BMC Remedy IT Service Management - Process Designer Installation Guide

BMC Remedy IT Service
Management
Process Designer
Installation Guide
FOR RELEASE 8.3.2
DATE: MAY 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 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.
PROCESS DESIGNER
INSTALLATION GUIDE FOR RELEASE 8.3.2
CONTENTS
1.
INTRODUCTION ....................................................................................................................................... 3
2.
PRE-REQUISITES ..................................................................................................................................... 3
3. UPGRADING FROM A PREVIOUS VERSION......................................................................................... 4

4.
INSTALLATION STEPS ........................................................................................................................... 4

4.1. PROCESS DESIGNER INTEGRATION TOOL (PDICT). .................................................................................... 5
Installing PDICT ........................................................................................................................................... 5
Running PDICT ............................................................................................................................................. 5
Manual Import of the Process Designer Remedy Application....................................................................... 9
Using Developer Studio................................................................................................................................. 9
4.2.
CREATING A PROCESS DESIGNER SERVER (ARID) USER ..................................................................... 13
4.3.
CREATING A PRIVATE QUEUE FOR THE PROCESS DESIGNER SERVER ................................................... 13
4.4.
INSTALLING THE PROCESS DESIGNER SERVER SOFTWARE ................................................................... 14
Installing Process Designer on a Windows Server...................................................................................... 14
Installing Process Designer on a UNIX Server ........................................................................................... 18
4.5.
INSTALLING THE PROCESS DESIGNER CLIENT ...................................................................................... 20
4.6.
POST-INSTALLATION TASKS ................................................................................................................. 23
Process Designer Configuration ................................................................................................................. 24
Process Tracker Installation & Configuration ............................................................................................ 26
5. UNINSTALLING PROCESS DESIGNER ................................................................................................. 27

5.1. UNINSTALLING THE PROCESS DESIGNER CORE APPLICATION AND INTEGRATION TO ITSM OR SRM....... 27
5.2. UNINSTALLING PROCESS DESIGNER SERVER ............................................................................................ 27
5.3. UNINSTALLING PROCESS DESIGNER CLIENT SOFTWARE ............................................................................ 28
5.4. UNINSTALLING PROCESS DESIGNER INTEGRATION TOOL (PDICT)........................................................... 28
5.5 ADDITIONAL UNINSTALL STEPS ................................................................................................................. 28
APPENDIX A: MANUAL INTEGRATION OF PROCESS DESIGNER WITH ITSM OR SRM ........... 29
ADDITIONAL CONFIGURATION FOR SRM 7.6.04 .............................................................................................. 38
APPENDIX B: TROUBLESHOOTING ......................................................................................................... 39
APPENDIX C: MANUAL UPDATE OF BMC REMEDY CONFIGURATION FILES............................ 40
APPENDIX D: FIELDS ADDED AS PART OF THE ITSM INTEGRATION .......................................... 42
APPENDIX E: FIELDS ADDED AS PART OF THE PROCESS DESIGNER BMC SRM
INTEGRATION. ............................................................................................................................................... 47
APPENDIX F: DATA VISUALIZATION CONFIGURATION ENTRIES ................................................ 52
APPENDIX G: SQL CONFIGURATION ENTRIES .................................................................................... 54
APPENDIX G: JAVA WEB START JNLP ENTRIES.................................................................................. 55
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1.
Introduction
This document describes the steps required to complete an installation of Process Designer on BMC
Remedy 7.6.04 or above servers. It is assumed that the installer is familiar with Remedy ARS
administration.
This installation guide assumes that Remedy ARS 7.6.04 or above has already been installed.
Process Designer supports integration with ITSM 7.6.04 and later and SRM 7.6.04 and later.
2.
Pre-Requisites
Problems during installation can be avoided by applying the following checks prior to starting the
installation.
Pre-Installation Remedy Checks.

You have Remedy ARS version 7.6.04 or above installed
You have the Remedy Business Time Holidays and Business Time Workdays forms installed on your
server. These can be imported from:
<Remedy installation directory>/templates/bustime.def
You have AR System Administrator or Developer Studio and User Tools installed on the client
machine and configured to connect to your Remedy AR Server.
You have set the Max Entries Returned by GetList to 0 OR a number greater than the number of
forms on your server. (See Configuration Tab under AR System Configuration->General->Server
Information)
Other Pre-Installation Checks

Windows server has .NET 2.0 or later installed
The operating system for your client machine is either Windows XP or Windows 7 and you have
Administrator rights to the machine.
Your client and server have Java Runtime Environment 1.6 or later installed.
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3. Upgrading From a Previous Version

Upgrading from a previous 8.x release is performed by simply following the same steps as for a new
installation, from section 4 onwards in this document.
Please contact BMC Support for assistance with upgrading from Abydos Designer 7.x or earlier.
Note on Changing the Customisation Mode (Remedy 7.6.04 or higher)
When using the Process Designer Installation and Configuration Tool (PDICT) to perform an upgrade
you must use the same customisation mode that the initial installation was made in. For PDICT
versions earlier than 8.3.2, this will always be Base Development.
The only way to change to a new customisation mode is to run the uninstaller to remove all the
customisations made as part of integrating Process Designer with your application before re-installing
using PDICT.
Note that if you do uninstall the earlier version, all data in the Process Designer Application
forms and fields will be lost. This will include all process templates, configuration and data
used in processing the generated tasks relating to existing open incidents, changes, service
requests and problems.
Please contact BMC support for further clarification.
4.
Installation Steps
This section describes each of the steps that need to be performed to complete the installation.
These must be completed in order. If at any time you experience a problem, contact BMC Support
before proceeding.
The Process Designer installation consists of:
Remedy application definition file (automatically imported using the PDICT tool)
Creating a Process Designer Server user.
Server setup package (to be installed on each server if within a server group)
Client setup package
Post-Installation tasks
Integration with BMC Remedy ITSM7 and/or SRM using the Process Designer Installation
and Configuration Tool (PDICT).
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4.1. Process Designer Integration Tool (PDICT).

The Process Designer Installation and Configuration Tool (PDICT) is used for
a) Importing the Process Designer BMC Remedy application;
b) Completing the required steps for integrating Process Designer with ITSM/SRM based
applications. These steps involve:
Importing Process Designer workflow
Adding Process Designer fields to existing ITSM forms
Updating existing ITSM field properties
Updating existing ITSM workflow qualifications
Adding configuration data entries
If you are not using a BMC ITSM or SRM application you can still use PDICT to import the Process
Designer Remedy application.
Note: Even if you are not able to run PDICT, you should still install this tool in order to gain
access to the Process Designer Remedy application and integration definition files required
for a manual installation.
Installing PDICT
PDICT can be installed either on any Windows-based client machine with network access to the
Remedy server, or directly onto the Remedy Server itself (if Windows based). For Solaris or Linux
based servers, PDICT should be installed on a Windows client machine. The installation requires the
Java Runtime Environment version 1.6 or later.
To install PDICT, navigate to the PDICT folder in the zip file downloaded for Process Designer and
run the Setup.exe file. This will create a PDICT icon on the Desktop.
For versions of Remedy earlier than 7.6.04, this tool uses best practice techniques when modifying
workflow as recommended by BMC: Where an OOB object needs to be modified, a copy is first
taken, then the original is disabled and the modification is applied to the copy.
For versions of Remedy 7.6.04 and higher, this tool gives you a choice of performing the update in
best practice or base development mode. Note that if you are upgrading an existing installation, you
must use the same customisation mode as you did originally.
It is possible to reverse the changes made by this tool by using the PDICT Uninstaller (see below).
Note that this tool is designed to run against un-customised ITSM/SRM applications and if used on a
customised application, you should first review the manual steps in Appendix A to review any
potential conflicts with existing customisations. Once the tool has completed the installation, it is
recommended that you review each amended form to check that the visible fields are positioned
correctly and adjust the layout as necessary.
Please refer to the Process Designer What's New Guide for information on which versions of
ITSM and SRM are supported by PDICT.
Note: If you are using a version of SRM/ITSM that is not supported by PDICT, please refer to
Appendix A on how to make these changes manually.
Running PDICT
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Double click the icon called "Process Designer Integration and Configuration Tool 8.3.2" that was
created on your desktop, or alternatively launch from Program Files->BMC Software->Process
Designer 8->Process Designer Integration and Configuration Tool 8.3.2
Enter the name of your server and the Remedy username and password of an Admin user (and a
port number if you use one to connect to your AR Server.
Also specify a path where a log file will be created. This will default to your temporary folder, this log
will show if all of the requested actions have run correctly. If the log file already exists, it will be
appended to. You can use the Clear Log button to clear out existing entries in the selected log
before commencing.
Click Next >> to move to the second screen.
Select either Install Process Designer Application and/or ITSM/SRM Application Integration or
Uninstall All Customisations.
If you are using Remedy 7.6.04 or above, you must also specify the development mode that you wish
to perform the install or uninstall in. If an earlier installation of Process Designer workflow is detected,
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this will be automatically set and you will not be able to proceed using a different mode without first
uninstalling all Process Designer customisations.
Please note the following regarding these modes before selecting the mode you wish to use:
Best Practice Mode
For custom workflow that is imported during the install process, all objects will be given a
customisation type of custom
For changes to existing unmodified OOTB objects, all objects will be overlaid. This
separates out the modifications made on the object from the OOTB definition.
New fields added to OOTB forms and views will be a customisation type of custom
Changes to objects that have already been overlaid will make use of the existing overlay.
Where existing fields and workflow are modified, this carries a minor risk of overwriting
existing customisations in your workflow if the same property that Process Designer wants to
modify has already been changed as part of an earlier customisation. Please refer to
Appendix A for a list of OOTB fields and workflow that are modified
Failures will occur if any Process Designer workflow already exists with a customisation type
of unmodified. You must completely uninstall any previous Process Designer forms,
fields, workflow, guides and menus before proceeding. Note that if you do uninstall, you
will also lose the data in these forms/fields.
Base Development Mode

