This documentation supports the 9.0 version of Remedy IT Service Management Suite.

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Frequently Asked Questions on BMC Remedy ITSM Process Designer

This topic provides answers to all the frequently asked questions on Process Designer.

 FAQs related to Process Designer concepts

What is Process Designer?

BMC Remedy ITSM Process Designer is a tool that you can use to build and implement processes for requests such as change and service requests. It provides a graphical user interface for building processes that can be executed within BMC Remedy ITSM applications based on tasks, dependencies, decisions, and rules without the need to develop new applications or customize existing applications. BMC Remedy ITSM Process Designer is useful for systems that require various multiple processes and tasks depending on the type of request.

What are the components of Process Designer?

Process Designer application comprise the following components:

  • A Process Tracker to view the status and history of each instance of the process
  • Release management feature with auditing and rollback capability
  • Decision tree support and a data entry wizard
  • Full integration with the out-of-the-box BMC Remedy ITSM applications and custom-built applications
  • Import and export capability for migrating processes between servers

What are the benefits of using Process Designer?

The Process Designer application has the following benefits:

  • Processes that suit your business: You can design and implement processes that suit your business needs without having to customize existing out-of-the-box applications.
  • Understand and review the processes easily: You can use a graphical format to build and review processes in exactly the way that they are implemented.
  • Faster deployment at lower cost: You can use a simple graphical interface to implement processes without having to customize BMC Remedy ITSM applications.
  • Reduced support and upgrade costs: BMC Remedy ITSM Process Designer helps reduce time and effort to support the BMC Remedy ITSM applications because no additional development or customization is required.
  • Streamlined processes: BMC Remedy ITSM Process Designer enables automation of processes by implementing automated actions and approvals.
  • Adherence to management, compliance, and audit requirements: The Process Diagram and Process Tracker provide a diagrammatic view of the process and its current status, and a historical flow of every transaction through the process.
  • Simplified user interface: You can build decision trees quickly to provide a simplified user interface for the data required to support processes
  • Automated, built-in version control: Processes are automatically version-stamped, which enables you to easily roll back to or report usage of earlier versions.

Who are the typical users of this product?

Usually Business Administrators or Process Designers for initial process construction, supplemented by BMC Remedy Administrators to review, augment and deploy.

Does the product support multi-tenancy?

Yes, in the following ways:

  • Every process belongs to an ITSM company. 
  • When you connect to the client you can only see processes that belong to your own company (unless you are a Remedy Administrator).

Why should I use Process Designer, if I only want to create SRDs with simple fulfillment processes?

Process Designer may not offer a lot of cost savings over PDT/AOT approach for very simple fulfillment processes (for example, creating single incident). However, you may build out complex fulfillment processes in future or start using Process Designer for other ITSM workflows. Therefore, there is no need for you to learn any other tool.

Can Process Designer be used with Remedy on Demand?

Yes. You can use Process Designer with Remedy on Demand.

How are Task records used with Process Designer when implemented with SRM?

The task records are back-end records used to control the process routing and implementation.  End-users and administrators should not need to be exposed or interact with these records directly.

What are other advantages of using Process Designer?

Using Process Designer has the following advantages:

  • Higher business flexibility
  • Faster and lower cost deployment – 60% savings
  • Increase user productivity
  • Reduced user training costs
  • Increased process conformance, auditability and governance
  • Graphical Process builder
  • Automated implementation of processes in Remedy
  • Support for multi-tenancy and localization
  • Process Version control (including rollback capability)
  • End user process navigator
  • Graphical process tracking

What versions of Process Designer are available?

The following Process Designer versions are available:

  • Process Designer 9.0.00
  • Process Designer 8.3.04
  • Process Designer 8.3.03
  • Process Designer 8.3.02

Note

BMC recommends using 9.0.00 version of Process Designer.

Which version of Process Designer is compatible with which version of BMC Remedy ITSM?

The following table provides the compatibility matrix of Process Designer with other products:

AR

CMDB

ITSM

SRM

Process Designer

9.0

9.0

9.0

9.0

9.0

9.0

9.0

8.1 SP2

8.1 SP2

9.0

9.0

9.0

8.1 SP1

8.1 SP1

9.0

9.0

9.0

8.1

8.1

9.0

9.09.08.08.08.0

9.0

9.0

7604 SP4

7604 SP4

9.0

9.0

9.0

7604 SP2

7604 SP2

9.0

 FAQs related to Process Designer Processes

What happens if a process is changed or deleted after it has started executing in my BMC Remedy ITSM application?

