BMC Remedy IT Service Management

BMC Remedy IT Service Management
Process Designer
Configuration Guide
Version: 8.3.2
Date: April 2012
BMC Software, Inc.2012

This document is the property of BMC Software, Inc. and the information contained herein is confidential. This document, either in
whole or in part, must not be reproduced or disclosed to others or used for purposes other than that for which it has been
supplied, without BMC's prior written permission, or, if any part hereof is furnished by virtue of a contract with a third party, as
expressly authorised under that contract. BMC shall not be liable for any errors or omissions.
BMC Remedy IT Service Management Process Designer

Configuration Guide
Contents
Introduction ................................................................................................................................................ 3
Creating Process Designer application user(s) ......................................................................................... 3
Configuring the Process Designer Integration ........................................................................................... 4
Configuration of Process Mappings for ITSM ............................................................................................ 7
Configuration of Process Mappings for SRM .......................................................................................... 10
Maintaining Process Designer Configuration Data.................................................................................. 11
Maintaining Task Assignment Rules .................................................................................................... 13
Maintaining OLAs and SLAs ................................................................................................................ 13
Business Time...................................................................................................................................... 16
Task Types and Properties .................................................................................................................. 16
Locks .................................................................................................................................................... 17
Auditing ................................................................................................................................................ 18
SQL Queries ........................................................................................................................................ 19
Logging ................................................................................................................................................ 20
Process Tracker Configuration ................................................................................................................ 22
Process Designer Approval Configuration .............................................................................................. 23
Approval Configuration for Change Management 7.6.04 .................................................................... 25
Approval Configuration for Service Request Management 7.6.04 ...................................................... 29
Additional Process Designer Wizard Configuration ................................................................................. 31
Previous Step Navigation ..................................................................................................................... 31
Copyright 2012 BMC Software, Inc.
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Configuration Guide
Introduction
This document provides information on configuration of Process Designer version 8.3.2
This document is intended to be used by Remedy Administrators or process owners responsible for the
management of the behavior of processes created using the Process Designer client.
Creating Process Designer application user(s)

This section applies to all installations of Process Designer and is required to allow users to logon to the
Process Designer client application and to configure Process Designer data from within BMC Remedy.
This step is normally completed as part of the product installation.
The Process Designer application provides two roles; ProcessDesignerAdmin and
ProcessDesignerSubAdmin, each with corresponding groups Process Designer Administrator and
Process Designer Sub Administrator. For users to login to the Process Designer client or to update
Process Designer configuration data in Remedy, they must be assigned to one of these groups.
Login to the BMC Remedy Mid-tier as a Remedy Administrator, then select AR System Administration
Console from AR System Administration menu on the home page.
Select Application, then Users/Groups/Roles, then Users. Now select an existing user, or create a new
one. On the Group List field, select the Process Designer Administrator group from the menu and
add this to the group list and save. This user must be given a fixed or floating licence.
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This user can then be used to login to the Process Designer client or update Process Designer
configuration data in Remedy.
Configuring the Process Designer Integration

This section applies to all installations of Process Designer and is required for the integration to BMC
Remedy to work correctly. It is normally completed as part of the initial installation but can also be
updated using the information provided here as necessary.
Login to Mid-tier on your Remedy server as a member of the Process Designer Administrator group
(see last section). From the Home Page, select Process Designer Configuration from the Process
Designer 8.3.2 menu.
Select the Configuration Tab to reveal this page:
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Set each of the field values as follows:

Field
Description
ARID Configuration Path
The full path on your BMC Remedy server where

the Process Designer server software and
aradminpass file is installed. Use the Default
button to select the default location.
The name of the BMC Remedy user with Remedy
Administrator permissions and application
permissions where necessary*
The Remedy password for the ARID Configuration
user selected. Please use the Update Password
button once you have selected the username and
password.
The wait period for the manager thread between
assigning a job and checking for more jobs (in ms
- default is 100).
ARID Configuration User
ARID Configuration Password
Pause Between Job Initiation (ms)
Job Timeout (secs)

Number of Worker Threads
The timeout period for a worker thread to complete

a job.
The maximum number of worker threads - this
should be set to one less than the number of
threads assigned to the Private Thread on your
Remedy server.
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Delete Successful Jobs (Yes/No)
Logging Type (Form / File)
Logging Level (None, Error, Milestone,