For custom workflow that is imported during the install process, all objects will be given a
customisation type of unmodified
For changes to existing unmodified OOTB fields, the change will be made directly to the
object without the use of overlays. This has the risk that in performing a BMC product
upgrade, the customisations will be lost.
For changes to existing unmodified workflow, the existing workflow object is copied with the
copy being prefixed ABYS:. The original workflow object is then disabled.
New fields added to OOTB forms and views will have a customisation type of unmodified
Changes to objects that are not of type unmodified are not permitted and will cause a
failure. Note that this will apply to any objects that exist from an earlier install as well as
OOTB objects that are being modified by the install. You must remove any custom Process
Designer objects and any existing overlays before proceeding. Note that running an uninstall
operation using PDICT in best practice mode will NOT remove any overlays to OOTB forms.
These will need to be removed manually following the uninstall operation.
Click Next >> to move to the third screen.
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If you have not already installed the Process Designer Core application, you must include this option
here.
Optionally, select which ITSM applications you wish to integrate with ( a combination of Incident,
Problem, Change, Service Request Management and Work Order) and Click Finish.
If you do not want to integrate with your ITSM applications at this stage, leave these options
unselected. You can re-run PDICT at a later time to perform these integrations.
The installer will detect your version of ITSM and SRM and install the appropriate integration for your
version.
PDICT will display progress for each of the integration steps indicating success or failure for each
step as it progresses. If any of the steps fail (possibly due to a timeout), you have the option to either
Retry the step again,

Skip the step or
Abort the installation.
NOTE: On some servers, particularly if there are performance issues of a lack of resources, you may
receive BUSY SERVER timeout errors. It is recommended that you wait a period of time (several
minutes) before performing a retry of the step.
If you choose the option to skip the step then you can complete that step manually by referring to the
corresponding manual activity in Appendix A.
The PDICT tool may be re-run multiple times against the same server following a partially completed
or completed installation. For each integration step the tool will overwrite any previous changes
made, however this will not result in a loss of data. Note that when re-running PDICT against
Remedy 7.6.04 or higher, you must use the same customisation mode as was used originally. When
upgrading a version of Process Designer earlier than 8.2, you should always use base development
mode.
The alternative, if you want to change customisation mode, is to uninstall the earlier version of
Designer by either running the appropriate PDICT uninstaller or manually deleting the forms, fields,
workflow, containers and menus that were added for Process Designer before installing. Note that
running the uninstaller will result in a loss of data. Please contact BMC support for clarification
before attempting this as part of an installation or upgrade.
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Note: The PDICT tool only installs visible fields onto the Best Practice view of the forms used for the
integration and does not install onto any other views. If you require the visible fields on other views
then you would need to manually add these to the required views and perform any translation of field
labels to localise them as necessary.
Manual Import of the Process Designer Remedy Application
If you are unable to use PDICT (due to the version of your ITSM / SRM applications not being
supported) or would rather perform the installation manually, you must perform the installation steps
detailed below using either Developer Studio or the BMC Remedy Admin Tool depending on the
version of Remedy you are running on your server.
Using Developer Studio
1) Login to the Remedy Developer Studio and click File > Import...
2) Select Application as the import source and click Next >
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3) Select your server and click Next >
4) Browse for and select the Process Designer Remedy definition file, CORE.def (Default
location: C:\Program Files(x86)\BMC Software\Process Designer 8\Integration and
Configuration Tool\Resources).
5) click Next>
6) You should see the Process Designer application listed. Select the options as shown below
and click Finish to import.
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7) If you see any errors, contact BMC support for assistance.
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If the import is successful, select the Process Designer application and right-click for the
popup menu. Select Edit Application
8) Open the General section and change the applications state to either Test or Production
and save the changes.
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4.2.
Creating a Process Designer Server (ARID) User
NOTE:
It may be necessary to flush the mid-tier cache before creating a user with Process Designer
Administrator permissions, since the permission groups created in the PDICT install may not initially
be visible in a mid-tier user session.
The Process Designer Server will be used by the ARID plugin, which performs all server side task
processing. This user must be a remedy Administrator user and have Process Designer
Administrator permissions.
In addition, if you are using Process Designer with ITSM or SRM applications, please follow the
following guidelines to avoid permission based issues preventing task processing from being
completed:
It is advised to set up the Process Designer user with a CTM:People record, not just a User
record.
To ensure that the process can view or update records in these applications, the ARID
Configuration user also requires certain BMC application permissions as follows:
Application
Process Designer
Incident Mgmt
Permission Required
Process Designer Administrator
Incident Master
Change Mgmt
Infrastructure Change Master
Problem Mgmt
Problem Master
SRM
Work Order
Task
Service Request Master

Work Order
Task Master
Licence Required
N/A
Incident Fixed or
Floating
Change Fixed or
Floating
Problem Fixed or
Floating
N/A
N/A
N/A
In a multi tenancy environment, the user must be granted unrestricted access
In order to update ITSM requests, the user must be a member of a support group.
The above guidelines will cover most normal task processing activities. There may however
be additional permissions and functional roles required, depending on exactly what a specific
process demands in terms of creating and updating ITSM records.
Lack of any required permissions will cause errors when running a particular process, in the
same way as they would if the Process Designer server user were performing the action
manually.
4.3.
Creating a Private Queue for the Process Designer Server
It is recommended that in a production environment that the Process Designer Server be given its
own private thread pool to avoid conflict with other users and processes when performing operations
on the Remedy Server. On Development or other low volume servers, this step is not required and
the process designer server will use the general thread pools
The server queue must have a minimum of 2 threads available. The maximum number of threads will
depend on how many worker threads you require to perform server side operations. In general, the
higher this value, the faster the process designer server will be able to complete its operations in a
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high load environment, however giving too many threads to this function may result in slowing down
other areas of your remedy system. The recommended initial values are a minimum of 2 threads and
a maximum of 8. This will allow up to 7 operations to be performed concurrently if required.
Use the System -> General-> Server Information form accessed from the AR System
Administration Console to create a new private queue.
4.4.
Installing the Process Designer Server Software
Installing Process Designer on a Windows Server

After downloading and extracting the Process Designer server software onto your Remedy
Application server, run the setup.exe file under the Setup/Server folder. You must run this setup on
your Remedy server.
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Click Next> to continue

You must agree to the licence agreement before continuing with the installation
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Click Next> to continue
Select the folder on your Server for the server installation, ensure that the installation option is set to
Everyone and click on Next > to continue.
Click Next > to continue.
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Enter your server name and port number and the username and password for the Abydos Process
Designer user defined in the previous step. This account is used to connect Process Designer to
your Remedy server. If you want to use a private RPC queue to connect (as created in step 4.3),
select the checkbox and enter the RPC Prog Number.
An attempt will then be made to connect to the Remedy server to test the connectivity. If this is
successful then the following screen will be displayed:
Choose to manually update the BMC Remedy configuration file (ar.cfg) and the BMC Remedy Plug-in
server configuration file (pluginsvr_config.xml) OR allow the installer to make the changes to append
the required references to these files for the Process Designer Java Plug-ins.
If you allow the Installer to make the changes automatically, a backup copy of your existing file will be
made prior to the update. You will then be reminded to restart your Remedy service for these
changes to take effect. If you chose to manually update these files, please refer to Appendix C on
how to do this.
You must stop your Remedy service when prompted to allow the ar.cfg file to be updated.
Click OK once the service has been stopped.
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You must now restart your remedy AR Service
Select OK then the following screen is displayed to indicate successful installation:
The Process Designer Server installation has now completed. Click Close.
Installing Process Designer on a UNIX Server

