BMC Remedy IT Service Management - Process Designer Installation Guide

8/20/2019 BMC Remedy IT Service Management - Process Designer Installation Guide

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PROCESS DESIGNER™INSTALLATION GUIDE FOR RELEASE 8.3.2

B M C S o f t w a r e , I n c . Confidential

Version: 8.3.2Date: May 2012

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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 BMCRemedy 7.6.04 or above servers. It is assumed that the installer is familiar with Remedy ARSadministration.

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 theinstallation.

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 yourserver. These can be imported from:

/templates/bustime.def

You have AR System Administrator or Developer Studio and User Tools installed on the clientmachine 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 offorms on your server. (See Configuration Tab under AR System Configuration->General->ServerInformation)

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 haveAdministrator 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 newinstallation, 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 upgradeyou must use the same customisation mode that the initial installation was made in. For PDICTversions 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 thecustomisations made as part of integrating Process Designer with your application before re-installingusing PDICT.

Note that if you do uninstall the earlier version, all data in the Process Designer Applicationforms and fields will be lost. This will include all process templates, configuration and dataused in processing the generated tasks relating to existing open incidents, changes, servicerequests 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 Supportbefore 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 basedapplications. 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 ProcessDesigner Remedy application.

Note: Even if you are not able to run PDICT, you should still install this tool in order to gainaccess 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 theRemedy server, or directly onto the Remedy Server itself (if Windows based). For Solaris or Linuxbased servers, PDICT should be installed on a Windows client machine. The installation requires theJava Runtime Environment version 1.6 or later.

To install PDICT, navigate to the PDICT folder in the zip file downloaded for Process Designer andrun 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 modifyingworkflow 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 inbest practice or base development mode. Note that if you are upgrading an existing installation, youmust 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 acustomised application, you should first review the manual steps in Appendix A to review anypotential conflicts with existing customisations. Once the tool has completed the installation, it isrecommended that you review each amended form to check that the visible fields are positionedcorrectly and adjust the layout as necessary.

Please refer to the Process Designer What's New Guide for information on which versions ofITSM and SRM are supported by PDICT.

Note: If you are using a version of SRM/ITSM that is not supported by PDICT, please refer toAppendix 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 wascreated on your desktop, or alternatively launch from Program Files->BMC Software->ProcessDesigner 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 aport 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 logwill show if all of the requested actions have run correctly. If the log file already exists, it will beappended to. You can use the ‘Clear Log’ button to clear out existing entries in the selected logbefore commencing.

Click Next >> to move to the second screen.

Select either Install Process Designer Application and/or ITSM/SRM Application Integration orUninstall All Customisations.

If you are using Remedy 7.6.04 or above, you must also specify the development mode that you wishto 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 firstuninstalling 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 acustomisation type of custom

• For changes to existing unmodified OOTB objects, all objects will be overlaid. Thisseparates 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 overwritingexisting customisations in your workflow if the same property that Process Designer wants tomodify has already been changed as part of an earlier customisation. Please refer toAppendix 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 typeof ‘unmodified’. You must completely uninstall any previous Process Designer forms,

fields, workflow, guides and menus before proceeding. Note that if you do uninstall, youwill 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 acustomisation type of unmodified

• For changes to existing unmodified OOTB fields, the change will be made directly to theobject without the use of overlays. This has the risk that in performing a BMC productupgrade, the customisations will be lost.

• For changes to existing unmodified workflow, the existing workflow object is copied with thecopy 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 ProcessDesigner objects and any existing overlays before proceeding. Note that running an uninstalloperation 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 optionhere.

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 optionsunselected. 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 yourversion.

PDICT will display progress for each of the integration steps indicating success or failure for eachstep 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 mayreceive ‘BUSY SERVER’ timeout errors. It is recommended that you wait a period of time (severalminutes) 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 thecorresponding manual activity in Appendix A.

The PDICT tool may be re-run multiple times against the same server following a partially completedor 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 againstRemedy 7.6.04 or higher, you must use the same customisation mode as was used originally. Whenupgrading a version of Process Designer earlier than 8.2, you should always use base developmentmode.

The alternative, if you want to change customisation mode, is to uninstall the earlier version ofDesigner 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 thatrunning the uninstaller will result in a loss of data. Please contact BMC support for clarificationbefore 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 theintegration and does not install onto any other views. If you require the visible fields on other viewsthen you would need to manually add these to the required views and perform any translation of fieldlabels 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 beingsupported) or would rather perform the installation manually, you must perform the installation stepsdetailed below using either Developer Studio or the BMC Remedy Admin Tool depending on theversion 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 (Defaultlocation: C:\Program Files(x86)\BMC Software\Process Designer 8\Integration andConfiguration Tool\Resources).

