bmc remedy it service management · process designer™ installation guide for release 8.3.03 bmc...

© BMC Software, Inc. 2013

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BMC Remedy IT Service Management

PROCESS DESIGNER

Installation Guide FOR RELEASE 8.3.03

DATE: JANUARY 2013

PROCESS DESIGNER™ INSTALLATION GUIDE FOR RELEASE 8.3.03

BMC Software, Inc. Confidential

Version: 8.3.03 Date: Nov 2012




CONTENTS

1 INSTALLING BMC REMEDY ITSM PROCESS DESIGNER ............................................................. 4

1.1 BEFORE YOU BEGIN ................................................................................................................................ 5 1.2 INSTALLING AND RUNNING THE PROCESS DESIGNER INTEGRATION AND CONFIGURATION TOOL

(PDICT) ............................................................................................................................................................. 5 1.3 RECONCILING OVERLAID OBJECTS AFTER INSTALLING PDICT ............................................................... 9 1.4 CREATING A PROCESS DESIGNER SERVER (ARID) USER ..................................................................... 11 1.5 CREATING A PRIVATE QUEUE FOR THE ARID PLUG-IN ........................................................................ 12 1.6 INSTALLING THE PROCESS DESIGNER SERVER (WINDOWS) .................................................................. 13 1.7 INSTALLING THE PROCESS DESIGNER SERVER (LINUX OR UNIX) ........................................................ 16 1.8 RESTARTING SERVICES AND FLUSHING THE MID TIER CACHE .............................................................. 19 1.9 CONFIGURING THE ARID PLUG-IN AND PROCESS DESIGNER RUNTIME SETTINGS ................................. 20 1.10 INSTALLING THE PROCESS DESIGNER CLIENT ....................................................................................... 23 1.11 ADDING PERMISSIONS TO ALL USERS WHO REQUIRE ACCESS TO PROCESS DESIGNER ........................... 25

2 UNINSTALLING PROCESS DESIGNER ............................................................................................. 28

2.1 UNINSTALLING THE PROCESS DESIGNER CORE APPLICATION AND INTEGRATION TO BMC IT SERVICE

MANAGEMENT OR BMC SERVICE REQUEST MANAGEMENT ............................................................................ 28 2.2 UNINSTALLING THE PROCESS DESIGNER SERVER................................................................................. 28 2.3 UNINSTALLING THE PROCESS DESIGNER CLIENT SOFTWARE ................................................................ 28 2.4 UNINSTALLING PROCESS DESIGNER INTEGRATION TOOL (PDICT) ...................................................... 28 2.5 UNINSTALLING THE MID TIER DATA VISUALIZATION MODULES ........................................................... 29

3 UPGRADING ............................................................................................................................................ 29

3.1 UPGRADING BMC REMEDY ITSM 7.6.04 TO 8.0.00 (OR LATER) .......................................................... 30 3.2 UPGRADING PROCESS DESIGNER FROM 8.3.1 OR 8.302 ........................................................................ 30

4 TROUBLESHOOTING ............................................................................................................................ 30

4.1 CANNOT SEE THE PROCESS DESIGNER ENTRIES IN THE APPLICATION LIST ........................................... 30 4.2 ISSUES WITH THE ARID PLUG-IN .......................................................................................................... 30 4.3 TROUBLESHOOTING PROCESS TRACKER INSTALLATION ....................................................................... 32




1 Installing BMC Remedy IT Service Management Process Designer

There are three major tasks to installing BMC Remedy IT Service Management Process Designer on BMC Remedy AR System 8.0.00 (or above) servers.

Installing Process Designer Installation and Configuration Tool (PDICT) – This installer runs on a Windows computer and installs Remedy workflow in the AR System server.

Installing the server– For a Windows server, the installer must run on the AR System server. For a UNIX server, the installation is a manual procedure.

Installing the client – This is an optional install on a Windows computer. You can also launch a web client while logged into the Process Designer application.

The following steps are required to complete the Process Designer Installation:

Action Required for

Check prerequisites. All fresh installs or upgrades

Install PDICT tool. All fresh installs or upgrades

Run PDICT tool against the AR System server.

All fresh installs or upgrades

Reconcile the base and overlay layers.

Fresh install: Only if objects updated by PDICT install are overlaid Upgrade: Only if objects updated by PDICT install are overlaid, or previous PDICT install was performed in Best Practice Mode.

Create an ARID plug-in user. Fresh installs only

Create a Private RPC Queue for ARID plug-in.

Optional step for fresh installs only

Install server:

Windows

UNIX or Linux

All fresh installs or upgrades on AR System servers running windows

Restart web services. All fresh installs or upgrades

Flush Mid Tier cache. All fresh installs or upgrades

Set or review the Process Designer configuration.