If your Remedy sever is a non-Windows server then you should manually copy the required files to
your Remedy server.
From your Process Designer server download files for your UNIX operating system or request a copy
from BMC Support, then copy the following files to the specified location:
Filename
ARID.jar
abyd-server-lib.jar
ARAdminPass.jar
arapi7604_build002.jar
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Location
<ARID Configuration Path>
<ARID Configuration Path>/lib
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where <ARID Configuration Path> is your selected folder for the location of the Process Designer
server installation.
Add a file called ARID.xml to the <ARID Configuration Path> folder on your Remedy server. This file
specifies the login information that Process Designer will use to connect to the remedy server. It
should have one of the following two formats:
Using a .dat file to obtain the user and password (secure - recommended)
<?xml version="1.0" encoding="UTF-8"?>
<ARID version="8.3.2">
<arserver name="{servername}" port="{port}" rpcport="{rpc}"/>
<authentication file="{filepath}"/>
</ARID>
Using a hard coded logon (insecure use for troubleshooting purposes only)
<?xml version="1.0" encoding="UTF-8"?>
<arserver name="{servername}" port="{port}" rpcport="{rpc}">
<authentication user="{user}" password="{password}"/>
</ARID>
Where:
{server} is the name, alias or ip address of the remedy server to which ARID should connect
{port} is the port through which to connect to the server (0 if portmapper is used)
{rpc} is the name of a private thread queue which ARID will use (0 if using public threads)
{user} is the name of an Administrator user (or at least a user with sufficient permissions to
carry out the task processing required by Designer)
{password} is the password of this user
{file} is the location of the ari.dat file produced when the username and password is
configured in the Process Designer System Configuration entry. If just the file name is given,
the directory containing the ARID.xml file will be assumed.
Examples:
<?xml version="1.0" encoding="UTF-8" standalone="no"?>
<arserver name="localhost" port="0" rpcport="0">
<authentication file="ari.dat"/>
</ARID>
<arserver name="192.168.3.11" port="0" rpcport="13100">
<authentication user="Demo" password="password"/>
</ARID>
Once installed, locate your ARS configuration file ar.conf (usually in <AR install dir>/CONF) and add
the following lines:
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Server-Plugin-Alias: ABYDOS.ARID.FILTERAPI ABYDOS.ARID.FILTERAPI <servername>:<port>
Server-Plugin-Alias: ABYDOS.ARF.ARADMINPASS ABYDOS.ARIF.ARADMINPASS <servername>:<port>
where <servername> is the name of your server and <port> is the port used by the server plugin,
usually 9999.
You will then need to update the pluginsvr_config.xml file (default location: <AR intall dir>/pluginsvr).
Add these lines to the bottom of the file but before the very last </plugins> entry:
<plugin>
<name>ABYDOS.ARID.FILTERAPI</name>
<type>FilterAPI</type>
<code>JAVA</code>
<filename>{ARID Configuration Path}\ARID.jar</filename>
<classname>com.abydosworkflow.designer.arid.ARPlugin</classname>
<pathelement type="location">{ARID Configuration Path}\abyd-server-lib.jar</pathelement>
</plugin>
<plugin>
<name>ABYDOS.ARF.ARADMINPASS</name>
<code>JAVA</code>
<classname>com.abydosworkflow.designer.ARPlugin</classname>
<filename>{ARID Configuration Path}\ARAdminPass.jar</filename>
</plugin>
where {ARID Configuration Path} is your selected folder for the location of the Process Designer
You must then restart your Remedy service for these changes to take effect.
4.5.
Installing the Process Designer Client
Only follow these steps if you don't want to use the web-version of the this tool which can be
launched directly from Mid-Tier.
The Process Designer client component has its own setup program available from within the client
folder of your Process Designer client software download.
After running the setup, you will be presented with this screen:
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Click on Next > to Continue
Select the installation folder to use for the Client installation then click Next > to continue.
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Click Next > to Continue

After a few moments the installation will start and run through to completion without any further user
input. Upon successful completion you should see a message like this:
Click Close to close the installation wizard.
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4.6.
Post-installation Tasks
Configure Process Designer Application User

This user will be given permissions to
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.
This user can then be used to login to the Process Designer client or update Process Designer
configuration data in Remedy.
Additional Process Designer users can be added later on, if required.
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Process Designer Configuration

For Windows users, this is performed automatically during the server setup. For UNIX/Linux users,
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 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 Manager server software and
aradminpass file is installed. Use the Default
button to select the default location for a windows
server.
The name of the BMC Remedy user with Remedy
Administrator permissions, Process Designer and
ITSM/SRM 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
Delete Successful Jobs (Yes/No)

Logging Type (Form / File)
Logging Level (None, Error, Milestone,

Detail, Debug)
Log File
Auto-Release Tasks
Cancel Redundant Tasks
The timeout period for a worker thread to complete

a job.
The maximum number of worker threads For
servers using a private queue for processing this
should be set to one less than the number of
threads assigned to the Private RPC Queue
configured on your Remedy server (see section
4.3 for details).
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 events
from the Process Designer plugins. 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)
If the user/password has been updated, click on the Update Password File button to update this
setting.
Click the Apply button to confirm all changes.
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Process Tracker Installation & Configuration
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 and the Data Visualization Configuration entries in Appendix
F.
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.
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5. Uninstalling Process Designer

5.1. Uninstalling the Process Designer Core Application and Integration to
ITSM or SRM
IMPORTANT NOTE:
By running the PDICT uninstaller, forms and fields containing data will be deleted. If this data is
required, you will need to export it first. The alternative is to complete the uninstall process manually.
Please contact BMC support for more information on how to perform the uninstall steps manually.
To uninstall the Process Designer Integration to ITSM or SRM and the Core Process Designer
Application, first launch the Process Designer Installation and Configuration Tool (PDICT). After
logging on, select the Uninstall Option.
The customisation mode used to install Process Designer integrations should automatically be
detected. This is based on the customisation type of the Process Designer Application. You must use
the same customisation mode to uninstall as was used to install.
Click Finish to begin the uninstall process.
Note for uninstalling manual integrations

If you installed any customisations or the Process Designer Application manually, you may have a
situation where some of the objects were installed in best practice mode, and some in base
development mode. In this situation you can run the uninstaller twice, first in one mode, then the
other. Any errors that occur can be skipped.
5.2. Uninstalling Process Designer Server

On Windows Servers, select BMC IT Service Management - Process Designer Server from
Add/Remove Programs option within Control Panel. BMC recommends that you temporarily stop the
BMC Remedy service during uninstall.
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PROCESS DESIGNER
For non-Windows Server installations, you will need to manually delete the Process Designer server
files. As these include Filter API Plug-in libraries BMC recommends that you perform the following
steps:
1. Stop your BMC Remedy server (using arsystem stop script)
2. Edit your ar.conf file and remove entries related to the following java plugins:
ABYDOS.ARID.FILTERAPI
ABYDOS.ARF.ARADMINPASS
3. Edit your pluginsvr_config.xml file and remove the entries related to the above java plugins
4. Re-start your BMC Remedy server (using arsystem start script)
You can now delete the Process Designer files in the Process Designer server root folder
5.3. Uninstalling Process Designer client software

The BMC IT Service Management - Process Designer client software can be removed through
Add/Remove Programs option within the Windows Control Panel.
5.4. Uninstalling Process Designer Integration Tool (PDICT)

The BMC IT Service Management - Process Designer Integration Tool can be removed through
Add/Remove Programs option within the Windows Control Panel.
5.5 Additional Uninstall steps

To uninstall the mid-tier Data Visualisation Modules, the following six data configuration entries
should be removed:
Form
Data Visualization
Module
Data Visualization
Module
Data Visualization
Definition
Data Visualization
Definition
Data Visualization
System Files
Data Visualization
System Files
Data Visualization
System Files
Identifying Field
Module Name
Field Value
requestTrackerDVM
Module Name
designerDVM
Module Name
requestTrackerDVM
Module Name
designerDVM
Name
DesignerDVM.jar
Name
RequestTrackerDVM.jar
Name
JDiagram.jar
Once these entries have been removed, you should re-start your web service.
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Appendix A: Manual Integration of Process Designer with ITSM or

SRM
Only follow these steps if:
1.
You have decided NOT to use the Process Designer Installation and Configuration Tool
(PDICT)
2. You have a version of ITSM or SRM that is not supported by PDICT. For a list of supported
platforms, please refer to the Process Designer What's New Guide.
3. You have attempted an PDICT install, but received errors in performing some of the steps
If your BMC Remedy server is 7.6.4 or later, then you should consider whether you want to create
overlays of these forms prior to adding the Process Designer fields. To do so, you must be using
BMC Developer Studio 7.6.4 in Best Practice Customization mode. To create the overlay, select the
form in the object list and select Create Overlay from the right-click menu option. For more details,
please refer to BMC Remedy Action Request System 7.6.04 Form and Application Objects
Guide.
Use of overlays is NOT required for the correct functioning of Process Designer with ITSM or SRM.
The following sections correspond with the installation steps performed by PDICT. (If the PDICT
installation fails for some reason part way through, you can perform the manual installation from the
corresponding steps below). BMC Developer Studio is required for all manual steps.
CORE Installation Steps
If you are completing the CORE install, you will need to perform the following steps:
PDICT Operation
CORE INSTALL A - Configure DVM Entries
Corresponding Manual Steps