5) click Next>

6) You should see the Process Designer application listed. Select the options as shown belowand click Finish to import.


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


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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 DesignerAdministrator 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 taskprocessing. This user must be a remedy Administrator user and have Process DesignerAdministrator permissions.

In addition, if you are using Process Designer with ITSM or SRM applications, please follow thefollowing guidelines to avoid permission based issues preventing task processing from beingcompleted:

• It is advised to set up the Process Designer user with a CTM:People record, not just a Userrecord.

• 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 Permission Required Licence RequiredProcess Designer Process Designer Administrator N/AIncident Mgmt Incident Master Incident Fixed or

FloatingChange Mgmt Infrastructure Change Master Change Fixed or

FloatingProblem Mgmt Problem Master Problem Fixed or

FloatingSRM Service Request Master N/AWork Order Work Order N/ATask Task Master 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 howeverbe additional permissions and functional roles required, depending on exactly what a specificprocess demands in terms of creating and updating ITSM records.

• Lack of any required permissions will cause errors when running a particular process, in thesame way as they would if the Process Designer server user were performing the actionmanually.

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 itsown private thread pool to avoid conflict with other users and processes when performing operationson the Remedy Server. On Development or other low volume servers, this step is not required andthe 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 willdepend on how many worker threads you require to perform server side operations. In general, thehigher 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 downother areas of your remedy system. The recommended initial values are a minimum of 2 threads anda 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 RemedyApplication server, run the setup.exe file under the Setup/Server folder. You must run this setup onyour 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 ProcessDesigner user defined in the previous step. This account is used to connect Process Designer toyour 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 issuccessful then the following screen will be displayed:

Choose to manually update the BMC Remedy configuration file (ar.cfg) and the BMC Remedy Plug-inserver configuration file (pluginsvr_config.xml) OR allow the installer to make the changes to appendthe 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 bemade prior to the update. You will then be reminded to restart your Remedy service for thesechanges to take effect. If you chose to manually update these files, please refer to Appendix C onhow 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 toyour 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 Location

ARID.jar abyd-server-lib.jar ARAdminPass.jar arapi7604_build002.jar /lib


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where is your selected folder for the location of the Process Designerserver installation.

Add a file called ARID.xml to the folder on your Remedy server. This filespecifies 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)

Using a hard coded logon (insecure – use for troubleshooting purposes only)

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:

Once installed, locate your ARS configuration file “ar.conf” (usually in /CONF) and addthe following lines:


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Server-Plugin-Alias: ABYDOS.ARID.FILTERAPI ABYDOS.ARID.FILTERAPI :Server-Plugin-Alias: ABYDOS.ARF.ARADMINPASS ABYDOS.ARIF.ARADMINPASS :

where is the name of your server and is the port used by the server plugin,usually 9999.

You will then need to update the pluginsvr_config.xml file (default location: /pluginsvr).Add these lines to the bottom of the file but before the very last entry:

ABYDOS.ARID.FILTERAPIFilterAPIJAVA{ARID Configuration Path}\ARID.jarcom.abydosworkflow.designer.arid.ARPlugin{ARID Configuration Path}\ abyd-server-lib.jar

ABYDOS.ARF.ARADMINPASSFilterAPI

JAVAcom.abydosworkflow.designer.ARPlugin{ARID Configuration Path}\ARAdminPass.jar

where {ARID Configuration Path} is your selected folder for the location of the Process Designerserver installation.

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 belaunched directly from Mid-Tier.

The Process Designer client component has its own setup program available from within the clientfolder 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 userinput. 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 SystemAdministration 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 anew one. On the Group List field, select the Process Designer Administrator group from the menuand 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 Designerconfiguration 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 ProcessDesigner 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 wherethe Process Manager server software andaradminpass file is installed. Use the Defaultbutton to select the default location for a windowsserver.

ARID Configuration User The name of the BMC Remedy user with RemedyAdministrator permissions, Process Designer andITSM/SRM application permissions wherenecessary.

ARID Configuration Password The Remedy password for the ARID Configurationuser selected. Please use the Update Passwordbutton once you have selected the username andpassword.

Pause Between Job Initiation (ms) The ‘wait’ period for the manager thread between

assigning a job and checking for more jobs (in ms- default is 100).

Job Timeout (secs) The timeout period for a worker thread to completea job.

Number of Worker Threads The maximum number of worker threads – Forservers using a private queue for processing thisshould be set to one less than the number ofthreads assigned to the Private RPC Queueconfigured on your Remedy server (see section4.3 for details).