All fresh installs using UNIX / LINUX All fresh installs where an RPC queue has been configured

Install the thick client Only required if you do not wish to use the web client.

Add permissions to Process Designer users.

Required for fresh installs, for each user who needs the ability to design/deploy processes

Note: For BMC Remedy IT Service Management Process Designer 8.3.03, you might encounter issues when installing the server on a UNIX computer or with an Oracle DB. For more information, see the workarounds in the Appendix PDF.




1.1 Before you begin You should be familiar with BMC Remedy AR System administration. Verify the following requirements:

BMC Remedy AR System 8.0.00 or above has already been installed.

Process Designer 8.3.03 integrates with BMC Remedy IT Service Management and BMC Service Request Management 8.1 and later.

Business Time Holidays and Business Time Workdays forms are installed on your server. You can import them from: <ARSystemInstallationDirectory>/templates/bustime.def

Disable Admin Operations in the AR System Server Configuration is unchecked.

Max Attachment Size parameter on the AR System Server Configuration is greater than 5000000 (5MB) or equal to 0 (unlimited). An incorrect setting can result in an error when running PDICT, since PDICT will be unable to create the Data Visualization entry for the Web Client.

The operating system for the computers used to run PDICT is Windows XP or Windows 7. You must have Administrator permissions on the computer and can connect to the AR System server from the client.

AR System server and Mid Tier all have Oracle Java 1.6 (or later) installed.

Installing the Process Designer server requires the .NET Framework 2.0 which is not installed by default on Windows 2012, but is included in .NET 3.5. Windows 2012 server comes with .NET Framework 4.5 which does not include earlier versions of the framework.

1.2 Installing and running the Process Designer Integration and Configuration Tool (PDICT)

You must install Process Designer Installation and Configuration Tool (PDICT) for new installations or upgrades. You use PDICT for:

Importing the Process Designer BMC Remedy application

Completing the required steps for integrating Process Designer with IT Service Management /Service Request Management based applications. These steps involve:

o Importing Process Designer workflow o Adding Process Designer fields to existing ITSM forms o Updating existing ITSM field properties o Updating existing ITSM workflow qualifications o Adding configuration data entries

Note: Even if you are not able to run PDICT, you should still install this tool in order to gain access to the Process Designer Remedy application and integration definition files required for a manual installation. To install PDICT You can install PDICT on any Windows-based client computer with network access to the AR System server, or directly onto the AR Application server itself (if it is Windows-based). For Solaris- or Linux-based servers, you should install PDICT on a Windows client computer. The installation requires the JRE version 1.6 or later.

1. Navigate to the PDICT folder in the zip file downloaded for Process Designer. 2. Run the setup.exe file. 3. In the Welcome panel, click Next. 4. In the License Agreement panel, agree to the the terms of the license, and then click Next. 5. In the Select Installation Folder panel, review the default installation folder and

permissions, and then click Next.




6. In the Confirm Installation panel, click Next. 7. When the installation is successful, click Close.

The installer places a shortcut to PDICT on your desktop. Before you run PDICT Export your BMC applications before you run PDICT. Process Designer modifies existing applications and creates custom fields and workflow. To run PDICT PDICT is designed to run against un-customized BMC Remedy IT Service Management and BMC Service Request Management applications. After you install PDICT, review each amended form to check that the visible fields are positioned correctly and then adjust the layout as necessary. If customizations are carried out on the overlay layer, perform the reconciliation steps. Note: If you use it on a customized application, review the manual steps in Appendix A to make sure that there are no potential conflicts with existing customizations.

1. Double click the Process Designer Integration and Configuration Tool 8.3.03 icon on your desktop. You can also select Program Files > BMC Software >Process Designer 8 >Process Designer Integration and Configuration Tool 8.3.03 to open PDICT.

2. Enter the following information:

Name of your AR System server

Administrator user and password

Port to connect to the AR System server (if you use one)

Log file path where a log file will be created. The default is your temporary folder. This log shows if all of the requested actions have run correctly. If the log file already exists, information is appended to it. Click Clear Log to remove existing entries before you start.

3. Click Next.




4. Select Install Process Designer Application and/or ITSM/SRM Application Integration, and then click Next. Note: This option applies to fresh installs, upgrades, and repairs.

5. Select one or more of the following integrations, and then click Finish.

Process Designer Core Application -- if you have not already installed it, you must include this option here.

Incident Management

Change Management

Problem Management

Service Request Management

Work Order

If you do not want to integrate with BMC Remedy IT Service Management applications at this stage, leave these ITSM options unselected. You can re-run PDICT at a later time to perform these integrations either together or separately.