This step creates the configuration entries
required for the Following Data Visualization
Modules:
RequestTrackerDVM
DesignerDVM
Using the BMC Remedy user tool, create
entries in the following forms as detailed in
Appendix F DVM Configuration:
Data Visualization Module
Data Visualization Definition
Data Visualization System Files
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PDICT Operation
CORE INSTALL B - Import Process Designer
Application

Using the BMC Remedy Developer Studio
Tool, import the Process Designer core
application.
By default, these files are located in the folder
C:\Program Files\BMC Software\Process
Designer 8\Integration and Configuration Tool
and Configuration Tool\Resources
The file to import is named ABYD-Core.def
Note that in Remedy 7.6.04 or higher all
objects will be imported with a customisation
type of unmodified. If any of the objects
imported already exist on the server with a
customisation type of custom, the import will
fail and these objects must first be deleted
before re-trying the import. If any objects are
overlaid, the base object will be imported, but
the overlay will still be applied.
Following this import, you must also:
Change the state of the application Process
Designer to Production
Add the following forms to the application:
ABYS:CFG:CombinedCategorisation
ABYD:Console
CORE INSTALL C - Create SQL Configuration

Entries
CORE INSTALL D - Create JNLP Entry
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Contact BMC Support for further assistance if

required.
Using the BMC Remedy user tool, you must
create the entries in form ABYD:SQL
Queriesdetailed in Appendix G.
Using the BMC Remedy user tool, you must
create an entry in form ABYD:JNLP detailed in
Appendix G.
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If you are Integrating with Incident, Change or Problem Applications, you will need to perform the
following steps:
PDICT Operation
SECTION 1A - Update Status Reason Fields
Open the form called ABYI-AdditionalFieldson TMS:Task
Task and follow the instructions on the Step 3
tab
SECTION 1B - Update Status Reason Fields
Open the form called ABYI-AdditionalFieldson TMS:MetricsSummary
tab
SECTION 1C - Update Status Reason Fields
Open the form called ABYI-AdditionalFieldson TMS:SummaryData
tab
SECTION 1D - Add Status Reason Menu
Open the form called ABYI-AdditionalFieldsItems for form TMS:Task
tab
Open the Form called ABYI-AdditionalFieldsTask and follow the instructions on the Step 2
SECTION 2A - Add Outcome field to
tab.
TMS:Task
Open the Form called ABYI-AdditionalFieldsSECTION 2B - Add Hidden page and fields to
TMS:Task
tab.
Open the Form called ABYI-AdditionalFieldsTask and follow the instructions on the Step 2
SECTION 2C - Add Additional Details Page
tab.
and Fields to TMS:Task
Follow these steps (sections 3 and 4) if you are installing Process Designer for use with your BMC
SRM application:
PDICT Operation
SECTION 3A - Create Tasks Page on
SRM:Request
SECTION 3B - Create Process Details Page
on SRM:Request
SECTION 3C - Create Process Designer Page
- SRM:Request
SECTION 3D Add Approver to
SRM:RequestAPDetail Join Form
SECTION 4A -Add Fields to

SRD:ServiceRequestDefinition_Base
SECTION 4B -Add Fields to

SRD:ServiceRequestDefinition
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Open the form called ABYI-AdditionalFieldsParent and follow the instructions on the upper
half of the Step 2 tab.
Open the form called ABYI-AdditionalFieldsParent and follow the instructions on lower half
of the Step 2 tab.
Open the form called ABYI-AdditionalFieldsParent and follow the instructions on the Step
4 tab.
This step only required if you are integrating
Process Designer with SRM 2.2:
Open the form called ABYI-AdditionalFieldsParent and follow the instructions relating to
the Process Designer Approver field on the
Step 4 tab by adding to the SRM:Request and
SRM:RequestAPDetail Join form.
Open the form called ABYI-AdditionalFieldsSRM and follow the instructions on the Step 2
tab, sub-tab called
tab, sub-tab called
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PDICT Operation
SECTION 4C -Add Fields to
SRM:AOT_PDTSelectionDlg
SECTION 4D -Add Fields to

SRS:ServiceRequestConsole & Update table
properties.
SECTION 4E -Add Fields to

SRS:RequestDetails
SECTION 4F - Import
ABYS:SRM:Request_TaskFieldJoin

tab, sub-tab called
tab. Then follow the instructions in the section
below called Additional Configuration for
SRM 2.2/7.5/7.6.x
tab.
Import the form
ABYS:SRM:Request_TaskFieldJoin from the
ABY-SRM-vXXXX.def file where vXXXX
identifies to the version of SRM installed
Follow these steps if you are installing Process Designer for use with your Work Orders, i.e. you want
to run processes from Work Orders:
PDICT Operation
SECTION 5A - Create Process Designer Page
- WOI:WorkOrder

4 tab, creating the new fields on the
WOI:WorkOrder form.
SECTION 5B - Create Additional Data Page Open the form called ABYI-AdditionalFieldsWOI:WorkOrder
Parent and follow the instructions on the Step
5 tab, creating the new page and table on the
WOI:WorkOrder form
SECTION 5C - Add Buttons to Task Page
4 tab for copying buttons to the Tasks tab on
the WOI:WorkOrder form
Follow these steps if you are installing Process Designer for use with your ServiceDesk, i.e. you want
to run processes from Incidents:
PDICT Operation
SECTION 6A- Create Process Designer Page
on HPD:Help Desk
SECTION 6B - Create Additional Details Page

on HPD:Help Desk
SECTION 6C - Add Process Designer Buttons

to HPD:Help Desk
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HPD:Helpdesk form.
HPD:Helpdesk form
the HPD:Helpdesk form.
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If you plan to use Process Designer to create Incidents from Service Requests then you
should also complete this step:
PDICT Operation
SECTION 6D- Create SRM Details Table on
HPD:Help Desk

tab for copying the Additional Service Request
Data table to the HPD:Helpdesk form.
Follow these steps if you are installing Process Designer for use with your Change Management
Application, i.e. you want to run processes from Change Requests:
PDICT Operation
on CHG:Infrastructure Change

on CHG:Infrastructure Change
SECTION 7C Add Process Designer Buttons

to Task Tab to CHG:InfrastructureChange
SECTION 7D - Add SRM Details Table to

CHG:Infrastructure Change
SECTION 7E - Add Approver to

CHG:Infrastructure ChangeAPDetail Join
Form

CHG:Infrastructure Change form.
CHG:Infrastructure Change form.
the CHG:Infrastructure Change form.
Complete this step if you have SRM and are
planning to create Change Requests from
Service Requests using Process Designer.
tab for copying the Additional Service Request
Data table to the CHG:Infrastructure Change
form.
4 tab for copying the Process Designer
Approver field to on CHG:Infrastructure
ChangeAPDetail Join Form.
Follow these steps if you are installing Process Designer for use with your Problem Management
Application, i.e. you want to run processes from Problem Records:
PDICT Operation
on PBM:Problem Investigation

on PBM:Problem Investigation
SECTION 8C - Add Process Designer Buttons

to PBM:Problem Investigation
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PBM:Problem Investigation form.
PBM:Problem Investigation form.
the PBM:Problem Investigation form.
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Complete this step for all installations. If your BMC Remedy server is 7.6.4 or later then consider
whether you want to create overlays of the filters prior to modification and use the BMC Remedy
Developer Studio 7.6.04 or later to perform the modifications.
PDICT Operation
SECTION 9A - Modify OOTB
Filters on TMS:Task

For each of the following filters, disable the filter, then
take a copy and prefix with ABYS:, then modify the
qualification by appending the following to the end of the
RUN-IF qualification for each filter:
AND ('550000015' = $NULL$)
TMS:TAS:PostAssignPendingToAssigned
TMS:TAS:PendingToAssigned
TMS:TAS:CheckActualDates_ClosedStatus-E (ITSM
7.6 Only)
TMS:TAS:ActualDateReq_OnClosed
TMS:TAS:PreventStatusTransition_Inactive
TMS:SHR:PreventReopenOfComplete
For the last filter in this list only, change the primary form
on the new copied version to TMS:Task
Finally, enable the new copied filters.
Complete this step is you are planning to use Process Designer with your Change Management
application. If your BMC Remedy server is 7.6.4 or later then consider whether you want to create
overlays of the filters prior to modification and use the BMC Remedy Developer Studio 7.6.04 or later
to perform the modifications.
PDICT Operation
SECTION 9B - Modify OOTB
Filters on CHG:Infrastructure
Change