Delete Successful Jobs (Yes/No) Set to Yes to delete all jobs that completesuccessfully.

Logging Type (Form / File) Select Form if you want the process runtime

logging information to be written to a Remedy formso that it can be viewed from the Logging Tabunder Process Designer Configuration.

Logging Level (None, Error, Milestone,Detail, Debug)

Set to the required level for viewing loginformation. Each log level includes logging fromthe previous level, so Detail logging includesErrors and Milestones. Debug level logging is onlyvisible to Administrators.

Log File The full path of the log file, for recording eventsfrom the Process Designer plugins. Use theWindows Server Default button to select thedefault location on your server.

Auto-Release Tasks Set to Yes for automatic task creation (normaloperation)

Cancel Redundant Tasks Set to Yes to set redundant process tasks to acancelled state at run time (Default to No)

If the user/password has been updated, click on the Update Password File button to update thissetting.

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 TheCore Installation steps in Appendix A and the Data Visualization Configuration entries in AppendixF.

Process Tracker runs on the mid-tier and errors will occur in the display of Process Tracker diagramsif:

1. The mid tier configuration is incorrect2. 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 ServerInformation entry.

A re-start of the web server and remedy service may be required following either a manual orautomatic (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 toITSM or SRM

IMPORTANT NOTE:By running the PDICT uninstaller, forms and fields containing data will be deleted. If this data isrequired, 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 DesignerApplication, first launch the Process Designer Installation and Configuration Tool (PDICT). Afterlogging on, select the Uninstall Option.

The customisation mode used to install Process Designer integrations should automatically bedetected. This is based on the customisation type of the Process Designer Application. You must usethe same customisation mode to uninstall as was used to install.

Click Finish to begin the uninstall process.

Note for uninstalling manual integrationsIf you installed any customisations or the Process Designer Application manually, you may have asituation where some of the objects were installed in best practice mode, and some in basedevelopment mode. In this situation you can run the uninstaller twice, first in one mode, then theother. Any errors that occur can be skipped.

5.2. Uninstalling Process Designer Server

On Windows Servers, select “BMC IT Service Management - Process Designer Server ” fromAdd/Remove Programs option within Control Panel. BMC recommends that you temporarily stop theBMC Remedy service during uninstall.


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For non-Windows Server installations, you will need to manually delete the Process Designer serverfiles. As these include Filter API Plug-in libraries BMC recommends that you perform the followingsteps:

1. Stop your BMC Remedy server (using arsystem stop script)

2. Edit yourar.conf

file and remove entries related to the following java plugins:• A B Y D O S . A R I D . F I L T E R A P I • A B Y D O S . A R F . A R A D M I N P A S S

3. Edit your pluginsvr_config.xml file and remove the entries related to the above java plugins4. 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 throughAdd/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 throughAdd/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 entriesshould be removed:

Form Identifying Field Field ValueData VisualizationModule

Module Name requestTrackerDVM

Data VisualizationModule

Module Name designerDVM

Data VisualizationDefinition

Module Name requestTrackerDVM

Data VisualizationDefinition

Module Name designerDVM

Data VisualizationSystem Files

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 orSRM

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 supportedplatforms, 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 createoverlays of these forms prior to adding the Process Designer fields. To do so, you must be usingBMC Developer Studio 7.6.4 in Best Practice Customization mode. To create the overlay, select theform 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 ObjectsGuide.

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 PDICTinstallation fails for some reason part way through, you can perform the manual installation from thecorresponding steps below). BMC Developer Studio is required for all manual steps.

CORE Installation StepsIf you are completing the CORE install, you will need to perform the following steps:

PDICT Operation Corresponding Manual Steps

CORE INSTALL A - Configure DVM Entries This step creates the configuration entriesrequired for the Following Data VisualizationModules:• RequestTrackerDVM• DesignerDVM

Using the BMC Remedy user tool, createentries in the following forms as detailed inAppendix F – DVM Configuration:• Data Visualization Module• Data Visualization Definition• Data Visualization System Files


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CORE INSTALL B - Import Process DesignerApplication

Using the BMC Remedy Developer StudioTool, import the Process Designer coreapplication.

By default, these files are located in the folderC:\Program Files\BMC Software\ProcessDesigner 8\Integration and Configuration Tooland Configuration Tool\Resources

The file to import is named ‘ABYD-Core.def’

Note that in Remedy 7.6.04 or higher allobjects will be imported with a customisationtype of unmodified. If any of the objectsimported already exist on the server with acustomisation type of custom, the import willfail and these objects must first be deletedbefore re-trying the import. If any objects areoverlaid, the base object will be imported, butthe overlay will still be applied.