6. Review the warning that PDICT customizes your existing BMC applications, and then click OK. The installer detects your version of BMC Remedy IT Service Management and BMC Service Request Management, and installs the appropriate integration for your version.

PDICT actions are split into several stages. These stages (and the steps contained within each) are completed in turn. If any of the steps fail (possibly due to a timeout), the installation is halted and the user given the option have the option to:

Retry the step

Skip the step

Kill the installation.

Note: Some steps can take several minutes to complete, particularly CORE INSTALL D, where Process Designer is being imported. Generally, the install can be expected to take between 10 and 30 minutes to complete. Where a best practice install is being upgraded, it can take up to an hour to complete.

Tip: If your PDICT install seems particularly slow, check if the system resources (CPU and memory) on your AR System server or database server are being stretched. Cancelling the PDICT install and then restarting the AR System service can help. But make sure you give the service time to fully restart and settle before running PDICT again.

If you skip the step, then you can complete that step manually by referring to the corresponding manual activity in Appendix A. Note: Skipping steps often results in the failure of subsequent steps. If the failure was a timeout issue, waiting 10 minutes for server activity and database activity to diminish before re-trying usually results in successful completion on the second attempt.

You can run PDICT multiple times against the same server following a partially completed, failed, or completed installation. For each integration step, PDICT overwrites any previous changes. This does not result in a loss of data, but could result in overwriting Process Designer hot fixes that have been applied since the initial install. You must reapply these after a successful install.

7. When PDICT completes the installation, click Close.




PDICT Limitations PDICT only installs visible fields onto the default view of the BMC Remedy IT Service Management forms changed for integration and does not install onto any other views. If you require the visible fields on other views or locales, then you must manually add these to the required views and perform any translation of field labels to localise them as necessary. The forms and views that are updated are listed in Appendix A PDICT does not update the Classic View forms in BMC Remedy IT Service Management. If you use these forms and want to use Process Designer with the associated application, you must perform additional manual steps to add the required fields and share the required workflow. Contact BMC support for further advice.

1.3 Reconciling overlaid objects after installing PDICT Perform this procedure only for installations where PDICT detected overlays on one or more of the objects that it updated. Note: There are two possible reasons for the existence of overlays:

1. Objects have been customized using Best Practice Mode. 2. An upgrade is being performed from Process Designer 8.302, and the previous install was

performed in best practice mode. Reconciliation is a manual process to make sure that only required customizations exist on the overlay layer. After PDICT has completed, the final message indicates if any objects were found to be overlaid, and require reconciliation.

If you receive this message when PDICT is finished, open the PDICT log:

Click View Log.

Open the PDICT log directly from its configured location (by default this is C:\Users\<Username>\AppData\Local\Temp\ProcessDesignerIntegration.log) where <Username> is the user logged onto the client computer.

At the end of the log, you can find a list of the objects that require reconciliation can be found.For example:




For each object that requires reconciliation, you have the following options:

Delete the overlay If the only reason that you have the overlay on your system is from a previous best practice installation of an earlier version of Process Designer, BMC recommends that you delete the overlay. Note: For forms, deleting the form overlay automatically deletes any overlays created for the forms fields and views. Any custom fields (and data within them) are also lost, so make sure that the form does not contain customizations that you want to keep before deleting the overlay.

Reconcile the overlay with the base object. Use this option if you have additional customizations that you want to keep. Use the base object as a reference to make sure that required customizations are retained on the overlay, while also making sure that any modifications made to the base object from the Process Designer upgrade are also retained. For forms, check each overlaid view to make sure that fields are positioned correctly. Consider any overlaid fields on the form. Appendix D lists the forms that are modified by Process Designer, together with the fields added or modified on each form. For BMC Remedy ITSM workflow modified by PDICT, PDICT disables the base object and overlay object, and then adds a replacement object with an ABYS: prefixed name in its place. If the overlay contains customizations that you want to keep, create an overlay on the ABYS: prefixed object containing the same customizations, and then delete the overlay on the original object. Appendix E lists that workflow that is replaced in this way during a PDICT installation.




1.4 Creating a Process Designer Server (ARID) User Note: Skip this section for Process Designer upgrades, because the ARID user is retained from the previous install. The ARID is used by the ARID plug-in, which performs all server side task processing at runtime. This user must have sufficient permissions for the actions defined in its process, for example, creating new requests, updating existing requests, obtaining values from existing requests, and so on. Use the following guidelines to avoid permission-based issues that prevent task processing from being completed by the ARID plug-in:

Set up the Process Designer user with a CTM:People record, not just a User record.

Do not use an existing user as the ARID user. Create a new user exclusively for this purpose and assign a relevant name to this user (for example, ‘Process Designer’, login=pdesigner) so that you can easily identify log entries and request updates generated from ARID plug-in activities.

