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Request RE, Survey, and Calendar 1.5 Support Ending December 31, 2020
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Chapter Four - Configuration Manager

The Configuration Manager allows Remedy Administrators to monitor and control some of the behaviors of Kinetic Survey and Kinetic Request. Remedy Administrators can access the Configuration Manager via the “Configuration” link on the left side of either the Kinetic Survey Author console or the Kinetic Request Service Catalog Console.  It is within this area that an administrator can manage configuration items including the ability to: Set configuration items like default web server and the license keys. Monitor stuck email messages. Arrange answer patterns from which users can choose Create error messages that submitters will see, and much more.   Figure 1: Configuration Manager

Configuration Manager Hyperlinks

The hyperlinks located on the left side of the Configuration Manager provide access to these configuration applications.  The hyperlinks, visible only to Remedy Administrators, include:


Figure 2: Configuration Menu Hyperlinks


Web Admin Console

The web admin console hyperlink opens a web browser to the web application’s administration console page.  The administration console is comprised of multiple pages that provide administrators with tools to configure the web application properties, manage service catalogs and surveys, and troubleshoot problems.  The web admin console is where a Remedy Administrator will go to import and/or export survey and request templates.

Exporting and importing templates involves taking an entire template with all the elements, styles, etc., and moving it “out of” (export) or “into” (import) your survey or request environment. 

NOTE: The exporting and importing tabs, make it easier for a user to create a template on a development (or staging) environment and then move that template over to production, or another server.

NOTE: This action includes the definition of your “template” information.  It does not export data related to submitted requests. 

Anything that requires merging or migrating to a production or a staging environment would be accomplished here.  In addition, sharing templates or downloading new samples from Kinetic Data is also much easier.

Migrating a template is a two-step process.  First, export the template out from your “Source” server.  This process will create a zip file that contains the Remedy data files for all the forms the template uses, along with a text file of the export information. 

The next step, Importing, involves taking the newly created zip file and importing it into your “Destination” server.  This two-step process is important for audit ability when moving from one environment to another.

Importing and exporting information is provided below, in the import tab and export tab sections.


Properties Tab

The Properties tab provides the ability to configure the web application settings, so it knows what Remedy server to connect to, what Remedy user credentials to use to login with, etc.  Each property setting is described below.

Figure 3: Kinetic SR Administration Console – Properties

Remedy Server Settings
  • Enter the Server Name of your Remedy server.  This should either be the server’s DNS name or IP address.  The value you enter here must match the value used to generate the Kinetic SR licenses.

  • Enter the Remedy server’s TCP Port.  If your Remedy server uses portmapper, enter 0.

  • Enter the Remedy server’s RPC Port.  If your Remedy server is not using a specific RPC port, enter 0.

  • Enter the Ansewr Thread RPC Port.  This port is a dedicated RPC port on the Remedy server that will only be used for answer submissions.  Using a separate port specifically for submitting answers can improve performance.  If a specific port 

    has not been created on the Remedy server for this purpose, the default RPC port will be used..
  • Enter the API Connection Limit.  This limit is the maximum number of simultaneous API connections this web application can make to the Remedy server.  Once an API call is finished, the connection is returned to the pool so it can be used 

    again by another API call
  • Enable/disable theAPI Impersonated User setting. The impersonate user functionality has three requirements:

    • The AR Server must be at least version 7.0

    • The AR API used by the web application must be at least version 7.0

    • The default web user account must be a Remedy Administrator (Fixed write license and in the Administrator group

Since version 4.4.0, Kinetic Request has been using the impersonate user functionality in the Remedy API if all three of the above requirements were met.  As long as these three conditions are still met, this configuration setting now allows impersonation to be turned on or off from the Admin Console without having to make changes to the default web user account.  For applications that use single sign on, this setting must be enabled.



Encryption Settings
  • If you would like the web application to store the web user passwords encrypted in the properties file, check the Encrypt Passwords checkbox.