Following this import, you must also:

Change the state of the application ProcessDesigner to ‘Production’

Add the following forms to the application:• ABYS:CFG:CombinedCategorisation• ABYD:Console

Contact BMC Support for further assistance ifrequired.

CORE INSTALL C - Create SQL ConfigurationEntries

Using the BMC Remedy user tool, you mustcreate the entries in form ABYD:SQLQueriesdetailed in Appendix G.

CORE INSTALL D - Create JNLP Entry Using the BMC Remedy user tool, you mustcreate an entry in form ABYD:JNLP detailed inAppendix G.


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If you are Integrating with Incident, Change or Problem Applications, you will need to perform thefollowing steps: PDICT Operation Corresponding Manual Steps

SECTION 1A - Update Status Reason Fieldson TMS:Task

Open the form called ABYI-AdditionalFields-Task and follow the instructions on the Step 3

tabSECTION 1B - Update Status Reason Fieldson TMS:MetricsSummary

Open the form called ABYI-AdditionalFields-Task and follow the instructions on the Step 3tab

SECTION 1C - Update Status Reason Fieldson TMS:SummaryData


SECTION 1D - Add Status Reason MenuItems for form TMS:Task


SECTION 2A - Add Outcome field toTMS:Task

Open the Form called ABYI-AdditionalFields-Task and follow the instructions on the Step 2tab.

SECTION 2B - Add Hidden page and fields toTMS:Task

Open the Form called ABYI-AdditionalFields-

Task and follow the instructions on the Step 2tab.

SECTION 2C - Add Additional Details Pageand Fields to TMS:Task

Open the Form called ABYI-AdditionalFields-Task and follow the instructions on the Step 2tab.

Follow these steps (sections 3 and 4) if you are installing Process Designer for use with your BMCSRM application:


SECTION 3A - Create Tasks Page onSRM:Request

Open the form called ABYI-AdditionalFields-Parent and follow the instructions on the upperhalf of the Step 2 tab.

SECTION 3B - Create Process Details Pageon SRM:Request

Open the form called ABYI-AdditionalFields-

Parent and follow the instructions on lower halfof the Step 2 tab.

SECTION 3C - Create Process Designer Page- SRM:Request

Open the form called ABYI-AdditionalFields-Parent and follow the instructions on the Step4 tab.

SECTION 3D Add Approver toSRM:RequestAPDetail Join Form

This step only required if you are integratingProcess Designer with SRM 2.2:

Open the form called ABYI-AdditionalFields-Parent and follow the instructions relating tothe Process Designer Approver field on theStep 4 tab by adding to the SRM:Request andSRM:RequestAPDetail Join form.

SECTION 4A -Add Fields to

SRD:ServiceRequestDefinition_Base


SRM and follow the instructions on the Step 2tab, sub-tab calledSRD:ServiceRequestDefinition_Base

SECTION 4B -Add Fields toSRD:ServiceRequestDefinition

Open the form called ABYI-AdditionalFields-SRM and follow the instructions on the Step 2tab, sub-tab calledSRD:ServiceRequestDefinition


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SECTION 4C -Add Fields toSRM:AOT_PDTSelectionDlg

Open the form called ABYI-AdditionalFields-SRM and follow the instructions on the Step 2tab, sub-tab calledSRM:AOT_PDTSelectionDlg

SECTION 4D -Add Fields toSRS:ServiceRequestConsole & Update tableproperties.

Open the form called ABYI-AdditionalFields-SRM and follow the instructions on the Step 3tab. Then follow the instructions in the sectionbelow called Additional Configuration forSRM 2.2/7.5/7.6.x

SECTION 4E -Add Fields toSRS:RequestDetails

Open the form called ABYI-AdditionalFields-SRM and follow the instructions on the Step 4tab.

SECTION 4F - ImportABYS:SRM:Request_TaskFieldJoin

Import the formABYS:SRM:Request_TaskFieldJoin from theABY-SRM-vXXXX.def file where vXXXXidentifies 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 Corresponding Manual StepsSECTION 5A - Create Process Designer Page- WOI:WorkOrder

Open the form called ABYI-AdditionalFields-Parent and follow the instructions on the Step4 tab, creating the new fields on theWOI:WorkOrder form.

SECTION 5B - Create Additional Data Page -WOI:WorkOrder

Open the form called ABYI-AdditionalFields-Parent and follow the instructions on the Step5 tab, creating the new page and table on theWOI:WorkOrder form

SECTION 5C - Add Buttons to Task Page Open the form called ABYI-AdditionalFields-Parent and follow the instructions on the Step4 tab for copying buttons to the Tasks tab on

the WOI:WorkOrder formFollow these steps if you are installing Process Designer for use with your ServiceDesk, i.e. you wantto run processes from Incidents:


SECTION 6A- Create Process Designer Pageon HPD:Help Desk

Open the form called ABYI-AdditionalFields-Parent and follow the instructions on the Step4 tab, creating the new fields on theHPD:Helpdesk form.

