This documentation supports the 18.08 version of Remedy Deployment.

To view the latest version, select the version from the Product version menu.

Performing the BMC Remedy ITSM Process Designer upgrade

If you previously implemented BMC Remedy ITSM Process Designer, perform the tasks in this process to upgrade the Process Designer Integration and Configuration Tool (PDICT) and the Process Designer server.

The installer detects your version of BMC Remedy IT Service Management and BMC Service Request Management, and then installs the appropriate integration based on your version.

If you are upgrading from BMC Remedy ITSM Process Designer 8.3.02 or 8.3.03, some steps can take several minutes to complete. Generally, the upgrade can take up to three hours. 

In this section

BMC Remedy ITSM Process Designer upgrade sequence

After you upgrade the platform, upgrade BMC Remedy ITSM Process Designer in the following order according to your version:

  • If your BMC Remedy ITSM Process Designer is at 8.3.02 and 8.3.03, upgrade it before you upgrade BMC Remedy ITSM, BMC Service Request Management, and BMC Service Level Management.
  • If your BMC Remedy ITSM Process Designer is at 8.3.04 or later, upgrade it after you upgrade BMC Remedy ITSM, BMC Service Request Management, and BMC Service Level Management.
  • If you are performing a fresh installation of BMC Remedy ITSM Process Designer along with the upgrade of other application components, you must install it after you upgrade the other application components.

Before you begin

To upgrade BMC Remedy ITSM Process Designer

If you need to upgrade Process Designer in a server group, silently or remotely, see Alternate BMC Remedy ITSM Process Designer upgrade methods.

  1. If you have not already done so, download the BMC Remedy ITSM Process Designer installer from EPD.
  2. Unzip the installer.
  3. Navigate to the Disk 1 folder.
  4. Start the installer.
    • For Windows, run setup.exe.
    • For UNIX, run setup.bin.
      When installing the application on UNIX, BMC recommends performing the installation as a root user. However, you can perform the installation as a non-root user, but you must log on to the UNIX system under the same UNIX user ID that was used to install BMC Remedy AR System.
  5. In the Welcome panel, click Next.
  6. Review the license agreement, click I agree to the terms of license agreement, and then click Next.
  7. In the BMC Remedy AR System User Inputs panel, perform the following actions and then click Next:
    1. Verify that the administrator name and password are correct.
      Modify them as needed.
    2. Verify the AR System TCP Port.
      By default it is set to 0.
    3. Verify the AR System server name.
    4. For Process Designer, configure the Private RPC Port.
      For more information, see Configuring Private RPC Port for BMC Remedy Process Designer.
  8. In the Directory Selection panel, navigate to the directory in which you want to install BMC Remedy ITSM Suite and then click Next.
    • (Windows default) C:\Program Files\BMC Software\ProcessDesigner
    • (UNIX or Linux default) /opt/bmc/ProcessDesigner

      Note

      If you are upgrading from 8.3.02 or 8.3.03, the destination panel does not show the installation location of previous Process Designer installations. However, the default location is displayed in the panel. 

      If you do not want to install Process Designer at the default location, you can provide a path manually

  9. In the Localized Views and Data panel, verify that English is selected and then click Next.

    Alternatively, you can select another languages if required.
  10. In the Process Designer Integration and Selection panel, verify that only the components that you want to integrate are selected and click Next.
    The following components are listed in the selection panel:

  11. Incident Management Change Management Problem Management Service Request Management (includes Work Order) 

  12. In the Installation Preview panel, verify the installation details and then click Install. 

  13.  Click View Log to review the installer log for any errors or warningsThe install logs are available at the following location:

    • (Windows) C:\Users\Administrator\AppData\Local\Temp\processdesigner_install_log.txt 

    • (UNIX or Linux) /tmp/processdesigner_install_log.txt

      Note

      If you are upgrading from version 8.3.04 to 9.1, the installation log file shows the following warning even though the upgrade is successful:

      ERROR (168): One of the field/assignments in the set filter/active link/escalation definition is invalid

      You can ignore this warning.

  14.  Restart all of the connected mid tier servers and flush the cache.
    For details and instructions, see  About Mid Tier caching .

