory service to share contact information across
your network. Once you have enabled an LDAP integration to HP Service Manager, you can then
configure HP Service Manager to automatically create operator records for LDAP users by either of the
following methods:
l
Defining a user template for LDAP log ins
l
Defining a system default record for all log ins
Using either method, you can map fields in the operator record to contact information in the LDAP
directory service. This mapping allows HP Service Manager to create an operator record with all the
available contact details defined in the LDAP directory service. If you create an LDAP user template, you
can make changes to all users built from this template by editing the template operator record. If you
create a system default record, then you must manually make changes to each individual operator
record that HP Service Manager creates. If you create both an operator template and a system default
operator record, HP Service Manager uses the operator template to create new operator records.
Note: HP Service Manager denies access to LDAP users unless the system administrator defines either
an operator template or a system default operator record.
After you have mapped fields in an operator record to a LDAP directory service, only users who are both
LDAP administrators and HP Service Manager system administrators can update and add new operator
records. HP Service Manager applies this restriction because HP Service Manager synchronizes any
changes you make to the operator record with the corresponding LDAP entry. In addition, if you create
new operator records, then HP Service Manager also creates new users in the LDAP directory.
Note: Deleting an operator record does not cause HP Service Manager to delete LDAP users. Only an
LDAP administrator can delete LDAP entries.
Typically, HP Service Manager system administrators will want to map only the operators file to an LDAP
directory, however they can also map any other system table, for example, the contacts or device table,
to an LDAP directory. You can map a HP Service Manager table to only one LDAP server at a time,
although you may specify a different LDAP server for each table.
When mapping between HP Service Manager and LDAP directories, you can decide which data source
you want to be primary. In cases where there are duplicate entries between data sources, HP Service
Manager displays only the data listed in the primary data source.
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Lightweight Directory Access Protocol (LDAP)
Define file and field-level mappings to an LDAP server
Applies to User Roles:
System Administrator
You must have the SysAdmin capability word to use this procedure.
You must define a default LDAP server to integrate HP Service Manager files to an LDAP directory
service.
To define file and field-level mappings to an LDAP server:
1. Click System Administration > Ongoing Maintenance > System > LDAP Mapping.
The HP Service Manager LDAP Mapping – System Level Specification form opens.
2. Click Set File/Field-level Mappings.
The HP Service Manager LDAP Mapping – File/Field Specification page opens.
3. In the Name field, type the name of the HP Service Manager file for which you want to create LDAP
mappings.
4. Click Search.
HP Service Manager displays a list of fields for the file.
5. Type or select the LDAP mapping settings. If necessary, press Ctrl+H to view help for each field.
6. Click Save.
HP Service Manager displays the message:
Data Policy record updated.
Define the default LDAP server
Applies to User Roles:
System Administrator
You must have the SysAdmin capability word to use this procedure.
You must define a default LDAP server to integrate HP Service Manager files to an LDAP directory
service.
To define the default LDAP server:
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Lightweight Directory Access Protocol (LDAP)
1. Click System Administration > Ongoing Maintenance > System > LDAP Mapping.
The HP Service Manager LDAP Mapping – System Level Specification form opens.
2. Type or select the LDAP mapping information.
3. Click Save.
HP Service Manager displays the message;
Record updated in the scldapconfig file.
Enable an integration to LDAP
Applies to User Roles:
System Administrator
You must have the SysAdmin capability word to use this procedure.
To enable an integration to LDAP:
1. Do one of the following to enable HP Service Manager to create operator records dynamically when
LDAP users log in:
n
Define the System Information Record operator template for LDAP users.
n
Define a system default record for the operator file.
These settings allow LDAP users to log in to HP Service Manager without having existing operator
records.
2. Define the default LDAP server and authentication base directory to which you want HP Service
Manager to connect.
3. Define the file and field mappings you want to the LDAP directory service.
4. Set LDAP query parameters in the HP Service Manager initialization file.
Set the LDAP authentication base name
Applies to User Roles:
System Administrator
You can define an operator to use a different LDAP base name than the operator name. By default, HP
Service Manager uses the operator name to bind to the LDAP. You can define a different LDAP base
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Lightweight Directory Access Protocol (LDAP)
name to allow users to connect to HP Service Manager with one name and to LDAP with a different
name.
To set the LDAP authentication base name:
1. Click System Administration > Ongoing Maintenance > Operators.
2. Click Search.
3. Select the operator whose LDAP base name you want to set from the record list.
4. Click the Security tab.
5. In the LDAP Base Name field, type the name you want to use to authenticate the LDAP connection.
6. Click Save.
HP Service Manager displays the message:
Operator record updated.
Enable LDAP over SSL
Applies to User Roles:
System Administrator
You must have the SysAdmin capability word to use the procedures below.
By default, when you enable LDAP over SSL, you need to set the root certificate of the CA that issued the
LDAP server’s certificate on the Service Manager server, and then specify the location of the certificate
file in the LDAP SSL DB Path field.
If you do not want to set the CA's root certificate on the Service Manager server, follow these steps:
1. Set the ldapsslallownocert parameter to 1.
2. Log in to Service Manager, and then click System Administration > Ongoing Maintenance >
System > LDAP Mapping.
3. Set the LDAP Server and LDAP Base Directory fields, select the LDAP SSL check box. Leave the
LDAP SSL DB Path field blank. 4. Click Set File/Field level mapping, enter operator in the Name field, and then map the name
field of operator to sAMAccountName (for Active Directory server).
5. Restart the Service Manager server.
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Lightweight Directory Access Protocol (LDAP)
If you wish to authenticate Service Manager users that belong to different domains or subdomains, you
can deploy multiple LDAP servers that belong to the corresponding domains, and then set up a
horizontal scaled (HS) cluster. By the following configuration, users belong to different domains can
share the same database while at the same time be authenticated by different domain’s LDAP server
over SSL.
1. Set the ldapsslallownocert parameter to 1.
2. Log in to Service Manager, and then click System Administration > Ongoing Maintenance >
System > LDAP Mapping. Leave everything on this page empty.
3. Click Set File/Field Level Mapping, enter operator in the Name field, and then map the name
field of operator to sAMAccountName.
4. Add the ldapserver parameter in the sm.ini file as the following example:
ldapserver1:16.183.93.217%636%cn=users,dc=swsm,dc=ind,dc=lab
You can add this parameter multiple times if you have more than one LDAP server.
5. Restart the Service Manager server.
Note: In both cases above, you still need to set the ldapbinddn and ldapbindpass parameters in
sm.ini.
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IPv6 overview
As of version 9.32, Service Manager supports IPv4/IPv6 as a dual stack network. This addresses the
needs of being able to run Service Manager infrastructure in an organization where both IPv6 and IPv4
are enabled in parallel.
Most Service Manager components support IPv6 from Service Manager 9.32, except for the following
legacy features which still support only IPv4:
l
SCAuto SDK
l
ODBC Driver for Crystal Reports
Note: In a dual stack network, the required IPv4 configuration is the same as before.
Recommended Topologies
We recommend that your implementation follow these topology guidelines:
Topology 1
l
Service Manager run-time environment, underlying RDBMS, and all Application/Web Servers in a pure
IPv4 environment use IPv4.
l
The clients in a pure IPv4 environment using IPv4.
Topology 2
l
Service Manager run-time environment, underlying RDBMS, and all Application/Web Servers in a dual
IPv4/IPv6 environment use IPv4.
l
The clients in pure a IPv4 environment or in a dual IPv4/IPv6 environment both use IPv4.
Topology 3
l
Service Manager run-time environment, underlying RDBMS, and all Application/Web Servers in a dual
IPv4/IPv6 environment use IPv6.
l
The clients in a pure IPv4 environment use IPv4.
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IPv6 overview
l
The clients in a dual (IPv4/IPv6) environment use IPv6.
IPv6 supported address formats
IPv6 in Service Manager supports the following IP address formats.
Text representation
Service Manager supports text representation of IPv6 formats as defined in RFC 4291 (IP Version 6
Addressing Architecture).
IPv6 addresses are 128-bit identifiers for interfaces and sets of interfaces. In general, the standard IPv6
address is x:x:x:x:x:x:x:x where each xrepresents 1 to 4 hexadecimal digits, as shown in the
following example:
2001:DB8:0:0:8:800:200C:417A
It is not necessary to specify the leading zeros of an individual field. However, you must have at least
one hexadecimal character in each field. You can use :: to represent one or more groups of 16 bits of
zeros to avoid specifying the entire IPv6 address. However, you can only use the :: one time. The ::
may also be used to compress the leading or trailing zeros of the IPv6 address. For example, the
following two IPv6 addresses are equivalent:
FF01:0:0:0:0:0:0:101
FF01::101
Note: You can use either of these representations when you configure IPv6 for use in Service
Manager.
Address representation in mixed IPv4/IPv6 environments
According to the RFC 4291 (IP Version 6 Addressing Architecture) standard, the following format is used
to handle mixed IPv4/IPv6 environments:
x:x:x:x:x:x:d.d.d.d
In this case, the xs are placeholders for the hexadecimal values of the six high-order 16-bit pieces of the
address, and the ds are the decimal values of the four low-order 8-bit pieces of the address, which is
the standard IPv4 representation. Therefore, you can specify an old IPv4 address in a mixed IPv4/IPv6
environment in either of the following, equivalent ways:
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IPv6 overview
0:0:0:0:0:0:13.1.68.3
::13.1.68.3
//Uses :: to minimize the leading zeros of the IPv6 address.
Note: In Service Manager this mixed use IPv4/IPv6 is not supported.
IPv6 addresses with a port number
To specify an IPv6 address together with a port number, enclose the IPv6 address in brackets as shown
in the following example:
[2001:db8::1]:80
IPv6 configuration
The following topics provide basic information on how to configure Service Manager to use IPv6:
Configure the Service Manager server for IPv6
92
Configure the Windows client for IPv6
93
Configure the Web clients for IPv6
94
Configure IPv6 to work with Service Manager integrations
98
Configure IPv6 for SRC, Mobile Applications, and SCAuto
99
Configure the Service Manager server for IPv6
To configure the Service Manager server to use IPv6, specify an IPv6 address in the groupbindaddress
parameter in the sm.ini file where the Service Manager server is installed. The following example
shows a valid IPv6 address:
groupbindaddress:2620:0:a17:e006:1060:cb7b:590a:4388
Note: If the groupbindaddress parameter is specified with an IPv6 address, Service Manager will
listen for both IPv4/IPv6 addresses. If no value is specified, or if an IPv4 address is specified, Service
Manager will listen only for IPv4 addresses.
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IPv6 overview
Configure IPv6 for horizontally-scaled environments
Make sure that you configured Service Manager as described in the "Configure the Service Manager
server for IPv6" on the previous page section. To configure IPv6 for horizontally scaled environments,
you must also specify the following parameters on each horizontally scaled server:
Parameter
Value
groupbindaddress
Specify an IPv6 address in the groupbindaddress parameter in the sm.ini
file where the Service Manager server is installed.
grouplicenseip
Set as the valid IPv6 or IPv4 address of the machine where the licenses are
stored.
groupmcastaddress By default, this parameter is set to FF02::1 after the groupbindaddress
parameter is specified. If needed, you can modify this parameter according to
the following standard: http://www.iana.org/assignments/ipv6-multicastaddresses/ipv6-multicast-addresses.xml#ipv6-multicast-addresses-1
Note: All other configurations steps are the same as in an IPv4 environment.
Configure IPv6 for vertically-scaled environments
Make sure that you configured Service Manager as described in the "Configure the Service Manager
server for IPv6" on the previous page section. To configure IPv6 for vertically-scaled environments, you
must also specify the following variables:
Parameter
Value
groupbindaddress Specify an IPv6 address in the groupbindaddress parameter in the sm.ini
file where the Service Manager server is installed.
Note: All other configurations steps are the same as in an IPv4 environment.
Configure the Windows client for IPv6
To configure the Service Manager Windows client to use IPv6, follow these steps:
1. Navigate to File > Connect.. > Connections.
2. In the Connections dialog, enter a valid IPv6 in the "Server host name" field.
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IPv6 overview
Configure the Web clients for IPv6
Application Server
The steps that you use to configure IPv6 depends on the Application server that you are using. Choose
the appropriate instructions for your environment.
Tomcat 7.0
The default installation of Tomcat does not support listening on the IPv6 protocol. Therefore, you must
download latest APR library (tcnative-1.dll) and add an address parameter for the connector in the
server.xml file. To do this, follow these steps:
1. Download latest APR library as appropriate for your architecture.
Architecture Download location:
x86
http://archive.apache.org/dist/tomcat/tomcatconnectors/native/1.1.20/binaries/win32/tcnative-1.dll
x64
http://archive.apache.org/dist/tomcat/tomcatconnectors/native/1.1.20/binaries/win64/x64/tcnative-1.dll
IA64
http://archive.apache.org/dist/tomcat/tomcatconnectors/native/1.1.20/binaries/win64/ia64/tcnative-1.dll
2. Replace the default APR library with the one you downloaded.
$Tomcat_Installation$\bin\tcnative-1.dll
3. Add an address parameter for the connector in the server.xml file as follows:
<Connector address="[::]" port="8081" protocol="HTTP/1.1" maxThreads="400"
connectionTimeout="20000"
redirectPort="8443" />
4. Add an address parameter for the AJP connector in the server.xml file as follows:
<Connector address="[::]" port="8008" protocol="AJP/1.3" redirectPort="8443" />
Note: Modify the server.xml file for each for Tomcat instance. To revert to IPv4, remove
address parameter in the server.xml file.
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IPv6 overview
5. Set serverHost parameter of the WEB-INF\web.xml to a valid IPv6 address:
<param-name>serverHost</param-name>
<param-value>2620:0:a17:e006:d024:1d09:c2f9:f03f</param-value>
Note: You do not need to use enclose the IPv6 address in the brackets ([]).
6. Access the Service Manager Web tier by using a correct URL as shown in the following example:
http://[2620:0:a17:e006:4a8:91c1:c9cb:93dd]:8080/webtier-9.32/index.do
WebSphere 7
To configure WebSphere 7 for IPv6, follow these steps:
1. Set serverHost parameter of the WEB-INF\web.xml to a valid IPv6 address:
<param-name>serverHost</param-name>
<param-value>2620:0:a17:e006:d024:1d09:c2f9:f03f</param-value>
Note: You do not need to use enclose the IPv6 address in the brackets ([]).
2. Access the Service Manager Web tier by using a correct URL as shown in the following example:
http://[2620:0:a17:e006:4a8:91c1:c9cb:93dd]:8080/webtier-9.32/index.do
WebLogic 11
To configure WebLogic 11 for IPv6, follow these steps:
1. Set serverHost parameter of the WEB-INF\web.xml to a valid IPv6 address:
<param-name>serverHost</param-name>
<param-value>2620:0:a17:e006:d024:1d09:c2f9:f03f</param-value>
Note: You do not need to use enclose the IPv6 address in the brackets ([]).
2. Access the Service Manager Web tier by using a correct URL as shown in the following example:
http://[2620:0:a17:e006:4a8:91c1:c9cb:93dd]:8080/webtier-9.32/index.do
JBoss 5.1
To configure JBoss 5.1 for IPv6, follow these steps:
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IPv6 overview
1. Set serverHost parameter of the WEB-INF\web.xml to a valid IPv6 address:
<param-name>serverHost</param-name>
<param-value>2620:0:a17:e006:d024:1d09:c2f9:f03f</param-value>
Note: You do not need to use enclose the IPv6 address in the brackets ([]).
2. Start Jboss an appropriate command similar to the following, together with the IPv6 address in
brackets ([]):
run.bat -b [2620:0:a17:e006:4a8:91c1:c9cb:93dd]
3. Access the Service Manager Web tier by using a correct URL as shown in the following example:
http://[2620:0:a17:e006:4a8:91c1:c9cb:93dd]:8080/webtier-9.32/index.do
Web Server
The steps that you use to configure IPv6 depends on the Web server that you are using. Choose the
appropriate instructions for your environment.