Changing the process has no impact on existing processes that are in-flight. The processes continue through to completion based on the version of the process that was mapped when the request was first submitted even if the process is deleted in the Process Designer client.

Can I use multiple conditions on a dependency to control routing?

No. You must break it up into separate conditions and use a separate dependency line for each one.

Can I use a process in archive state?

No. You cannot use. However, you can use the process if process it is used in Live state and then moved to archived.

 FAQs related to Process Designer Installation

Do you need to install Process Designer on every customer server?

Yes, since the product binaries are used at runtime to initiate and progress the process.

Can I install Process Designer without having BMC Remedy ITSM?

Yes, you can install Process Designer without having BMC Remedy ITSM installed. This will be a standalone Process Designer installation.

What sequence to follow for installing Process Designer?

You can install Process Designer as per the following sequence:

  • BMC Remedy AR System > BMC Atrium Core > BMC Remedy ITSM > BMC Service Request Management > Process Designer
  • BMC Remedy AR System > BMC Atrium Core > BMC Remedy ITSM > Process Designer > BMC Service Request Management
    Note: This includes Process Designer integration with BMC Remedy ITSM, to obtain BMC Service Request Management integration. In such cases, you must re-run the Process Designer installation and select BMC Service Request Management as integration point.
  • BMC Remedy AR System > BMC Atrium Core > Process Designer > BMC Remedy ITSM > BMC Service Request Management
    Note: This includes Process Designer Core Install, to obtain BMC Remedy ITSM / BMC Service Request Management integration. In such cases, you must re-run the Process Designer installation and select BMC Remedy ITSM/SRM as integration point.
  • BMC Remedy AR System > BMC Atrium Core > BMC Service Request Management > Process Designer > BMC Remedy ITSM
    Note: This includes Process Designer integration with BMC Service Request Management, to obtain BMC Remedy ITSM integration. In such cases, you must re-run the Process Designer installation and select BMC Remedy ITSM as integration point.
  • BMC Remedy AR System > BMC Atrium Core > Process Designer > BMC Service Request Management > BMC Remedy ITSM
    Note: This includes Process Designer Core Install, to obtain BMC Remedy ITSM/BMC Service Request Management integration. In such cases, you must re-run the Process Designer installation and select ITSM / BMC Service Request Management as integration point at such time.
  • BMC Remedy AR System > BMC Atrium Core > Process Designer
    Note: This includes Process Designer Core Install, to obtain BMC Remedy ITSM/BMC Service Request Management integration. In such cases, you must re-run the Process Designer installation and select BMC Remedy ITSM/BMC Service Request Management as integration point after BMC Remedy ITSM / BMC Service Request Management is installed.

Are there any prerequisites to install Process Designer?

No. There are no prerequisites to install Process Designer apart from BMC Remedy AR System, BMC Remedy ITSM, and BMC Service Request Management installations.

Is there any post install activity to be performed before installation?

You must restart Mid Tier and must set the default Web path.

Can I install Process Designer in Silent mode?

Yes. Process Designer can be installed in Silent mode.

What do I do if I get errors while Process Designer installation – skip, retry, abort?

If possible retry the step and when the install completes, check the details of failed state and also check for related documentation of how to handle it. If the documentation too is not clear, contact the BMC support.

Does Process Designer support pause mode installation?

No. Process Designer does not support pause mode installation.

Can Process Designer be installed on a server group?

Yes, you must install Process Designer on all the servers within the Server Group.

 FAQs related to BMC Remedy ITSM and BMC Service Request Management

Does Process Designer create any workflow?

No, the interface to ITSM is completely data-driven. It utilizes the BMC Remedy ITSM task management system (TMS), creating task records that equate to process steps. However, it adds some workflows at the install time.

With which BMC Remedy ITSM version I can use Process Designer?