  15. After restarting the mid tier servers, add the appropriate mid tier URL in the server information console.

Troubleshooting the upgrade

If any of the steps fail (possibly due to a timeout), the installation is halted and you are give the option to do one of the following actions:

  • Retry the step
  • Skip the step
  • Kill the installation

If the failure was a timeout issue, wait 10 minutes for server and database activity to diminish before you re-try the upgrade, which usually results in a successful completion.

See also:

Changing the Assignee Group field permission from public access after upgrade

The Assignee Group field (field ID 112) was not available in some of the forms in previous versions of BMC Remedy ITSM Process Designer. Therefore, during the BMC ITSM Process Designer upgrade, the default value for the Assignee Group field in historical records gets set to null. As a result, users lose access to these records. The upgrade process usually changes the null value to 0 (public access). However, you can manually run the Update Permission utility in the following scenarios:

  • When installation logs contain warnings about values in the Assignee Group field (Field ID 112) that could not be rectified in some forms.
  • When the upgrade process is completed in a phased manner. During one of the phases, delta data is migrated from the staging server to the production server using the Migrator utility. In this case, you must run the Update Permission utility to rectify the migrated data after the delta data migration activity.

 Affected forms

"ABYD:ARIJob"
"ABYD:ManagedRequest"
"ABYD:SLA Alerts"
"ABYD:Task Assignment Rule"
"ABYD:Task Category"
"ABYD:Task Type Property"
"ABYD:TaskConsolidatedList"
"ABYD:TaskTypePropertyPerTask"
"ABYD:Template Task Rule"
"ABYD:ARI Log"
"ABYD:Localised Text"
"ABYD:Task"
"ABYD:Task Action"
"ABYD:Task Action Field Value"
"ABYD:Task Dependency"
"ABYD:Task Field"
"ABYD:Task-LocalisedText-Association"
"ABYD:Template"
"ABYD:Template Diagram Objects"
"ABYD:Template Task"
"ABYD:Template Task Action"
"ABYD:Template Task Action Field Value"
"ABYD:Template Task Dependency"
"ABYD:Template Task Field"

Perform the following steps to run the Update Permission utility:

Important

 You need to run the Update Permission utility only once in the server group environment.

  1. In the <ProcessDesigner Installer>\Disk1\utility directory, locate the UpdatePermissions.bat.sh file.
  2. Perform one of the following actions to execute the Update Permission utility:
    • (Windows): Open the command prompt and execute the following .bat file with the following parameters:
      UpdatePermissions.bat -u <user> -p <pwd> -x <server host name> -o <port>
    • (UNIX): Allow execute permission to the UpdatePermissions.sh file:
      UpdatePermissions.sh -u <user> -p <pwd> -x <server host name> -o <port>

      Note

      • The server host name parameter and user parameter are mandatory. 
      • If you do not provide a port number, it is set to the default value of 0.

Alternate BMC Remedy ITSM Process Designer upgrade methods

ActionAdditional information  
Install BMC Remedy ITSM Process Designer in silent modeIf you want to upgrade BMC Remedy ITSM Process Designer in silent mode, follow the procedure for a fresh installation.
Install BMC Remedy ITSM Process Designer in server groupIf you want to upgrade BMC Remedy ITSM Process Designer in server group, follow the procedure for a fresh installation.
Install BMC Remedy ITSM Process Designer remotelyBMC does not support remote installation of BMC Remedy ITSM Process Designer. However, if you attempt to perform a remote installation, the installer fails to register the plugin and you will have to manually register the plug-in.


Where to go from here

Next taskGo to Upgrading BMC Remedy ITSM.
Up to process

If you have finished upgrading the applications, return to the appropriate upgrade process:

Related topics

Configuring BMC Remedy ITSM Process Designer in the BMC Remedy IT Service Management Suite documentation

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Comments

  1. Andrius Seirys

    What is the latest version of Process Designer? I see only version 9.1.00 on epd site. Where can I get 18.08 of Process Designer if it exists? Thank you

    Jan 30, 2019 04:45
  2. Ashwini Mathad

    Hello Andrius,

    The latest Process Designer version is 9.1.00. There is no Process Designer 18.08 version. Please see the https://docs.bmc.com/docs/display/brid1808/Planning+an+upgrade topic for related information.

    Regards,

    Ashwini

    Feb 01, 2019 03:07