Detail, Debug)
Log File
Auto-Release Tasks
Cancel Redundant Tasks
Set to Yes to delete all jobs that complete

successfully.
Select Form if you want the process runtime
logging information to be written to a Remedy form
so that it can be viewed from the Logging Tab
under Process Designer Configuration.
Set to the required level for viewing log
information. Each log level includes logging from
the previous level, so Detail logging includes
Errors and Milestones. Debug level logging is only
visible to Administrators.
The full path of the log file, for recording Process
Designer Integration events. Use the Windows
Server Default button to select the default location
on your server.
Set to Yes for automatic task creation (normal
operation)
Set to Yes to set redundant process tasks to a
cancelled state at run time (Default to No)
The following field is only required if you using Process Tracker or running Process Designer from a
cloud/OnDemand server.
Process Tracker Address
The web server address on your Mid-Tier server

where the Process Tracker Servlet is installed.
Use the Default button to select the default
location.
* If you are using Process Designer with ITSM or SRM applications, to ensure that Process Designer
can update records in these applications, the ARID Configuration user also requires certain BMC
application permissions as follows:
Application
Incident Mgmt
Change Mgmt
Problem Mgmt
SRM
Permission Required
Incident User
Infrastructure Change User
Problem User
Service Request User
Licence Required
Incident Fixed or Floating
Change Fixed or Floating
Problem Fixed or Floating
N/A
Enter the user with the required permissions and their Remedy user password, then click on the Update
Password File button to update this setting. (Note this user must also have Remedy Administrator
permissions).
Click the Apply button to confirm all changes.
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Configuration Guide
Configuration of Process Mappings for ITSM

This section applies to installations of Process Designer with ITSM 7.6.04 Incident, Problem or Change
Management applications. It assumes that the installation of Process Designer for these applications
has already been completed.
Processes defined within Process Designer can be selected from within a Change Request, Incident or
Problem by defining the relationship between the Operational Categorization, Product Categorization or
Status on the Change Request, Incident or Problem and the Process Name.
To automatically select a process and generate tasks for a given request, you will need to create a
mapping between the application and Designer Process:
1.
Log into Remedy as a Remedy Administrator and from the Home Page click on the Process
Mapping Form under Process Designer 8.3.2 on the home page.
2.
This will open the Process Mapping Form in Search mode.
3.
To create a new mapping click New Request on the Web Toolbar.
4.
You will now see that the form is divided into sections depending on the level of detail you wish to
define for the mapping. (see screenshot below)
5.
Select a Company which the mapping will be for, this can be a single company or for any
company select Global.
6.
Select the Force Restart Flag if you want the process to run more than once against the same
request.
6.
Choose which of the ITSM Applications you wish to integrate with Incident, Change, Problem
Management or Work Order.
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7.
Choose a Designer Process and whether you would like to use the Process Designer Wizard
(optional end-user process navigator where data-input is required at runtime).
8.
Choose Operational Categorizations if applicable
9.
Choose Product Categorizations if applicable
10.
Choose a request Status if you wish the process to attach at a particular point of the request
lifecycle.
11.
Click save
Below is a screenshot of the Process Mapping Form showing the various parameters.
Figure 3: Process Mapping Form
Once you have created a mapping between an ITSM Request and a Designer process, whenever the
request meets all of the specified mapping parameters the process will attach to the request and create
the appropriate tasks.
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The following table shows what parameters can be used to define a relationship between an ITSM
Request and a Designer Process. Any one of these parameters can be used in isolation or in
conjunction with the other parameters:
Operating Company
ITSM Application
Request Status
Operational Categorisation
Product Categorisation
The conditions for task generation can be customised further to suit specific implementations. Contact
BMC support for details of how to customise the conditions for task creation further.
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Configuration Guide
Configuration of Process Mappings for SRM

