BMC Remedy IT Service Management

Process Designer
Getting Started Guide
FOR RELEASE 8

VERSION 8.3.2
MARCH 2012

@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 has
been supplied, without BMC's prior written permission, or, if any part hereof is furnished by virtue of a contract with a third
party, 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 GUIDE FOR RELEASE 8

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

BMC Software, Inc. 2012

Version: 8.3.2
Date: March 2012
Page 2

BMC REMEDY IT SERVICE MANAGEMENT - PROCESS DESIGNER

GETTING STARTED GUIDE FOR RELEASE 8

Which Guide to Use

The following documentation is provided with Process Designer:
Process Designer Installation Guide

Provides details on how to install Process Designer

and integrate with either BMC ITSM or BMC SRM
applications

Process Designer User Guide

Provides information for process designers on how to

use the Process Designer client

Process Designer Standalone User Guide

Provides information for process designers on how to

use the standalone version of the Process Designer
client.

Process Designer Configuration Guide

Provides information for Remedy Administrators on

how to configure Process Designer reference data
and integration to ITSM/SRM applications in BMC
Remedy.

Process Designer Concepts Guide

Provides high level concepts on the architecture of

Process Designer

Process Designer User Guide for ITSM and

SRM

Provides information for Remedy users on how to

use Process Designer processes that have been
configured to run with ITSM or SRM applications.

What's New in Release x.xx

Provides high-level information on what new

functionality 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 the
integration to Remedy is working correctly. It assumes that the reader has already followed the steps
in the Process Designer Installation Guide although the integration steps with ITSM or SRM
applications 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, or
double click on the Process Designer icon created on your desktop.
The following login screen should appear:

BMC Software, Inc. 2012

Version: 8.3.2
Date: March 2012
Page 3

BMC REMEDY IT SERVICE MANAGEMENT - PROCESS DESIGNER

GETTING STARTED GUIDE FOR RELEASE 8

Enter your Remedy server name and specify the port number (if not using port-mapper). Enter a valid
Remedy username and password for a user who is a member of the Process Designer Administrator
or Process Designer Sub Administrator groups in Remedy.
Then click on the OK button to login.

BMC Software, Inc. 2012

Version: 8.3.2
Date: March 2012
Page 4

BMC REMEDY IT SERVICE MANAGEMENT - PROCESS DESIGNER

GETTING STARTED GUIDE FOR RELEASE 8

3.

Importing the Sample Processes

Process Designer is shipped with some sample processes including standard ITIL v3 processes
and 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 toolbar
Select one of the files from the ITIL v3 folder, or manually import the
SampleProcesses.xml file.
The processes are now available for selection and can be modified within the graphical
interface.

BMC Software, Inc. 2012

Version: 8.3.2
Date: March 2012
Page 5

BMC REMEDY IT SERVICE MANAGEMENT - PROCESS DESIGNER

GETTING STARTED GUIDE FOR RELEASE 8

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 group
permissions and then from the Home Page, select Designer Sample Form

The following form will appear.

BMC Software, Inc. 2012

Version: 8.3.2
Date: March 2012
Page 6

BMC REMEDY IT SERVICE MANAGEMENT - PROCESS DESIGNER

GETTING STARTED GUIDE FOR RELEASE 8

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 generated
for 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.

BMC Software, Inc. 2012

Version: 8.3.2
Date: March 2012
Page 7

BMC REMEDY IT SERVICE MANAGEMENT - PROCESS DESIGNER

GETTING STARTED GUIDE FOR RELEASE 8

5. Troubleshooting
The most common problem encountered at runtime is with the creation of tasks from a Designer
process. Use the diagnosis tree on the following page to identify and resolve the problem. If you still
cannot resolve, contact BMC support on support@abydos-workflow.com

BMC Software, Inc. 2012

Version: 8.3.2
Date: March 2012
Page 8

BMC REMEDY IT SERVICE MANAGEMENT - PROCESS DESIGNER

GETTING STARTED GUIDE FOR RELEASE 8

BMC Software, Inc. 2012

Version: 8.3.2
Date: March 2012
Page 9

BMC REMEDY IT SERVICE MANAGEMENT - PROCESS DESIGNER

GETTING STARTED GUIDE FOR RELEASE 8

*262633*

BMC Software, Inc. 2012

Version: 8.3.2
Date: March 2012
Page 10