Assign the user a fixed license.

To make sure that the process can view or update records in these applications, the ARID Configuration user also requires certain BMC application permissions as follows:

Application Permission required License Type required

Process Designer Process Designer Administrator Not Applicable

Incident Management Incident Master Incident Fixed or Floating

Change Management Infrastructure Change Master Change Fixed or Floating

Problem Management Problem Master Problem Fixed or Floating

Request Management SRM Administrator Not Applicable

Work Order Work Order Master (located under Request)

Not Applicable

Task Task Administrator Not Applicable

AR System Administrator Not Applicable

In a multi-tenancy environment, grant the user unrestricted access.

To update ITSM requests (for example, if you have any processes that update Incident, Change, or problem requests), assign the user to membership in a support group.

These guidelines cover most normal task processing activities. There may however be additional permissions and functional roles required, depending on exactly what a specific process demands in terms of creating and updating ITSM records.

Lack of any required permissions or functional role/support group membership cause errors when running a particular process, in the same way as they would if the Process Designer server user were manually performing the action.

To create a Process Designer Server (ARID) user




1. From your browser, log on to BMC Remedy ITSM as an ITSM administrator. 2. From the IT Home page and the list of applications, select Administrator

Console > Application Administration Console. 3. On the Standard Configuration tab, select the appropriate company and site. 4. Create a record for a new user. 5. In the Support Staff field, select Yes. 6. Click the Login/Access Details tab.

a. In the Unrestricted Access field, select Yes. This is the default. b. In the Application Permission area, click Update Permission Groups. c. In the Permission Group field of the Permission Group dialog box, select each

appropriate permission group. d. Select the Fixed license type required for the ARID user.

7. Click the Support Groups tab and assign the ARID user to membership in a support group and a functional role (optional).

8. Click Add to add the ARID user. The ARID’s user information is stored as a record in the CTM:People form.

9. Click Close.

1.5 Creating a Private Queue for the ARID plug-in Note: Skip this section for upgrades; it is optional for first-time installations. 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. On Development or other low-volume servers, this step is not required; the Process Designer server will use the general thread pools. The server queue must have a minimum of 2 threads available. The maximum number of threads depends on how many worker threads you need to perform server-side operations. In general, the higher this value, the faster the process designer server can complete its operations in a high load environment; However, assigning too many threads to this function can result in slowing down other areas of your AR System server. BMC recommends a minimum of 2 threads and a maximum of 8. This allows up to 7 operations to be performed concurrently if required.

1. Open the AR System Administration Console. 2. Open the Server Information form (System > General> Server Information). 3. Click the Ports and Queues tab to create a new private queue. 4. Generate a private queue. Click in any blank row of the RPC Prog Number column. 5. From the RPC Prog Number cell list, type the next available RPC Program Number (for

example, 390690). 6. Click in the new Min Threads cell, and change the value to at least 2. 7. Click in the new Max Threads cell, and then change the value to a maximum of 8. 8. Click OK.

A private queue with the RPC Program Number you specified in step 5 will appear in the table the next time you open the Ports and Queues tab.




1.6 Installing the Process Designer server (Windows)

1. Download and extract the Process Designer server software onto your AR System server. 2. Run the setup.exe file under the Setup/Server folder.

You must run this setup on your AR System server. In a Server Group environment, you must run it on all servers in the group.

3. In the Welcome panel, click Next. 4. Agree to the licence agreement before continuing with the installation, and then cick Next. 5. Select the folder on your server for the server installation, make sure that the installation

option is set to Everyone, and then click Next. 6. Click Next to confirm the installation.




7. Enter your server name, port number, username, and password for the Process Designer user, and then click OK.

This account connects Process Designer to your AR System server. To use a private RPC queue, select the checkbox and then enter the RPC Prog Number. The installer then connects to the AR System server to test the connectivity. If this is successful, the following screen is displayed:

8. Click OK to continue.

The installer makes changes to the AR System server configuration file (ar.conf) and the BMC Remedy plug-in server configuration file (pluginsvr_config.xml). If you cancel this action or if it fails, perform one of the following actions:

Re-run the server setup.

Manually make these changes after the server install has completed. If you chose to manually update these files, refer to Appendix C on how to do this.

If you allow the Installer to make the changes automatically, a backup copy of your existing file is created before the update.

9. Manually stop your BMC Remedy AR System service when prompted to allow the

configuration files to be updated. 10. Click OK after the service has been stopped.




11. Manually re-start the service when prompted.

12. Click OK. The following screen is displayed to indicate successful installation:

The Process Designer Server installation has now completed. 13. Click Close.

Complete this installation completed for all servers in a server group.




