BMC Remedy IT Service Management - Process Designer Getting Started Guide

8/20/2019 BMC Remedy IT Service Management - Process Designer Getting Started Guide

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@BMC Software, Inc. 2012

This document is the property of BMC Software, Inc.. and the information contained herein is confidential. This document,either in whole or in part, must not be reproduced or disclosed to others or used for purposes other than that for which it hasbeen supplied, without BMC's prior written permission, or, if any part hereof is furnished by virtue of a contract with a thirdparty, as expressly authorised under that contract. BMC shall not be liable for any errors or omissions.

BMC Remedy IT Service Management-

Process Designer™

Getting Started GuideFOR RELEASE 8

VERSION 8.3.2MARCH 2012


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BMC REMEDY IT SERVICE MANAGEMENT - PROCESS DESIGNER™GETTING STARTED GUIDE FOR RELEASE 8

BMC Software, Inc. 2012 Version: 8.3.2Date: March 2012

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CONTENTS

WHICH GUIDE TO USE ................................................................ ................................................................... 3

1.

INTRODUCTION ....................................................................................................................................... 3

2.

STARTING PROCESS DESIGNER ......................................................................................................... 3

3.

IMPORTING THE SAMPLE PROCESSES .......................................................... .................................. 5

4. RUNNING THE SAMPLE PROCESSES IN REMEDY ................................................................. ............ 6

5. TROUBLESHOOTING ............................................................... ................................................................... 8


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Which Guide to Use

The following documentation is provided with Process Designer:

Process Designer Installation Guide Provides details on how to install Process Designerand integrate with either BMC ITSM or BMC SRMapplications

Process Designer User Guide Provides information for process designers on how touse the Process Designer client

Process Designer Standalone User Guide Provides information for process designers on how touse the standalone version of the Process Designerclient.

Process Designer Configuration Guide Provides information for Remedy Administrators onhow to configure Process Designer reference data

and integration to ITSM/SRM applications in BMCRemedy.

Process Designer Concepts Guide Provides high level concepts on the architecture ofProcess Designer

Process Designer User Guide for ITSM andSRM

Provides information for Remedy users on how touse Process Designer processes that have beenconfigured to run with ITSM or SRM applications.

What's New in Release x.xx Provides high-level information on what newfunctionality is included in the corresponding release.

Process Designer Getting Started Guide This document.

1. Introduction

This guide provides a quick overview of how to get started with Process Designer and test that theintegration to Remedy is working correctly. It assumes that the reader has already followed the stepsin the Process Designer Installation Guide although the integration steps with ITSM or SRMapplications are not required to complete this test.

Note that this guide relates to the full version of Process Designer, not the Standalone version.

2. Starting Process Designer

To start Process Designer, select Process Designer from the Start->Programs->Abydos menu, ordouble click on the Process Designer™ icon created on your desktop.

The following login screen should appear:


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Enter your Remedy server name and specify the port number (if not using port-mapper). Enter a validRemedy username and password for a user who is a member of the Process Designer Administratoror Process Designer Sub Administrator groups in Remedy.

Then click on the OK button to login.


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3. Importing the Sample Processes

Process Designer™ is shipped with some sample processes including standard ITIL v3 processesand a selection of other processes that you can use to help evaluate product functionality.

In order to make use of the sample processes:

• Start Process Designer™.

• Click the Import... button on the toolbarSelect one of the files from the ITIL v3 folder, or manually import theSampleProcesses.xml file.

• The processes are now available for selection and can be modified within the graphicalinterface.


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4. Running the Sample Processes in Remedy

To generate an instance of the process in Remedy:

Login as a user with Process Designer Sub Administrator or Process Designer Administrator grouppermissions and then from the Home Page, select Designer Sample Form

The following form will appear.


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Task-list generated from a process

You must have the Process Designer Remedy Interface installed and configured. Please refer to Section 4.5 of the Process Designer Installation Guide for more information.

• Select a Process Name and click on the New Request button

• Use the ‘Show All Tasks’ checkbox and ‘Refresh Tasks’ buttons to see the tasks generatedfor the selected process. If no tasks are generated, see the trouble-shooting section below.

To step through the workflow of a generated process in Remedy:

•

Click on the Open Wizard button• Select an outcome value from the dropdown menu if required then click on the green arrow

button to move to the next step.

If the task-list is not generated, refer to the troubleshooting section at the end of this document.


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5. Troubleshooting

The most common problem encountered at runtime is with the creation of tasks from a Designerprocess. Use the diagnosis tree on the following page to identify and resolve the problem. If you stillcannot resolve, contact BMC support on [email protected]

mailto:[email protected]:[email protected]:[email protected]:[email protected]


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