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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.

Process templates

Processes created within BMC Remedy ITSM Process Designer are stored in the BMC Remedy database. Each process that consists of a collection of tasks, dependency rules, SLA targets, actions, and related fields is called a process template.

A process template is a combination of a header record and a logical grouping of tasks. The header record holds information about the status of the process and its version number, name, type, and SLA. It is called a template because it can be used as the basis for a process that relates to an application record such as a fault, incident, or change request within the BMC Remedy ITSM applications.

Both processes and tasks have associated SLAs, which define the time that is allocated to complete the process and its component tasks.

Process template states

Process templates can be in different states, like, design, test, live, suspended and archive. The various process template states and the valid transitions between those states are shown below.

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