1.7 Installing the Process Designer server (Linux or UNIX) For LINUX and UNIX servers, installing the server software is a manual process:

1. Creating a folder for the server files 2. Copying the server files to this location 3. Entering server information in the ARID.xml file 4. Updating the AR configuration files with the new plug-in information 5. Restarting AR Services to initialise new plugging 6. Entering ARID Plug-in Configuration 7. Restarting AR Services to apply plug-in configuration

For a fresh install of Process Designer, perform all these steps in the order listed. For upgrade from Process Designer 8.302, perform only steps 2 and 7. To upgrade from a version of Process Designer earlier than 8.302, contact BMC support for assistance. To install the Process Designer server:

1. Create a folder for the Server plug-in (ARID) Files. Create a new folder on your AR Application server to store all process designer server files.

Name this new folder ARID within the bmc folder (for example /opt/bmc/ARID). Assign this folder read/write/execute permissions for all users.

2. Copy and extract the server files. The required files are contained in the ProcessDesignerServerFiles.gzip file, in the folder Setup/Server. Copy this file to the AR System server,and then extract its contents to the appropriate location.

Filename Location

ARID.jar <ARID Configuration Path>

abyd-server-lib.jar <ARID Configuration Path>

ARAdminPass.jar <ARID Configuration Path>

ARID.xml <ARID Configuration Path>

config.txt <temporary location>

<ARID Configuration Path> is the path to the folder created in step 1 (for example

/opt/bmc/ARID). Assign these files read/execute permissions for all users.

3. Update the ARID.xml file. Edit the ARID.xml file on your AR System server (in the ARID folder). This file specifies the login information that Process Designer uses to connect to the AR System server. Use the following format:

<?xml version="1.0" encoding="UTF-8"?> <ARID version="8.3.03"> <arserver name="{servername}" port="{port}" rpcport="{rpc}"/> <authentication file="{filepath}"/> </ARID> You can include a hard-coded logon. This format is insecure and should be used for troubleshooting purposes only. <?xml version="1.0" encoding="UTF-8"?> <ARID version="8.302"> <arserver name="{servername}" port="{port}" rpcport="{rpc}"> <authentication user="{user}" password="{password}"/>




</ARID>

Where:

{server} is the name, alias or IP address of the AR System server to which ARID should

connect

{port} is the port through which to connect to the server (0 if portmapper is used)

{rpc} is the name of a private thread queue which ARID will use (0 if using public

threads)

{file} is the location of the ari.dat file produced when the username and password is

configured in the Process Designer System Configuration entry. This must be the full

path to the ari.dat file (for example opt/bmc/ARID/ari.dat)

Example: <?xml version="1.0" encoding="UTF-8" standalone="no"?> <ARID version="8.3.03"> <arserver name="localhost" port="46262" rpcport="3"> <authentication file="opt/bmc/ARID/ari.dat"/>

</ARID>

4. Update the AR Configuration files with details of the new plug-ins.

The ar.conf and pluginsvr_config.xml files must refer to the two plug-ins that Process Designer uses at runtime. The config.txt file, contained in ProcessDesignerServerFiles.gzip, contains templates for the additional entries.

a. Navigate to ar.conf (usually in <AR install dir>/CONF) and copy the following lines

from the config.txt file: Server-Plugin-Alias: ABYDOS.ARID.FILTERAPI ABYDOS.ARID.FILTERAPI <servername>:<port> Server-Plug-in-Alias: ABYDOS.ARF.ARADMINPASS ABYDOS.ARF.ARADMINPASS <servername>:<port>

b. Replace <servername>:<port> in this template entry with the details from your server. <servername> is the name of your server <port> is the port used by the server plug-in, usually 9999.

Example: Server-Plug-in-Alias: ABYDOS.ARID.FILTERAPI ABYDOS.ARID.FILTERAPI localhost:9999 Server-Plug-in-Alias: ABYDOS.ARF.ARADMINPASS ABYDOS.ARF.ARADMINPASS localhost:9999

c. Save the amended ar.conf file. d. Locate the pluginsvr_config.xml file (default location is <AR install

dir>/pluginsvr). e. Copy the following lines from the config.txt file and place them at the bottom of the

file before the very last </plugins> entry: <plug-in> <name>ABYDOS.ARID.FILTERAPI</name> <type>FilterAPI</type> <code>JAVA</code> <filename>{ARID Configuration Path}/ARID.jar</filename> <classname>com.abydosworkflow.designer.arid.ARPlugin</classname> <pathelement type="location">{ARID Configuration Path}/abyd-server-lib.jar</pathelement> </plugin> <plugin> <name>ABYDOS.ARF.ARADMINPASS</name>