This section applies to the use of Process Designer with BMC's Service Request Management
application, release 7.6.04 It assumes that the installation of Process Designer for SRM has already
been completed and that you have installed version 8.3.2 or later of Process Designer. For more
information on installation, refer to the Process Designer Installation Guide.
The integration between Process Designer and the BMC SRM application is performed by using
Process Designer to generate and control the assignment and progression of tasks within Service
Requests and/or Work Orders.
By defining a process using Process Designer and selecting it within a Service Request Definition
(SRD) Process Designer will automatically generate tasks that correspond to each of the process steps.
Tasks can be considered to be automated process steps or manual steps such as questions or
approval steps depending on the intended usage of the particular process.
A process defined in Process Designer needs to be mapped to a Service Request Definition in order to
be used with the BMC SRM application. Follow these steps to setup the mapping:
Login Remedy Mid-Tier as a user with permissions to create and update Service
Request Definitions.
Select the Service Catalog Manager Console from Service Request Management on
the Home Page
Create a new Service Request Definition.
Click the Select button to bring up the Select Process dialog.
Check the Use Designer Process check box to display a list of all the live processes
as defined in the Process Designer client for your company.
Click on and highlight the required process.
A second checkbox will become visible, Launch Wizard, check this box if you want the
Process Designer Wizard to launch as soon as a user submits a Service Request.
Leave unchecked if you want a fully automated process to run that requires no user
input.
Click Select and save the Service Request Definition. The Process Designer
process has now been associated with that Service Request Definition
Make sure that the Service Request Definition is on-line (Deployed) before attempting
to use it.
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Configuration Guide
Mapping a Service Request Definition to a Process
Maintaining Process Designer Configuration Data

This section deals with the maintenance of configuration data used by Process Designer processes. It
applies to all installations of Process Designer regardless of whether you are using it with ITSM or SRM
applications.
This configuration data is maintained from within the Remedy application and can be accessed by
logging in to Remedy as an Process Designer Administrator and selecting Process Designer
Configuration from the Process Designer 8.3.2 menu on the Home Page:
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Configuration Guide
The following supporting data can be maintained from this area:
General Configuration Options (see section on Configuring Process Designer

Integration)
Task Assignment Rules
Request SLAs (and their notifications)
Task OLAs (and their notifications)
Business Time
Task Types and Properties
Locks
Access Control
Auditing
SQL Queries
Logging
Maintenance is controlled by the following methods:

Used to add new items
Used to delete existing items
Existing items can be modified by double-clicking their entry in the table.
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Configuration Guide
Maintaining Task Assignment Rules

Task Assignment Rules can be created as an additional control over whether a task can be
assigned or not.
When a task in the process uses an assignment rule, its status will remain on hold (Pending Task
Rule) until the rules condition is met. For example, you may have a set of tasks which should
only fire when or if the Change Requests approval is rejected. The rule details are entered in the
Rule definition window.
Maintaining OLAs and SLAs

Operating Level Agreements are used in association with Tasks while Service Level Agreements
(SLAs) are used for Requests. Otherwise they are defined in exactly the same way. OLAs and
SLAs defined against a Task or Process Template will generate escalation points that correspond
to the target completion time for that Task or request in BMC Remedy.
You will be prompted to enter details for a new OLA or SLA should you enter a new OLA Name
on the Task or a new SLA Name on the Process Template form respectively. An `SLA cannot be
deleted if it is currently referenced by an existing process or task.
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Configuration Guide
Field Descriptions
Field
Description
Name
A name of your choice but must be unique.
Business Holiday Tag
Link into Business Time Holidays
Business Workdays Tag
Link into Business Time Workdays
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Field
Description
Offset
An offset allows you to support clients in a

different time zone from your BMC Remedy
server.
Breach Time Days, Hours, Minutes
On the Escalation Points tab. The time

required to meet the Service Level
Agreement. NB: This value relates to working
time, not elapsed time.
Send Warning At (%) of breach time
On the Escalation Points tab. The percentage

of the breach time at which to send a warning
notification.
Notifications
Create notifications for different stages of the

SLA, including Creation, Warning and
Violation
The OLA/SLA form also provides the ability to create notifications that will fire on the creation,
warning or violation of the Operating/Service Level Agreement. These notifications can be added
or removed on the Notifications tab using the New and Delete buttons as shown below.
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Field Descriptions
Field
Description
Type
The event on which the notification will fire Creation, Warning or

