**

While I am sitting on my hands waiting to hear back from Remedy Support about the follies that I had with multiple server instances yesterday, do any of you have any "tested" formulae for installing AND configuring, step by step, multiple instances of ARS 5.0.1 and Help Desk 5.0? Here is what I am trying to do, and what I asked support for help with:

"... Please tell me everything I REALLY need to do, IN THE CORRECT ORDER, to set up three instances on ARS 5.0.1 on one server, with Help Desk 5.0 workflow installed on two of them, and room to load my Help Desk 4.0 workflow from a development server that was upgraded to 5.0.1 on the third instance (production is on 4.5.2) using SQL Server restore from file, and have one of the two Help Desk 5.0 instances runnable with the RAPPSVC so that it can BECOME production while the other remains as a reference to the unaltered HD5 code. Don't leave out the parts about cleaning up the registry entries which seem to remain set at the last installed server even if that is not what they should be. I will then attempt to add Palm, Wireless, Flashboards, and Rem-Mail to the future production instance, and then TRY to start moving customizations from the HD4 instance with Migrator 5.0.1, def files, or whatever else it takes."

When I added the third instance yesterday (I had originally installed two in April and THOUGHT that I had successfully loaded Help Desk 5.0 on both of them - on the second instance first, then the original in hopes that the RAPPSVC would run against the last one installed) I logged in with the Admin tool and found that although I was connecting to all three ARS server instances, all three servers were connecting to the same SQL Server database (ARSystem) that had been installed FIRST, even though the installations were to different directories (which were installed), different database names (which were created), using different ARAdmin accounts (which were also created). When I attempted to set port numbers in the Admin Tool on the third instance, I lost the ability to access ANY of them even though the Admin Tool is installed on the same machine. Remedy Support is talking reinstallation of all servers, in the reverse order of what I want to use (serverc on port XXXX, then serverb on port YYYY, then servera on portmapper). I suspect it MIGHT go something like this:

1. Install serverc in directoryc against databasec using ARAdminc, assign ports in admin tool, then shut down; edit registry???
2. Install serverb in directoryb against databaseb using ARAdminb, assign ports in admin tool, then install Help Desk 5.0 application, then shut down; edit registry???
3. Install servera in directorya against databasea using ARAdmina (uses portmapper) with Central Preferences (will be the future production server), then install Help Desk 5.0 application, Palm Integration, Wireless, Flashboards, and Rem-Mail
4. Start serverb and serverc and make sure admin tool can log in to all three AND that they are connecting to the DIFFERENT databases
5. Restore ARS 5.0.1-upgraded Help Desk 4.0 (customized version) SQL Server file to serverc and change permissions

Variations if loading Help Desk 5.0 twice is "unsafe" - load against servera ONLY, and export defs to load for reference on serverb

Any brilliant ideas out there???

Not having any fun with 5.0.1...

Christopher Strauss, MSLS
Remedy Database Administrator
University of North Texas Computing Center
http://remedy.unt.edu/helpdesk/
Help Desk 4.0 on ARS 4.05.02 Patch 1104
Remedy Mail Server p1063 and Rem-Mail (IN & OUT) 5.1
ARWeb 3.0.2 p39/Remedy Web 4.1 p32 on IIS 5.0
BackOffice 2000: Win2K Sp2/SQLSrvr2K Sp2/Exchg2K Sp2