<type>FilterAPI</type> <code>JAVA</code> <classname>com.abydosworkflow.designer.ARPlugin</classname> <filename>{ARID Configuration Path}/ARAdminPass.jar</filename> </plug-in>

f. Replace {ARID Configuration Path} with the full path to your ARID folder, as created in step 1 (for example, opt/bmc/ARID)

Example: <plug-in> <name>ABYDOS.ARID.FILTERAPI</name> <type>FilterAPI</type> <code>JAVA</code> <filename>/opt/bmc/ARID/ARID.jar</filename> <classname>com.abydosworkflow.designer.arid.ARPlugin</classname> <pathelement type="location">/opt/bmc/ARID /abyd-server-lib.jar</pathelement> </plug-in> <plug-in> <name>ABYDOS.ARF.ARADMINPASS</name> <type>FilterAPI</type> <code>JAVA</code> <classname>com.abydosworkflow.designer.ARPlugin</classname> <filename>/opt/bmc/ARID /ARAdminPass.jar</filename> </plug-in> </plugging>

5. Restart the AR Application Service.

You must then restart your Remedy service for these changes to take effect, and for the plugging to be initialized.

6. Enter the ARID Configuration Entry

For new installations of Process Designer, you must enter the Process Designer Configuration before the ARID plug-in can perform its actions at runtime.

To open the configuration record:

a. Log on to the Mid Tier, using the ARID user credentials (or any other user who has been given Process Designer Administrator permissions)

b. Access the configuration record from the Application list under Process Designer > Process Designer Configuration

Details of what should be entered in this configuration entry are given in the section 1.9. The following screenshot provides the recommended initial configuration.




7. Restart the AR Application Service To make sure that the ARID plug-in loads the updated configuration entry, restart the AR service to re-initialize the plug-in. The ARID plug-in should now be operational.

1.8 Restarting services and flushing the Mid Tier cache You must perform this procedure for both new installations and upgrades.

1. Restart the web service on the Mid Tier server. This operation ensures that the Data Visualisation System Files added during the PDICT install are transferred to the Mid Tier server, where they are referenced. If this step is not completed, you can experience issues with:

Launching the web client

Viewing processes at run time using the Process Tracker dialog (for fulfilment requests such as Incident, Change etc) or the Request Details, Process View tab (in SRM requests).

To confirm that all files have been moved to the Mid Tier following re-starting the web service, check the contents of the <Mid Tier root folder>\ThirdPartyJars folder. This folder should contain recently modified files with the following names:

ProcessDesigner.jar

designerDVM.jar

JDiagram.jar

requestTrackerDVM.jar

2. Log on to the Mid tier server and flush the cache. This operation ensures that the Mid-Tier cache reflects the workflow and form changes made when you ran PDICT.




1.9 Configuring the ARID plug-in and Process Designer runtime settings This procedure is optional for Windows, because the installer generates a default entry. Verify that the configuration entry is correct after installing.

1. Log on to the Mid Tier on your AR System server as a member of the Process Designer Administrator group. You can use the ARID user credentials.

2. From the Home Page, select Process Designer Configuration from the Process Designer menu.

3. Click the Configuration tab.




The following table describes of the purpose of each of the field values:

Field

Description

ARID Configuration Path Full path on your BMC AR System server where the Process Designer plugging and other server configuration files are installed. Use the Default button to select the default location for a Windows server.




ARID Configuration User Name of the BMC Remedy user with Remedy Administrator permissions, Process Designer and IT Service Management or SRM application permissions where necessary.

ARID Configuration Password Password for the ARID Configuration user selected. Use the Update Password button once you have selected the username and password

Pause Between Job Initiation (ms) Wait period for the manager thread between assigning a job and checking for more jobs (the default is 100 ms).

Job Timeout (secs) Timeout period for a worker thread to complete a job default is 60 seconds.

Number of Worker Threads Maximum number of worker threads. For servers using a private queue for processing this should be set to one less than the number of threads assigned to the Private RPC Queue configured on your AR System server.

Delete Successful Jobs (Yes/No) Set to Yes to delete all jobs that complete successfully. (This setting is recommended unless you are troubleshooting.)

Logging Type (Form / File) Select Form if you want the process runtime logging information to be written to an AR System form so that it can be viewed from the Logging Tab under Process Designer Configuration.

Logging Level (None, Error, Milestone, Detail, Debug)

Set to the required level for viewing log information. Each log level includes logging from the previous level, so Detail logging includes Errors and Milestones. Debug level logging is only visible to Administrators. It is recommended to use File based logging at Error level for normal operations.

Log File Full path of the log file, including file name for recording events from the Process Designer plugging. Use the Windows Server Default button to select the default location on your server.

Auto-Release Tasks This option is now redundant.