Apache 2.2
To configure Apache to use IPv6, you must download,modify, and recompile Apache. To do this, refer to
these example steps:
1. Download and install Perl from the following web site:
http://www.activestate.com/activeperl/downloads
2. Download and install awk95.exe to some directory, for example, C:\Windows. Rename the file to
awk.exe.
3. Compile zlib. To do this, follow these steps:
a. Download the source code for zlib from the following web site:
http://www.zlib.net/
b. Unzip the file to C:\ipv6\zlib.
c. Run the following command to compile zlib:
C:\ipv6\zlib\nmake -f win32\Makefile.msc
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IPv6 overview
d. If you receive an nmake fatal error code 0xc0000135, run the following command:
C:\ipv6\zlib\vcvars32
4. Compile OpenSSL. To do this, follow these steps:
a. Download the source code for OpenSSL from the following web site:
http://www.openssl.org/
b. Unzip the file to C:\ipv6\openssl.
c. Run the following command to compile openssl:
C:\ipv6\openssl\perl Configure VC-WIN32
C:\ipv6\openssl\ms\do_ms
C:\ipv6\openssl\nmake -f ms\ntdll.mak
5. Compile and modify Apache . To do this, follow these steps:
a. Download the source code for Apache from the following web site:
http://httpd.apache.org/download.cgi
b. Unzip the file to C:\ipv6\httpd.
c. Edit the httpd\srclib\apr\include\apr.hw file, and change the line #define APR_HAVE_
IPV6 0 to #define APR_HAVE_IPV6 1.
Copy the zlib and openssl folders from the previous steps to httpd\srclib.
d. Run the following command to compile Apache:
C:\ipv6\httpd\nmake /F Makefile.win INSTDIR="C:\Apache" installr
Note: You may encounter issues if you try to compile Apache 2,0 or earlier. Specifically,
you may receive the following errors:
C:\Program Files\Microsoft SDKs\Windows\v6.0A\include\ws2def.h(91) :
warning C4005: 'AF_IPX' : macro redefinition
C:\Program Files\Microsoft SDKs\Windows\v6.0A\include\winsock.h
(460) : see previous definition of 'AF_IPX'
C:\Program Files\Microsoft SDKs\Windows\v6.0A\include\ws2def.h(127) :
warning C4005: 'AF_MAX' : macro redefinition
C:\Program Files\Microsoft SDKs\Windows\v6.0A\include\winsock.h
(479) : see previous definition of 'AF_MAX'
C:\Program Files\Microsoft SDKs\Windows\v6.0A\include\ws2def.h(163) :
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warning C4005: 'SO_DONTLINGER' : macro redefinition
C:\Program Files\Microsoft SDKs\Windows\v6.0A\include\winsock.h
(402) : see previous definition of 'SO_DONTLINGER'
C:\Program Files\Microsoft SDKs\Windows\v6.0A\include\ws2def.h(206) :
error C2011: 'sockaddr' : 'struct' type redefinition
C:\Program Files\Microsoft SDKs\Windows\v6.0A\include\winsock.h
(485) : see declaration of 'sockaddr'
C:\Program Files\Microsoft SDKs\Windows\v6.0A\include\ws2def.h(384) :
error C2059: syntax error : 'constant'
These issue are caused by an improper include order between windows.h and the
winsock2.h files in the apr library.. To resolve this, make sure that winsock2.h is
included before windows.h.
IIS 7.5
IPv6 is not supported for an IIS connector with Tomcat (mod_jk).
Configure IPv6 to work with Service Manager integrations
Note: All other configurations steps are the same as in an IPv4 environment.
Knowledge Management search server
Make sure that you configured Service Manager as described in the "Configure the Service Manager
server for IPv6" on page 92 section. To configure IPv6 in a Knowledge Management search server, follow
these steps:
1. In the Service Manager client, navigate to Knowledge Management > Configuration > Configure
Search Servers.
2. Set Hostname as the IPv6 address of the Knowledge Management search server, including the
brackets, as shown:
[2620:0:a17:e006:4a8:91c1:c9cb:93dd]
Note: All other configurations steps are the same as in an IPv4 environment.
LDAP server
Make sure that you configured Service Manager as described in the "Configure the Service Manager
server for IPv6" on page 92 section. To configure IPv6 for an LDAP server, follow these steps:
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IPv6 overview
1. In the Service Manager client, navigate to System Administration > Ongoing Maintenance >
System > LDAP Mapping.
2. Set LDAP server as the IPv6 address of the LDAP server, including the brackets, as shown:
[2620:0:a17:e006:4a8:91c1:c9cb:93dd]
Note: All other configurations steps are the same as in an IPv4 environment.
SMTP server
Make sure that you configured Service Manager as described in the "Configure the Service Manager
server for IPv6" on page 92 section. To configure IPv6 for an SMTP server, follow these steps:
1. Specify the IPv6 address of the SMTP server in the smtphost parameter in the sm.ini file. The
following example shows a valid IPv6 address:
smtphost:2620:0:a17:e006:1060:cb7b:590a:4388
2. Set the smtphost connection parameters for the emailout startup parameter as a valid IPv6
address:
sm -emailout -smtphost:[2620:0:a17:e006:4a8:91c1:c9cb:93dd] -smtpport:25
Note: All other configurations steps are the same as in an IPv4 environment.
Configure IPv6 for SRC, Mobile Applications, and SCAuto
Service Request Catalog
To enable IPv6 support in Service Request Catalog (SRC), follow these steps:
1. Enable IPv6 support in Tomcat. To do this, see the Tomcat section of "Configure the Web clients
for IPv6" on page 94.
2. Enable IPv6 in Service Manager. To do this, see "Configure the Service Manager server for IPv6" on
page 92.
3. In folder where SRC is deployed, set the sm.hostname parameter in the
applicationContext.properties file to a Full Qualified Domain Name or to a valid IPv6 address
sm.hostname=[2620:0:a17:e006:4a8:91c1:c9cb:93dd]
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IPv6 overview
4. You can access the SRC application by entering the valid IP address in your browser, as shown in
the following example:
http://[2620:0:a17:e006:4a8:91c1:c9cb:93dd]:8080/src-9.32
Service Manager Mobile Applications
To enable IPv6 support for the Service Manager Mobile Application, follow these steps:
1. Enable IPv6 support in Tomcat. To do this, see the Tomcat section of "Configure the Web clients
for IPv6" on page 94.
2. Enable IPv6 in Service Manager. To do this, see "Configure the Service Manager server for IPv6" on
page 92.
3. In folder where the mobile web tier is deployed, set theendpoint in the WEB-INF\web.properties
file to a Full Qualified Domain Name or to a valid IPv6 address
endpoint=[2620:0:a17:e006:4a8:91c1:c9cb:93dd]
4. You can access the Service Manager Mobile Application by entering the valid IP address in your
browser, as shown in the following example:
http://[2620:0:a17:e006:4a8:91c1:c9cb:93dd]:8080/sm/std
SCAuto
SCAuto can connect to a Service Manager server by using an IPv4 address in a dual IPv4/IPv6
environment. However, SCAuto cannot function work in a pure IPv6 environment because the SCAuto
SDK does not support IPv6.
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Print options
HP Service Manager offers list view or detail view print options.
Use Search to display the list of records or a detail record. Follow the instructions below to print in the
windows client or the web client:
In the windows client:
1. Click File > Print or click the Print icon.
2. Select one of the following options:
n
List: Print the list of records.
You can specify the Start and Count fields to print a number of consecutive records in the list.
n
Detail: Print a single record.
3. Select the printer and then click Print.
In the web client:
1. Do one of the following actions:
n
Print the list of records: Click the Print icon on the Record List toolbar or press Ctrl+Alt+P.
n
Print a single record: Click the Print icon on the Record Detail toolbar or press Alt+P.
2. Perform one of the following actions in the newly-opened browser window:
n
Right-click the page and then click Print.
n
Press Ctrl+P.
3. Select the printer and then click Print.
Client-side printing
Users can access the client-side printing feature by using the Print icon. Client-side printing provided by
the web browser or Windows operating system is also supported.
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Regional settings
Regional settings define local values for month names and abbreviations, date format, system
language, and default system currency.
Define the months in the year
Applies to User Roles:
System Administrator
To define the months in the year:
1. Click System Administration > Base System Configuration > Miscellaneous > System Information
Record.
2. Click the Month Tables tab.
The table lists the Full Name and Abbreviation for each month.
3. Make any necessary changes.
4. Click Save.
Set the default date format
Applies to User Roles:
System Administrator
To set the default date format:
1. Click System Administration > Base System Configuration > Miscellaneous > System Information
Record.
2. Click the Date Info tab.
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Regional settings
3. In the Format field, type or select one of the following date formats to be the system default.
n
mm/dd/yy — standard U.S. date format
n
dd/mm/yy — standard European date format
n
yy/mm/dd — optional date format
n
mm/dd/yyyy — standard U.S. date format
n
dd/mm/yyyy — standard European date format
n
yyyy/mm/dd — optional date format
4. Click Save.
Set the default system currency
Applies to User Roles:
System Administrator
To set the default system currency:
1. Click System Administration > Base System Configuration > Miscellaneous > System Information
Record.
2. Click the General tab.
3. In the Basis Currency field, type or select one of the options from the currency file.
4. Click Save.
Note: The currency setting in each individual operator record overrides the default system currency
setting.
Set the default system language
Applies to User Roles:
System Administrator
Note: The language setting in each individual operator record overrides the default language setting.
To set the default system language:
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Regional settings
1. Click System Administration > Base System Configuration > Miscellaneous > System Information
Record.
2. Click the Misc tab.
3. In the Language Code field, type or select one of the following language options:
n
English
n
French
n
German
n
Italian
n
Japanese
4. Click Save.
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Servlet implementation
HP Service Manager uses a servlet implementation to manage client connections to the server. The
servlet implementation uses a pre-configured embedded Java servlet that does not require any
additional installation or configuration of Java components. Administrators can manage the servlet
implementation using the HP Service Manager configuration files and management procedures rather
than Java interfaces.
A servlet implementation provides the following management features:
l
The ability to specify the exact communications ports client connections use
l
The ability to specify the maximum number of client connections HP Service Manager will accept
l
Industry-standard resilience and scalability options
l
Multithread processing capabilities
In a servlet implementation, administrators specify the communications ports the system uses in
advance. The total number of communication ports required for a servlet implementation is based on
the number of servlet container processes you want the HP Service Manager host to support. Each
servlet container process manages a set number of client sessions as determined by the number of
threads it contains.
Each servlet container process supports a set number of client connections over two communications
ports, one for HTTP communications and one for HTTPS communications. Administrators set the
number of client connections per process using the threading parameters. Two communications ports is
sufficient for up to approximately 150 client connections (as determined by the HP Service Manager
host's memory requirements).
A servlet implementation is ideal for administrators who want to do capacity planning and system
resource management. The communications port and threading parameters allow administrators to
control the resources that client connections consume. By specifying the communication ports and
number of threads available for client connections, administrators can set a limit on the total number
of client connections any one hardware resource supports. Setting connection limits prevent client
connections from consuming more system resources than desired and allows administrators to set a
server load threshold in advance. If a client attempts to connect to a HP Service Manager system that
has reached its connection limit, the server refuses the connection and displays an error message that
the server is unavailable.
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Certain servlet implementations benefit from the native resilience and scalability features of grouping
Java servlets. In a horizontal scaling implementation, administrators can create virtual groups where
multiple HP Service Manager servers act as a single system. Each member in a virtual group
communicates its connection availability and system resource usage to the other members of the
group. Should a group member fail, the other group members are unaffected by the outage and the
system can route any new client connection requests to another member in the virtual group. If the
client connection routing process fails, the existing client connections are unaffected and an
administrator can restart the client connection routing process.
Servlet implementation options
The HP Service Manager server supports the following types of servlet implementation options. You
may combine these implementation options with other HP Service Manager options to create your own
system implementation.
l
Single servlet implementation – a single host running a single servlet container implementation
l
Vertical scaling implementation – a single host running multiple servlet containers implementation
l
Horizontal scaling implementation – multiple hosts running multiple servlet containers
implementation
A single servlet implementation does not require a load balancer process. Clients send connection
requests directly to the HTTP communications port of the servlet container process. The servlet
container's HTTP port becomes the single well-known communications port for the HP Service Manager
system. All clients send connection requests to this one communications port. The servlet container
process routes each connection request to an available thread in the process. When the number of
client connections reaches the number of available threads the system has reached capacity, and the
servlet container refuses any additional client connection requests. Each servlet container process can
manage approximately one hundred and fifty client connections (as determined by the HP Service
Manager host's memory requirements). Implementers can use the threadsperprocess parameter to set
the total number of client connections the servlet container process manages.
A vertical scaling implementation requires a load balancer process to route client connection requests
to an available servlet container process. Clients send connection requests to the HTTP communications
port of the load balancer process. The load balancer's HTTP port becomes the single well-known
communications port for the HP Service Manager system. All clients send connection requests to this
one communications port. The load balancer process transparently routes client connection requests to
any available servlet container processes on the local host. The end-user never sees the change in the
communications port number from the load balancer process to the servlet container process. When
the number of client connections reaches the total number of available threads on all servlet container
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processes the system has reached capacity, and the load balancer refuses any additional client
connection requests. Implementers must use the threadsperprocess parameter to set the total number
of client connections each servlet container process manages.
A horizontal scaling implementation requires a load balancer process to route client connection
requests to servlet containers on multiple hosts. Clients send connection requests to the HTTP
communications port of the load balancer process. The load balancer's HTTP port becomes the single
well-known communications port for the HP Service Manager system. All clients send connection
requests to this one communications port. The load balancer process routes client connection requests
to any available servlet container process in the group. When the number of client connections reaches
the total number of available threads on all servlet containers on all available hosts in the virtual group,
the system has reached capacity, and the load balancer refuses any additional client connection
requests. Implementers must use the threadsperprocess parameter to set the total number of client
connections each servlet container process manages. Implementers must also set the group
parameters and ensure there is a valid network connection among the group members.
Single servlet implementation
In a single servlet implementation you manage all client connections with one multithreaded process.
The key features of this implementation are:
l
The HP Service Manager system consists of one HP Service Manager instance running on one
physical host
l
One dedicated servlet container process manages all client connections
l
The implementation allows administrators to specify the communication ports the system uses
l
The implementation allows administrators to specify a system connection limit
l
The HP Service Manager system can manage a number of concurrent client connections up to the
number of threadsperprocess
A single servlet implementation is a typically used for development environments or small production
environments because it is easy to setup and manage.
You can convert a single servlet implementation into any of the other servlet implementations with the
addition of a load balancer process and one or more additional servlet container instances.
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Single servlet implementation diagram
The Single servlet implementation diagram is a reference diagram for implementers who are
responsible for installing and configuring HP Service Manager. The guide shows the configuration
settings and network connections required for a single server running a single servlet container
implementation.
You can view and search this guide using Adobe® Reader, which you can download from the Adobe Web
site.
The Single servlet implementation diagram is available from the help.
Example: Setting up a single servlet implementation
The following example describes how to set up a single servlet implementation that accomplishes the
following:
l
Manages all client connections with one multithreaded process
l
Supports up to 50 concurrent client connections
l
Allows an administrator to specify the communications ports the HP Service Manager
implementation uses
l
Provides a simple configuration to test servlet features
You can use this example to configure the implementation depicted in the Single servlet implementation
diagram.
1. Install Service Manager on one host. For example: myserver1.
2. Log in to the operating system of the Service Manager server host and change directories to the
Service Manager RUN folder. For example:
C:\Program Files\HP\ Service Manager\server\RUN
3. Open the Service Manager configuration file (sm.cfg or smstart) in a text editor.
4. Add the following line:
sm -httpPort:13081 -httpsPort:13082
The httpPort:13081 parameter specifies that the servlet container process listens to client
connection requests on HTTP port 13081. This communications port must be unique on the host on
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which you start the servlet container.
The httpsPort:13082 parameter specifies that the servlet container process listens to client
connection requests on HTTPS port 13082. This communications port must be unique on the host
on which you start the servlet container.
