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This documentation supports the 19.08 version of Remedy IT Service Management Suite.

To view an earlier version, select the version from the Product version menu.

Best Practices in BMC Remedy ITSM Process Designer

The following are the best practices to be followed while using BMC Remedy Process Designer:

Getting Service Request Approvals

If you are using the Process Designer process to manage service request approvals, you should use the Process Designer Approval Task Action. If the Service Request Definition is attached to the Process Designer process, do not use the Out-of-the-Box (OOTB) approval mappings for Service Requests in SRD. 

Approval action with Change Management

You must follow the procedure given below to implement approval action with change management.

  1. In Process Designer Configuration console, click Rules > Add.
  2. Enter a rule name.
  3. Enter required duration to keep the task on hold.
  4. Add a sample task. 
  5. Open the task window. Click Classification tab, and then select switch from the Type drop down list.
  6. Click Details tab and assign the rule (created in step 2) to the dummy task.

Setting status of service request

If you are using Process Designer approvals, the Approval Action task should be your first task.

Unless you are using the Process Designer Approvals, it is recommended to set the status of the Service Request from the First Task to In Progress using the Update Request Action. For more information, see Actions available for tasks.

Setting approver for requests

While submitting a request, it is recommended to put your manager's details in the request so that the manager automatically becomes the approver for the request. You can get the manager details from People record. For more information, see Actions available for tasks.

Process Designer process mapping

For a Change Request you must avoid mapping processes prior to approval. It is recommended to map processes in such a way that only when the request is approved for implementation, the change request status is set by the approval process. For example, as highlighted in the following image, for any change to which the approval process is attached, map the Process Designer process to the Scheduled status of the Change request.

  • When the Process Designer process is complete, the Change Request moves to the Completed status automatically.
  • It is recommended that the Process Designer processes should not be attached to the Change Requests if you select the Task Phase Management option for the given company.

For more information, see Mapping processes to BMC Remedy ITSM applications.

Restart Task

The Restart Task feature for Dependency Link is valid only for the Process Designer processes attached to service requests. This feature is not applicable for the processes attached to BMC Remedy ITSM requests, such as Change Management, Helpdesk, Problem Management, and Work Order. This is because the Restart Task option is unavailable for the TMS task and is available only for Service Request Management (SRM) or ABYD tasks.

Restarting Process Designer process

The Process Designer Mapping form allows you to reopen change requests and restart the Process Designer process attached to it. However, it is recommended to test it for your use case.

Approval Process Configuration

If you intend to use the Process Designer Approval for the Change feature, you should enable the feature by selecting the Enabled status from the Status drop-down list.

Attaching status of BMC Remedy ITSM request

You must always attach the status of the BMC Remedy ITSM request to the mapping form.

Creating blank tasks

You should not create blank task without any action on it because an empty task is never executed. You can assign such tasks explicitly to some support group so that the tasks can be manually completed.

Setting outcome field

It is recommended to set an outcome field in the Task Details tab. Setting an outcome provides better visual aid than creating conditions on dependencies, wherever applicable. 

With set outcome (example):

Without set outcome (example):

Selecting the Maintain Layout in Process Tracker check box

It is recommended to select the Maintain Layout in Process Tracker option for simple processes and the processes without sub-process calls or restarts. Select this option if you want the Process Tracker to display an executed instance of the process with the same layout as designed in the Process Designer Client. If you do not select the option, an automatic layout algorithm is used.

For more information, see Creating and managing a process template.

Creating representational assignee group

If you do not specify an assignee for a Change Requests, the Change Manager Group becomes the assignee of the tasks created by Process Designer. In case of Incident Requests, the Incident Assignee becomes the assignee of the task. You should explicitly create representational assignee group and assign the automated tasks created by Process Designer while designing the process flow. If not, the work done in the automated actions of the tasks is attributed to a non-related support group.

Communication with BMC Remedy AR server

The Process Designer Client uses the Mid-Tier session to communicate with the BMC Remedy AR server. For this reason, when the Process Designer client is launched from the Mid-Tier, the browser session should not be logged out for the duration of work performed from the Process Designer Client. From Process Designer Client, Update Process should be performed from time to time after modifications of processes.

Launching Process Designer Client

When the Process Designer Client is launched, it caches all the Process Designer-related configurations. If you create a new configuration record such as an Assignment rule, a Service Level Agreement (SLA), or an Object Level Agreement (OLA), you must close and re-launch the Process Designer for the configurations so that it is displayed in the Process Designer Client.

For more information, see Accessing BMC Remedy ITSM Process Designer.