Cancel Redundant Tasks Set to Yes to set redundant process tasks to a cancelled state at run time (Default is No).

4. If the user or password has been updated, click Update Password File to update this setting.

5. Click Apply to confirm all changes.




1.10 Installing the Process Designer client Follow these steps only if you do not plan to use the Process Designer web client which can be launched directly from the Mid Tier. The Process Designer client component has its own setup program available from within the client folder of your Process Designer client software download.

1. Run setup.exe.

2. Click Next. 3. Read the license agreement, click I Agree, and then click Next.




4. Select the installation folder to use for the Client installation, and then click Next.

5. Click Next. The installation then runs to completion without any further user input. If the installation is successful, the following message appears:




6. Click Close.

1.11 Adding permissions to all users who require access to Process Designer All users who need to create, view, or deploy processes must be given one of the following permissions:

Process Designer Administrator – Can create, modify and deploy processes for all Companies the user has access to. Can also map processes to ITSM fulfilment requests (using the process Designer mapping form)

Process Designer Sub Admin – Can create processes and modify non-live processes, but cannot deploy processes or map them to fulfilment requests.

Use the CTM:People form in the Application Administrator Console to add these permissions.




If a user does not have one of these permissions, they cannot see the Process Designer entries in the Application List, and therefore cannot launch the web client. They also cannot successfully connect with the thick client.




2 Uninstalling Process Designer

2.1 Uninstalling the Process Designer core application and integration to BMC IT Service Management or BMC Service Request Management

IMPORTANT NOTE: By running the PDICT uninstaller, you delete forms and fields containing data. If you need this data, export it first. You can also manually perform the uninstall process. Contact BMC support for more information on how to perform the uninstall steps manually.

To uninstall the Process Designer Integration to IT Service Management or SRM and the Core Process Designer Application:

1. Launch the Process Designer Installation and Configuration Tool (PDICT). 2. After logging on, select the Uninstall option. 3. Click Finish to begin the uninstall process.

Note: If you manually installed any customizations or the Process Designer application, some objects might be installed in Best Practice Mode, and some in Base Development Mode. Run the uninstaller twice, first in one mode, and then the other. You can skip any errors that occur.

2.2 Uninstalling the Process Designer Server On Windows servers, perform the following actions:

1. Open the Control Panel. 2. Click Add/Remove Programs. 3. Select BMC IT Service Management - Process Designer Server.

BMC recommends that you temporarily stop the BMC Remedy service during uninstall. For non-Windows servers, manually delete the Process Designer server files. Becausae these include Filter API plug-in libraries, BMC recommends that you perform the following steps:

1. Stop your AR System server (using the arsystem stop script) 2. Edit your ar.conf file and remove all entries related to the following Java plugins:

ABYDOS.ARID.FILTERAPI

ABYDOS.ARF.ARADMINPASS 3. Edit your pluginsvr_config.xml file and remove the entries related to the Java plugins 4. Re-start your AR System server (using arsystem start script). 5. Delete the Process Designer files in the Process Designer server root folder

2.3 Uninstalling the Process Designer client software On Windows, perform the following actions:

1. Open the Control Panel. 2. Click Add/Remove Programs. 3. Select BMC IT Service Management - Process Designer Client.

2.4 Uninstalling Process Designer Integration Tool (PDICT) On Windows, perform the following actions:




1. Open the Control Panel. 2. Click Add/Remove Programs. 3. Select BMC IT Service Management - Process Designer Client Integration Tool.

2.5 Uninstalling the Mid Tier data visualization modules To uninstall the Mid-Tier Data Visualisation Modules, remove the following data configuration entries:

Form Identifying Field Field Value

Data Visualization Module

Module Name requestTrackerDVM

Data Visualization Module

Module Name designerDVM

Data Visualization Definition

Module Name requestTrackerDVM

Data Visualization Definition

Module Name designerDVM

Data Visualization System Files

Name DesignerDVM.jar


Name RequestTrackerDVM.jar


Name

JDiagram.jar

After these entries have been removed, re-start your web service.

3 Upgrading Contact BMC Support for assistance with upgrading from Abydos Designer 8.3.0 or earlier. IT Service Management 7.6.4 Upgrade Note If you are re-running PDICT as part of an upgrade from BMC Remedy IT Service Management 7.6.04 to BMC Remedy IT Service Management 8.0.00 (or later), and the previous Process Designer installation was performed in Best Practice Mode, pay particular attention to the overlaid views on the following forms, since they have changed between versions:

1. SRS:Request Details 2. HPD:Help Desk

Check all other forms or views listed in the PDICT log to confirm the layout is correct. Use the base view as a guide.