For each of the following filters/active links, disable the
object, then take a copy and prefix with ABYS, then
modify the qualification by appending the following to the
end of the RUN-IF qualification:
AND ('550000001' = $NULL$)
Filters
INT:CHGTMS:CRQ:PreventBackOperationIfOpenTasks1
(ITSM 7.6 Only)
INT:CHGTMS:CRQ:PreventStatusClosedIfOpenTasks1
Active Links
CHG:CRQ:Cancel_New_Clear Task (Active Link, ITSM
7.6, 7.6.3 and 7.6.4 Only)
Finally, enable the new copied filters/active links
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PROCESS DESIGNER
Complete this step is you are planning to use Process Designer with your Helpdesk (Incident)
application. If your BMC Remedy server is 7.6.4 or later then consider whether you want to create
overlays of the filters prior to modification and use the BMC Remedy Developer Studio 7.6.04 or later
to perform the modifications.
PDICT Operation
SECTION 9C - Modify
OOTB Filters on
HPD:HelpDesk

For each of the following filters/active links, disable the object, then
take a copy and prefix with ABYS, then modify the qualification by
appending the following to the end of the RUN-IF qualification:
AND ('550000001' = $NULL$)
Filters
INT:HPDTMS:INC:ResolutionCheckOpenTask_670_ErrorMessage
Active Links
INT:HPDTMS:INC:Cancel_New_Clear Task (Active Link, ITSM
7.6, 7.6.3 and 7.6.4 only)
Complete this step is you are planning to use Process Designer with Work Orders application. If your
BMC Remedy server is 7.6.4 or later then consider whether you want to create overlays of the filters
prior to modification and use the BMC Remedy Developer Studio 7.6.04 or later to perform the
modifications.
PDICT Operation
SECTION 9D - Modify OOTB
Filters on WOI:Work Order

object, then take a copy and prefix with ABYS, then modify
the qualification by appending the following to the end of the
RUN-IF qualification:
AND ('550000001' = $NULL$)
Filters
WOI:WOI:PreventStatusClosedIfOpenTasks1
Active Links
WOI:WOI:Cancel_New_Clear Task
Complete this step is you are planning to use Process Designer with your Service Request
Management application. If your BMC Remedy server is 7.6.4 or later then consider whether you
want to create overlays of the filters prior to modification and use the BMC Remedy Developer Studio
7.6.04 or later to perform the modifications.
PDICT Operation
SECTION 9E - Modify OOTB
Filters on

object, then take a copy and prefix with ABYS, then
modify the qualification by appending the following to the
end of the RUN-IF qualification:
AND ('550000001' = $NULL$)
Filters:
SRD:SRD:CheckPDTExist_Err
Finally, enable the new copied filter.
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Complete this step for all installations:

PDICT Operation
SECTION 10 - Import new
workflow

Using the BMC Remedy Developer Studio Tool, if you
are integrating with Incident, Problem or Change or
Work Order applications import the custom objects
required for Process Designer Integration.
By default, these files are located in the folder
C:\Program Files(X86)\BMC Software\Process Designer
8\Integration and Configuration Tool\Resources
where XXX represents the PDICT version number.
First import the base definition file provided with the
Process Designer Software called
ABY-ITSM-7.6-Base-vXXX.def
Then import the integration definition files that
correspond to the application that you are installing
against. For example, for integration to Change
Management, import the definition file called
ABY-ITSM-7.6-CHG-vXXX.def
If you are integrating with SRM 7.6.04 then import the
SRM definition file that corresponds to your version of
SRM.
For SRM 7.6.4, import the definition file called
ABY-SRM-7.6.03+-vXXX.def
If any errors occur during import, correct the issue
causing the error before re-importing. Usually the issue
will be caused by failure to complete an earlier step.
Contact BMC Support for further assistance if required.
Note that in Remedy 7.6.04 or higher all objects will be
imported with a customisation type of unmodified. If any
of the objects imported already exist on the server with a
customisation type of custom, the import will fail and
these objects must first be deleted before re-trying the
import. If any objects are overlaid, the base object will be
imported, but the overlay will still be applied.
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Complete this step for integrations with Incident or Service Request Management:
PDICT Operation
SECTION 11A - Configure
Refer to the Process Designer Configuration Guide for
Approvals - Change Management
details on how to configure approvals and assignment
SECTION 11B - Configure
rules for use with your application.
Approvals - SRM
SECTION 11C - Configure
Approval Assignment Rules
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Additional Configuration for SRM 7.6.04

There is an additional step in integrating with SRM this is due to the behaviour of the Service
Request Table field on the Service Request Console. This step is normally performed by PDICT and
is therefore only required if you are installing manually.
1)
2)
3)
4)
5)
Log into the server in Development Studio

Open SRS:ServiceRequestConsole Form
Navigate to the My Requests Panel
Open the properties for the table z2TH_ServiceRequests
Make the following changes to the following property values
Attributes Add a descending Sort level of Request ID
Display Set the values for the Initial Row Selection and Refresh Row Selection to be:
Select First, Fire Workflow
Note: These values may already be set Out Of The Box.
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Appendix B: Troubleshooting
The following issues have been identified with specific releases of ITSM, SRM, BMC Remedy MidTier and the BMC Remedy User Tool:
Description of Problem
Process Designer Wizard malfunctions when
running within Remedy User Tool 7.5 Patch 7
Resolution
Remedy User Tool 7.5 Patch 7 is not supported
due to a known defect. This defect also applies
to AR 7.6.04. BMC recommends that if your
system is AR 7.5 or lower to use AR User Tool
Patch 6 and if higher to use mid-tier until this can
be fixed. (SW00384215 and SW00380989)
Approval rejections do not work as expected
There is a known issue with ITSM 7.6 Change

Request Approvals (Defect SW368693); See
BMC Support Knowledgebase entry 20030783
for details on how to rectify this issue.
This is a known Mid-Tier Defect - reference:
SW00375143. This error potentially affects Mid
Tier releases of 7.5 prior to Patch 7, and was
officially fixed by BMC in Patch 7.
Problems can arise with the plugin server
configuration when updating AR Server 7.5 with
patches. The configuration files for the plugin
server are sometimes overwritten with fresh
copies, meaning that any references that were in
there originally are overwritten. To fix this issue
refer to BMC Knowledgebase entry 20025495
This is a known issue and was fixed in the
release of 7.6.04. (See Defect SW00382267)
Error Displayed in Process Designer Wizard

when using dynamic menus: ARERR 9372
(Bad Menu)
Errors in arerror.log errors referring to plugins
not existing.
Approval Server Terminates when running an

SRM Approval on AR 7.6.03
If you have problems getting the Process Designer Java Plug-in to work, check the version of Java
that is currently used by the BMC Remedy Plug-in server:
The Process Designer Plug-in needs to run with Java version 1.6 or later. To check the version
currently being used by the BMC Remedy Plug-in server, locate the file called armonitor.cfg (default
location: C:\Program Files\BMC Software\AR System\Conf) on your Remedy application server.
Any references to jre1.5 or earlier for the pluginsvr line in this file should be commented out and
replaced with this entry:
"<javapath>" -Xmx512m -classpath "C:\Program Files\BMC
Software\ARSystem\pluginsvr;C:\Program Files\BMC
Software\ARSystem\pluginsvr\arpluginsvr7604_build002.jar"
com.bmc.arsys.pluginsvr.ARPluginServerMain -x <servername> -i "C:\Program Files\BMC
Software\ARSystem" -m
where <servername> is your server name and <javapath> is the location of your java 6 runtime
binaries (default location: C:\Program Files\Java\jre6\bin\java).
If you need to change this file, you must re-start the BMC Remedy service to pick up the change.
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Appendix C: Manual Update of BMC Remedy Configuration Files

If you chose to manually update your Remedy configuration files, you will need to append the
following lines to your ar.cfg file (default location: C:\Program Files\BMC Software\AR System\conf)
Server-Plugin-Alias: ABYDOS.ARID.FILTERAPI ABYDOS.ARID.FILTERAPI <servername>:<port>
Server-Plugin-Alias: ABYDOS.ARF.ARADMINPASS ABYDOS.ARIF.ARADMINPASS <servername>:<port>
where <servername> is the name of your server and <port> is the port used by the server plugin,
usually 9999.
You will then need to update the pluginsvr_config.xml file (default location: C:\Program Files\BMC
Software\AR System\pluginsvr). Add these lines to the bottom of the file but before the very last
</plugins> entry:
<plugin>
<name>ABYDOS.ARID.FILTERAPI</name>
<code>JAVA</code>
<filename>{ARID Configuration Path}\ARID.jar</filename>
<classname>com.abydosworkflow.designer.arid.ARPlugin</classname>
<pathelement type="location">{ARID Configuration Path}\abyd-server-lib.jar</pathelement>
</plugin>
<plugin>
<name>ABYDOS.ARF.ARADMINPASS</name>
<code>JAVA</code>
<classname>com.abydosworkflow.designer.ARPlugin</classname>
<filename>{ARID Configuration Path}\ARAdminPass.jar</filename>
</plugin>
where {ARID Configuration Path} is your selected folder for the location of the Process Designer
You must then restart your Remedy service for these changes to take effect.
The Process Designer Server installation will also create a file called ARID.xml which contains
connection and authentication information for Process Designer to connect to your Remedy server. If
you need to update or manually re-create this file, please follow these steps:
Add or update the file ARID.xml in the Process Designer server folder, (default location: C:\Program
Files (x86)\BMC Software\Process Designer 8\Server). This file specifies the login information that
Process Designer will use to connect to the remedy server. It should have one of the following two
formats:
a) Using a .dat file to obtain the user and password (secure - recommended):
<authentication file="{filepath}"/>
</arserver>
b) Using a hard coded logon (insecure use for troubleshooting purposes only):
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<authentication user="{user}" password="{password}"/>
</arserver>
Where:
{server} is the name, alias or ip address of the remedy server to which ARID should connect
{port} is the port through which to connect to the server (0 if portmapper is used)
{rpc} is the name of a private thread queue which ARID will use (0 if using public threads)
{user} is the name of an Administrator user (or at least a user with sufficient permissions to
carry out the task processing required by Designer)
{password} is the password of this user
{file} is the location of the ari.dat file produced when the username and password is
configured in the Process Designer System Configuration entry. If just the file name is given,
the directory containing the ARID.xml file will be assumed.
Examples:
<arserver name="localhost" port="0" rpcport="0">
<authentication file="ari.dat"/>
</arserver>
<arserver name="192.168.3.11" port="0" rpcport="13100">
<authentication user="Demo" password="password"/>
</arserver>
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Appendix D: Fields Added as part of the ITSM Integration