5. Save the Service Manager configuration file.
6. Open the Service Manager initialization file (sm.ini) in a text editor.
7. Add the RDBMS connection settings. For example:
[oracle10]
sqldb:ora102
sqllogin:sm7user/password
sqllibrary:SQORACLE.OCI10.DLL
sqldictionary:oracle10
8. Add the following lines:
threadsperprocess:50
sessiontimeout:3
The threadsperprocess:50 parameter defines the number of threads each process supports. A
value of 50 threads assumes that the Service Manager host has the minimum recommended
system memory available for servlet container processes.
The sessiontimeout:3 parameter defines the number of minutes that the client connection can
remain unresponsive before the server closes the connection. A value of 3 minutes assumes that
most network latency issues are quickly and easily resolved.
9. Save the Service Manager initialization file.
10. Start the Service Manager server.
11. Log in to the operating system of the Service Manager Web tier host and change directories to the
Service Manager WEB-INF folder. For example:
C:\apache-tomcat-5.5.12\webapps\sm\WEB-INF
12. Open the Web configuration file (web.xml) in a text editor.
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13. Set the following parameter values:
Parameter
Default
value
secureLogin true
Description
Controls the encryption of network communication between the web
application server and the web browser. Set it to false if you do not
use Secure Sockets Layer (SSL) connections to the web server.
Note: To use secure login, you must enable SSL on your web application
server. For details, refer to your web application server
documentation.
sslPort
8443
This parameter is needed only when secureLogin is set to true. Set it
to the SSL port of the web application server.
serverHost
localhost
Specifies the name of the Service Manager host server.
serverPort
13080
Specifies the communications port number to which the Service
Manager server listens.
...
<context-param>
<param-name>secureLogin</param-name>
<param-value>true</param-value>
</context-param>
<context-param>
<param-name>sslPort</param-name>
<param-value>8443</param-value>
</context-param>
...
<param-name>serverHost</param-name>
<param-value>myserver1</param-value>
</init-param>
<init-param>
<param-name>serverPort</param-name>
<param-value>13080</param-value>
</init-param>
14. Save the Web configuration file.
15. Start the Service Manager Web tier.
16. Open Service Manager Windows clients and set the Service Manager host name and
communication port values:
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Field
Value
Server host name
myserver1
Server port number 13081
17. Connect to the Service Manager host.
Requirements for a single servlet implementation
This configuration is intended for customers who:
l
Want to manage all client connections with one multithreaded process
l
Only expect up to 50 concurrent client connections
l
Want to specify the communications ports the HP Service Manager implementation uses
l
Want a simple configuration to test servlet features
Number of Service Manager hosts required
This implementation requires the following number of hosts.
1
Parameters required in sm.cfg
You must set the following configuration parameters.
sm -httpPort:<value> - httpsPort:<value>
l
httpPort – identify the communications port that a servlet container process uses to
communicate with clients using HTTP. The servlet container communications port must be
unique on the host on which you start the servlet container.
l
httpsPort – identify the communications port that a servlet container process uses to
communicate with clients using HTTPS. The servlet container communications port must be
unique on the host on which you start the servlet container.
Parameters required in sm.ini
You must set the following initialization parameters.
l
sessiontimeout – define the number of minutes a client connection can remain unresponsive
before the server closes the connection.
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l
threadsperprocess – identify the total number of threads the servlet container process
supports. Use a value of threads that maximizes the system resources of your Service Manager
host.
The recommend maximum value for the parameter threads per process is 60. Usually the value
of this parameter should be below 50.
Parameters required in web.xml
You must set the following Web parameters.
l
serverHost – identify the host name of the Service Manager host
l
serverPort – identify the communications port on which the Service Manager host listens for
client connections requests
Windows client preferences required
You must set the following preferences from the Connection menu.
l
Server host name – identify the host name of the Service Manager host
l
Server port number – identify the communications port on which the Service Manager host
listens for client connections requests
Vertical scaling implementation
In a vertical scaling implementation you maximize the number of client connections supported on a
single host.
The key features of this implementation are:
l
The HP Service Manager system consists of several servlet container processes running on one
physical host
l
The implementation allows administrators to specify a system connection limit
l
The HP Service Manager system can manage a number of concurrent client connections up to the
number of servlet container processes times the threadsperprocess value (For example, 6 servlet
container processes supporting 50 threadsperprocess can support up to 300 client connections)
l
The implementation allows administrators to specify the communication ports the system uses
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l
A dedicated load balancer process manages and routes client connections to available servlet
container processes
l
Administrators can dynamically add and remove HP Service Manager instances from a virtual group
A vertical scaling implementation is typically used in small to medium environments where hardware
system resources are limited. A vertical scaling implementation can support as many client connections
as the HP Service Manager host has available system resources.
You can convert a vertical scaling implementation into a horizontal scaling implementations with the
addition of virtual grouping parameters and one or more additional servlet container instances installed
on separate physical hosts.
Note: There can be only one kmupdate process running at any time regardless of the number of hosts.
Starting more than one kmupdate process causes unpredictable behavior on the search engine server.
Vertical scaling implementation diagram
The Vertical scaling implementation diagram is a reference diagram for implementers who are
responsible for installing and configuring HP Service Manager. The guide shows the configuration
settings and network connections required for a single server running multiple servlet containers
implementation.
You can view and search this guide using Adobe® Reader, which you can download from the Adobe Web
site.
The Vertical scaling implementation diagram is available from the help.
Example: Setting up a vertical scaling implementation
The following example describes how to set up a vertical scaling implementation that accomplishes the
following:
l
Maximizes the number of client connections supported on a single host
l
Allows an administrator to specify the communications ports the HP Service Manager
implementation uses
You can use this example to configure the implementation depicted in the Vertical scaling
implementation diagram.
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1. Install Service Manager on one host. For example: myserver1.
2. Log in to the operating system of the HP Service Manager server host and change directories to
the Service Manager RUN folder. For example:
C:\Program Files\HP\ Service Manager\server\RUN
3. Open the Service Manager configuration file (sm.cfg or smstart) in a text editor.
4. Add the following lines:
sm -loadBalancer -httpPort:13080
sm -httpPort:13081 -httpsPort:13082
sm -httpPort:13083 -httpsPort:13084
The loadBalancer parameter creates a special servlet container process to route client connection
requests to other available servlet container processes. A vertical scaling implementation only
needs one load balancer.
The httpPort:13080 parameter specifies that the load balancer process listens to client
connection requests on HTTP port 13080. This communications port must be unique across all
hosts that you want to join the Service Manager virtual group.
The httpPort:13081 parameter specifies that the servlet container process listens to client
connection requests on HTTP port 13081. This communications port must be unique on the host on
which you start the servlet container.
The httpsPort:13082 parameter specifies that the servlet container process listens to client
connection requests on HTTPS port 13082. This communications port must be unique on the host
on which you start the servlet container.
The httpPort:13083 parameter specifies that the servlet container process listens to client
connection requests on HTTP port 13083. This communications port must be unique on the host on
which you start the servlet container.
The httpsPort:13084 parameter specifies that the servlet container process listens to client
connection requests on HTTPS port 13084. This communications port must be unique on the host
on which you start the servlet container.
5. Save the Service Manager configuration file.
6. Open the Service Manager initialization file (sm.ini) in a text editor.
7. Verify that the auth parameter has a valid authorization code.
8. Add the RDBMS connection settings. For example:
[oracle10]
sqldb:ora102
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sqllogin:sm7user/password
sqllibrary:SQORACLE.OCI10.DLL
sqldictionary:oracle10
9. Add the following lines:
threadsperprocess:50
sessiontimeout:3
The threadsperprocess:50 parameter defines the number of threads each process supports. A
value of 50 threads assumes that the Service Manager host has the minimum recommended
system memory available for servlet container processes.
The sessiontimeout:3 parameter defines the number of minutes that the client connection can
remain unresponsive before the server closes the connection. A value of 3 minutes assumes that
most network latency issues are quickly and easily resolved.
10. Save the Service Manager initialization file.
11. Start the Service Manager server.
12. Log in to the operating system of the Service Manager Web tier host and change directories to the
Service Manager WEB-INF folder. For example:
C:\apache-tomcat-5.5.12\webapps\sm\WEB-INF
13. Open the Web configuration file (web.xml) in a text editor.
14. Set the following parameter values:
Parameter
Default
value
secureLogin true
Description
Controls the encryption of network communication between the web
application server and the web browser. Set it to false if you do not
use Secure Sockets Layer (SSL) connections to the web server.
Note: To use secure login, you must enable SSL on your web application
server. For details, refer to your web application server
documentation.
sslPort
8443
This parameter is needed only when secureLogin is set to true. Set it
to the SSL port of the web application server.
serverHost
localhost
Specifies the name of the Service Manager host server.
serverPort
13080
Specifies the communications port number to which the Service
Manager server listens.
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...
<context-param>
<param-name>secureLogin</param-name>
<param-value>true</param-value>
</context-param>
<context-param>
<param-name>sslPort</param-name>
<param-value>8443</param-value>
</context-param>
...
<param-name>serverHost</param-name>
<param-value>myserver1</param-value>
</init-param>
<init-param>
<param-name>serverPort</param-name>
<param-value>13080</param-value>
</init-param>
15. Save the Web configuration file.
16. Start the Service Manager Web tier.
17. Open Service Manager Windows clients and set the Service Manager host name and
communication port values:
Field
Value
Server host name
myserver1
Server port number 13080
18. Connect to the Service Manager host.
Configuring a vertical scaling environment
This configuration is intended for customers who:
l
Want to maximize the number of client connections supported on a single host
l
Have a host with enough system resources to manage all concurrent client connections
Terminology
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l
Group: A group of Service Manager server processes running on one or more hosts and connecting
to one database to serve Service Manager server processes within a group.
l
Node: A Service Manager server process within a group.
l
Service Manager servlet process: A Service Manager server process that embeds the Tomcat
application server and serves Service Manager Windows clients and Web clients, as well as Web
Services requests. It is also generally referred to as a Service Manager process.
l
Service Manager background process: Background processes that wake up periodically to execute a
particular RAD application, or Service Manager runtime environment routine. For example: sm que:ir.
l
Service Manager transient process: A Service Manager server process that executes a RAD
application or Service Manager runtime environment routine only once, not periodically. For
example: sm -reportlbstatus.
Commands required in sm.cfg
You must set the following configuration commands.
sm -loadBalancer -httpPort:<value>
sm -httpPort:<value> -httpsPort:<value>
sm system.start
l
sm -loadBalancer -httpPort:<value> – Is a special Service Manager servlet process that redirects
client connections requests to other available Service Manager processes.
l
sm -httpPort:<value> -httpsPort:<value> – Specifies the HTTP or HTTPS communications port for
one Service Manager servlet process. Each Service Manager process by default can host 50 users.
You can start as many Service Manager servlet processes as you want, as long as your server has
enough physical memory and resources to start the processes. You can also change the number of
users hosted on one Service Manager servlet process by setting the "threadsperprocess"
parameter.
Optional parameters in sm.ini
The following initialization parameters are optional.
threadsperprocess:<value>
preferredFQHN:<value>
groupbindaddress:<value>
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l
threadsperprocess – Defines the maximum number of concurrent user sessions per Service
Manager servlet process. Use a value that maximizes the system resources of your Service Manager
host. The recommended maximum value for the parameter threadsperprocess is 60. Usually the
value of this parameter should be below 50.
l
preferredFQHN – Specifies the fully qualified host name you want Service Manager clients to use
when communicating with the server. Service Manager loadBalancer redirects client requests to the
target host with the target host's "preferredFQHN." You only need to set this parameter if your
Service Manager host is identified by multiple names in the network.
l
groupbindaddress – Defines the TCP/IP address of the network adapter you want Service Manager
processes to use to communicate with other processes in the group.
Memory requirements
HP recommends around 1.5 GB RAM per Service Manager process. This is based on the expected user
load. For example, if you have 10 processes each running with a 50-user load, the minimum required
RAM would be 1.5 GB per Service Manager process, 10x1.5 GB RAM. For information on sizing, refer to
the Service Manager 7 Reference Configurations sizing guide in the HP Software online support
knowledge documents at the following URL: www.hp.com/go/hpsoftwaresupport.
Licensing requirements
Obtain an AutoPass license for your vertical scaling environment. On Windows platforms, AutoPass
installs as part of the server installation. On Unix platforms, you must install it manually before you can
run Service Manager. For more information, see the HP Service Manager Installation Guide in the related
topics. AutoPass includes this host's IP address in the LicFile.txt file.
Do the following:
l
Get the license from the HP Web site.
l
Copy the primary server's IP address to get the license and save it as the primary server's
LicFile.txt file. The default directory for this file is as follows:
n
On Windows: C:\Program Files\Common Files\Hewlett-Packard\HPOvLIC\data\LicFile.txt
n
On Unix: /var/opt/OV/HPOvLIC/LicFile.txt
Vertical scaling and required SSL implementation
In a vertical scaling and required SSL implementation you maximize the number of client connections
supported on a single host and provided SSL-encrypted security between client and server
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communications.
The key features of this implementation are:
l
The HP Service Manager system consists of several servlet container processes running on one
physical host
l
The implementation allows administrators to specify a system connection limit
l
The HP Service Manager system can manage a number of concurrent client connections up to the
number of servlet container processes times the threadsperprocess value (For example, 6 servlet
container processes supporting 50 threadsperprocess can support up to 300 client connections)
l
The implementation allows administrators to specify the communication ports the system uses
l
The implementation requires SSL-encrypted communications between HP Service Manager clients
and servers
l
A dedicated load balancer process manages and routes client connections to available servlet
container processes
l
Administrators can dynamically add and remove HP Service Manager instances from a virtual group
A vertical scaling implementation is typically used in small to medium environments where hardware
system resources are limited. A vertical scaling implementation can support as many client connections
as the HP Service Manager host has available system resources.
You can convert a vertical scaling implementation into a horizontal scaling implementations with the
addition of virtual grouping parameters and one or more additional servlet container instances installed
on separate physical hosts.
Vertical scaling and required SSL implementation diagram
The Vertical scaling and required SSL implementation diagram is a reference diagram for implementers
who are responsible for installing and configuring HP Service Manager. The guide shows the
configuration settings and network connections required for a single server running multiple servlet
containers in an required SSL implementation.
You can view and search this guide using Adobe® Reader, which you can download from the Adobe Web
site.
The Vertical scaling and required SSL implementation diagram is available from the help.
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Example: Setting up a vertical scaling and required SSL
implementation
The following example describes how to set up a vertical scaling and required SSL implementation that
accomplishes the following:
l
Maximizes the number of client connections supported on a single host
l
Allows an administrator to specify the communications ports the HP Service Manager
implementation uses
l
Require SSL encryption for all connections
l
Protects against complex SSL-related attacks
l
Authenticates that the Service Manager server is a valid host
You can use this example to configure the implementation depicted in the Vertical scaling and required
SSL implementation diagram.
1. Install Service Manager on one host. For example: myserver1.
2. Log in to the operating system of the Service Manager server host and change directories to the
Service Manager RUN folder. For example:
C:\Program Files\HP\Service Manager x.xx\Server\RUN
3. Open the Service Manager configuration file (sm.cfg or smstart) in a text editor.
4. Add the following lines:
sm -loadBalancer -httpPort:13080
sm -httpPort:13081 -httpsPort:13082
sm -httpPort:13083 -httpsPort:13084
n
The loadBalancer parameter creates a special servlet container process to route client
connection requests to other available servlet container processes. A vertical scaling
implementation only needs one load balancer.
n
The httpPort:13080 parameter specifies that the load balancer process listens to client
connection requests on HTTP port 13080. This communications port must be unique across all
hosts that you want to join the Service Manager virtual group.
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n
The httpPort:13081 parameter specifies that the servlet container process listens to client
connection requests on HTTP port 13081. This communications port must be unique on the host
on which you start the servlet container.
n
The httpsPort:13082 parameter specifies that the servlet container process listens to client
connection requests on HTTPS port 13082. This communications port must be unique on the
host on which you start the servlet container.
n
The httpPort:13083 parameter specifies that the servlet container process listens to client
connection requests on HTTP port 13083. This communications port must be unique on the host
on which you start the servlet container.
n
The httpsPort:13084 parameter specifies that the servlet container process listens to client
connection requests on HTTPS port 13084. This communications port must be unique on the
host on which you start the servlet container.