Violation (of the OLA/SLA)
To
Specifies the type of recipient Assigned Individual, Assigned Group,

Defined Individual or Defined Group
Recipient
If the type of recipient is defined then the defined recipient must be

named here. The list will show all current BMC Remedy groups or
users as appropriate.
Business Time
The OLA/SLAs make use of the standard Business Time functionality provided by BMC Remedy.
You can access the existing entries from within the OLA/SLA definitions above.
Task Types and Properties

Task Types are automatically created for each unique category, type and name of a process
task. Additional properties can then be applied to support additional workflow or simply for
informational purposes. When a process is executed in Remedy, each task in the process stores
a Task Type Id against which its property values can be read (from the ABYD:Task Type
Property form).
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Properties can be defined with a default value. When selected, it can then be applied to the task
type selected within the task types table, all task types of the selected category and type, all task
types of the selected category or even all tasks types.
Note that the property values are applied not to individual tasks but their task types. For example,
in the above screenshot, the Cost property has been applied to the Allocate Initial Priority task.
Every instance of ITIL/Change Management/Allocate Initial Priority will have the same value,
irrespective of which process template they exist or instance executed within a Remedy request.
You may wish to use properties to apply a cost value to tasks so that when a process has
completed execution, you can run Remedy workflow to total the cost of the request from the
process tasks completed.
Another example would be to define workflow rules in Remedy to be applied to specific types of
task across all process templates. In the above screenshot, an Approval property is available and
when applied to a task, Remedy workflow could be triggered to fire for tasks with their task type
has the Approval property value set to Yes. Using this method, approval type tasks are handled
differently from non-approval tasks independently from the process definition.
Locks
Locks are created when a Process Template is opened in Process Designer client for editing to
prevent multiple users editing simultaneously. In circumstances when the lock needs to be
release, this can be performed from the Locks tab on the Process Designer Configuration form.
Select the Process and click the Release Lock button to release it.
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Auditing
Individual changes to Processes and Tasks, SLAs and OLAs and Assignment Rules can be
tracked against the user making the change and the time it was made. To enable this auditing,
select the Audit tab on the Console screen and check the boxes to indicate what you need to
audit.
The table will then display all changes made thereafter.
You can filter the table to find results faster using the fields for User, Date From and To and the
Audit Type. Apply the filter on the search using the Search button.
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Configuration Guide
SQL Queries
This tab provides a list of SQL Queries that are provided as part of the standard installation.
These queries can be used in conjunction with the Set Fields action in Process Designer to
simplify the counting of records where this is required as part of the process logic. Each query
includes:
the application that it relates to;
the text description of the query presented to the process designer
the SQL string used at runtime to return a numeric value.
The list of SQL Queries can be supplemented by adding new queries and descriptions to this list.
These will automatically add to the list of queries displayed in the Set Fields action in Process
Designer when the Count option is selected.
To add a new query, double-click on one of the existing entries then select New Request from the
web toolbar (see screen on next page).
Select the application that the query relates to, then enter the text description of the query. To
enter the SQL string required, use the Fields menu to retrieve field labels for the corresponding
form and use the Add to Query button to add the field reference.
The rest of the query can be constructed using the SELECT, COUNT, FROM, WHERE, AND, OR
buttons provided.
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No validation is provided on this form, it is expected that the individual responsible for creating
the query has a good understanding of SQL and the underlying constructs.
Logging
This tab provides details of log entries when the logging option is set to 'Form' on the
Configuration tab. The fields on this form provide search filters to help locate the log entries that
relate to a particular request.
Select a username to restrict the output to those entries created by that username within your
company.
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Enter a Log Level to control the level of logging information to show in the table (either Milestone,
Error or Detailed). Note that the level of logging shown will never be more detailed than the level
selected on the Configuration Tab under Logging Level.
Enter an application to restrict the output to entries that relate to that application.
Enter a specific request number to restrict the output to entries that relate to that request number
only.
Use the refresh button to refresh the list of entries after changing any of the search filters.
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Configuration Guide
Process Tracker Configuration

