This documentation supports the 18.08 version of Remedy IT Service Management Suite.

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

Workflow change guidelines for BMC Helix ITSM and BMC Remedy ITSM

While overlays do provide protection from customizations being overwritten during an upgrade, they do not prevent issues occurring from the workflow interacting with other system components that change during an upgrade. Because of this, you should keep workflow changes to a minimum and keep the the changes separate from the existing application flow. The following information includes some examples of workflow changes that can be done and which will not be impacted by changes to other parts of the application.

You can make the following workflow changes for both the BMC Helix ITSM and the BMC Remedy ITSM environments. Use overlays for these changes so that there is a way to track the changes that are made, even if the code that is added is new code.

  • To existing forms, add new workflows that do not affect the processing of existing workflows. You must ensure that the new workflow does not change how the existing workflow runs through the process. Because the process workflow can change from release to release, you should avoid these types of code changes.
  • Add new forms to the system and add new workflows to support the processes on these new forms.
  • Add new workflows to read data from your new forms. This can involve either:
    • Adding active links to the main forms associated with new buttons or links
    • Adding table fields to existing forms to read data from newly added forms and the workflow to interact with the tables

If you are making changes to key processes in the application, you should avoid changing the following workflow processes:

  • Status flows
  • Permission-based workflow (multi-tenancy, support groups)
  • Interactions with processes such as approvals and BMC Remedy Assignment Engine
  • Interface forms

Most of the changes that are required for these processes can be done by configuring the data that drives them. Continue to use this method to make changes to how these processes work, rather than making changes to the underlying code which drives these processes.

The following recommendations apply to both the BMC Helix ITSM and the BMC Remedy ITSM environments:

  • Use service calls to avoid performance impacts. Evaluate the data that you want to pull into a new form. If you determine that a number of queries must be completed via active links to retrieve the data, perform the following actions:
    • Investigate using filters instead of active links.
    • Use a service call from an active link to reduce the number of server calls required to retrieve the information.


      For more information about customization designs for the BMC Helix ITSM and on-premise environments, see Customization designs.

  • Use escalations sparingly and only to add to new forms due to the potential impact on system performance.
  • Do not change out-of-the-box web services due to the potential impact on applications that might use these web services for integration purposes. Changes to out-of-the-box web services might be overwritten during an upgrade. The best solution is to copy an out-of-the-box web service and extend that web service for any specific requirement.
  • Use a namespace that does not conflict with out-of-the-box or future system workflows to build any workflow that is added to the system. You can use a unique prefix for your application objects to avoid any future workflow conflicts if multiple companies are running on the same instance of the BMC Remedy AR System server.

Related topic

Customized BMC Remedy ITSM workflow

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