Web User Settings
  • Enter the Default User and Default Password for the Remedy user account that the web application will use to create Remedy records.  This must be an existing Remedy user and it must have a fixed write license.  This user also must belong to the KS_CORE and KS_SRV groups at a minimum.

  • You may also enter an optional Alternate User and Alternate Password.  This user account will be used if the default user account is not available or cannot connect to Remedy for some reason.  You can also choose to leave this value blank.


Task Manager Settings
  • Indicate if the task manager service should run on this web server by checking the Enable checkbox.  Kinetic Request uses the task manager to process tasks, such as approval records or to create records in other AR System forms, that are defined in service items.  The task manager polls the Remedy server to check if there are any tasks ready for processing.  If your Remedy server is only licensed for Kinetic Survey, you do not need to enable the task manager service. 

NOTE:  If you have multiple web servers pointing to the same Remedy server, ensure only one instance of the task manager service is enabled.

  • The task manager Query normally will not need to be modified.  The task manager service uses this query string as the Remedy qualification to check for pending tasks.
  • The Sleep Delay property determines how frequent the task manager service will poll the Remedy server.  The default value is 60 seconds, which means that a task may take up to 1 minute to be processed after a service request has been submitted.  We have found that this value is fast enough for most situations. 

CAUTION: If you must lower this value so the task manager service process records more frequently, take care not to set this value too low, or you may have tasks being processed multiple times.


Default Logger Settings
  • Enter the Log Level that the system will use to determine what level of detail the information is written to the log file.  The values are listed in order of detail from least (Off) to most (All).  A higher detailed value provides more logging information, but is also more resource intensive on your server.

  • Enter the Max Log Size to limit the log file.  The logger is configured as a rolling file appender, which means that when the log file reaches the max size limit, it will be closed and a new file will be started.  This prevents the file from growing too large, and allows administrators the ability to delete old log data without having to stop the web server.

  • If you want to further customize the information that is captured, enter the location of the logging properties file in the Log Properties File field.


Miscellaneous Settings
  • The Max Chars on Submit property is a way to limit the amount of data submitted to the web server.  This is a security measure to protect the server from becoming overloaded.  The default value for this property is 4000 characters.  If you have very large surveys or service items, you may need to increase this value.

  • The Map Fields Count limits how many fields may be mapped in a data set.  The default value is 128.

  • The Max Cache Size limits the number of fields that are cached on the server.  Caching provides a way to increase performance as certain data only has to be retrieved from the database once, but it does consume memory, so it must be limited.


SSO Adapter Settings

If you have a single sign-on solution that your company uses, and would like to include Kinetic SR with the technology, you need to tell the web application where this adapter is located.  For more information on writing a single sign-on adapter to work with Kinetic SR, please see the Kinetic SR Single Sign-On Adapter Tech Note.

  • The SSO Adapter Class setting is the name of the SSO Java Class.  If the SSO adapter is not used, leave this value blank.

  • The SSO Adapter Properties setting is the fully qualified filename of the SSO adapter properties if the adapter uses a properties file.


Configuration Administration Credentials

The configuration administration user is a built-in user for the web application.  This user has the ability to configure the web application properties to connect to a Remedy server.  This user is strictly used for configuring the web application, and is completely independent from Remedy.  Therefore, the user does not exist in the Remedy User table.

  • Enter the configuration administrator username in the Config Admin User field.  The default value is admin.

  • Enter the configuration administrator password in the Edit Password field.  The default value is admin.



Task Manager Tab

The Task Manager tab provides the ability to start and stop the Kinetic Record Poller service if it has been enabled in the properties.  This service polls your AR System server at regular intervals, creating approvals and other AR System records when indicated.  The status is also displayed, indicating if the service is currently running, stopped, or in a failed state.

Typically, this service runs on one web server.  Care should be taken if running in multiple web servers to alter the query so each web server is handling a subset of all tasks.  This query is managed in the properties tab of the Web Administration Console on each of your web servers.