5. Save the Service Manager configuration file.
6. Open the Service Manager initialization file (sm.ini) in a text editor.
7. Add the RDBMS connection settings. For example:
[oracle10]
sqldb:ora102
sqllogin:sm7user/password
sqllibrary:SQORACLE.OCI10.DLL
sqldictionary:oracle10
8. Add the following lines:
threadsperprocess:50
sessiontimeout:3
truststoreFile:cacert.keystore
truststorePass:<cacert password>
keystoreFile:scserver.keystore
keystorePass:<server certificate password>
ssl:1
n
The threadsperprocess:50 parameter defines the number of threads each process supports. A
value of 50 threads assumes that the Service Manager host has the minimum recommended
system memory available for servlet container processes.
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n
The sessiontimeout:3 parameter defines the number of minutes that the client connection can
remain unresponsive before the server closes the connection. A value of 3 minutes assumes
that most network latency issues are quickly and easily resolved.
n
The truststoreFile:cacert.keystore parameter defines the file name and path to the keystore
containing a list of trusted CA certificates. This value assumes you are using the default trust
store file provided in the Service Manager server's RUN folder. This parameter must not be
encrypted with the new initialization parameter encryption feature or the Java components will
not be able to find the trust store file.
n
The truststorePass:<cacert password> parameter specifies the password to the trust store file.
This parameter must not be encrypted with the new initialization parameter encryption feature
or the Java components will not be able to read the password value.
n
The keystoreFile:scserver.keystore parameter defines the file name and path to the keystore
containing the server's certificate file and private key. This value assumes you are using the
default trust store file provided in the Service Manager server's RUN folder. This parameter
must not be encrypted with the new initialization parameter encryption feature or the Java
components will not be able to find the keystore file.
n
The keystorePass:<server certificate password> parameter specifies the password to the
keystore file. This parameter must not be encrypted with the new initialization parameter
encryption feature or the Java components will not be able to read the password value.
n
The ssl:1 parameter requires the Service Manager server to use a signed server certificate for
SSL-encryption of all client-server communications. Each client connection validates the
server's certificate against the signing certificate authority. You must also use the keystoreFile
and keystorePass parameters to define the location of the server certificate and private key.
9. Save the Service Manager initialization file.
10. Start the Service Manager server.
11. Log in to the operating system of the HP Service Manager Web tier host and change directories to
the HP Service Manager WEB-INF folder. For example:
<Tomcat>\webapps\webtier_x.xx\WEB-INF
12. Open the Web configuration file (web.xml) in a text editor.
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13. Set the following parameter values:
Parameter
Default
value
secureLogin true
Description
Controls the encryption of network communication between the web
application server and the web browser. Set it to false if you do not
use Secure Sockets Layer (SSL) connections to the web server.
Note: To use secure login, you must enable SSL on your web application
server. For details, refer to your web application server
documentation.
sslPort
8443
This parameter is needed only when secureLogin is set to true. Set it
to the SSL port of the web application server.
serverHost
localhost
Specifies the name of the Service Manager host server.
serverPort
13080
Specifies the communications port number to which the Service
Manager server listens.
...
<context-param>
<param-name>secureLogin</param-name>
<param-value>true</param-value>
</context-param>
<context-param>
<param-name>sslPort</param-name>
<param-value>8443</param-value>
</context-param>
...
<param-name>serverHost</param-name>
<param-value>myserver1</param-value>
</init-param>
<init-param>
<param-name>serverPort</param-name>
<param-value>13080</param-value>
</init-param>
14. Save the Web configuration file.
15. Start the Service Manager Web tier.
16. Open Service Manager Windows clients and set the Service Manager host name and
communication port values:
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Field
Value
Server host
name
myserver1
Server port
number
13080
CA certificates
file
C:\Program Files\HP\ Service Manager
x.xx\Client\plugins\com.hp.ov.sm.client.common_x.xx\cacerts
17. Connect to the Service Manager host.
Requirements for a vertical scaling and required SSL
implementation
This configuration is intended for customers who:
l
Want to maximize the number of client connections supported on a single host
l
Have a host with enough system resources to manage all concurrent client connections
l
Want to specify the communications ports the Service Manager implementation uses
l
Want to require SSL encryption for all connections
l
Want to protect against complex SSL-related attacks
l
Want to authenticate that the HP Service Manager server is a valid host
Number of Service Manager hosts required
This implementation requires the following number of hosts.
1
Certificates required
You must create or obtain the following certificates for SSL encryption.
l
Certificate authority certificate
l
Keystore containing the certificate authority's certificate
l
HP Service Manager host certificate
Private keys required
You must create or obtain the following private keys for SSL encryption.
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l
Certificate authority's private key *
l
HP Service Manager host private key
* This key is only necessary if you are managing your own private certificate authority.
Parameters required in sm.cfg
You must set the following configuration parameters.
sm -loadbalancer -httpPort:<value>
sm -httpPort:<value> - httpsPort:<value>
sm -httpPort:<value> - httpsPort:<value>
l
loadbalancer – creates a special servlet container process to route client connection requests to
other available servlet container processes
l
httpPort – identify the communications port that a servlet container process uses to
communicate with clients using HTTP
l
httpsPort – identify the communications port that a servlet container process uses to
communicate with clients using HTTPS
Parameters required in sm.ini
You must set the following initialization parameters.
l
cacertpem – identify the certificate authority's certificate
l
certpem – identify the HP Service Manager host's certificate
l
pkpem – identify the HP Service Manager host's private key
l
pkpempass – identify the password for the HP Service Manager host's private key
l
ssl:1
l
sessiontimeout – define the number of minutes a client connection can remain unresponsive
before the server closes the connection.
l
threadsperprocess – identify the total number of threads the servlet container process supports
The recommend maximum value for the parameter threadsperprocess is 60. Usually the value
of this parameter should be below 50.
Parameters required in web.xml
You must set the following Web parameters.
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l
cacerts – identify the keystore containing the certificate authority's certificate
l
serverHost – identify the host name of the Service Manager host
l
serverPort – identify the communications port on which the Service Manager host listens for
client connections requests
Windows client preferences required
You must set the following preferences from the Connection menu.
l
Server host name – identify the host name of the Service Manager host
l
Server port number – identify the communications port on which the Service Manager host
listens for client connections requests
You must set the following preference from the Window > Preferences > HP Service Manager >
Security menu.
l
CA certificates file – identify the keystore containing the host's certificate authority certificate
Other requirements
You must do the following additional steps to ensure that HP Service Manager can use your private
certificates.
l
Add the certificate authority's certificate to one or more key stores that your Web and Windows
clients can access
l
Ensure that the HP Service Manager server's host name matches the common name (CN) listed
in the host's signed certificate
Horizontal scaling implementation
In a horizontal scaling implementation you maximize the number of client connections supported across
multiple hosts.
The key features of this implementation are:
l
The HP Service Manager system consists of multiple Service Manager servlet container processes
running on separate physical hosts
l
The implementation allows administrators to specify a system connection limit
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l
The Service Manager system can manage a number of concurrent client connections up to the
number of servlet container processes times the threads per process value (For example, 6 servlet
container processes supporting 50 threads per process can support up to 300 client connections)
l
The implementation allows administrators to specify the communication ports the system uses
l
A dedicated load balancer process manages and routes client connections to available servlet
container processes
l
Administrators can dynamically add and remove Service Manager instances from a virtual group
A horizontal scaling implementation is typically used in large 24 by 7 environments where system
scalability and resilience is a concern. A horizontal scaling implementation can support as many client
connections as the sum of the individual Service Manager instances can support (for example, if each
instance can support 50 client connections and there are 6 instances then the total system can support
300 client connections). A horizontal scaling implementation has improved resilience features such as
the ability to stop and start the load balancer process without causing a total system outage and the
ability to add a new servlet container process to a virtual group while the system is running.
Each host in a horizontal scaling implementation can also support a vertical scaling implementation with
the addition of the appropriate servlet implementation parameters. This allows each Service Manager
host to support multiple servlet container processes and to make the best use of the available system
resources.
Note: There can be only one kmupdate process running at any time regardless of the number of hosts.
Starting more than one kmupdate process causes unpredictable behavior on the search engine server.
Horizontal scaling implementation diagram
The Horizontal scaling implementation diagram is a reference diagram for implementers who are
responsible for installing and configuring HP Service Manager. The guide shows the configuration
settings and network connections required for multiple servers running multiple servlet containers
implementation.
You can view and search this guide using Adobe® Reader, which you can download from the Adobe Web
site.
The Horizontal scaling implementation diagram is available from the help.
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Example: Setting up a horizontal scaling implementation
The following example describes how to set up a horizontal scaling implementation that accomplishes
the following:
l
Maximizes the number of client connections supported across multiple hosts
l
Allows an administrator to specify the communications ports the HP Service Manager
implementation uses
You can use this example to configure the implementation depicted in the Horizontal scaling
implementation diagram.
1. Install Service Manager on the first host in the virtual group. For example: myserver1.
The host must be on the same subnet as the other hosts in the virtual group.
2. Log in to the Webware software licensing center and obtain a license file for this host.
Note: After you obtain a license file for this host, it becomes the primary host of the horizontal
scaling implementation. You must start this host first when starting a horizontal scaling
implementation for the first time.
3. Copy the license file you obtain onto a network share accessible to the other servers that will make
up the horizontal scaling implementation.
4. Log in to the operating system of the primary host and change directories to the server's AutoPass
folder. For example:
C:\Program Files\Common Files\Hewlett-Packard\HPOvLIC\data
5. Paste the license file (LicFile.txt) into the AutoPass folder.
6. Log in to the operating system of the Service Manager server host and change directories to the
Service Manager RUN folder. For example:
C:\Program Files\HP\Service Manager\server\RUN
7. Open the Service Manager configuration file (sm.cfg) in a text editor.
8. Edit the file so that only the following lines appear:
sm -loadBalancer -httpPort:13080
sm -que:ir
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sm -httpPort:13081 -httpsPort:13082
sm -httpPort:13083 -httpsPort:13084
sm system.start
The loadBalancer parameter creates a special servlet container process to route client connection
requests to other available servlet container processes. A horizontal scaling implementation only
needs one load balancer.
The httpPort:13080 parameter specifies that the load balancer process listens to client connection
requests on HTTP port 13080. This communications port must be unique across all hosts that you
want to join the Service Manager virtual group.
The que:ir parameter starts the processing of scheduled IR records that the server generates
running in asynchronous IR mode.
The httpPort:13081 parameter specifies that the servlet container process listens to client
connection requests on HTTP port 13081. This communications port must be unique on the host on
which you start the servlet container.
The httpsPort:13082 parameter specifies that the servlet container process listens to client
connection requests on HTTPS port 13082. This communications port must be unique on the host
on which you start the servlet container.
The httpPort:13083 parameter specifies that the servlet container process listens to client
connection requests on HTTP port 13083. This communications port must be unique on the host on
which you start the servlet container.
The httpsPort:13084 parameter specifies that the servlet container process listens to client
connection requests on HTTPS port 13084. This communications port must be unique on the host
on which you start the servlet container.
The system.start parameter specifies that the host system should start all the background
processes in the system.start script file. This host will be the only host in the virtual group that
runs the background processes. The configuration file should already list this line.
9. Save the Service Manager configuration file.
10. Open the Service Manager initialization file (sm.ini) in a text editor.
11. Add the RDBMS connection settings. For example:
[oracle10]
sqldb:ora102
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sqllogin:sm7user/password
sqllibrary:SQORACLE.OCI10.DLL
sqldictionary:oracle10
12. Add the following lines:
grouplicenseip:10.0.0.135
groupname:mygroup1
groupmcastaddress:224.0.1.255
groupsubnetaddress:255.255.255.0
groupport:13100
threadsperprocess:50
sessiontimeout:3
system:13080
ir_asynchronous:1
Note: This example assumes the host system has only one network adapter card and therefore
does not need the groupbindaddress parameter. If your host has multiple network adapter cards,
you must add the groupbindaddress parameter to specify which network adapter the virtual group
will use for communications.
The grouplicenseip:10.0.0.135 parameter defines the TCP/IP address of the Service Manager host
with a valid AutoPass license for the virtual group. The value of this parameter must match the IP
address specified in the AutoPass license.
The groupname:mygroup1 parameter creates a virtual group that servlet container processes
across multiple systems can join for horizontal scaling purposes. The value is arbitrary and can be
any text value without spaces.
The groupmcastaddress:244.0.1.255 parameter defines the TCP/IP address that servlet container
processes can use to communicate with the load balancer process. The TCP/IP address must be
consistent with the UDP multicasting protocol.
The groupsubnetaddress:255.255.255.0 parameter defines the subnet mask that servlet container
processes can use to communicate with the load balancer process. The subnet mask must be
consistent with the IPv4 protocol.
Note: You only have to define the subnet address if you are using subnet masking on your IP
addresses.
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The groupport:13100 parameter defines the communications port that servlet container
processes can use to communicate with the load balancer process. The communications port can
be any available communications port.
The threadsperprocess:50 parameter defines the number of threads each process supports. A
value of 50 threads assumes that the Service Manager host has the minimum recommended
system memory available for servlet container processes.
The sessiontimeout:3 parameter defines the number of minutes that the client connection can
remain unresponsive before the server closes the connection. A value of 3 minutes assumes that
most network latency issues are quickly and easily resolved.
The system:13080 parameter defines a numerical identifier for the system, in this case the HTTP
port of the load balancer process. The value of this parameter must match for each system in the
virtual group.
The ir_asynchronous:1 parameter defines how the server generates IR index files. A value of 1
means that the server creates a schedule record to process the files asynchronously.
13. Save the Service Manager initialization file.
14. If the host runs on a Unix operating system and uses an SSL implementation, edit the /etc/hosts
file to list the fully qualified domain name of each host in the virtual group. For example:
127.0.0.1 localhost
127.0.0.2 myserver2.mydomain.com myserver2 loghost
127.0.0.3 myserver3.mydomain.com myserver3 loghost
Caution: Do not edit the /etc/hosts file unless your system is running an SSL implementation.
15. Start the Service Manager server.
16. Install Service Manager on the next host in the virtual group. For example: myserver2.
The host must be on the same subnet as the other hosts in the virtual group.
17. Log in to the operating system of the Service Manager server host and change directories to the
Service Manager RUN folder. For example:
C:\Program Files\HP\Service Manager\server\RUN
18. Open the Service Manager configuration file (sm.cfg or smstart) in a text editor.
19. Edit the file so that only the following lines appear:
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sm -httpPort:13081 -httpsPort:13082
sm -httpPort:13083 -httpsPort:13084
sm -sync
Note: You do not need the system.start line on this host as only one host in the virtual group needs
to run the background processes.
The httpPort:13081 parameter specifies that the servlet container process listens to client
connection requests on HTTP port 13081. This communications port must be unique on the host on
which you start the servlet container.
The httpsPort:13082 parameter specifies that the servlet container process listens to client
connection requests on HTTPS port 13082. This communications port must be unique on the host
on which you start the servlet container.
The httpPort:13083 parameter specifies that the servlet container process listens to client
connection requests on HTTP port 13083. This communications port must be unique on the host on
which you start the servlet container.
The httpsPort:13084 parameter specifies that the servlet container process listens to client
connection requests on HTTPS port 13084. This communications port must be unique on the host
on which you start the servlet container.
The sync parameter specifies that the host system should start the sync background process to
identify and remove unused processes.
20. Save the Service Manager configuration file.
21. Open the Service Manager initialization file (sm.ini) in a text editor.
22. Add the RDBMS connection settings. For example:
[oracle10]
sqldb:ora102
sqllogin:sm7user/password
sqllibrary:SQORACLE.OCI10.DLL
sqldictionary:oracle10
23. Add the following lines:
grouplicenseip:10.0.0.135
groupname:mycluster1
groupmcastaddress:224.0.1.255
groupsubnetaddress:255.255.255.0
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groupport:13100
threadsperprocess:50
sessiontimeout:3
system:13080
ir_asynchronous:1
Note: This example assumes the host system has only one network adapter card and therefore
does not need the groupbindaddress parameter. If your host has multiple network adapter cards,
you must add the groupbindaddress parameter to specify which network adapter the virtual group
will use for communications.