Upgrades Only If you are upgrading from version 8.302 of Process Designer, you are prompted to stop and start your AR service at this stage. This allows an update to the ar.conf and pluginsvr_config.xml files, removing changes made in the previous install. Follow the prompts to stop and then start the service. Note: Wait until the service has restarted before continuing with the ‘Configuring Process Designer

Remedy Integration step (see below)




3.1 Upgrading BMC Remedy ITSM 7.6.04 to 8.0.00 (or later) Re-run the Process Designer Integration and Configuration Tool (PDICT) after you upgrade to BMC Remedy IT Service Management 8.0.00 (or later). This correct any forms and workflow changed by the earlier process designer installation that were reset by the ITSM upgrade.

For ITSM 8.0.01, upgrade Process Designer to 8.3.03 (or the current latest version)

For ITSM 8.0.00, BMC recommends that you upgrade Process Designer to 8.3.03.

If you do not upgrade Process Designer, the Process Designer integration objects that are added to the core ITSM application do not operate correctly, and the process designer fields are displayed incorrectly on the views of core ITSM forms.

If you upgrade Process Designer at the same time as BMC Remedy IT Service Management, run PDICT against your AR System server and then run the Process Designer server setup.

3.2 Upgrading Process Designer from 8.3.1 or 8.302 To upgrade to 8.3.03 from 8.3.1 or 8.302, you use the the same steps as with a new installation.

Note: Changing the customization mode of the installation In earlier versions of Process Designer, you could install all process designer modifications made to the AR Application server on the overlay layer (Best Practice Mode). For 8.3.03, you must perform the installation on the base layer. The option to install in Best Practice Mode has been removed. If the existing installation was installed on the overlay layer, all custom objects are moved to the base layer before the install starts. Following the install, you must manually reconcile all overlay objects. This is explained in section 1.3

4 Troubleshooting

4.1 Cannot see the Process Designer entries in the Application List Check the following:

If the user has Process Designer Administrator or Process designer Sub-Administrator permissions

If the Mid Tier cache has been refreshed since running PDICT

4.2 Issues with the ARID plug-in If you see errors when tasks are created at runtime, or if you see failures when updating the Process Designer ARID Configuration, check the following:

If the AR service was not re-started during the server install, re-start the service and try again.

Check that the ARID plug-in entry in the ar.conf file is correct (see Appendix C).

Check that the ARID plug-in entry is correct (see Appendix C).

Check that the ARID.xml file has the correct format and that the path to the authentication file is valid.




Check that the Process Designer ARID Configuration entry is correct, and that a valid path is entered for the aradminpass path.

If file logging is enabled, make sure that the log file path/name is valid.

Check that an ari.dat file exists in the location identified by the path in the Process Designer ARID Configuration entry. If it does not, enter the user name and password in the AID configuration entry and then click Update Password file.

If you make any of the previous changes, re-start the AR service before you try again. If the Process Designer Java plug-in still does not work correctly, check the Java version that is currently used by the BMC Remedy plug-in server. The Process Designer plug-in must use Java version 1.6 or later. To check the version currently being used by the BMC Remedy plug-in server, locate the armonitor.cfg file (default location: C:\Program Files\BMC Software\AR System\Conf) on your AR System server. Comment out any references to jre1.5 or earlier for the pluginsvr line in this file and replace them with the following entry: "<javapath>" -Xmx512m -classpath "C:\Program Files\BMC

Software\ARSystem\pluginsvr;C:\Program Files\BMC

Software\ARSystem\pluginsvr\arpluginsvr7604_build002.jar"

com.bmc.arsys.pluginsvr.ARPluginServerMain -x <servername> -i "C:\Program

Files\BMC Software\ARSystem" -m

where <servername> is your server name and <javapath> is the location of your Java 6 runtime binaries (the default location is C:\Program Files\Java\jre6\bin\java). If you must change this file, re-start the BMC Remedy service to pick up the change.




4.3 Troubleshooting Process Tracker installation Process Tracker is installed as a Data Visualisation Module and viewed in a data visualisation field. The installation of the Data visualization Module is performed automatically as part of the PDICT Core installation. If you manually install or upgrade PDICT, refer to The Core Installation steps in Appendix A and the Data Visualization Configuration entries in Appendix F. Process Tracker runs on the mid-tier and errors occur in the display of Process Tracker diagrams if:

the Mid Tier configuration is incorrect

the server is not connected to a Mid Tier

a valid remedy connection is not available to the session or is broken during generation of the diagram.

You must also correctly configure the Default Web Path on the Advanced tab of the Server Information entry.

Re-start the web server and remedy service following either a manual or automatic (using PDICT) creation or update of the data visualization configuration entries.

bmc remedy it service management · process designer™ installation guide for release 8.3.03 bmc...

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