SECTION 6B - Create Additional Details Pageon HPD:Help Desk

Open the form called ABYI-AdditionalFields-Parent and follow the instructions on the Step5 tab, creating the new page and table on theHPD:Helpdesk form

SECTION 6C - Add Process Designer Buttons

to HPD:Help Desk


Parent and follow the instructions on the Step4 tab for copying buttons to the Tasks tab onthe HPD:Helpdesk form.


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If you plan to use Process Designer to create Incidents from Service Requests then youshould also complete this step:

PDICT Operation Corresponding Manual StepsSECTION 6D- Create SRM Details Table on

HPD:Help Desk


SRM and follow the instructions on the Step 5tab for copying the Additional Service RequestData table to the HPD:Helpdesk form.

Follow these steps if you are installing Process Designer for use with your Change ManagementApplication, i.e. you want to run processes from Change Requests:

PDICT Operation Corresponding Manual StepsSECTION 7A - Create Process Designer Pageon CHG:Infrastructure Change

Open the form called ABYI-AdditionalFields-Parent and follow the instructions on the Step4 tab, creating the new fields on theCHG:Infrastructure Change form.

SECTION 7B - Create Additional Details Pageon CHG:Infrastructure Change

Open the form called ABYI-AdditionalFields-Parent and follow the instructions on the Step

5 tab, creating the new page and table on theCHG:Infrastructure Change form.

SECTION 7C – Add Process Designer Buttonsto Task Tab to CHG:InfrastructureChange

Open the form called ABYI-AdditionalFields-Parent and follow the instructions on the Step4 tab for copying buttons to the Tasks tab onthe CHG:Infrastructure Change form.

SECTION 7D - Add SRM Details Table toCHG:Infrastructure Change

Complete this step if you have SRM and areplanning to create Change Requests fromService Requests using Process Designer.

Open the form called ABYI-AdditionalFields-SRM and follow the instructions on the Step 5tab for copying the Additional Service RequestData table to the CHG:Infrastructure Change

form.SECTION 7E - Add Approver toCHG:Infrastructure ChangeAPDetail JoinForm

Open the form called ABYI-AdditionalFields-Parent and follow the instructions on the Step4 tab for copying the Process DesignerApprover field to on CHG:InfrastructureChangeAPDetail Join Form.

Follow these steps if you are installing Process Designer for use with your Problem ManagementApplication, i.e. you want to run processes from Problem Records:


SECTION 8A - Create Process Designer Pageon PBM:Problem Investigation

Open the form called ABYI-AdditionalFields-Parent and follow the instructions on the Step4 tab, creating the new fields on the

PBM:Problem Investigation form.SECTION 8B - Create Additional Details Pageon PBM:Problem Investigation

Open the form called ABYI-AdditionalFields-Parent and follow the instructions on the Step5 tab, creating the new page and table on thePBM:Problem Investigation form.

SECTION 8C - Add Process Designer Buttonsto PBM:Problem Investigation

Open the form called ABYI-AdditionalFields-Parent and follow the instructions on the Step4 tab for copying buttons to the Tasks tab onthe 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 considerwhether you want to create overlays of the filters prior to modification and use the BMC RemedyDeveloper Studio 7.6.04 or later to perform the modifications.

PDICT Operation Corresponding Manual StepsSECTION 9A - Modify OOTBFilters on TMS:Task

For each of the following filters, disable the filter, thentake a copy and prefix with ABYS:, then modify thequalification by appending the following to the end of theRUN-IF qualification for each filter:AND ('550000015' = $NULL$)

TMS:TAS:PostAssignPendingToAssignedTMS:TAS:PendingToAssignedTMS:TAS:CheckActualDates_ClosedStatus-E (ITSM7.6 Only)TMS:TAS:ActualDateReq_OnClosedTMS:TAS:PreventStatusTransition_InactiveTMS:SHR:PreventReopenOfComplete

For the last filter in this list only, change the primary formon the new copied version to TMS:TaskFinally, enable the new copied filters.

Complete this step is you are planning to use Process Designer with your Change Managementapplication. If your BMC Remedy server is 7.6.4 or later then consider whether you want to createoverlays of the filters prior to modification and use the BMC Remedy Developer Studio 7.6.04 or laterto perform the modifications.