Process Tracker is a component of Process Designer that is used by end-users to graphically track the
progress of their requests based on the process steps that have been completed, assigned and
outstanding (pending).
Process Tracker is installed as a Data Visualisation Module and viewed in a data Visualisation field.
The installation of the Data visualization Module is performed automatically as part of the PDICT Core
application installation. If this needs to be performed or updated manually, please refer to The Core
Installation steps in Appendix A or the Installation Guide and the Data Visualization Configuration
entries in Appendix F of the Installation Guide.
Process Tracker runs on the mid-tier and errors will occur in the display of Process Tracker diagrams if:
1. The mid tier configuration is incorrect
2. The server is not connected to a mid tier server.
3. A valid remedy connection is not available to the session or was broken during generation of
the diagram.
The Default Web Path must also be configured correctly on the Advanced tab of the Server Information
entry.
A re-start of the web server and remedy service may be required following either a manual or automatic
(via PDICT) creation or update of the data visualization configuration entries.
Internet Explorer Setting

As the diagrams generated by Process Tracker are displayed in a view field or browser certain browser
settings can have an impact on whether the diagram will refresh correctly when using this functionality.
One setting which is known to prevent the diagrams from Displaying correctly is the Check for Newer
Versions of Stored Pages Setting under Browser History in Internet Explorers Internet options.
This setting needs to be set to be set to Every time I visit the page, failure to set this will impact the
refreshing of the Diagrams.
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Configuration Guide
Process Designer Approval Configuration

Process Designer makes use of the BMC Remedy Approval engine to implement approval actions that
are defined as part of Process Designer processes.
New BMC Remedy approval processes need to be created if using the Process Designer Approval
action with either of the BMC Remedy Change Management 7.6.04 or Service Request Management
7.6.04 applications. (For SRM 7.6.04, the Service Request - Ad Hoc OOTB process is used.)
Note: If you have run the Process Designer Integration and Configuration Tool (PDICT), then all
the steps described in this chapter for setting up approvals will be performed automatically as part
of the automated integration. You only need to complete the steps for configuring approvals for
Change Management and/or SRM if you have NOT run PDICT. Please refer to the What's New
guide for clarification on which versions of ITSM and SRM are currently supported by this tool.
Note: to perform this configuration, you will require a user login setup with Approval Admin permission.
Approvals are configured through two stages:
Administration (for the approval process creation and associated rules)
Configuration (to setup the request status flows)
Approval processes are created through the Approval Server Administration form, accessed through the
AP:Administration link on the Home Page.
AP:Administration link
While Approval Configuration is accessed through the Application Administration Console
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Approval Process Configuration link
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Approval Configuration for Change Management 7.6.04

Approval Administration
From the Approval Server Administration form, click the Create button to create the new approval
process. Use the following details to Create this process.
Process Designer Approval Configuration

Only the fields on the Basic page are required. You may configure the approval process if required, but
the Form, Type, Request Owner Field and First Approver Field values must be equal to the values
shown above.
The approval process also requires rules configured. As a minimum you should configure two Approval
Process Done rules, one for Approved and the other for Rejected.
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Example Basic configuration for the Approved rule

The Set Fields page details how the rule will update the change request, once the approver approves
the approval and should be configured as seen here.
Set Fields configuration for the Approved rule

The Rejected rule should be configured similar to the Approved rule.
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Example Basic configuration for the Rejected Rule

Again the Set Fields configuration will detail how the change request is updated if the approver rejects
the approval and should be configured as seen here.
Set Fields configuration for the Rejected rule
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Approval Configuration
Once these have been created, access the Approval Process Configuration via the Application
Administration Console. Create an entry for the approval process created.
Approval Process configuration

Additionally, setup the Status Flow
Status Flow configuration
Once the approval process has been created and configured it can be selected when creating an
Approval action within an Process Designer process that is designed for use with the change request
(CHG:Infrastructure Change) form.
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Approval Configuration for Service Request Management 7.6.04

The Process Designer approval action can reference the Service Request Ad Hoc OOTB approval
process for SRM 7.6.04 so no new approval process need be created. However, you may need to make
some adjustments to the process configuration.
Approval Administration
From the Approval Server Administration form, select the Service Request Ad Hoc process on the
Show For Process field and select the Rule tab page.
Service Request Ad Hoc Rules

