BMC Remedy ITSM Process

Designer 9.1 Installation

Content

1 Executive Summary...........................................................................................2

2 Business Benefits..3

3 BMC Remedy Process Designer 9.1 Installation.......................................................................4

4 References.............................................................................................28

5 Key Contact...............................................................................................28

6 Glossary of Terms............................................................................................28

Rev PA1

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1 Executive Summary
BMC ITSM Process Designer is a visual procedure outline instrument that empowers you to
rapidly assemble and convey new processes for ITSM. This document details the validations
and information required for installation of BMC Remedy Process Designer 9.1 along with the
detailed steps of installation.

1.1 Overview

The pre-installations checks, installations steps and post-installation tasks are

described in the document. The document acts as a complete Installation Guide for
Process Designer installation.

1.2 Scope

The document includes PreInstallation Checks, Installation Steps and Post- Installation
Tasks for Process Designer along with common troubleshooting.

1.3 Target Areas

Telecom operators and service providers use BMC ITSM and SRM for their Network
service assurance. Installing and Using ITSM Process Designer (ITSM PD) allows
users to implement processes in BMC ITSM and SRM using a simple graphical
interface.

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2 Business Benefits

This reusable component will provide single Installation guide for BMC Remedy ITSM Process
Designer 9.1 installation and can be realized on customer premise on the run.

Description Installation BMC Remedy Process Designer 9.1

Area OSS Service Assurance TM

Required Components 1. BMC Remedy Process Designer 9.1

2. BMC Remedy ITSM env.

Notes ITSM Process Designer (ITSM PD) allows users to

implement processes in BMC ITSM and SRM using a
simple graphical interface.

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3 BMC Remedy Process Designer 9.1 Installation
The installation procedure can be divided into below sections where firstly all the necessary
information for installation on the ITSM server is gathered and validations are done against the
target server.

Next, the installation is performed step by step entering the details already gathered in the
previous steps.

Lastly, when the installation steps are completed, the post-installation configurations and tasks
are performed.

When all these tasks are completed, the Sanity for Process Designer is performed.

3.1 Pre-Installation Steps

With BMC Remedy ITSM Process Designer, a common installer is introduced to install both
the Process Designer Integration and Configuration Tool (PDICT) and Process Designer server.

1. Check Compatibility matrix in the BMC Solution and Product Availability and
Compatibility Utility.

To access the compatibility matrix, Go to the below URL or Open the below embedded
sheet.

https://docs.bmc.com/docs/display/brid91/Compatibility+matrix

BMC Remedy AR
System Server_9.1.00.xls

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 2. Verify BMC Remedy AR System 7.6.04 or above has already been installed.

You can verify this from AR system Administration Console Server Information Form

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 3. Process Designer integrates with BMC Remedy IT Service Management from
version7.6.04 to 9.1 and with BMC Service Request Management 7.6.04, 8.0.00,
8.1.xx, and 9.0.xx.

For this, you can verify the versions of ITSM and SRM installed in records of
SHARE:Application_Properties Form as shown below.

Check Version of ITSM (BMC Remedy Incident Management) as in below

screenshot

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 Check Version of SRM as in below screenshot.

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 4. Verify Business Time Holidays and Business Time Workdays forms are
installed on your server.

If not, You can import the from <ARSystemInstallationDirectory>/templates/bustime.def.

You can use Developer Studio to verify this as shown below:

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

You can verify this from AR System Administration Console - Server Information Form
as below:

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 6. 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 (Process Designer
Integration Configuration Tool), since PDICT cannot create the Data Visualization entry
for the web client.

Verify this parameter as in below screenshot.

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

8. AR System server and Mid Tier all have Oracle Java 1.7 (or later) installed.
For SP1 and later you need Oracle Java1.8 or later installed.

On the command prompt, type java version to know the version of java. Refer below
screenshot.

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 9. Verify .NET Framework version.
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.

10. Verify BMC Remedy MidTier version

As in below screenshot, verify if BMC Remedy Mid-tier is of the required version. (Same
or greater than AR version)

11. Verify Default Web Path

Here, verify and set Default Web Path pointing to the current Mid-Tier that is being used.

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 12. Check Free Space on the Target Server.

The installation takes around 200 MB space and the setup is around 200 MB.
Considering the post-installation logs and various other logs it is recommended to have
around 1 GB space free on the server.

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3.2 Installation Steps

Before you start installation, keep these things handy or use the below table to fill the
information

S.No Information required while Installing Details

.

1 System Root User Credentials for running the installer.

Unix: A non-root user must have write access to \etc, \opt\bmc folder, and
the install location.

Windows: A non-admin user must have write access to the install location,
and %windir% directory.

(For service pack 1 and later) Installing on Solaris operating system: If you
are using a computer with Windows operating system as a client to launch
the installer, make sure that you use either Windows Server 2012 or
Windows 7 for X-display.

2 Remedy Administrator Credentials required while

installation

2 ARS Server Name

3 ARS Server TCP Port

4 RPC Program Number (optional)

1. Download the BMC Remedy ITSM Process Designer installer on the target system
from EPD.

2. You need to have BMC support credentials with valid support ID so that Product can
be downloaded from EPD.

3. Unzip the installer.

4. Navigate to the Disk 1 folder.

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Note: In case, target (say UNIX ) system is remotely placed, you can downloaded installer on
your local machine and transfer the same using FILEZILLA (can be free downloaded).