PDICT Operation Corresponding Manual StepsSECTION 9B - Modify OOTBFilters on CHG:InfrastructureChange

For each of the following filters/active links, disable theobject, then take a copy and prefix with ABYS, thenmodify the qualification by appending the following to theend of the RUN-IF qualification:AND ('550000001' = $NULL$)

FiltersINT:CHGTMS:CRQ:PreventBackOperationIfOpenTasks1(ITSM 7.6 Only)INT:CHGTMS:CRQ:PreventStatusClosedIfOpenTasks1

Active LinksCHG:CRQ:Cancel_New_Clear Task (Active Link, ITSM7.6, 7.6.3 and 7.6.4 Only)

Finally, enable the new copied filters/active links


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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 createoverlays of the filters prior to modification and use the BMC Remedy Developer Studio 7.6.04 or laterto perform the modifications.

PDICT Operation Corresponding Manual StepsSECTION 9C - ModifyOOTB Filters onHPD:HelpDesk

For each of the following filters/active links, disable the object, thentake a copy and prefix with ABYS, then modify the qualification byappending the following to the end of the RUN-IF qualification:AND ('550000001' = $NULL$)

FiltersINT:HPDTMS:INC:ResolutionCheckOpenTask_670_ErrorMessage

Active LinksINT:HPDTMS:INC:Cancel_New_Clear Task (Active Link, ITSM7.6, 7.6.3 and 7.6.4 only)


Complete this step is you are planning to use Process Designer with Work Orders application. If yourBMC Remedy server is 7.6.4 or later then consider whether you want to create overlays of the filtersprior to modification and use the BMC Remedy Developer Studio 7.6.04 or later to perform themodifications.

PDICT Operation Corresponding Manual StepsSECTION 9D - Modify OOTBFilters on WOI:Work Order

For each of the following filters/active links, disable theobject, then take a copy and prefix with ABYS, then modifythe qualification by appending the following to the end of theRUN-IF qualification:AND ('550000001' = $NULL$)

FiltersWOI:WOI:PreventStatusClosedIfOpenTasks1

Active LinksWOI:WOI:Cancel_New_Clear Task


Complete this step is you are planning to use Process Designer with your Service RequestManagement application. If your BMC Remedy server is 7.6.4 or later then consider whether youwant to create overlays of the filters prior to modification and use the BMC Remedy Developer Studio7.6.04 or later to perform the modifications.


SECTION 9E - Modify OOTBFilters onSRD:ServiceRequestDefinition

For each of the following filters/active links, disable theobject, then take a copy and prefix with ABYS, thenmodify the qualification by appending the following to theend 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:


SECTION 10 - Import newworkflow

Using the BMC Remedy Developer Studio Tool, if youare integrating with Incident, Problem or Change or

Work Order applications import the custom objectsrequired for Process Designer Integration.

By default, these files are located in the folderC:\Program Files(X86)\BMC Software\Process Designer8\Integration and Configuration Tool\Resources

where XXX represents the PDICT version number.

First import the base definition file provided with theProcess Designer Software calledABY-ITSM-7.6-Base-vXXX.def

Then import the integration definition files that

correspond to the application that you are installingagainst. For example, for integration to ChangeManagement, import the definition file calledABY-ITSM-7.6-CHG-vXXX.def

If you are integrating with SRM 7.6.04 then import theSRM definition file that corresponds to your version ofSRM.

For SRM 7.6.4, import the definition file calledABY-SRM-7.6.03+-vXXX.def

If any errors occur during import, correct the issuecausing 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 beimported with a customisation type of unmodified. If anyof the objects imported already exist on the server with acustomisation type of custom, the import will fail andthese objects must first be deleted before re-trying theimport. If any objects are overlaid, the base object will beimported, but the overlay will still be applied.


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Complete this step for integrations with Incident or Service Request Management:PDICT Operation Corresponding Manual StepsSECTION 11A - ConfigureApprovals - Change ManagementSECTION 11B - Configure

Approvals - SRMSECTION 11C - ConfigureApproval Assignment Rules

Refer to the Process Designer Configuration Guide fordetails on how to configure approvals and assignmentrules for use with your application.


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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 andis therefore only required if you are installing manually.

1) Log into the server in Development Studio2) Open SRS:ServiceRequestConsole Form3) Navigate to the My Requests Panel4) Open the properties for the table z2TH_ServiceRequests5) 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 Mid-Tier and the BMC Remedy User Tool:

Description of Problem ResolutionProcess Designer Wizard malfunctions whenrunning within Remedy User Tool 7.5 Patch 7

Remedy User Tool 7.5 Patch 7 is not supporteddue to a known defect. This defect also appliesto AR 7.6.04. BMC recommends that if yoursystem is AR 7.5 or lower to use AR User ToolPatch 6 and if higher to use mid-tier until this canbe fixed. (SW00384215 and SW00380989)

Approval rejections do not work as expected There is a known issue with ITSM 7.6 ChangeRequest Approvals (Defect SW368693); SeeBMC Support Knowledgebase entry 20030783for details on how to rectify this issue.