The following forms are modified as part of the installation:
TMS:Task
TMS:MetricsSummary
TMS:SummaryData
The ITSM forms that can be additionally modified during the integration are:
HPD:Help Desk
PBM:Problem Investigation
Form (View)
Field Name
Field ID
Label
Field Type
(Best Practice View)
Abydos AuditFlag
550000040
Audit
Selection
(Optional)
Abydos Notify Recipient
550000021
Notify Recipient
Selection
(Optional)
Abydos Notify Text
550000020
Notify Text
Character
(Optional)
Abydos Process Name
550000001
Process Name
Character
(Optional)
Abydos Process Status
550000004
Process Status
Character
(Optional)
Abydos Process Version
550000008
Process Version
Integer
(Optional)
Abydos SLA Name
550000007
SLA Name
Character
(Optional)
Abydos Tasks Generated
550000009
Tasks Generated
Selection
(Optional)
Abydos Template ID
550000005
Template ID
Character
(Optional)
Abydos Use Wizard?
550000050
Use Wizard?
Selection
(Optional)
Active Tasks
550000110
Active Tasks
Character
(Optional)
btn_Abydos Wizard
550000101
Process Wizard
Control
btn_View Request Status
550000103
Process Tracker
Control
Form_Name
550000015
Form_Name
Character
(Optional)
Locale_Name
550000010
Locale_Name
Character
(Optional)
Override Group
550000011
Process Designer Approver
550000120
Process Designer
Approver
Character
(Optional)
Support_Group_Name
550000013
Support_Group_Name
Character
(Optional)
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PROCESS DESIGNER
Form (View)
Field Name
Field ID
Label
Field Type
Total Fields Count
550000068
Total Fields Count
Integer
(Optional)
View_Name
550000016
View_Name
Character
(Optional)
z1D Abydos Task Type ID
550000137
z1D Abydos Task Type

ID
Character
(Display-Only)
z1D ProcessName
550000130
z1D Process Name
Character
(Display-Only)
z1D Template ID
550000135
z1D Template ID
Character
(Display-Only)
z1PF_Additional Details
555000001
Additional Details
Page / Panel
z1PF_ProcessDesigner
555000000
Process Designer
Page / Panel
z2TF_Add_SR_Data_CharValue
550000093
Character Value
Column
z2TF_Add_SR_Data_FieldName
550000092
Field Name
Column
z2TF_Char_Val
550000117
Character Value
Column
z2TF_Fld_Name
550000116
Field Name
Column
z2TH_Add_SR_Data
550000091
Table Field
Table
z2TH_ProcessData
550000115
Table Field
Table
z3Btn_Refresh_SRTable
550000125
Refresh
Control
z3Btn_Refresh_Table
550000114
Refresh
Control
z5Text_Additional_Data
550000113
Trim
z5Text_SRM_Title
550000118
Trim
HPD:Help Desk (Best Practice

View)
View)
View)
View)
View)
View)
View)
View)
View)
View)
View)
View)
Abydos AuditFlag
550000040
Audit
550000021
Notify Recipient
Abydos Notify Text
550000020
Notify Text
Abydos Process Name
550000001
Process Name
550000004
Process Status
550000008
Process Version
Abydos SLA Name
550000007
SLA Name
550000009
Tasks Generated
Abydos Template ID
550000005
Template ID
Abydos Use Wizard?
550000050
Use Wizard?
Active Tasks
550000110
Active Tasks
btn_Abydos Wizard
550000101
Process Wizard
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Selection
(Optional)
Selection
(Optional)
Character
(Optional)
Character
(Optional)
Character
(Optional)
Integer
(Optional)
Character
(Optional)
Selection
(Optional)
Character
(Optional)
Selection
(Optional)
Character
(Optional)
Control
Version: 8.3.2
Date: May 2012
Page 43
PROCESS DESIGNER
Form (View)
Field Name
Field ID
Label
Field Type

View)
View)
View)
View)
550000103
Process Tracker
Control
Form_Name
550000015
Form_Name
Locale_Name
550000010
Locale_Name
Override Group
550000011
Character
(Optional)
Character
(Optional)
Selection
(Display-Only)

View)
View)
View)
View)
View)
View)
View)
View)
View)
View)
View)
View)
View)
View)
View)
(Default User View)
Support_Group_Name
550000013
Support_Group_Name
Total Fields Count
550000068
Total Fields Count
View_Name
550000016
View_Name
555000001
Additional Details
Character
(Optional)
Integer
(Optional)
Character
(Optional)
Page / Panel
555000000
ProcessDesigner
Page / Panel
550000093
Character Value
Column
550000092
Field Name
Column
z2TF_Char_Val
550000117
Character Value
Column
z2TF_Fld_Name
550000116
Field Name
Column
z2TH_Add_SR_Data
550000091
Table Field
Table
z2TH_ProcessData
550000115
Table Field
Table
550000125
Refresh
Control
z3Btn_Refresh_Table
550000114
Refresh
Control
550000113
Trim
z5Text_SRM_Title
550000118
Trim
Abydos AuditFlag
550000040
#Not in View#
Selection
(Optional)
(Default User View)
550000021
#Not in View#
Selection
(Optional)
(Default User View)
Abydos Notify Text
550000020
#Not in View#
Character
(Optional)
(Default User View)
Abydos Process Name
550000001
#Not in View#
Character
(Optional)
(Default User View)
550000004
#Not in View#
Character
(Optional)
(Default User View)
550000008
#Not in View#
Integer
(Optional)
(Default User View)
Abydos SLA Name
550000007
#Not in View#
Character
(Optional)
(Default User View)
550000009
#Not in View#
Selection
(Optional)
(Default User View)
Abydos Template ID
550000005
#Not in View#
Character
(Optional)
(Default User View)
Abydos Use Wizard?
550000050
#Not in View#
Selection
(Optional)
(Default User View)
Active Tasks
550000110
#Not in View#
Character
(Optional)
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Version: 8.3.2
Date: May 2012
Page 44
PROCESS DESIGNER
Form (View)
Field Name
Field ID
Label
Field Type
(Default User View)
btn_Abydos Wizard
550000101
#Not in View#
Control
(Default User View)
550000103
#Not in View#
Control
(Default User View)
Form_Name
550000015
#Not in View#
Character
(Optional)
(Default User View)
Locale_Name
550000010
#Not in View#
Character
(Optional)
(Default User View)
Override Group
550000011
#Not in View#
Selection
(Display-Only)
(Default User View)
Support_Group_Name
550000013
#Not in View#
Character
(Optional)
(Default User View)
Total Fields Count
550000068
#Not in View#
Integer
(Optional)
(Default User View)
View_Name
550000016
#Not in View#
Character
(Optional)
(Default User View)
555000001
#Not in View#
Page / Panel
(Default User View)
555000000
#Not in View#
Page / Panel
(Default User View)
z2TF_Char_Val
550000117
#Not in View#
Column
(Default User View)
z2TH_ProcessData
550000115
#Not in View#
Table
(Default User View)
550000113
#Not in View#
Trim
TMS:Task (Default Admin