To do the installation on UNIX environment, you can connect via VNC viewer (can be free
downloaded).

5. Start the installer.

Note: When installing the application on UNIX, BMC recommends performing the installation as
a root user. However, you can perform the installation as a non-root user. If you choose to
install the application as a non-root user, you must log on to the UNIX system under the same
UNIX user ID that was used to install BMC Remedy AR System

a. For Windows, run setup.exe.

b. For UNIX, run setup.bin.

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6. In the Welcome panel, click Next.

7. Review the license agreement, click I agree to the terms of license agreement, and
then click Next.

8. In the BMC Remedy AR System User Inputs panel, perform the following actions and
then click Next:

a. Verify that the administrator name and password are correct. Modify them as needed.
b. Verify the AR System TCP Port. By default it is set to 0.
c. Verify the AR System server name.
d. Specify the private RPC port (optional) here. This will configure a private queue for
ARID plugin. In case, you don't specify the port here, you can configure it as post-
installation. See, Section 3.3.2 Configuring Private Queue for ARID plug-in under Post-
Installation Steps.

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9. In the Directory Selection panel, verify the default installation directory and then
click Next.

Navigate to the directory in which you want to install BMC Remedy ITSM Suite.

The default locations are C:\Program Files\BMC Software\ProcessDesigner (Windows)

and /opt/bmc/ProcessDesigner (UNIX or Linux).

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10. In the Localized Views and Data panel, verify if English is selected and then click
Next.

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11. In the Process Designer Integration and Selection select the components you want
to integrate and click Next.

Check boxes are enabled only for the installed components. The following options are
available:

a. Change Management
b. Incident Management
c. Problem Management
d. Service Request Management (included Work Order)

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12. In the Installation Preview panel, verify the installation details and then click Install.

13. Installation Steps Failure

If any of the steps fail (possibly due to a timeout), the installation is halted and the user given
the option to:

Retry the step

Skip the step

Kill the installation

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.

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14. Process Designer Installation Logs

After installation, the installation log file processdesigner_install_log.txt can be viewed placed
at \opt\tmp.

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3.3 Post Installation Steps

3.3.1 Verify Default Web Path in Client Launch Configuration

1. Login as Administrator.

2. Provide Process Designer Administrator, Process Designer Sub-Administrator

permissions to the User.

3. Login with Process Designer Permissions User.

4. Verify if the Client Launch Configuration is set to the Default web path.

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 5. Also, check the Default Web Path in Server Information is not blank and is pointing to
current midtier.

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3.3.2 Create a Private Queue for the ARID plug-in as per below steps
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. 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. If you have already specified the RPC queue during installation, you can skip the above
2 steps (Step 4 & 5) and select the RPC Program Number that you specified.
7. Click in the new Min Threads cell, and change the value to at least 2.
8. Click in the new Max Threads cell, and then change the value to a maximum of 8.
9. Click OK.

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3.3.3 ARID Configuration
1. Enter the above RPC program (specified in section 3.3.2) number under Configuration
Tab.
2. Enter the 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.

3. Enter the Correct Log File Path and set the Logging Level as Error.

3.3.4 Restart Server

After installation you must, review each amended form to check that the visible fields are
positioned correctly. If not, adjust the layout as required.

1. Restart BMC Remedy Mid-Tier and clear all cache.

2. Restart BMC Remedy Server.

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 3.4 Installation Sanity

1. Login with Process Designer Permissions User.

2. On the Home Page, User should be able to see Process Designer under Application list
as in below screenshot.

3. Navigate to the Process Designer -> Process Designer Client to launch the Process
Designer Tool.

BMC Remedy IT Service Management Process Designer is installed as a Data

Visualization Module and viewed in a data visualization field.

The installation of the Data Visualization Module is performed automatically as part of the
Process Designer Integration and Configuration Tool (PDICT) Core installation. The
Process Designer runs on the BMC Remedy Mid-Tier.

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 3.5 Process Designer Common Troubleshooting

1. Launching Process Designer through the Home Page by the Link Process Designer ->
Process Designer Client will download the DVM but might not launch the client due to
browser security or Java incompatibility.

Perform below to configure Java.

a. Go To Start -> Configure Java -> Security Tab.

b. Add Mid-Tier URL to Exception Site List as below:

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 2. Errors can occur in the display of Process Designer diagrams if:

BMC Remedy Mid Tier configuration is incorrect.

The Process Designer server is not connected to BMC Remedy Mid Tier

A valid AR System server connection is not available to the session or is broken during
generation of the diagram.

For above issues, try below:

1. On the BMC Remedy System Administration Console, click System > General >
Server Information.
2. On the Server Information form, click the Advanced Tab.
3. In the Default Web Path field, enter the correct path.
4. Restart the web server on the BMC Remedy Mid-Tier.

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 4 References

ITSM LAB Process Designer installation

BMC Docs
https://docs.bmc.com/docs/display/public/brid91/Performing+BMC+Remedy+ITSM+Proc
ess+Designer+installation

BMC Communities

5 Key Contact

Shaily Gulati (shailycse@gmail.com)

6 Glossary of Terms
# Term/Abbreviation Explanation
1 ITSM IT Service Management
2 SRM Service Request Management
3
PD Process Designer
4 TM Trouble Management

5 EPD Electronic Product Distribution www.bmc.com

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