This documentation supports the 18.08 version of Remedy Action Request System.

To view the latest version, select the version from the Product version menu.

Creating custom mapping

Use custom mapping in these situations:

  • The source and target forms contain fields whose IDs and names do not match.
  • You want to use keywords, static values, arithmetic operations, functions, or processes based on the values of one or more fields in the source form to populate a field in the target form.


If you modify a source or target form used in a custom mapping, the custom mapping might be invalid until you make the appropriate changes to the mapping.

Before performing the following task, ensure that the information in the Basic and Options panels of the Distributed Mapping editor is correctly specified. See Creating distributed mappings.

To create custom mapping

  1. Open the distributed mapping in the Distributed Mapping editor.
  2. Open the Transfer to Target or Return from Target panel.
  3. Perform one of these actions:
    • To add a custom mapping, click the first empty Field cell, and then click the cell's ellipsis button.
    • To customize an existing mapping, click the mapping's Field cell, and then click the cell's ellipsis button.
  4. In the Field Selector dialog box, select a field in the To (target) form, then click OK.
  5. In the same table row, click the Value cell, and then click the cell's ellipsis button.
  6. In the Expression Editor, specify one of the following items from which to derive a value in the source form to pass to the target field specified in step 4:
    • Field in the From (source) form
    • Keyword
    • Static value
    • Arithmetic operation
    • Function
    • Process
    • Distributed logical mapping


      This option shows the logical strings that can be used for custom mapping. For more information, see Distributed logical mapping.

      When specifying field mappings in the Expression Editor, ensure that the values you enclose in dollar signs ($) do not match strings used as keywords (unless you want to map a keyword value). For example, if you have a field named OS (short for "Operating System") and specify the field mapping as $OS$, map the value for the keyword OS (in this case, your operating system) instead of the preferred field value. For more information, see Keywords.


      Always map the source and target Request ID fields to each other. If you do not, the system creates a new ID on the target server for the transferred request. If you use matching qualifications, you must also map the fields used in the qualification to uniquely match one request with another.

  7. Repeat steps 3 through 6 for each field that you want to map.
  8. To delete a mapping from the table, select the Field value, press Delete, then s.
  9. Save your changes.
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