Figure 4: Web Administration Console - Task Manager


Import Tab

Importing only includes the definition of your “template” information and does not import information received from filled-out surveys or requests. 

The importing function looks at a selected file or template from your importing source and compares it to the destination file or template.  It evaluates and coordinates the two so they are “mirror” images of each other.  It performs this function by adding “new” records, and modifying and deleting existing records not included in your import source.

Important Note:  If a question is on your destination server, but not on your source server (meaning the question was deleted), when importing the template, this question will be deleted, along with any answers, on your destination server.  For historical reasons, it is often desirable to hide questions that are no longer needed rather than deleting them.

Figure 5: Web Administration Console – Import

To Import a service item, follow these steps:

  1. Click Browse to select a zip file of the service item that you wish to import.

  2. Check the Use current time for records? option if you want the data records that are being imported to use the current date as the Create Date.

  3. Click the Import button at the bottom of the form.  Expect a pause as the system migrates (or imports) this new information into your server.

  4. As the data is moved from one server to the other, The web server setting from your source server data will now be set on your destination server.  You will likely want to update this web server information.  This can be done from the “Advanced” tab of the Manager consoles, or from the Update Web Server link discussed in the next section.


Export Tab

Figure 6: Web Administration Console - Export

To Export a service item, follow these steps:

  1. Select either Kinetic Request from the Application field.

  2. Select the Catalog of the service item that you wish to export from the Catalog field. 

  3. Select the service item from the Template drop-down field.

  4. Chose your options to include with the export:

    • Catalog Definition

    • Data Set

    • Related Message Templates

      Note:  If the catalog, data set, or related message templates boxes are checked when exporting templates, they will overridethose existing categories and data sets in your destination template when imported.

  5. Click Export.  The server will collect the data for all forms that the template uses, and package them in a convenient zip file.   A link will then be displayed to allow you to download the zip file to your local computer.

  6. Click Download the Zip.  A prompt will appear to download.

  7. Save the information through the browser, to your desktop, hard drive or network.  Information is now ready to be imported into your destination file or template


Logging Tab

The logging tab displays a snapshot of the latest 200 entries from the web application log file.   This provides an easy way to view the log file for administrators that do not have file system access to the web server.

Note:  The information displayed on this page is a snapshot of the last 200 entries in the log file when the tab was clicked.  This is not live information.  The page must be refreshed to load log entries that came in after the page was originally loaded.

Also provided on this tab is a link to download the entire log file to your local computer.

Figure 7: Web Administration Console - Logging


Dependencies Tab

The dependencies tab displays important information about the Java library dependencies for the Kinetic SR web application.  It displays the name of all the dependent libraries, along with the version number (or file date if version is not available), the full name of the library’s jar file, and the confidence level of the version information. 

This could be helpful information when working with Kinetic Data support in troubleshooting an issue.

Figure 8: Web Administration Console – Dependencies


Licensing Tab

The licensing tab contains information about your Kinetic SR licenses.  This information is retrieved from the license keys stored in the Configuration Items on the Remedy server.

This could be helpful information when working with Kinetic Data support in troubleshooting an issue.

Figure 9: Web Administration Console - Licensing


Update Web Server

Use the Update Web Server hyperlink to reflect the web server that this template should be deployed to by default.  This is particularly helpful when migrating from a development server to a production server, or updating sample data as a batch.  This process will work on a single template, or a group of templates.

  1. Clicking on the Update Web Servers hyperlink brings up the Change Web Server dialog. 

This dialog enables you to pick one, some, or all of your current templates and set them to deploy to another web server individually or at the same time. 


Figure 10: Change Web Server

  1. Choose one or more templates from the table field to update.  If you started from Kinetic Survey you will only see Survey templates, if coming from Kinetic Request, you will only see Service Items.

  2. Select the New Web Server URL from the menu.

  3. Click Update.  The process may take a few minutes if many templates are selected.  When using this tool, image links and other html references will be changed in each template, and take time to process.