View)
View)
View)
View)
View)
View)
View)
View)
View)
View)
View)
View)
View)
View)
View)
View)
View)
Abydos Assignee Group
550000036
Abydos Assignee Group
Abydos Assignment Count
550000041
Abydos Assignment Rule
550000020
Abydos Assignment
Count
Assignment Rule
Abydos AuditFlag
550000040
Abydos Business Calendar
550000027
Business Calendar
Abydos Dep Count
550000023
Dep Count
Abydos Group Assignment SQL
550000024
Group Assignment SQL
Abydos Integer-Display Only
550000026
Integer-Display Only
Abydos Outcome
550000016
Outcome
Abydos Outcome Chk
550000010
Abydos Outcome Chk
Abydos Parent Id
550000081
Abydos Parent Id
Abydos SLA Name
550000025
SLA Name
Abydos Task Type ID
550000015
Abydos Task Type ID
Abydos Template ID
550000006
Abydos Template ID
Abydos Test Assignment Rule
550000021
Test Assignment Rule
Abydos Tmp Outcome
550000080
Abydos Tmp Outcome
Abydos Wizard Outcome Label
550000082
Abydos Wizard
Outcome Label
Character
(Optional)
Integer
(Optional)
Character
(Optional)
Selection
(Optional)
Character
(Optional)
Integer
(Optional)
Character
(Optional)
Integer
(Display-Only)
Character
(Optional)
Character
(Optional)
Character
(Optional)
Character
(Optional)
Character
(Optional)
Character
(Optional)
Selection
(Optional)
Character
(Optional)
Character
(Optional)
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Version: 8.3.2
Date: May 2012
Page 45
PROCESS DESIGNER
Form (View)
Field Name
Field ID
Label
Field Type

View)
View)
View)
View)
View)
View)
View)
View)
View)
View)
View)
Abydos Workdays Tag
550000049
Abydos Workdays Tag
Abydos_Starting_Task
550000100
Abydos Starting Task
Parent Status Trigger
550000075
Parent Status Trigger
z1PF_AdditionalData
550000028
AdditionalData
Character
(Optional)
Character
(Optional)
Character
(Optional)
Page / Panel
555000000
Process Designer
Page / Panel
z2PF_Mandatory
550000031
Mandatory
Column
z2PF_RequestID
550000034
Request ID
Column
z2PF_Value
550000030
Value
Column
z2TF_FieldName
550000029
Field Name
Column
z2TH_AbydosAdditionalFields
550000032
Additonal Fields
Table
z3Btn_Abydos Enter Value
550000033
Enter Value...
Control
BMC Software, Inc.

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Version: 8.3.2
Date: May 2012
Page 46
PROCESS DESIGNER
Appendix E: Fields added as part of the Process Designer BMC

SRM Integration.
The SRM forms that are modified during the integration are:
SRM:Request
SRS:RequestDetails
SRS:ServiceRequestConsole
WOI:WorkOrder
Form (View)
Field Name
Field ID
Label
Field Type
(CSMView)
Abydos Console Process Name
550000047
#Not in View#
Character
(Optional)
(CSMView)
Abydos Launch Wizard
550000412
#Not in View#
Selection
(Optional)
(CSMView)
Abydos Use Process
550000000
#Not in View#
Selection
(Optional)
_Base (Support)
550000047
Process Name
Character
(Optional)
_Base (Support)
550000412
Selection
(Optional)
_Base (Support)
Abydos Use Process
550000000
Selection
(Optional)
(Default Admin View)
Abydos col_Process
550000303
Process Name
Column
Abydos col_Type
550000304
Template Type
Column
550000047
Process Name
Character
(Display-Only)
550000412
Selection
(Display-Only)
Abydos tbl_Templates
550000046
Table
Abydos Use Process
550000000
Selection
(Display-Only)
z2TF_ProcessType
550000305
Process Type
Column
SRM:Request (RQC Request

Master View)
Abydos AuditFlag
550000040
Audit
Selection
(Optional)

Master View)
550000413

Master View)
550000021
Notify Recipient
Selection
(Optional)

Master View)
Abydos Notify Text
550000020
Notify Text
Character
(Optional)

Master View)
Abydos Process Name
550000001
Process Name
Character
(Optional)

Master View)
550000004
Process Status
Character
(Optional)
BMC Software, Inc.

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Selection
(Optional)
Version: 8.3.2
Date: May 2012
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PROCESS DESIGNER
Form (View)
Field Name
Field ID
Label
Field Type

Master View)
550000008
Process Version
Integer
(Optional)

Master View)
Abydos SLA Name
550000007
SLA Name
Character
(Optional)

Master View)
550000009
Tasks Generated
Selection
(Optional)

Master View)
Abydos Template ID
550000005
Template ID
Character
(Optional)

Master View)
Abydos Use Wizard?
550000050
Use Wizard?
Selection
(Optional)

Master View)
Active Tasks
550000110
Active Tasks
Character
(Optional)

Master View)
btn_RefreshTaskTbl
550000070
Refresh
Control

Master View)
Form_Name
550000015
Form_Name
Character
(Optional)

Master View)
Locale_Name
550000010
Locale_Name
Character
(Optional)

Master View)
Override Group
550000011

Master View)
Process Designer Approver
550000120
Process Designer
Approver
Character
(Optional)

Master View)
Support_Group_Name
550000013
Support_Group_Name
Character
(Optional)

Master View)
Total Fields Count
550000068
Total Fields Count
Integer
(Optional)

Master View)
View_Name
550000016
View_Name
Character
(Optional)

Master View)
z1PF_Process Data
555000003
Process Data
Page / Panel

Master View)
555000000
Process Designer
Page / Panel

Master View)
z1PF_Tasks
555000002
Tasks
Page / Panel

Master View)
z2TF_AssigneeGroup
550000063
Assignee Group
Column

Master View)
z2TF_CharValue
550000088
Character Value
Column

Master View)
z2TF_FieldName
550000087
Field Name
Column

Master View)
z2TF_Outcome
550000064
Outcome
Column

Master View)
z2TF_OutcomeReq
550000124
Outcome Required
Column

Master View)
z2TF_TaskId
550000061
Task Id
Column

Master View)
z2TF_TaskName
550000062
Task Name
Column

Master View)
z2TF_TaskStatus
550000065
Task Status
Column

Master View)
z2TF_TskName
550000122
Task Name
Column

Master View)
z2TF_TskOutcome
550000123
Outcome
Column
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Selection
(Display-Only)
Version: 8.3.2
Date: May 2012
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PROCESS DESIGNER
Form (View)
Field Name
Field ID
Label
Field Type

Master View)
z2TH_OutcomeData
550000121
Table Field2
Table

Master View)
z2TH_Task
550000060

Master View)
z2TH_Task_Table
550000081
Table Field
Table
SRS:RequestDetails (SRS
User View)
User View)
User View)
User View)
Abydos Field Count
550000203
Field Count
Abydos Outcome Count
550000204
Outcome Count
Abydos Task Count
550000240
Task Count
Abydos Work Order Id
550000202
Abydos Work Order Id
Integer
(Display-Only)
Integer
(Display-Only)
Integer
(Display-Only)
Character
(Display-Only)
User View)
Active_Tasks
550000212
Active Tasks
Character
(Display-Only)
User View)
User View)
DVF_ProcessView
550000300
Process View
wsAddress
550000213
Address
Data
Visualisation
Character
(Display-Only)
User View)
User View)
User View)
User View)
(clenduser)
z3Btn_Abydos_Process_Details
550000230
Control
z3Btn_AbydosWizard_Button
550000211
Designer Process
Details
Process Wizard
z3Btn_FullScreen
550000214
Full Screen...
Control
z3Btn_Refresh
550000210
Refresh
Control
Active Tasks
550000403
#Not in View#
Character
(Display-Only)
(clenduser)
Console Launch Wizard
550000400
#Not in View#
Selection
(Display-Only)
(clenduser)
Current_Timestanp
550000406
#Not in View#
Integer
(Display-Only)
(clenduser)
Form_Name
550000411
#Not in View#
Character
(Display-Only)
(clenduser)
Locale_Name
550000408
#Not in View#
Character
(Display-Only)
(clenduser)
Query_Start_Time
550000405
#Not in View#
Integer
(Display-Only)
(clenduser)
Support_Group_Name
550000409
#Not in View#
Character
(Display-Only)
(clenduser)
View_Name
550000410
#Not in View#
Character
(Display-Only)
(clenduser)
z1D_Check for tasks
550000401
#Not in View#
Character
(Display-Only)
(clenduser)
z1D_Confirm_Submit
550000404
#Not in View#
Character
(Display-Only)
(clenduser)
z1D_NoTasksForGroup
550000402
#Not in View#
Character
(Display-Only)
(clenduser)
z2TF_AbydosLaunchWizard
550000413
#Not in View#
Column
(clenduser)
z3Btn_AbydosWizard
550000407
#Not in View#
Control
WOI:WorkOrder (Default User

View)
View)
Abydos AuditFlag
550000040
#Not in View#
550000021
#Not in View#
Selection
(Optional)
Selection
(Optional)
BMC Software, Inc.