The grouplicenseip:10.0.0.135 parameter defines the TCP/IP address of the Service Manager host
with a valid AutoPass license for the virtual group. The value of this parameter must match the IP
address specified in the AutoPass license.
The groupname:mygroup1 parameter creates a virtual group that servlet container processes
across multiple systems can join for horizontal scaling purposes. The value is arbitrary and can be
any text value without spaces.
The groupmcastaddress:244.0.1.255 parameter defines the TCP/IP address that servlet container
processes can use to communicate with the load balancer process. The TCP/IP address must be
consistent with the UDP multicasting protocol.
The groupsubnetaddress:255.255.255.0 parameter defines the subnet mask that servlet container
processes can use to communicate with the load balancer process. The subnet mask must be
consistent with the IPv4 protocol.
Note: You only have to define the subnet address if you are using subnet masking on your IP
addresses.
The groupport:13100 parameter defines the communications port that servlet container
processes can use to communicate with the load balancer process. The TCP/IP address can be any
available communications port.
The threadsperprocess:50 parameter defines the number of threads each process supports. A
value of 50 threads assumes that the Service Manager host has the minimum recommended
system memory available for servlet container processes.
The sessiontimeout:3 parameter defines the number of minutes that the client connection can
remain unresponsive before the server closes the connection. A value of 3 minutes assumes that
most network latency issues are quickly and easily resolved.
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The system:13080 parameter defines a numerical identifier for the system, in this case the HTTP
port of the load balancer process. The value of this parameter must match for each system in the
virtual group.
The ir_asynchronous:1 parameter defines how the server generates IR index files. A value of 1
means that the server creates a schedule record to process the files asynchronously.
24. Save the Service Manager initialization file.
25. If the host runs on a Unix operating system and uses an SSL implementation, edit the /etc/hosts
file to list the fully qualified domain name of each host in the virtual group. For example:
127.0.0.1 localhost
127.0.0.2 myserver2.mydomain.com myserver2 loghost
127.0.0.3 myserver3.mydomain.com myserver3 loghost
Caution: Do not edit the /etc/hosts file unless your system is running an SSL implementation.
26. Log in to the operating system of the Service Manager server host and copy the primary host's
license file (LicFile.txt) from the network share.
27. Change directories to this server's AutoPass folder. For example:
C:\Program Files\Common Files\Hewlett-Packard\HPOvLIC\data
28. Paste the primary host's license file into this server's AutoPass folder.
29. Start the Service Manager server.
Note: The primary host must be running in order for this host to validate the license file and start
up.
30. Install Service Manager 9.40 on the next host in the virtual group. For example: myserver3.
The host must be on the same subnet as the other hosts in the virtual group.
31. Log in to the operating system of the Service Manager server host and change directories to the
Service Manager RUN folder. For example:
C:\Program Files\HP\Service Manager 9.40\server\RUN
32. Open the Service Manager configuration file (sm.cfg or smstart) in a text editor.
33. Edit the file so that only the following lines appear:
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sm -httpPort:13081 -httpsPort:13082
sm -httpPort:13083 -httpsPort:13084
sm -sync
Note: You do not need the system.start line on this host as only one host in the virtual group needs
to run the background processes.
The httpPort:13081 parameter specifies that the servlet container process listens to client
connection requests on HTTP port 13081. This communications port must be unique on the host on
which you start the servlet container.
The httpsPort:13082 parameter specifies that the servlet container process listens to client
connection requests on HTTPS port 13082. This communications port must be unique on the host
on which you start the servlet container.
The httpPort:13083 parameter specifies that the servlet container process listens to client
connection requests on HTTP port 13083. This communications port must be unique on the host on
which you start the servlet container.
The httpsPort:13084 parameter specifies that the servlet container process listens to client
connection requests on HTTPS port 13084. This communications port must be unique on the host
on which you start the servlet container.
The sync parameter specifies that the host system should start the sync background process to
identify and remove unused processes.
34. Save the Service Manager configuration file.
35. Open the Service Manager initialization file (sm.ini) in a text editor.
36. Add the RDBMS connection settings. For example:
[oracle10]
sqldb:ora102
sqllogin:sm7user/password
sqllibrary:SQORACLE.OCI10.DLL
sqldictionary:oracle10
37. Add the following lines:
grouplicenseip:10.0.0.135
groupname:mygroup1
groupmcastaddress:224.0.1.255
groupsubnetaddress:255.255.255.0
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groupport:13100
threadsperprocess:50
sessiontimeout:3
system:13080
ir_asynchronous:1
Note: This example assumes the host system has only one network adapter card and therefore
does not need the groupbindaddress parameter. If your host has multiple network adapter cards,
you must add the groupbindaddress parameter to specify which network adapter the virtual group
will use for communications.
The grouplicenseip:10.0.0.135 parameter defines the TCP/IP address of the Service Manager host
with a valid AutoPass license for the virtual group. The value of this parameter must match the IP
address specified in the AutoPass license.
The groupname:mygroup1 parameter creates a virtual group that servlet container processes
across multiple systems can join for horizontal scaling purposes. The value is arbitrary and can be
any text value without spaces.
The groupmcastaddress:244.0.1.255 parameter defines the TCP/IP address that servlet container
processes can use to communicate with the load balancer process. The TCP/IP address must be
consistent with the UDP multicasting protocol.
The groupsubnetaddress:255.255.255.0 parameter defines the subnet mask that servlet container
processes can use to communicate with the load balancer process. The subnet mask must be
consistent with the IPv4 protocol.
Note: You only have to define the subnet address if you are using subnet masking on your IP
addresses.
The groupport:13100 parameter defines the communications port that servlet container
processes can use to communicate with the load balancer process. The TCP/IP address can be any
available communications port.
The threadsperprocess:50 parameter defines the number of threads each process supports. A
value of 50 threads assumes that the Service Manager host has the minimum recommended
system memory available for servlet container processes.
The sessiontimeout:3 parameter defines the number of minutes that the client connection can
remain unresponsive before the server closes the connection. A value of 3 minutes assumes that
most network latency issues are quickly and easily resolved.
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The system:13080 parameter defines a numerical identifier for the system, in this case the HTTP
port of the load balancer process. The value of this parameter must match for each system in the
virtual group.
The ir_asynchronous:1 parameter defines how the server generates IR index files. A value of 1
means that the server creates a schedule record to process the files asynchronously.
38. Save the Service Manager initialization file.
39. If the host runs on a Unix operating system and uses an SSL implementation, edit the /etc/hosts
file to list the fully qualified domain name of each host in the virtual group. For example:
127.0.0.1 localhost
127.0.0.2 myserver2.mydomain.com myserver2 loghost
127.0.0.3 myserver3.mydomain.com myserver3 loghost
Caution: Do not edit the /etc/hosts file unless your system is running an SSL implementation.
40. Log in to the operating system of the Service Manager server host and copy the primary host's
license file (LicFile.txt) from the network share.
41. Change directories to this server's AutoPass folder. For example:
C:\Program Files\Common Files\Hewlett-Packard\HPOvLIC\data
42. Paste the primary host's license file into this server's AutoPass folder.
43. Start the Service Manager server.
Note: The primary host must be running in order for this host to validate the license file and start
up.
44. Log in to the operating system of the Service Manager Web tier host and change directories to the
Service Manager WEB-INF folder. For example:
C:\apache-tomcat-5.5.12\webapps\sm\WEB-INF
45. Open the Web configuration file (web.xml) in a text editor.
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46. Set the following parameter values:
Parameter
Default
value
secureLogin true
Description
Controls the encryption of network communication between the web
application server and the web browser. Set it to false if you do not
use Secure Sockets Layer (SSL) connections to the web server.
Note: To use secure login, you must enable SSL on your web application
server. For details, refer to your web application server
documentation.
sslPort
8443
This parameter is needed only when secureLogin is set to true. Set it
to the SSL port of the web application server.
serverHost
localhost
Specifies the name of the Service Manager host server.
serverPort
13080
Specifies the communications port number to which the Service
Manager server listens.
...
<context-param>
<param-name>secureLogin</param-name>
<param-value>true</param-value>
</context-param>
<context-param>
<param-name>sslPort</param-name>
<param-value>8443</param-value>
</context-param>
...
<param-name>serverHost</param-name>
<param-value>myserver1</param-value>
</init-param>
<init-param>
<param-name>serverPort</param-name>
<param-value>13080</param-value>
</init-param>
47. Save the Web configuration file.
48. Start the Service Manager Web tier.
49. Open Service Manager Windows clients and set the Service Manager host name and
communication port values:
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Field
Value
Server host name
myserver1
Server port number 13080
50. Connect to the Service Manager host.
Configuring a horizontal scaling environment
This configuration is intended for customers who:
l
Want to maximize the number of client connections supported across multiple hosts
l
Have multiple hosts available to manage all concurrent client connections
Terminology
l
Group: A group of Service Manager server processes running on one or more hosts and connecting
to one database to serve Service Manager server processes within a group.
l
Node: A Service Manager server process within a group.
l
Primary host: The host in the Service Manager horizontal scaling group whose IP is bound to the
Service Manager AutoPass license.
l
Secondary host: The host in the Service Manager horizontal scaling group whose IP is not bound to
the Service Manager AutoPass license. The Service Manager processes on this host depend on
running Service Manager processes on the primary host to validate the Service Manager AutoPass
license.
l
Service Manager servlet process: A Service Manager server process that embeds the Tomcat
application server and serves Service Manager Windows clients and Web clients, as well as Web
Services requests. It is also generally referred to as a Service Manager process.
l
Service Manager background process: Background processes that wake up periodically to execute a
particular RAD application, or Service Manager runtime environment routine. For example: sm que:ir.
l
Service Manager transient process: A Service Manager server process that executes a RAD
application or Service Manager runtime environment routine only once, not periodically. For
example: sm -reportlbstatus.
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Number of Service Manager hosts required
This configuration can be set up on one or more hosts.
Commands required in sm.cfg on primary host
You must set the following configuration commands.
sm
sm
sm
sm
-loadBalancer -httpPort:<value>
-que:ir
-httpPort:<value> -httpsPort:<value>
system.start
Commands required in sm.cfg on secondary host
sm -httpPort:<value> -httpsPort:<value>
sm -sync
l
sm -loadBalancer -httpPort:<value> – Is a special Service Manager process that redirects client
connections requests to other available Service Manager processes.
l
sm -httpPort:<value> -httpsPort:<value> – Specifies the HTTP or HTTPS communications port for
one Service Manager process. Each Service Manager process by default can host 50 users. You can
start as many Service Manager processes as you want, as long as your server has enough physical
memory and resources to start the processes. You can also change the number of users hosted on
one Service Manager process by setting the "threadsperprocess" parameter.
l
sm -que:ir – Starts the processing of scheduled IR records that the server generates running in
asynchronous IR mode. Since asynchronous IR mode is enforced in a horizontal scaling environment,
there has to be only one "sm -que:ir" process for the horizontal scaling group.
l
sm system.start – Starts one Service Manager process that contains all background processes.
l
sm -sync – Identifies defunct Service Manager processes on the host and frees the shared
resources that were allocated for it. The "sm -sync" process needs to start only one per host. Since
the "sm system.start" process includes the "sm -sync" background process, the "sm -sync"
command should not be included in the sm.cfg file that has the "sm system.start" command.
Parameters required in sm.ini
You must set the following initialization parameters.
system:<value>
grouplicenseip:<value>
groupname:<value>
groupmcastaddress:<value>
groupport:<value>
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l
system – Defines a unique numerical ID for the system. The value of this parameter must be
identical in the sm.ini files for each host in the horizontal scaling group.
l
grouplicenseip – The value should be the primary host IP.
l
groupname – Creates a group name as the horizontal scaling group identifier that the Service
Manager processes use to identify the group. The value of this parameter is only alphanumeric
characters.
l
groupmcastaddress – Defines the TCP/IP multicast address that all Service Manager processes
within the horizontal scaling group use to communicate with each other.
l
groupport – Defines the communications port that all Service Manager processes use to
communicate with all other Service Manager processes within the horizontal scaling group.
l
[RDBMS Settings] – Define the RDBMS connection and authorization parameters.
Optional parameters in sm.ini
The following initialization parameters are optional.
threadsperprocess:<value>
preferredFQHN:<value>
groupbindaddress:<value>
l
threadsperprocess – Defines the maximum number of concurrent user sessions per Service
Manager process. Use a value that maximizes the system resources of your Service Manager host.
The recommended maximum value for the parameter threadsperprocess is 60. Usually the value of
this parameter should be below 50.
l
preferredFQHN – Specifies the fully qualified host name you want Service Manager clients to use
when communicating with the server. Service Manager loadBalancer redirects client requests to the
target host with the target host's "preferredFQHN." You only need to set this parameter if your
Service Manager host is identified by multiple names in the network.
l
groupbindaddress – Defines the TCP/IP address of the network adapter you want Service Manager
processes to use to communicate with other processes in a horizontal scaling group. If your Service
Manager hosts contain multiple network adapters, you must specify the IP address of the network
adapter you want the horizontal scaling group to use with the "groupbindaddress" parameter.
Operating system requirements
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All hosts in the horizontally-scaled environment must run on the same operating system version and run
at the same patch level. Minimum patch level for each operating system is specified in the support
matrix. See HP Support Matrices" on the Software Support Online site.
Caution: Running Service Manager in a horizontally-scaled environment and using different operating
systems can corrupt your data. You can also run into problems when upgrading to the latest patches.
Most of the time, Service Manager patches are released on all operating systems. However, in some
cases, patches may be delivered to a particular operating system. When mixing operating systems,
applying patches will become more complex as you need to test on multiple platforms.
Network requirements
All hosts in the horizontal scaling group must run from the same subnet on the network in order for the
Service Manager processes to communicate with one another.
Memory requirements
HP recommends around 1.5 GB RAM per Service Manager process. This is based on the expected user
load. For example, if you have 10 processes each running with a 50-user load, the minimum required
RAM would be 1.5 GB per Service Manager process, 10x1.5 GB RAM. For information on sizing, refer to
the Service Manager 7 Reference Configurations sizing guide in the HP Software online support
knowledge documents at the following URL: www.hp.com/go/hpsoftwaresupport.
Licensing requirements
Obtain an AutoPass license for one host in your horizontal scaling group. On Windows platforms,
AutoPass installs as part of the server installation. On Unix platforms, you must install it manually
before you can run Service Manager. For more information, see the HP Service Manager Installation
Guide in the related topics. This host becomes the primary host of the horizontal scaling group and
AutoPass includes this host's IP address in the LicFile.txt file. You must start the primary host first
when starting the horizontal scaling group. Copy the LicFile.txt file from the primary host's AutoPass
directory to the AutoPass directory of each secondary host in the horizontal scaling group. Each
secondary host must have a copy of the primary host's LicFile.txt file in order to start.
The summary steps are as follows:
l
List all hosts in your horizontal scaling environment to determine the primary server and all
secondary servers.
l
Get the license from the HP Web site.
l
Copy the primary server's IP address to get the license and save it as the primary server's
LicFile.txt file.
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l
Copy the primary server's LicFile.txt file on all secondary servers. The default directory for this
file is as follows:
<Service Manager server installation path>/RUN/LicFile.txt
l
Add the following parameter in the sm.ini file: grouplicenseip:Primary_Servers_IpAddress
To start the horizontal scaling group
1. Start the Service Manager server on the primary server.
Note: The primary server must be started prior to starting any of the secondary servers.
2. Start the Service Manager server on the secondary servers, in no particular order.
To establish the horizontal scaling group, the first node of the group should be started on the primary
host. When the group is established on the primary host, Service Manager server processes on
secondary hosts can start to join the group. Once the whole group is established, the primary host can
be brought down for maintenance, and then rejoin the rest of the running group when it is restarted. As
long as there is a member Service Manager server process running in the group, Service Manager server
processes on another secondary host with the same "grouplicenseip:<primary host IP>" can join the
group. The primary host is not required to be running. Another secondary host can be started, even if
the primary host is down for any reason. However, when the group is down (for example, there are no
nodes running in the group), then the group has to be reestablished from the primary host first.