The following table provides the compatibility matrix of Process Designer with other products:

AR

CMDB

ITSM

SRM

Process Designer

9.0

9.0

9.0

9.0

9.0

9.0

9.0

8.1 SP2

8.1 SP2

9.0

9.0

9.0

8.1 SP1

8.1 SP1

9.0

9.0

9.0

8.1

8.1

9.0

9.09.08.08.08.0

9.0

9.0

7604 SP4

7604 SP4

9.0

9.0

9.0

7604 SP2

7604 SP2

9.0

Can Process Designer be used with all the BMC Remedy ITSM / BMC Service Request Management applications?

Yes, Incident Management, Problem Management, Change Management, BMC Service Request Management, Work Order are the applications used most commonly with Process Designer. During install time, you must select the BMC Remedy ITSM components you want to work with.

Is Process Designer compatible with BMC Remedy ITSM 7.5?

No they would need to upgrade to BMC Remedy ITSM 7.6.04 SP2 at the least.

Can I create multiple child work orders under a single parent work order?

Yes, it is possible to do so. However, you can created multiple child work orders under a parent work order, when you create it only through Create and Manage Request. You cannot create child work orders from Create New Request.

Why does the Work Info when added to SRM, gets added to non-closed requests?

You observe this behavior because the status syncs are designed to work in the following manner:

  • First task sets the Service Request status to In Progress.
  • Last task sets the Service Request status to Completed.
  • When the Service Request is between In Progress and Completed status, use Create and Manage Request to create child requests. The child requests will not go to In Progress state until an incident is nor resolved or a Work Order\Change Request is not completed or the child requests are cancelled.
  • The non-closed child requests created using Create and Manage Request will inherit the work info added to the Service Request.

How mandatory fields are handled in Create New Request Action?

The mandatory fields are highlighted in bold. However, the check for mandatory fields is not done at the design time so as to avoid any conflicts with the business logic that might exist in the AR filters. Process Designer should explicitly decide on the mappings. Also, in case of ITSM forms, the Interface form's field list is shown in the full list view. Here, you must ensure that custom fields are handled as well.     

 FAQs related to Approvals

How does Process Designer implement Approvals?

Process Designer uses the Approval Engine to implement approval actions in the process.  These approvals are currently limited to ad-hoc type approvals.

Is it possible to have multiple approval steps in the same process?

Yes you can have as many as you need but they cannot run in parallel and they should be followed by a step with an assignment rule to check for approval/rejection as the outcome.

Can I have more than one approver at same level for approving a request?

No. Currently, this is a limitation.

 FAQs related PDT/AOT

Can I mix Process Designer and PDT/AOT approach?

While it is technically possible to use both approaches in parallel, it is not recommended to mix PDT/AOT approach with Process Designer approach. Along with a long high curve required to learn and master both the tools, end users experience two different interactions (visualize request progress, Activity Log Process Designer ates).

Can Process Designer be used to replace the Q&A?

No, you must still continue to use these for data capture and use Process Designer for the back-end fulfillment. Rather, Q&A captured in SRM traditionally, can be used in Process Designer processes for driving the process business logic.

When to use Process Designer and when to use native Task System and BMC Service Request Management PDT/AOT Approach?

Refer to the following tables:

Use Process Designer, ifUse PDT / AOT, if
  • Existing BMC Service Request Management customer has service request catalog implemented using Process Designer
  • Existing BMC Service Request Management customer has service request catalog implemented via PDTs/AOTs and plans to significantly build out their request fulfillment processes.
Existing BMC Service Request Management customer has service request catalog implemented using PDTs/AOTs and does not plan to significantly build out their request fulfillment processes.

For ITSM:

Use Process Designer when youUse Task Management Native Processing when you
  • Have a mix of simple and complex processes  for which you need a graphical interface to view and manage the processes.
  • Want to create complex dependencies between tasks.
  • Want to capture additional data without making data model changes to the task application.
  • Want to integrate tasks with any form, perform notifications and approvals without customization.
  • Need only simple processes.
  • Want to interact directly with the task form for entering data instead of the process designer wizard.
  • Need to generate automate tasks for integration to other systems without having customization.