Confidential
Table
Control
Version: 8.3.2
Date: May 2012
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PROCESS DESIGNER
Form (View)
Field Name
Field ID
Label
Field Type

View)
View)
View)
View)
View)
View)
View)
View)
View)
View)
View)
View)
View)
View)
Abydos Notify Text
550000020
#Not in View#
Abydos Process Name
550000001
#Not in View#
550000004
#Not in View#
550000008
#Not in View#
Abydos SLA Name
550000007
#Not in View#
550000009
#Not in View#
Abydos Template ID
550000005
#Not in View#
Abydos Use Wizard?
550000050
#Not in View#
Active Tasks
550000110
#Not in View#
btn_Abydos Wizard
550000101
#Not in View#
Character
(Optional)
Character
(Optional)
Character
(Optional)
Integer
(Optional)
Character
(Optional)
Selection
(Optional)
Character
(Optional)
Selection
(Optional)
Character
(Optional)
Control
550000103
#Not in View#
Control
Form_Name
550000015
#Not in View#
Locale_Name
550000010
#Not in View#
Override Group
550000011
#Not in View#
Character
(Optional)
Character
(Optional)
Selection
(Display-Only)

View)
View)
View)
View)
View)
View)
View)
View)
View)
View)
View)
View)
View)
View)
View)
View)
View)
View)
View)
Support_Group_Name
550000013
#Not in View#
Total Fields Count
550000068
#Not in View#
View_Name
550000016
#Not in View#
555000004
#Not in View#
Character
(Optional)
Integer
(Optional)
Character
(Optional)
Page / Panel
555000000
#Not in View#
Page / Panel
550000093
#Not in View#
Column
550000092
#Not in View#
Column
z2TF_Char_Val
550000117
#Not in View#
Column
z2TF_Fld_Name
550000116
#Not in View#
Column
z2TF_TaskorTGType
10003025
Type
Column
z2TF_TaskSequence
10003024
Sequence
Column
z2TF_TaskTGInstance
10003026
Instance
Column
z2TF_TaskTGRequestID
10003036
ID
Column
z2TH_Add_SR_Data
550000091
#Not in View#
Table
z2TH_ProcessData
550000115
#Not in View#
Table
550000125
#Not in View#
Control
z3Btn_Refresh_Table
550000114
#Not in View#
Control
550000113
#Not in View#
Trim
z5Text_SRM_Title
550000118
#Not in View#
Trim
BMC Software, Inc.

Confidential
Version: 8.3.2
Date: May 2012
Page 50
PROCESS DESIGNER
BMC Software, Inc.

Confidential
Version: 8.3.2
Date: May 2012
Page 51
PROCESS DESIGNER
Appendix F: Data Visualization Configuration Entries

These entries need to be created to configure the two Data Visualisation Modules used by Process
Designer. One of these allows the Designer Client tool to be run through the mid-tier and one allows
the Process Tracker to be run.
All attachments referenced can be found in the folder .\Process Designer Integration and
Configuration Tool\Resources once PDICT has been installed.
Entries for Designer Data Visualization Module
Form
Data Visualization
Module
Data Visualization
Definition
Data Visualisation
System Files
Field
Module Name
Module Type
Description
Entry Class
Major Version
Sub Version
Sub-Sub Version
Status
JAR File
Definition Name
Module Name
Description
Status
Definition (big)
Name
Description
Status
Platform
Version
System File
Value
designerDVM
Visual
Designer Launch DVM
com.abydosworkflow.designer.dvm.dvmPlugi
n
7
6
4
Active
Attach file designerDVM.jar
designerDVM
designerDVM
Designer DVM
Active
designerDVM.jar
Designer DVM
Active
All
8.3.2
Entries for Process Tracker Data Visualization Module

Form
Data Visialization
Module
Data Visualization
Definition
Data Visualisation
System Files
BMC Software, Inc.

Confidential
Field
Module Name
Module Type
Description
Entry Class
Major Version
Sub Version
Sub-Sub Version
Status
JAR File
Definition Name
Module Name
Description
Status
Definition (big)
Name
Description
Value
requestTrackerDVM
Visual
Request Tracker DVM
com.bmc.processdesigner.requestTracker
7
6
4
Active
Attach file requestTrackerDVM.jar
requestTrackerDVM
requestTrackerDVM
Request Tracker DVM
Active
requestTrackerDVM.jar
Request Tracker DVM
Version: 8.3.2
Date: May 2012
Page 52
PROCESS DESIGNER
Data Visualisation
System Files
BMC Software, Inc.

Confidential
Status
Platform
Version
System File
Name
Description
Status
Platform
Version
System File
Active
All
8.3.2
JDiagram.jar
JDiagram for Request Tracker
Active
All
8.3.2
Attach file JDiagram.jar
Version: 8.3.2
Date: May 2012
Page 53
PROCESS DESIGNER
Appendix G: SQL Configuration Entries

These entries define queries that can be used in conjunction with the Set Fields action in the Process
Designer Client to simplify the counting of records where this is required as part of the process logic
Form
ABYD:SQL Queries
ABYD:SQL Queries
ABYD:SQL Queries
Field
SQL Description
SQL Query
Application
Form
Status
SQL Description
SQL Query
Application
Form
Status
SQL Description
SQL Query
ABYD:SQL Queries
Application
Form
Status
SQL Description
SQL Query
ABYD:SQL Queries
Application
Form
Status
SQL Description
SQL Query
ABYD:SQL Queries
Application
Form
Status
SQL Description
SQL Query
Application
Form
Status
BMC Software, Inc.

Confidential
Value
Number of incidents raised with the same service
SELECT COUNT(Entry_ID) FROM
HPD_Help_Desk WHERE ServiceCI =
'$ServiceCI$'
Incident
HPD:Help Desk
Active
Number of incidents raised with the same company
HPD_Help_Desk WHERE Company =
'$Company$'
Incident
HPD:Help Desk
Active
Number of incidents raised with the same company
and customer
HPD_Help_Desk WHERE Company =
'$Company$' AND Person_ID = '$Person ID$'
Incident
HPD:Help Desk
Active
Number of incidents raised with the same

priority
HPD_Help_Desk WHERE Priority = '$Priority$'
Incident
HPD:Help Desk
Active
Number of incidents raised with the same

Impact
HPD_Help_Desk WHERE Impact = '$Impact$'
Incident
HPD:Help Desk
Active
Number of incidents raised with the same incident
type
HPD_Help_Desk WHERE Service_Type =
'$Service Type$'
Incident
HPD:Help Desk
Active
Version: 8.3.2
Date: May 2012
Page 54
PROCESS DESIGNER
Appendix G: Java Web Start JNLP Entries

This entry is read by the Designer DVM and is used to launch the Designer Client through Java Web
Start.
Form
ABYD:JNLP
Field
Status
JNLP
BMC Software, Inc.

Confidential
Value
Active
<jnlp codebase="webserver" href="launch.jnlp" spec="1.0+">
<information>
<title>BMC Remedy IT Service Management - Process Designer</title>
<vendor>BMC Software Inc.</vendor>
<homepage href="http://www.bmc.com"/>
<description>Business Process Development Environment for BMC
Remedy</description>
<description kind="short">ITSM Process Designer</description>
<icon href="BMC_Icon.JPG" kind="default"/>
<offline-allowed/>
</information>
<security>
<all-permissions/>
</security>
<update check="background" policy="always"/>
<resources>
<j2se version="1.6+"/>
<jar href="ProcessDesigner.jar" main="true"/>
</resources>
<application-desc main-class="com.abydosworkflow.designer.App">
<argument>-baseURL=</argument>
<argument>-server=</argument>
<argument>-user=</argument>
<argument>-pw=</argument>
</application-desc>
</jnlp>
Version: 8.3.2
Date: May 2012
Page 55
PROCESS DESIGNER
*12345*
*262621*
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Version: 8.3.2
Date: May 2012
Page 56

BMC Remedy IT Service Management - Process Designer Installation Guide

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BMC Remedy IT Service Management - Process Designer Installation Guide

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BMC Remedy IT Service

DATE: MAY 2012

BMC Software, Inc.2012

3. UPGRADING FROM A PREVIOUS VERSION......................................................................................... 4

INSTALLATION STEPS ........................................................................................................................... 4

5. UNINSTALLING PROCESS DESIGNER ................................................................................................. 27

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Pre-Installation Remedy Checks.

Other Pre-Installation Checks

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3. Upgrading From a Previous Version

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4.1. Process Designer Integration Tool (PDICT).

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Base Development Mode

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Retry the step again,

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2) Select Application as the import source and click Next >

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3) Select your server and click Next >

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7) If you see any errors, contact BMC support for assistance.

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Creating a Process Designer Server (ARID) User

Infrastructure Change Master

Service Request Master

In a multi tenancy environment, the user must be granted unrestricted access

Creating a Private Queue for the Process Designer Server

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Installing the Process Designer Server Software

Installing Process Designer on a Windows Server

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Click Next> to continue

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Click Next > to continue.

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You must now restart your remedy AR Service

Select OK then the following screen is displayed to indicate successful installation:

Installing Process Designer on a UNIX Server

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{password} is the password of this user

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Installing the Process Designer Client

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Click on Next > to Continue

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Click Next > to Continue

Click Close to close the installation wizard.

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Configure Process Designer Application User

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Process Designer Configuration

Select the Configuration Tab to reveal this page:

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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)