Other requirements
Install the applicable database client software on each host of the horizontal scaling group so that they
can access the Service Manager RDBMS. See your RDBMS vendor documentation for instructions.
Servlet implementation processes
All HP Service Manager servlet implementations use multithreaded processes. To control the client
connections to these threads, you can configure the HP Service Manager server to start one of two
types of processes:
l
One or more servlet container processes that accept direct HTTP and HTTPS client connections
l
One load balancer process to be the master thread controller for all servlet container processes in a
virtual group
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A servlet container process is a HP Service Manager sm.exe process that includes a multithreaded Java
servlet container. Each servlet container process manages a pool of child threads dedicated to handling
HP Service Manager client transactions. The Servlet container process listens for incoming client
connection requests on a predetermined HTTP port and routes the requests to an available thread in
the process. The thread then binds to the HTTP or HTTPS port of the parent servlet container process
for the duration of the client connection. The total number of threads available determine the total
number of client connections the servlet container process can manage. Each active thread in the
servlet container process holds system locks and communicates this information to other servlet
container processes in the same virtual group.
A load balancer process is an HP Service Manager sm.exe process dedicated to routing incoming client
requests to servlet container processes in vertical and horizontal scaling implementations. In either
scaling implementation the virtual group only requires one load balancer process. The Load balancer
process does not have any child threads of its own, nor does it maintain any system locks or hold
system resources. The load balancer listens for incoming client connection requests on a
predetermined HTTP port and routes them to an available servlet container. The available servlet
container may be on the same physical system or on another system in the same virtual group
depending on the implementation.
Servlet container
process
Load balancer
process
Routes client connections to servlet container
processes?
No
Yes
Routes client connections to threads?
Yes
No
Creates child threads?
Yes
No
Accepts client connections?
Yes
No
Uses an HTTP port?
Yes
Yes
Uses an HTTPS port?
Yes (optional)
No
Property
Parameter: groupmcastaddress
Startup parameters change the behavior of the HP Service Manager server. You can always set a
startup parameter from the server's operating system command prompt.
Parameter
groupmcastaddress
Description
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This parameter defines the TCP/IP address that servlet container processes can use to communicate
with the load balancer process in a horizontal scaling implementation. The servlet container processes
talk to one another using User Datagram Protocol (UDP) multicasting and must use a TCP/IP address
consistent with that protocol. You must enable UDP multicasting traffic on your network to use HP
Service Manager virtual grouping.
It is best practice to place this parameter in the HP Service Manager initialization file so that all servlet
container processes started on the same host share the TCP/IP address specified by this parameter.
Valid if set from
Server's operating system command prompt
Initialization file (sm.ini)
Requires restart of the Service Manager server?
Yes
Default value
None
Possible values
Any TCP/IP address valid for UDP multicasting (addresses 224.0.1.0 to 239.255.255.255, inclusive.)
Example usage
Initialization file:
groupname:mygroup1
groupmcastaddress:224.0.1.255
groupport:13100
Parameter: groupname
Startup parameters change the behavior of the HP Service Manager server. You can always set a
startup parameter from the server's operating system command prompt.
Parameter
groupname
Description
This parameter creates a virtual group that servlet container processes across multiple systems can
join for horizontal scaling purposes. Systems that list the same virtual group name are part of the same
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group. This parameter requires the use of the groupmcastaddress and groupport parameters to define
the resources group members can use to talk to the load balancer process.
It is best practice to place this parameter in the HP Service Manager initialization file so that all servlet
container processes started on the same host share the virtual group name specified by this
parameter.
Valid if set from
Server's operating system command prompt
Initialization file (sm.ini)
Requires restart of the Service Manager server?
Yes
Default value
None
Possible values
Any alphanumeric name without spaces
Example usage
Initialization file:
groupname:mygroup1
groupmcastaddress:224.0.1.255
groupport:13100
Parameter: groupport
Startup parameters change the behavior of the HP Service Manager server. You can always set a
startup parameter from the server's operating system command prompt.
Parameter
groupport
Description
This parameter defines the communications port that servlet container processes can use to
communicate with the load balancer process in a horizontal scaling implementation. The servlet
container processes talk to one another using User Datagram Protocol (UDP) multicasting and must use
a common communications port available on all member systems of the virtual group. You must enable
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UDP multicasting traffic on your network to use HP Service Manager virtual grouping.
It is best practice to place this parameter in the HP Service Manager initialization file so that all servlet
container processes started on the same host share the communications port specified by this
parameter.
Valid if set from
Server's operating system command prompt
Initialization file (sm.ini)
Requires restart of the Service Manager server?
Yes
Default value
None
Possible values
Any communications port valid for UDP multicasting
Example usage
Initialization file:
groupname:mygroup1
groupmcastaddress:224.0.1.255
groupport:13100
Parameter: httpPort
Startup parameters change the behavior of the HP Service Manager server. You can always set a
startup parameter from the server's operating system command prompt.
Parameter
httpPort
Description
This parameter defines the communications port that a servlet container process uses to communicate
with clients using HTTP. A servlet container process can only have one HTTP port open at a time.
It is best practice to use this parameter from the command line or configuration file for each individual
servlet container process you start. This practice makes it easy to identify the HTTP communications
port each servlet container uses.
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Valid if set from
Server's operating system command prompt
Start up file (sm.cfg or smstart)
Requires restart of the Service Manager server?
No
Default value
None
Possible values
Any valid communications port number
Example usage
Command line: sm -httpPort:13081
Parameter: httpsPort
Startup parameters change the behavior of the HP Service Manager server. You can always set a
startup parameter from the server's operating system command prompt.
Parameter
httpsPort
Description
This parameter defines the communications port that a servlet container process uses to communicate
with clients using HTTPS (SSL-encrypted HTTP). A servlet container process can only have one HTTPS
port open at a time. Servlet container processes can only use an HTTPS communications port if the
sslConnector parameter is enabled. This parameter requires the use of the sslConnector parameter.
It is best practice to use this parameter from the command line or configuration file for each individual
servlet container process you start. This practice makes it easy to identify the HTTPS communications
port each servlet container uses.
Valid if set from
Server's operating system command prompt
Start up file (sm.cfg or smstart)
Requires restart of the Service Manager server?
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No
Default value
None
Possible values
Any valid communications port number
Example usage
Command line: sm -httpsPort:13081
Parameter: loadBalancer
Startup parameters change the behavior of the HP Service Manager server. You can always set a
startup parameter from the server's operating system command prompt.
Parameter
loadBalancer
Description
This parameter creates a load balancer process that listens to incoming client requests on the
communications port specified by the httpPort parameter. The load balancer process forwards client
connection requests to an available thread on a servlet container process. This parameter requires at
least one servlet container process to which to forward client requests. The servlet container process
can be on the local HP Service Manager system or on another system that is part of the same virtual
group.
Valid if set from
Server's operating system command prompt
Start up file (sm.cfg or smstart)
Requires restart of the Service Manager server?
No
Default value
None
Possible values
None
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Example usage
Command line: sm -loadBalancer -httpPort:13080
Parameter: sslConnector
Startup parameters change the behavior of the HP Service Manager server. You can always set a
startup parameter from the server's operating system command prompt.
Parameter
sslConnector
Description
This parameter defines whether servlet container processes have an HTTPS (SSL-encrypted HTTP)
communications port available. A servlet container process can only have one HTTPS port open at a
time. Servlet container processes can only use an HTTPS communications port if the sslConnector
parameter is enabled. This parameter requires the use of the httpsPort parameter.
It is best practice to place this parameter in the HP Service Manager initialization file so that you enable
or disable the HTTPS port for all servlet containers on the same system.
Valid if set from
Server's operating system command prompt
Initialization file (sm.ini)
Requires restart of the Service Manager server?
Yes
Default value
1
Possible values
0 (Disable)
1 (Enable)
Example usage
Initialization file: -sslConnector:0
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Startup options for servlet container processes
The only way you can start the servlet container processes in a servlet implementation is to manually
start all needed servlet container processes in advance. HP recommends that you start all needed
servlet container processes in advance because it ensures that the host dedicates sufficient system
resources to client connections, and because clients do not experience any connection delays while a
servlet container process starts up. Each servlet container process requests host system resources
when it first started. By starting all processes in advance you ensure that the host has sufficient
resources to run your servlet container processes, and you can determine how much spare capacity, if
any, the host has. In addition, clients do not have to wait for a servlet container process to start before
they can connect. You can manually start servlet container processes requires using the following
parameters from the command line or HP Service Manager configuration file (sm.cfg).
Implementation
Command line parameters or configuration file
entries
Single servlet implementation
sm -httpPort:13081 httpsPort:13082
Horizontal or vertical scaling
implementations
sm -httpPort:13080 -loadBalancer
sm -httpPort:13081 -httpsPort:13082
Managing multiple servlet container processes
In vertical and horizontal scaling implementations administrators have the option of managing multiple
servlet container processes. Administrators can stop or quiesce individual servlet container processes
from the server's operating system command line. This allows you to take servlet container processes
offline for maintenance or to manage system resources on the HP Service Manager host.
To quiesce multiple servlet container processes you must use the command line. The quiesce form does
not recognize servlet container implementations.
Additionally, you can set a process to monitory the heap memory and take action to prevent memory
overload on any one servlet.
Quiesce all servlet container processes in a servlet
implementation
Applies to User Roles:
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System Administrator
You must have administrative access to the server operating system to use this procedure.
To quiesce all servlet container processes in a servlet implementation:
1. Open the server's operating system command line prompt.
For example, to open the Windows command prompt:
Click Start > Programs > Accessories > Command Prompt.
2. Change directories to the RUN folder of your HP Service Manager installation. For example:
cd C:\Program Files\HP\ Service Manager\server\RUN
3. Type the following command:
sm -quiesce:2 -group
4. Press Enter.
The server quiesces all the servlet container processes in the virtual group.
Quiesce all servlet container processes on a host
Applies to User Roles:
System Administrator
You must have administrative access to the server operating system to use this procedure.
To quiesce all servlet container processes on a host:
1. Open the server's operating system command line prompt.
For example, to open the Windows command prompt:
Click Start > Programs > Accessories > Command Prompt.
2. Change directories to the RUN folder of your HP Service Manager installation. For example:
cd C:\Program Files\HP\ Service Manager\server\RUN
3. Type the following command:
sm -quiesce:2 -host:<host name>
4. Press Enter.
The server quiesces all the servlet container processes on the host.
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Shut down all servlet container processes in a servlet
implementation
Applies to User Roles:
System Administrator
You must have administrative access to the server operating system to use this procedure.
To shut down all servlet container processes in a servlet implementation:
1. Open the server's operating system command line prompt.
For example, to open the Windows command prompt:
Click Start > Programs > Accessories > Command Prompt.
2. Change directories to the RUN folder of your HP Service Manager installation. For example:
cd C:\Program Files\HP\ Service Manager\server\RUN
3. Type the following command:
sm -shutdown -group
4. Press Enter.
The server shuts down all the servlet container processes in the virtual group.
Shutdown all servlet container processes on a host
Applies to User Roles:
System Administrator
You must have administrative access to the server operating system to use this procedure.
To shut down all servlet container processes on a host:
1. Open the server's operating system command line prompt.
For example, to open the Windows command prompt:
Click Start > Programs > Accessories > Command Prompt.
2. Change directories to the RUN folder of your HP Service Manager installation. For example:
cd C:\Program Files\HP\ Service Manager\server\RUN
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3. Type the following command:
sm -shutdown -host:<host name>
4. Press Enter.
The server shuts down all the servlet container processes on the host.
Monitoring memory in Service Manager processes
The Service Manager process embeds a Java Virtual Machine (JVM) so that the heap memory provided
by the operating system for any process is partitioned into a Java Heap and a Native Heap. The Service
Manager process self–monitors these heaps and takes action to prevent a crash.
During startup of a Service Manager process, immediately after the JVM is created, a memory monitor
thread is started, which will poll for a low memory condition every 15 seconds. On every iteration, the
memory monitoring thread fetches the current usage of java heap (all platforms) and native heap
(Windows only) and set the process global flags lowMemoryOnJava and lowMemoryOnNative when the
usage exceeds 90% of allocated memory in that category. These flags are unset again when the usage
of memory drops below 70%.
To prevent server crashes due to low available heap memory and to avoid disrupting users who are
logged on to a Service Manager process, the servletcontainer takes the following actions when the low
memory flags are set:
l
Writes warning messages to sm.log.
l
Notifies LoadBalancer not to send that servlet any new client connections.
l
Denies new client sessions (Windows client, web client or web services client) for that servlet. They
are sent to another one.
l
Does not allow existing clients to open new tabs. However, they can trade the existing tabs for new
ones. For example, if you close two tabs, you will be allowed to open two new tabs. If you cannot
operate without opening any new tabs you need to logoff and login again.
Normal processing is resumed when the heap usage drops below 70%. The servletcontainer takes the
following actions when the low memory flags are unset.
l
Writes Info messages to the sm.log file indicating normal memory usage.
l
Notifies LoadBalancer to resume sending of new client connections.
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Monitoring native heap and Java heap memory
Java heap
When a Java Virtual Machine (JVM) is started in Service Manager process, the Service Manager process
defines the minimum and the maximum amount of memory that is allocated for JVM. The minimum and
maximnm vary for different kinds of Service Manager processes. For servlet container processes that
needs more java processing, the minimum and maximum defined are 256M. For processes that are
shortlived and do not need much java processing, the minimum and maximum defined are 64M and
96M. You can override these default values by using the JVMOption parameters. For example, you could
set JVMOption0:-Xms128M, JVMOption1:-Xmx256M, to provide minimum and maximum values of
128M and 256M for java heap memory.
The JVM internally divides the allocated heap into 4 different memory pools. The Service Manager
process monitor for the low memory condition on "Tenured Gen(Old Generation)" only. Therefore, the
low memory condition still can occur on other memory pools like "Eden Space (Young Generation)" or
"Survivor Space".
Note: For detailed explanation of Garbage collection and Memory Pools, refer to Sun Microsystem's
Memory Management whitepaper".
Native heap
Windows: The Windows operating system has APIs that fetch the current memory usage of a process
and the maximum that can be allocated for that process. We monitor the native heap using the API's
monitoring thread, and turn the low memory condition processes on or off accordingly.
Unix Systems: Not implemented.
Note: The monitoring the memory of Service Manager processes reduces the chance of a
servletcontainer running out of memory, but does not completely prevent it.
Logging memory monitoring
You can turn on detailed messages of the memory monitoring thread by adding the following
parameter to the sm.ini file:
log4jdebug:com.hp.ov.sm.common.oom.LowMemoryHandler
Messages like these will be sent to the sm.log file when the parameter is turned on. Warning messages
are written to the log whether detailed messages are turned on or not.
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2120( 2232) 02/04/2009 13:25:02 JRTE I Starting Memory Monitoring thread to
check for memory every 15 seconds.
2120( 5980) 02/04/2009 13:25:02 JRTE D JavaMemory Max(123928576) Used(1011872)
%Used(0.0)
2120( 5980) 02/04/2009 13:25:02 JRTE D NativeMemory Max(2147352576) Used
(358121472) %Used(16.0)
2120( 5980) 02/04/2009 13:28:32 JRTE W Process Low on Java Memory. Max
(123928576) Used(119603800) PercentUsed(96.0)
2120 02/04/2009 13:30:14 JRTE W Send error response: Server is running low on
memory try again.
2120 02/04/2009 13:30:16 JRTE W Send error response: Server is running low on
memory try again.
2120( 5980) 02/04/2009 13:30:47 RTE I Process Java Heap Memory is back to
normal range.
2120( 5980) 02/04/2009 13:30:47 JRTE I Process Java Memory. Max(123928576) Used
(4256640) PercentUsed(3.0)
Parameter: memorypollinterval
Startup parameters change the behavior of the HP Service Manager server. You can always set a
startup parameter from the server's operating system command prompt. You can always set a startup
parameter from the server's operating command prompt.
Parameter
memorypollinterval
Description
This parameter defines the frequency at which the memory heap is monitored. The memory monitoring
thread checks for available and maximum memory every n seconds, where n is the value specified. If
you specify zero (0), memory monitoring is disabled.