Comparison of using SRM PDT vs PD

The following is an example based on customer feedback for Service Request Definition:

Without Process DesignerActivitiesWith Process DesignerActivities
  • Simple SRD setup: 1 day
  • Complex SRD setup: 3-5 days
  • Create navigational categories
  • Create PDT
  • Create AOTs
  • Create Work Order templates
  • Create CR templates
  • Create SRD
  • Create Q&A definitions
  • Create AIFs
  • Simple SRD setup: 30 mins
  • Complex SRD setup: 1 – 2 hours
  • Create navigational categories
  • Create SRD
  • Create Abydos Designer process
  • Service Request Management:
  • Any SR with complex fulfilment (IT or non-IT)
  • Use OOB Q&A for Data Capture, Process Designer for fulfilment OR
  • Use AIFs for Data Capture, Process Designer for fulfilment.
  • Fulfilment can be cross-ITSM:
    • Create Work Orders, Change Requests, Incidents etc.
  • Fulfilment can include Approvals:
    • For Ad-hoc approvals, use Designer Approval action
    • For Complex approvals use OOB approval config.
  • Fulfilment process can directly reference any field value on the SR
    • For example, use SR Type values to control process routing decisions
  • Fulfilment process can include loops where steps need to be repeated
 FAQs related to SRD

How is it possible to use data captured during Q&A to drive/route the fulfillment process?

Yes these can be read directly from the SR Type fields on the Service Request that are populated using the Q&A Mappings on the SRD.

My customer already has a Service Request Definitions (SRDs) set up. Can they still use Process Designer?

Yes, they can use Process Designer for any new SRDs without conflicting with the existing ones.

 FAQs - Miscellaneous

How are the mandatory fields handled in Create New Request Action?

When viewed in a full list view, all the required fields on the form are displayed in BOLD. However, this condition is not applied during the design time, in order to avoid conflict with business logic that may exist in AR filters. Process Designer should consciously decide on mappings. Also, in case of ITSM forms, the Interface forms field list is shown in the full list view. Ensure that the custom fields are handled on the ITSM forms as well.

Can I create ad hoc task using process tracker?

Yes. Using Process Tracker you can create ad hoc task and task templates. However, currently, this is restricted to Incident. For more information, see Inserting Ad hoc Tasks.

Can this product be used to replace the need for Advanced Interface Forms (AIFs)?

No, you should still continue to use these for data capture and use Process Designer for the back-end fulfillment.

Which browsers are supported?

The following browsers are supported:

  • Internet Explorer 9.x
  • Mozzila Firefox (latest version)
  • Google Chrome 39.x
  • Safari 6.3.x

Which server platforms are supported?

The following server platforms are supported:

  • Windows Server 2008 R2 x64 and later (Standard, Enterprise, and Datacenter editions)
  • RHEL 6.5 x64 and later

What is the licensing model for this product?

There is no need to provide/install any license keys – the product will run against any licensed version later than ITSM 7.6.04 SP2 version of the AR server.

Can Process Designer be accessed with various Midtiers simultaneously, if the default WebPath is configured to a single MidTier?

No. However, it is possible with the help of Load balancers.

How do I confirm Process Designer integrations are intact post Process Designer upgrade or ITSM upgrade?

User should be able to use processes already created before upgrade.

Which database platforms are supported?

The following database platforms are supported:

  • SQL Server 2008 R2
  • Oracle Database 11gR2 (11.2.0.3.0)

How do I move processes between servers?

Use the Import/Export feature of the Process Designer client, and then re-create the mappings to the SRD records on the target server.

Does Process Designer make use of the SLM?

No. However, Process Designer has its own OLAs that can be defined against individual tasks and escalated if the defined threshold is exceeded. However, it is recommended to use SLM component’s SLAs Feature.

The SLA and OLA functionality in Process Designer today is meant to support simple timed-based notifications and ability to track OLAs on individual tasks.  

SLM should be used at process level instead of Process Designer.

The SLM product should be used for managing the SLA contract agreement with the business.  It provides functionality for managing multiple service level targets, rolling those targets up into an overall agreement and sending notifications and taking actions as a result. 

This functionality is already tightly integrated with SRM and Change Management.

Other key SLM function – Reporting, Dashboards and so on.

Do I have to be a Remedy Administrator to use Process Designer?

No, but you need to be a member of the Process Designer Administrator group.

How is task cancellation in Process Designer different from task cancellation in ITSM?

In Process Designer, when you cancel a particular task, all the child tasks associated with that task also get cancelled.

Process Designer - Some "Gotcha's" to look out for

Transfer SRD Attachments to INC, via Process Designer

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