Error Displayed in Process Designer Wizardwhen using dynamic menus: ARERR 9372

(Bad Menu)

This is a known Mid-Tier Defect - reference:SW00375143. This error potentially affects Mid

Tier releases of 7.5 prior to Patch 7, and wasofficially fixed by BMC in Patch 7.

Errors in arerror.log errors referring to pluginsnot existing.

Problems can arise with the plugin serverconfiguration when updating AR Server 7.5 withpatches. The configuration files for the pluginserver are sometimes overwritten with freshcopies, meaning that any references that were inthere originally are overwritten. To fix this issuerefer to BMC Knowledgebase entry 2 0 0 2 5 4 9 5

Approval Server Terminates when running anSRM Approval on AR 7.6.03

This is a known issue and was fixed in therelease of 7.6.04. (See Defect SW00382267)

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 versioncurrently being used by the BMC Remedy Plug-in server, locate the file called armonitor.cfg (defaultlocation: 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 andreplaced with this entry:

"" -Xmx512m -classpath "C:\Program Files\BMCSoftware\ARSystem\pluginsvr;C:\Program Files\BMCSoftware\ARSystem\pluginsvr\arpluginsvr7604_build002.jar"com.bmc.arsys.pluginsvr.ARPluginServerMain -x -i "C:\Program Files\BMCSoftware\ARSystem" -m

where is your server name and is the location of your java 6 runtimebinaries (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 thefollowing 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 :Server-Plugin-Alias: ABYDOS.ARF.ARADMINPASS ABYDOS.ARIF.ARADMINPASS :

where is the name of your server and 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\BMCSoftware\AR System\pluginsvr). Add these lines to the bottom of the file but before the very last entry:

ABYDOS.ARID.FILTERAPIFilterAPI

JAVA{ARID Configuration Path}\ARID.jarcom.abydosworkflow.designer.arid.ARPlugin{ARID Configuration Path}\abyd-server-lib.jar

ABYDOS.ARF.ARADMINPASSFilterAPIJAVAcom.abydosworkflow.designer.ARPlugin{ARID Configuration Path}\ARAdminPass.jar

where {ARID Configuration Path} is your selected folder for the location of the Process Designerserver installation.

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 containsconnection and authentication information for Process Designer to connect to your Remedy server. Ifyou 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:\ProgramFiles (x86)\BMC Software\Process Designer 8\Server). This file specifies the login information thatProcess Designer will use to connect to the remedy server. It should have one of the following twoformats:

a) Using a .dat file to obtain the user and password (secure - recommended):

b) Using a hard coded logon (insecure – use for troubleshooting purposes only):


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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:


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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:

• CHG:Infrastructure Change• HPD:Help Desk• PBM:Problem Investigation

Form (View) Field Name Field ID Label Field Type

CHG:Infrastructure Change(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 Selection(Display-Only)


Process Designer Approver 550000120 Process DesignerApprover

Character(Optional)


Support_Group_Name 550000013 Support_Group_Name Character(Optional)


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Total Fields Count 550000068 Total Fields Count Integer(Optional)

CHG:Infrastructure Change

(Best Practice View)

View_Name 550000016 View_Name Character

(Optional)CHG:Infrastructure Change(Best Practice View)

z1D Abydos Task Type ID 550000137 z1D Abydos Task TypeID

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

CHG:Infrastructure Change

(Best Practice View)

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 PracticeView)











Abydos Process Version 550000008 Process Version Integer(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


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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 Selection(Display-Only)


Support_Group_Name 550000013 Support_Group_Name Character(Optional)


Total Fields Count 550000068 Total Fields Count Integer(Optional)


View_Name 550000016 View_Name Character(Optional)


z1PF_Additional Details 555000001 Additional Details Page / Panel


z1PF_ProcessDesigner 555000000 ProcessDesigner Page / Panel


z2TF_Add_SR_Data_CharValue 550000093 Character Value Column

HPD:Help Desk (Best PracticeView) 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

PBM:Problem Investigation(Default User View)

Abydos AuditFlag 550000040 #Not in View# Selection(Optional)


Abydos Notify Recipient 550000021 #Not in View# Selection(Optional)


Abydos Notify Text 550000020 #Not in View# Character(Optional)


Abydos Process Name 550000001 #Not in View# Character(Optional)