Note: Setting this parameter too low (for example, every second) places additional load on the
system.
Valid if set from
Server's operating system command prompt
Start up file (sm.ini or smstart)
Requires restart of the Service Manager server?
No
Default value
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15
Possible values
Number of seconds
Example usage
Command line: sm -httpPort:13080 -memorypollinterval:15
Parameter: log4jdebug
Startup parameters change the behavior of the HP Service Manager server. You can always set a
startup parameter from the server's operating system command prompt. You can always set a startup
parameter from the server's operating system command prompt.
Parameter
log4jdebug:com.hp.ov.sm.common.oom.LowMemoryHandler
Description
This parameter enables certain java packages to be started in debug mode.
Valid if set from
Server's operating system command prompt
Start up file (sm.ini or smstart)
Requires restart of HP Service Manager server
Yes
Default value
None -- By default none of the java packages will be run in debug mode.
Possible values
com.hp.ov.sm.common.oom.LowMemoryHandler
Example usage
Command line: sm -httpPort:13080 -log4jDebug:com.hp.ov.sm.common.oom.LowMemoryHandler
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Startup and shutdown
There are several methods you can use to start and stop the HP Service Manager server and associated
background processes depending upon the operating system on which your system runs. See the topics
associated with your Service Manager server's operating system for more information.
Starting Service Manager on UNIX
You must start the HP Service Manager server before users can connect with client sessions. You can
also manually start the Service Manager server from the following interface:
l
UNIX command line
Start the server from the UNIX command line
Applies to User Roles:
System Administrator
You must have administrative access to the server operating system to use this procedure.
To start the server from the UNIX command line:
1. Change directories to your HP Service Manager Run directory. For example:
cd /HP/Service Manager x.xx/Run
2. Type the following command:
smstart
3. Press ENTER.
Starting Service Manager on Windows
You must start the HP Service Manager server before users can connect with client sessions. By default,
the Service Manager server runs as an automatically starting service on Windows. The Service Manager
server will start every time that you restart your server. You can also manually start the Service
Manager server from the following interfaces:
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Startup and shutdown
l
Windows services
l
Windows command prompt
Configure the HP Service Manager service to run as a
Windows user
Applies to User Roles:
System Administrator
You must have administrative access to the server operating system to use this procedure.
To configure the HP Service Manager service to run as a Windows user:
1. Open the Services applet.
n
Click Start > Programs > Administrative Tools > Services
–or–
n
Click Start > Settings > Control Panel > Administrative Tools > Services
2. In the services list, click HP Service Manager.
3. Stop the service.
n
Click the Stop service button
–or–
n
Click Action > Stop
4. Edit the service properties.
n
Click the Properties button
–or–
n
Click Action > Properties
5. Click the Log On tab.
6. In the Log on as: This Account field, click Browse.
Windows displays a list of local domains and user accounts.
7. Select the domain and user account you want to use to run HP Service Manager.
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8. Click OK.
9. Type the user account password and password confirmation.
10. Click OK.
11. Start the service.
n
Click the Start service button
–or–
n
Click Action > Start
Start a HP Service Manager client listener
Applies to User Roles:
System Administrator
You can start one or more client listeners to manage your system's Web and Windows client connection
requests. The number of client listeners you need to start depends upon the type of servlet
implementation you are running.
Note: The client listener cannot accept connection requests from legacy integration products such as
SCAuto. For these SCAuto connections, you must start an SCAuto listener (scautolistener).
You must have administrative access to the server operating system to use this procedure.
To start a HP Service Manager client listener:
1. Stop the Service Manager server.
2. Open the Windows command prompt.
Click Start > Programs > Accessories > Command Prompt.
3. Change directories to the RUN folder of your Service Manager installation. For example:
cd C:\Program Files\HP\ Service Manager\server\RUN
4. Type the one of the following commands:
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Servlet implementation option
Command line parameters or configuration file
entries
Single servlet implementation
sm -httpPort:13081 httpsPort:13082
Horizontal or vertical scaling
implementations
sm -httpPort:13080 -loadbalancer
sm -httpPort:13081 -httpsPort:13082
Each client listener listens to client connection requests on a separate communications port. You
can specify your own communications port for the example port above.
Start the server from the Windows command prompt
Applies to User Roles:
System Administrator
You must have administrative access to the server operating system to use this procedure.
To start the server from the Windows command prompt:
1. Open the Windows command prompt.
Click Start > Programs > Accessories > Command Prompt.
2. Change directories to the RUN folder of your HP Service Manager installation. For example:
cd C:\Program Files\HP\ Service Manager x.xx\Server\RUN
3. Type the following command:
sm -httpPort:13080 -httpsPort:13081
Tip: You can omit the httpPort and httpsPort parameters if you provide them in the Service
Manager initialization file (sm.ini).
4. Press Enter.
Caution: You must leave the command prompt window open while the Service Manager server
runs. Closing the command prompt window stops Service Manager immediately without cleaning
up any processes or releasing any record locks.
Start the server from Windows services
Applies to User Roles:
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Startup and shutdown
System Administrator
You must have administrative access to the server operating system to use this procedure.
To start the server from Windows services:
1. Open the Services applet.
n
Click Start > Programs > Administrative Tools > Services
–or–
n
Click Start > Settings > Control Panel > Administrative Tools > Services
2. In the services list, click HP Service Manager.
3. Start the service.
n
Click the Start Service link
–or–
n
Click Action > Start
Windows displays a message that the Service Manager service is starting. After several seconds,
the service starts and displays Started in the Status field. If the Service Manager service does not
start, contact customer support with any error messages.
Stopping Service Manager on UNIX
Stopping the HP Service Manager server immediately disconnects all client sessions and ends all
currently running Service Manager processes. By default, the Service Manager server runs continuously
and has no scheduled shutdown times.
There are two methods for stopping Service Manager:
l
Server shutdown with a warning message — allows the administrator to broadcast a warning
message before stopping the server
l
Server stop from outside a client — allows the administrator to stop the server without first
connecting to the server through a client
Server shutdown with a warning message
When Service Manager is running on a UNIX server, you can issue a shutdown warning from the following
interfaces:
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Startup and shutdown
l
From a Service Manager client when you are logged in as a user with system administrator
capabilities.
l
From the UNIX command line when you use the smstop script
Either shutdown option allows you to broadcast a warning message to currently connected users letting
them know that you are planning to shut the server down. However, only the shutdown option from the
client also allows you to specify in advance when you want to shut a server down.
There are three types of shutdown available to administrators from the client:
l
Immediate — stops the server as soon as the administrator confirms the shutdown request. The
server issues no warning messages before stopping.
l
Delayed — stops the server after a delay specified by the administrator. The server issues a warning
message every minute during the warning interval. The warning interval determines how many
minutes before stopping the server that the server starts issuing warning messages.
l
Scheduled — stops the server at a specified date and time. The server issues a warning message
every minute during the warning interval. The warning interval determines how many minutes
before stopping the server that the server starts issuing warning messages.
The shutdown option from the UNIX command line does not allow you to delay or schedule a server
shutdown.
Server stop from outside a client
You must have administrative access to the server operating system to stop the Service Manager
server outside of a client. If you want to issue a warning message before stopping the server, you must
use the smstop script. Unless you know that there are no active client connections, it is generally
preferable to shutdown a server with a warning message rather than stop it.
You can stop a Service Manager server running on UNIX from the following interface without using a
client connection:
l
UNIX command line
Stop the server from the UNIX command line
Applies to User Roles:
System Administrator
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Startup and shutdown
You must have administrative access to the server operating system to use this procedure.
To stop the server from the UNIX command line:
Note: This procedure stops the server without displaying any warnings to currently connected users. If
you want to broadcast a warning message before stopping the server, use one of the shutdown options
available from the HP Service Manager clients.
1. Change directories to your Service Manager Run directory. For example:
cd /HP/Service Manager x.xx/Run
2. Type one of the following commands:
Command Description
sm
shutdown
Immediately stops the Service Manager server and all related processes.
sm
shutdown
-group
Used in a horizontally-scaled environment. Immediately stops the Service Manager
server and all related processes, including Service Manager processes on remote
hosts in the same group.
smstop
The script attempts to do a normal shutdown of the HP Service Manager system
and, if successful, stops any remaining Service Manager processes and cleans up IPC
resources.
Note: The scdb.system record in the info table acts as a Service Manager
database lock, preventing multiple Service Manager groups from connecting to the
same database. This record will only be removed during normal shutdown and when
there are no more Service Manager processes connecting to that database. In a
vertically-scaled environment, normal shutdown during sm -shutdown, smstop, or
smstop -f removes this record. In a horizontally-scaled environment, only a normal
shutdown (sm -shutdown -group) shuts down the whole group.
smstop -d The script runs the shutdown script in debug mode. The system produces verbose
output messages in debug mode.
smstop -f
The script forces a shutdown of the Service Manager system if the normal
shutdown process fails. By default, the script will wait for up to ten minutes for the
normal shutdown process to complete. To change the wait time, you can set the
SMSTOP_WAIT environment variable with the number of seconds you want the
script to wait for the completion of the normal shutdown process (the default value
is 600 seconds). For example, to change the wait time to 15 minutes, you can use
the following command:
SMSTOP_WAIT=900 smstop -f
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Startup and shutdown
Command Description
smstop -F
The script immediately forces a shutdown of the Service Manager system,
bypassing the normal shutdown process.
Caution: Forcing a system shutdown can result in file corruption if there is file
regeneration in progress at the time of the shutdown. HP recommends using the
Service Manager status and system.monitor functions to determine if there are any
active processes running prior to forcing a system shutdown.
smstop -h Displays help information for the smstop script.
smstop -q Runs the shutdown script in quiet mode. The system does not produce output
messages in quiet mode.
3. Press ENTER.
Stopping Service Manager on Windows
Stopping the HP Service Manager server immediately disconnects all client sessions and ends all
currently running Service Manager processes. By default, the Service Manager server runs continuously
and has no scheduled shutdown times.
There are two methods for stopping Service Manager:
l
Server shutdown with a warning message — allows the administrator to broadcast a warning
message before stopping the server
l
Server stop from outside a client — allows the administrator to stop the server without first
connecting to the server through a client
Server shutdown with a warning message
When Service Manager is running on a Windows server, you can only issue a shutdown warning from a
Service Manager client, and then only if you are logged in as a user with system administrator
capabilities. The shutdown option allows you to broadcast a warning message to currently connected
users letting them know that you are planning to shut the server down. The shutdown option also allows
you to specify in advance when you want to shut a server down.
There are three types of shutdown available to administrators:
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Startup and shutdown
l
Immediate — stops the server as soon as the administrator confirms the shutdown request. The
server issues no warning messages before stopping.
l
Delayed — stops the server after a delay specified by the administrator. The server issues a warning
message every minute during the warning interval. The warning interval determines how many
minutes before stopping the server that the server starts issuing warning messages.
l
Scheduled — stops the server at a specified date and time. The server issues a warning message
every minute during the warning interval. The warning interval determines how many minutes
before stopping the server that the server starts issuing warning messages.
Server stop from outside a client
You must have administrative access to the server operating system to stop the Service Manager
server outside of a client. When Service Manager is running on a Windows server, you cannot issue a
warning message if you stop the server outside of a client. Unless you know that there are no active
client connections, it is generally preferable to shutdown a server with a warning message rather than
stop it.
You can stop a Service Manager server running on Windows from the following interfaces without using
a client connection:
l
Windows services
l
Windows command prompt
Stop the server from the Windows command prompt
Applies to User Roles:
System Administrator
You must have administrative access to the server operating system to use this procedure.
To stop the server from the Windows command prompt:
Warning: This procedure stops the server without displaying any warnings to currently connected users.
If you want to broadcast a warning message before stopping the server, use one of the shutdown
options available from the HP Service Manager clients.
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Startup and shutdown
1. Open another Windows command prompt.
Click Start > Programs > Accessories > Command Prompt.
Caution: Do not close the command prompt window running Service Manager. Closing the
command prompt window stops Service Manager immediately without cleaning up any processes
or releasing any record locks.
2. Change directories to the RUN folder of your Service Manager installation. For example:
cd C:\Program Files\HP\ Service Manager x.xx\Server\RUN
3. Type the following command:
sm -shutdown:0
4. Press ENTER.
Stop the server from Windows services
You must have administrative access to the server operating system to use this procedure.
Note: This procedure stops the server without displaying any warnings to currently connected users. If
you want to broadcast a warning message before stopping the server, use one of the shutdown options
available from the HP Service Manager clients.
1. Open the services applet.
n
Click Start > Programs > Administrative Tools > Services
–or–
n
Click Start > Settings > Control Panel > Administrative Tools > Services
2. In the services list, click HP Service Manager.
3. Stop the service.
n
Click the Stop Service button
–or–
n
Click Action > Stop
Windows displays a message that the Service Manager service is stopping. After several seconds,
the service stops and displays a blank entry in the Status field. If you see any error messages,
contact customer support with the message.
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Server shutdown
A system administrator can shutdown a HP Service Manager server from any client. Shutting down a
server differs from manually stopping a server in the following ways:
l
You can schedule a shutdown in advance
l
The server can broadcast warning messages to all connected users before the server stops
l
The server stops all active processes before shutting down
In a production environment, it is generally preferable to shutdown a server rather than to stop it to
ensure data integrity and to allow users to log off.
Do an immediate shutdown of the server
Applies to User Roles:
System Administrator
You must have the SysAdmin capability word to use this procedure.
Note: This procedure stops the server without displaying any warnings to currently connected users. If
you want to broadcast a warning message before stopping the server, use the broadcast form
(system.status.broadcast) before you shut down the server.
To do an immediate shutdown of the server:
1. Click System Administration > Ongoing Maintenance > System > Shutdown.
The System Shutdown Confirmation form opens.
2. Click Shutdown Now.
3. Click Confirm.
The HP Service Manager server stops disconnecting all currently connected clients and refusing
any further client connections until the server has been restarted.
Note: Service Manager also disconnects the client you used to shut down the server.
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Do a delayed shutdown of the server
Applies to User Roles:
System Administrator
You must have the SysAdmin capability word to use this procedure.
To do a delayed shutdown of the server:
1. Click System Administration > Ongoing Maintenance > System > Shutdown.
The System Shutdown Confirmation form opens.
2. Click Advise and Shutdown.
3. In the text field provided, type the number of seconds you want the system to wait before it shuts
down.
4. Click Advise and Shutdown.
HP Service Manager broadcasts the following message to all connected users:
System will SHUTDOWN in <n> seconds; please finish and log off.
The value <n> is the number of seconds you entered for the delay. After the specified number of
seconds passes, HP Service Manager stops disconnecting all currently connected clients and
refusing any further client connections until the server has been restarted.
Note: Service Manager also disconnects the client you used to shutdown the server.
Do a scheduled shutdown of the server
Applies to User Roles:
System Administrator
You must have the SysAdmin capability word to use this procedure.
To do a scheduled shutdown of the server:
1. Click System Administration > Ongoing Maintenance > System > Schedule Shutdown.
The Automatic Shutdown Information form opens.
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2. Click Search.
HP Service Manager displays a list of existing shutdown records.
Note: HP Service Manager can only have one active shutdown record at a time. If a shutdown
record already exists, update the existing record rather than creating a new one.
3. Type or select the following information.
n
Shutdown Date — type the date and time you want the server to shutdown
n
Auto-Shutdown — select this option if you want the shutdown to be automatic
n
Reschedule Interval — type or select the number of days you want the server to wait for the
next scheduled shutdown. If you leave this entry blank, then HP Service Manager uses the
default value of one day.
n
Shutdown Warning — type or select the number of minutes you want the server to issue
shutdown warnings, if any
4. Do one of the following:
n
If there is no existing shutdown record, click Add.
HP Service Manager displays the following message:
shutdown record added.
n
If there is an existing shutdown record, click Save.
HP Service Manager displays the following message:
shutdown record updated.
5. From the pull-down options menu, click Update schd.
HP Service Manager displays the following message:
shutdown record updated.