ARID plugin

In a production environment, assign the ARID plug-in its own private thread pool to avoid conflict with other users and processes when performing operations on the AR System server. However, it is not required on the development or other low-volume servers. The Process Designer server uses the general thread pools.

The server queue must have a minimum of two threads available. The maximum number of threads depends on how many worker threads you require to perform the server-side operations. The higher this value, the faster the Process Designer server completes its operations in a high-load environment. However, assigning too many threads to this function can result in slowing down other areas of your BMC AR System server. BMC recommends a server queue to have a minimum of two threads and a maximum of eight threads. This allows up to seven operations to be performed concurrently, if required.

By enabling the audit for a process or a task, you can track the individual changes to processes and tasks, SLAs, OLAs, and assignment rules. The details include the user who made the change and the timestamp when the change was performed.

For more information, see Configuring the ARID plug-in and BMC Remedy ITSM Process Designer runtime settings.

Deleting Successful Jobs

Click the Yes option of Delete Successful Jobs in the Configuration tab of Process Designer. Click No only for debugging.

For more information, see Configuring the ARID plug-in and BMC Remedy ITSM Process Designer runtime settings

Production Box Settings

During the development time, the development server can carry several versions of processes. However, in the production box, it is recommended to keep and audit only the processes, which have undergone modifications from the actual business process perspective.

Configuration Console

You should note the current processes in the Design, Test, Suspended, and Archived phases in the Process Template tab of Process Designer Configuration Console or from the Process Designer Client Explorer. 

Deleting Unnecessary Processes

Every time you save a process, the Process Designer Client creates a new version of the process. During the design or a test cycle of a process, you may save the process multiple times thus creating new versions of the process each time. The existing versions of the process must be deleted unless they are the specific design-time auditing requirements. This avoids unnecessary clutter of processes and increases the Process Designer client and run-time performance marginally.

For more information, see Creating and managing a process template

Logging tab

When there is any performance issue, the root cause can be found in the logs. Its is recommended that you set the logging option to Form on the Configuration tab. If set, the Logging tab on the Configuration Console provides details of the log entries. A Search feature on the Logging tab helps you to locate the log entries related to specific request. Also, you can find the corresponding entries in the ABYD:ARIJob and ABYD:Task records.

For more information, see Enabling Process Designer logs.

Locks

When you open a process template in Process Designer for editing, BMC Remedy ITSM Process Designer creates locks. Locks prevent multiple users from editing the same template simultaneously.

For more information, see Enabling process locking.

SQL Queries tab 

The SQL Queries tab on the Configuration Console lists the SQL queries that are provided as a part of the standard installation. These queries are used along with the Set Fields action in BMC Remedy ITSM Process Designer to simplify the counting of records where this is required as a part of the process logic.

Unit Testing

In large development environments, it is necessary to use the Process Designer Sample form for process Unit Testing. It can potentially save enormous development time. You can run Service Request Management (SRM) and BMC Remedy ITSM processes using the Sample Console. You could easily see the tasks being created for the ITSM processes and use the Process Designer Wizard to input values. You can also view Process Tracker and the field values on the Console.

Locales

If the environment is expected to be only English, do not install all locales. Some fields created by Process Designer on non-English locales might require manual layout updates.

For more information, see Locales.

Backup

It is recommended to take regular backups of the ABYD applications and BMC Remedy ITSM form records that are integrated regularly to avoid loss of data due to data corruption. 

Transactional Data

If you have installed Process Designer and there is transactional data in the system, do not upgrade BMC Remedy ITSM or BMC SRM if you are not using Process Designer 9.0 or ITSM\SRM 9.0. In such cases, it is recommended to upgrade to Process Designer 9.0 and then upgrade ITSM\SRM 9.0. 

Calling Process Designer processes from custom forms

You can also call the Process Designer processes from the custom forms. You need to put the fields on the ABYD:ARIJob form.

For Custom forms, the values of the Task Schema is ABYD:Tasks and the template ID is the Request ID of the process template.

You can study the BMC Remedy ITSM Process mapping code if you want the Process Template ID to be picked from the code similar to the BMC Remedy ITSM feature.

The filter should have an execute condition based on the requirement such as submit, modify, any other run if conditions.

Returning to parent process

While running sub-processes, it is important to decide from which task you want to return to the parent process. The following options are recommended in various scenarios:

  • If you want the parent process to pause before the sub-process is complete, it is recommended to return to the parent process from the last task of the process. 
  • If you want the remaining parent process and sub-processes to execute in parallel, it is recommended to return to the parent process from the first task. 
  • If you want parent process to pause to a certain task and then execute in parallel, it is recommended to return to the parent process in between task of sub-processes.

The following video explains with an example the working of sub-processes: 

 https://youtu.be/Qz5LR05cZF4

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