Ensure that all of the rules have a Status of Active. Double click each rule to access it and update the
Status as necessary.
On the Set Fields tab, ensure that the Approval Status field is set, firstly for the Approved Rule:
Approval Status value of 1 for Approved

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Additionally ensure that the Rejected rule also sets the Approval Status
Approval Status value of 2 for Rejected
Approval Configuration
Access the Approval Process Configuration via the Application Administration Console and locate the
configuration for the Service Request Ad Hoc process.
Service Request Ad Hoc Configuration

Ensure that the Status is set to Enabled.
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Configuration Guide
Additional Process Designer Wizard Configuration

There is one additional feature which can be configured for the Process Designer Wizard:
Configure optional display of a Go Back button when navigating processes with the Wizard to return to
previous steps.
Previous Step Navigation

Another optional function within the Wizard is the Back Button, this is a configurable object which allows
the user to return to a previous task(s). It is not enabled as standard as all processes are different and
it may not always be desirable to go backwards in a process. The main advantage is to allow users to
update data in related fields and also to select different outcomes if circumstances change while the
process is active.
Create the Go back Property.
1) Log into Remedy
2) Click on the Process Designer Configuration
3) Click on the Task Types Tab
4) Create a Property by clicking on the Green Cross next to the Defined Properties Table
The Property needs to have the Name Go Back and a Default Value of Yes
Map the Go back Property.

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5) From the Task Types table select the Task, Task Type or Task Category which the Go Back
functionality is to be applied
6) According to what was selected in Step 5 set the Apply Property option (Task, Task Type, Task
Category or All Tasks)
7) Now when you click on a task which the property has been applied to you should see the Go
Back and the value yes in the Properties applied to selected task table.
8) Now whenever tasks with this property are displayed in the Wizard the Back button will be
visible and allow the user to return to the previous tasks in a process.
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BMC Remedy IT Service Management - Process Designer Configuration Guide

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BMC Remedy IT Service Management Process Designer

Copyright 2012 BMC Software, Inc.

BMC Remedy IT Service Management Process Designer

Creating Process Designer application user(s)

Copyright 2012 BMC Software, Inc.

BMC Remedy IT Service Management Process Designer

Configuring the Process Designer Integration

Select the Configuration Tab to reveal this page:

Copyright 2012 BMC Software, Inc.

BMC Remedy IT Service Management Process Designer

Set each of the field values as follows:

ARID Configuration Path

The full path on your BMC Remedy server where

ARID Configuration User

ARID Configuration Password

Pause Between Job Initiation (ms)

Job Timeout (secs)

Copyright 2012 BMC Software, Inc.

The timeout period for a worker thread to complete

BMC Remedy IT Service Management Process Designer

Logging Level (None, Error, Milestone,

Set to Yes to delete all jobs that complete

The web server address on your Mid-Tier server

Copyright 2012 BMC Software, Inc.

BMC Remedy IT Service Management Process Designer

Configuration of Process Mappings for ITSM

This will open the Process Mapping Form in Search mode.

To create a new mapping click New Request on the Web Toolbar.

Copyright 2012 BMC Software, Inc.

BMC Remedy IT Service Management Process Designer

Choose Operational Categorizations if applicable

Choose Product Categorizations if applicable

Figure 3: Process Mapping Form

BMC Remedy IT Service Management Process Designer

Copyright 2012 BMC Software, Inc.

BMC Remedy IT Service Management Process Designer

Configuration of Process Mappings for SRM

Create a new Service Request Definition.

Click the Select button to bring up the Select Process dialog.

Click on and highlight the required process.

Copyright 2012 BMC Software, Inc.

BMC Remedy IT Service Management Process Designer

Mapping a Service Request Definition to a Process

Maintaining Process Designer Configuration Data

Copyright 2012 BMC Software, Inc.

BMC Remedy IT Service Management Process Designer

The following supporting data can be maintained from this area:

General Configuration Options (see section on Configuring Process Designer

Task Assignment Rules

Request SLAs (and their notifications)

Task OLAs (and their notifications)

Task Types and Properties

Maintenance is controlled by the following methods:

BMC Remedy IT Service Management Process Designer

Maintaining Task Assignment Rules

Maintaining OLAs and SLAs

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