At the specified date and time, HP Service Manager stops disconnecting all currently connected
clients and refusing any further client connections until the server has been restarted.
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System information record
The system information record contains common information that all HP Service Manager applications
can use.
From the company record administrators can do the following.
Note: The information listed below is presented in the same order within the tabs displayed in this
form.
l
Add company contact information
l
Add Web tier and self-service URL information
l
Set general login restrictions
l
Set user lockout conditions
l
Define the operator template to be applied to LDAP users
l
Set user account expiration conditions
l
Enable other applications to integrate with HP Service Manager
l
Define default menu information
l
Set password reset restrictions
l
Enable password history
l
Set password format restrictions
l
Set password lifetime conditions
l
Set the time zone the system uses
l
Set the date format the system uses
l
Enable legacy print routines
l
Define the months of the year and the abbreviations the system uses
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System information record
l
l
Enable or select miscellaneous settings
n
Set the default language the system uses
n
Set the default currency the system uses
n
Set the maximum size for a file attachment
n
Set the maximum number of inbox views that a user can create
n
Set the maximum memory all file attachments can use
n
Enable case sensitivity
n
View the system start time
n
Enable message queues
n
Enable auditing in the system log
n
Enable multi-company mode
n
Enable learning for HP Service Manager Knowledge Bases
n
Enable editing of the learning record
n
Enable universal search
n
Disable the pop-up window to reload records
n
Enable Calendar and Time Period Management
List message processors the system uses
Add company contact information
Applies to User Roles:
System Administrator
To add company contact information:
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System information record
1. Click System Administration > Base System Configuration > Miscellaneous > System Information
Record.
2. Type the company contact information.
3. Click Save.
Add the Web tier and self-service URLs
Applies to User Roles:
System Administrator
You can add the Web tier and self-service URLs to the system information record to make them
available as system variables.
To add the Web tier and self-service URLs:
1. Click System Administration > Base System Configuration > Miscellaneous > System Information
Record.
2. Click the Active Integrations tab.
3. Type values for the Web Server URL and ESS URL fields.
4. Click Save.
Set the default maximum number of login attempts
per session
Applies to User Roles:
System Administrator
To set the default maximum number of login attempts per session:
1. Click System Administration > Base System Configuration > Miscellaneous > System Information
Record.
2. Click the Logon Info tab.
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System information record
3. In the Attempts Per Login Session field, type the number of login attempts to use as the company
default.
4. Click Save.
The Windows client creates a new session for each login attempt. There will never be more than one
login attempt per session. To restrict login attempts from the Windows client, enable the Use User
Lockout option and set a value for the Attempts Until Lockout field. Use the Attempts Per Login
Session setting to control Web client login attempts.
Set the default maximum number of sessions per
user
Applies to User Roles:
System Administrator
To set the default maximum number of sessions per user:
1. Click System Administration > Base System Configuration > Miscellaneous > System Information
Record.
2. Click the Logon Info tab.
3. In the Max Logins Per User field, type the number of user sessions that are the company default.
4. Click Save.
Set the default password reset
Applies to User Roles:
System Administrator
To set the default password reset:
1. Click System Administration > Base System Configuration > Miscellaneous > System Information
Record.
2. Click the Passwords tab.
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System information record
3. Click the Password Standards tab.
4. Select one of the following options:
n
Prevent Pwd Reset — select this option to disable the password reset option.
n
Reset to User Name — select this option to reset passwords to the operator's login name.
n
Prompt for Value — select this option to have HP Service Manager prompt the system
administrator for a new password.
Tip: For increased security, the system administrator can also select the password expired
option in the operator record. Doing so requires reset users to change their passwords at the
next login.
n
Reset to Value — select this option to type a global password that applies to all reset users.
5. Click Save.
Set the default user expiration interval
Applies to User Roles:
System Administrator
To set the default user expiration interval:
1. Click System Administration > Base System Configuration > Miscellaneous > System Information
Record.
2. Click the Logon Info tab.
3. In the Expiration Interval field, type the time period that a user can remain inactive until the user
account expires.
Type the time period in the following format: Dayshours:minutes:seconds. For example, 4 03:02:01
expires the user account after 4 days, 3 hours, 2 minutes, and 1 second of inactivity.
Important: The system administrator cannot reset an expired account. The system administrator
must create a new operator record for the expired account.
4. Click Save.
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Set the default user inactivation interval
Applies to User Roles:
System Administrator
To set the default user inactivation interval:
1. Click System Administration > Base System Configuration > Miscellaneous > System Information
Record.
2. Click the Logon Info tab.
3. In the Inactivation Interval field, type the time period that a user can remain inactive until HP
Service Manager locks out the account.
Type the time period in the following format: Dayshours:minutes:seconds. For example, 4 03:02:01
locks out the user after 4 days, 3 hours, 2 minutes, and 1 second of inactivity.
4. Click Save.
Setting file attachment limits
Setting attachment size limits
You can set the following two file attachment size limits:
l
Maximum single attachment size
This value limits the maximum size of a single attachment.
l
Total attachment size
This value limits the total size of all attachments in an attachment container, such as an incident
record.
You can set these attachment size limits in the following ways:
l
Specify the attachment size limit for the entire system in the system information record
l
Specify the attachment size limit for a particular operator in their operator record
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System information record
l
Specify the attachment size limit for the attachment container on a form by using Forms Designer
l
Specify the attachment size limit for individual attachments by using the MaxAttachUploadSize and
MaxTotalAttachUploadSize parameters.
Note: These parameters are located in the web.xml file. The default value of the
MaxAttachUploadSize parameter is 10 MB, and the default value of the
MaxTotalAttachUploadSize parameter is 50 MB.
If you do not specify a value in one of these places, there is no limit on the size of attachments, and
users can add attachments as large as the database record will hold. If you specify the attachment size
limits in more than one place, then the order of precedence is:
1. The value from the attachment container
2. The value from the operator record
3. The value from the company record
4. The values of the MaxAttachUploadSize and MaxTotalAttachUploadSize parameters
As an example, for the maximum size of a single attachment, if the company record limit is set to
1,000,000 bytes, the operator has a limit set to 2,000,000 bytes, and the container has a limit of
3,000,000 bytes, the person will be able to store a 3,000,000 byte attachment in the container (the
attachment container property overrides the other two limits). A different operator without a limit,
storing attachments in a different container with no limit set, would only be able to save a 1,000,000
byte attachment.
Note: File size validation is not performed at the widget level on the web service. Therefore, it is
possible to attach a file that exceeds the configured size limits by using the web service.
Setting attachment count limits
You can limit the number of individual files that can be attached to each record in Service Manager. To
do this, configure the maxattachmentcount parameter. By default, the value of this parameter is 100
files.
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Set the maximum file attachment size for the entire
company
Applies to User Roles:
System Administrator
To set the maximum file size of a single attachment for the entire company:
1. Click System Administration > Base System Configuration > Miscellaneous > System Information
Record.
2. Click the General tab.
3. In the Max Attachment Size field, type the number of bytes for the maximum file attachment size.
4. Click Save.
You can define a file attachment maximum size limit for all users from the system wide company
record. The system wide company record file attachment size limit is superseded by size limits defined
in individual operator records and for attachment containers defined in Forms Designer.
Set the total file attachment size for the entire
company
Applies to User Roles:
System Administrator
To set the total attachment size in any attachment container for the entire company:
1. Click System Administration > Base System Configuration > Miscellaneous > System Information
Record.
2. Click the General tab.
3. In the Total Attachment Size field, type the number of bytes for the total file attachment size.
4. Click Save.
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System Installation and Setup help topics for printing
System information record
You can define a total attachment size limit for all users from the system wide company record. The
total attachment size limit defined in system wide company record file is superseded by size limits
defined in individual operator records and for attachment containers defined in Forms Designer.
Set the maximum number of attachments for each
record
Delete this text and replace it with your own content.
Set the maximum number of inbox views
Applies to User Roles:
System Administrator
To set the maximum number of inbox views that a user can create:
1. Click System Administration > Base System Configuration > Miscellaneous > System Information
Record.
2. Select the General tab.
3. In the Max Views Shown in the List field, type the maximum number of inbox views that users are
allowed to create.
Notes:
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The default number of allowable views is 100.
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There is no limit to the number of views that can be set.
4. Click Save.
Set the menu prompt
Applies to User Roles:
System Administrator
To set the menu promptl:
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System information record
1. Click System Administration > Base System Configuration > Miscellaneous > System Information
Record.
2. Click the Menu Information tab.
3. In the Menu Prompt field, type the text or variable to display in the first workspace tab.
4. Click Save.
The menu prompt is the text HP Service Manager displays in the first workspace tab.
Activate the command/search line toggle button
Applies to User Roles:
System Administrator
To activate the command/search line toggle button:
1. Follow the steps in Enable an operator to see the command line.
2. Click System Administration > Base System Configuration > Miscellaneous > System Information
Record.
3. Click the General tab.
4. Mark the Enable Universal Search check box.
5. Click Save.
6. Restart your web applications server.
7. Click System Status and verify the lister background process is running. If not, click Start
Scheduler and double-click lister.startup in the list to launch this process.
8. Log out of Service Manager and then log in again. The command/search line toggle button is
enabled for the operator.
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Time zones
A time zone is Greenwich Mean Time (GMT) plus or minus the required offset for geographic location. HP
Service Manager uses time zone information to display local time correctly, and calculate the correct
escalation time for alerts. HP Service Manager uses time zone information for:
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Work schedules
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Alerts
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Request Management lead time calculations
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Service Level Agreements (SLAs) and service contracts
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Clocks
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Reminders
System administrators can define a system-wide default time zone and date format in the company
record. Individual operator records can contain individual time zone values that override the systemwide default time zone.
HP Service Manager contains out-of-box time zone records for most regions of the world. System
administrators can also create their own time zone records. Each time zone record contains:
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Local GMT offset
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Local time switch over definitions
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Local date format
Associated tables
HP Service Manager uses information in these tables to track time zone information.
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tzfile
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contact
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location
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Time zones
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device
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assignment
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cm3groups
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ocmgroups
Set the default system time zone
Applies to User Roles:
System Administrator
To set the default system time zone:
1. Click System Administration > Base System Configuration > Miscellaneous > System Information
Record.
2. Click the Date Info tab.
3. In the Time Zone field, type or select the default system time zone.
4. Click Save.
5. Click More or the More Actions icon, and then select Set Parms.
6. Stop and restart the HP Service Manager server.
Add a time zone record
Applies to User Roles:
System Administrator
To add a time zone record:
1. Click Tailoring > Database Manager.
2. In the Form field, type tzfile.
3. Click Search.
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Time zones
4. Specify information for the following fields:
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Time Zone Name identifies the time zone.
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Description specifies the locations where the time zone applies.
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Default Date Format is one of these date formats:
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mm/dd/yy — standard U.S. date format
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dd/mm/yy — standard European date format
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yy/mm/dd — optional date format
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mm/dd/yyyy — standard U.S. date format
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dd/mm/yyyy — standard European date format
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yyyy/mm/dd — optional date format
The value you enter in this field overrides the default date format in the company record.
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Date Separator is the character that separates the year, month, and date. Only "/","-", or "." is
allowed.
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Time Change Definitions defines every possible time offset that can occur within the time
zone:
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Name (abbr) is the abbreviation for a particular time offset.
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Offset from GMT is the number of hours, minutes, and seconds the time zone is ahead or
behind Greenwich Mean Time (GMT) in this format:
plus or minushours:minutes:seconds.
For example, +04:03:02 is ahead of Greenwich Mean Time by 4 hours, 3 minutes, and 2
seconds.
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Time Change Dates/Indexes defines when time changes occur:
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Switchover Date is the date and time when the offset begins.
Type the date and time in this format: datehour:minute:second.
For example, 04/04/04 02:00:00 switches over on April 4, 2004 at 2 AM.
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Index of Definition is the index number of the time offset used on the switch over date.
The index number matches the position the offset has in the Time Change Definitions. The
first offset is index 0, the second offset is index 1, and so on.
5. Click Add.
Your user profile must include the system administration capability word to add this record.
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Time zones
Delete a time zone record
Applies to User Roles:
System Administrator
To add a time zone record:
1. Click Tailoring > Database Manager
2. In the Form field, type tzfile.
3. Click Search
4. Type or select optional search criteria.
5. Click Search.
6. Select the time zone to delete.
7. Click Delete.
8. Click Yes to confirm the deletion.
Update a time zone record
Applies to User Roles:
System Administrator
To update a time zone record:
1. Click Tailoring > Database Manager.
2. In the Form field, type tzfile.
3. Click Search.
4. Update one or more of these fields:
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Time Zone Name identifies the time zone.
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Description specifies the locations where the time zone applies.
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Time zones
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Default Date Format is one of these date formats:
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mm/dd/yy — standard U.S. date format
o
dd/mm/yy — standard European date format
o
yy/mm/dd — optional date format
o
mm/dd/yyyy — standard U.S. date format
o
dd/mm/yyyy — standard European date format
o
yyyy/mm/dd — optional date format
The value you enter in this field overrides the default date format in the company record.
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Time Change Definitions defines every possible time offset that can occur within the time
zone:
o
Name (abbr) is the abbreviation for a particular time offset.
o
Offset from GMT is the number of hours, minutes, and seconds the time zone is ahead or
behind Greenwich Mean Time (GMT) in this format:
plus or minushours:minutes:seconds.
For example, +04:03:02 is ahead of Greenwich Mean Time by 4 hours, 3 minutes, and
2 seconds.
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Time Change Dates/Indexes defines when time changes occur:
o
Switchover Date is the date and time when the offset begins.
Type the date and time in this format: datehour:minute:second.
For example, 04/04/04 02:00:00 switches over on April 4, 2004–2005 at 2 AM.
o
Index of Definition is the index number of the time offset to use when it reaches the
switch-over date.
The index number matches the position the offset has in the Time Change Definitions. The
first offset is index 0, the second offset is index 1, and so on.
5. Click Save.
View a time zone record
Applies to User Roles:
System Administrator
To view a time zone record:
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Time zones
1. Click Tailoring > Database Manager.
2. In the Form field, type tzfile.
3. Click Search.
4. Type or select optional search criteria.
5. Click Search.
6. Select the time zone to view.
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UTF-8 conversion
The HP Service Manager server can convert system files to UTF-8 format on-demand or in the
background. This allows an existing HP Service Manager implementation to remain available during the
upgrade process. You can either let the server convert files as they are requested or start a background
process to convert files. See the HP Service Manager Upgrade Guide for instructions.
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UTF-8 (Unicode) support
UTF-8 (Unicode) support
UTF-8 is part of the Unicode standard, which enables you to encode text in practically any script and
language. HP Service Manager supports UTF-8 as the encoding method for new or existing data. It can
support multiple languages that adhere to the Unicode standard on the same server.
Service Manager can also convert data to UTF-8 on-demand, thus eliminating system outages.
Prior to Unicode, languages were grouped into sets often referred to as Latin 1 (Western European
language such as English, French, German), Latin 2 (Eastern European languages such as Czech, Polish,
Slovak), Latin 5 (Turkish) and so on. Earlier HP ServiceCenter versions supported multiple languages only
within a language group. Therefore, a single server instance could support French and German, English
and Turkish, English and Japanese, but not Turkish and Czech, or Polish and Japanese. The ability to
display data in disparate languages from a single server is attractive to any Service Manager user with
an international customer base.
Consider the following points to ensure successful Unicode support:
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Start a Service Manager server with the language:utf8 parameter embedded in the sm.ini file or
from the command line. This instructs the server to move data in UTF-8 format to external sources,
such as exporting data to a text file. This is a transparent conversion of existing data on an asneeded basis.
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Ensure that your RDBMS is correctly configured for UTF-8 support. For more information, see your
local Database Administrator.
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Send Documentation Feedback
If you have comments about this document, you can contact the documentation team by email. If an
email client is configured on this system, click the link above and an email window opens with the
following information in the subject line:
Feedback on System Installation and Setup help topics for printing (Service Manager 9.40)
Just add your feedback to the email and click send.
If no email client is available, copy the information above to a new message in a web mail client, and
send your feedback to ovdoc-ITSM@hp.com.
We appreciate your feedback!
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