Abydos Process Status 550000004 #Not in View# Character(Optional)


Abydos Process Version 550000008 #Not in View# Integer(Optional)


Abydos SLA Name 550000007 #Not in View# Character(Optional)


Abydos Tasks Generated 550000009 #Not in View# Selection(Optional)


Abydos Template ID 550000005 #Not in View# Character(Optional)


Abydos Use Wizard? 550000050 #Not in View# Selection(Optional)


Active Tasks 550000110 #Not in View# Character(Optional)


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btn_Abydos Wizard 550000101 #Not in View# Control

PBM:Problem Investigation

(Default User View)

btn_View Request Status 550000103 #Not in View# Control


Form_Name 550000015 #Not in View# Character(Optional)


Locale_Name 550000010 #Not in View# Character(Optional)


Override Group 550000011 #Not in View# Selection(Display-Only)


Support_Group_Name 550000013 #Not in View# Character(Optional)


Total Fields Count 550000068 #Not in View# Integer(Optional)


View_Name 550000016 #Not in View# Character(Optional)

PBM:Problem Investigation

(Default User View)

z1PF_Additional Details 555000001 #Not in View# Page / Panel


z1PF_ProcessDesigner 555000000 #Not in View# Page / Panel


z2TF_Char_Val 550000117 #Not in View# Column


z2TH_ProcessData 550000115 #Not in View# Table


z5Text_Additional_Data 550000113 #Not in View# Trim

TMS:Task (Default AdminView)

Abydos Assignee Group 550000036 Abydos Assignee Group Character(Optional)


Abydos Assignment Count 550000041 Abydos AssignmentCount

Integer(Optional)


Abydos Assignment Rule 550000020 Assignment Rule Character(Optional)

TMS:Task (Default AdminView) Abydos AuditFlag 550000040 Selection(Optional)TMS:Task (Default AdminView)

Abydos Business Calendar 550000027 Business Calendar Character(Optional)


Abydos Dep Count 550000023 Dep Count Integer(Optional)


Abydos Group Assignment SQL 550000024 Group Assignment SQL Character(Optional)


Abydos Integer-Display Only 550000026 Integer-Display Only Integer(Display-Only)


Abydos Outcome 550000016 Outcome Character(Optional)


Abydos Outcome Chk 550000010 Abydos Outcome Chk Character(Optional)


Abydos Parent Id 550000081 Abydos Parent Id Character(Optional)




Abydos Task Type ID 550000015 Abydos Task Type ID Character(Optional)


Abydos Template ID 550000006 Abydos Template ID Character(Optional)


Abydos Test Assignment Rule 550000021 Test Assignment Rule Selection(Optional)


Abydos Tmp Outcome 550000080 Abydos Tmp Outcome Character(Optional)


Abydos Wizard Outcome Label 550000082 Abydos WizardOutcome Label

Character(Optional)


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Abydos Workdays Tag 550000049 Abydos Workdays Tag Character(Optional)


Abydos_Starting_Task 550000100 Abydos Starting Task Character(Optional)


Parent Status Trigger 550000075 Parent Status Trigger Character(Optional)


z1PF_AdditionalData 550000028 AdditionalData Page / Panel


z1PF_ProcessDesigner 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

TMS:Task (Default Admin

View)

z3Btn_Abydos Enter Value 550000033 Enter Value... Control


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Appendix E: Fields added as part of the Process Designer – BMCSRM Integration.

The SRM forms that are modified during the integration are:

• SRM:Request• SRS:RequestDetails• SRS:ServiceRequestConsole• SRD:ServiceRequestDefinition• SRD:ServiceRequestDefinition_Base• SRM:AOT_PDTSelectionDlg• WOI:WorkOrder


SRD:ServiceRequestDefinition(CSMView)

Abydos Console Process Name 550000047 #Not in View# Character(Optional)


Abydos Launch Wizard 550000412 #Not in View# Selection(Optional)


Abydos Use Process 550000000 #Not in View# Selection(Optional)

SRD:ServiceRequestDefinition _Base (Support)

Abydos Console Process Name 550000047 Process Name Character(Optional)


Abydos Launch Wizard 550000412 Selection(Optional)


Abydos Use Process 550000000 Selection(Optional)

SRM:AOT_PDTSelectionDlg(Default Admin View)

Abydos col_Process 550000303 Process Name Column


Abydos col_Type 550000304 Template Type Column


Abydos Console Process Name 550000047 Process Name Character(Display-Only)


Abydos Launch Wizard 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 RequestMaster View)



Abydos Launch Wizard 550000413 Selection(Optional)










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Documents

BMC Remedy IT Service Management - Process Designer Installation Guide