This documentation supports the 18.08 version of Remedy IT Service Management Suite.

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

Forms change guidelines for BMC Helix ITSM and BMC Remedy ITSM

Refer to the following guidelines that explain how to make form changes so that your changes are not affected by system upgrade. They apply to both the BMC Helix ITSM and BMC Remedy ITSM environments. As with any code changes, they should only be done through overlays.

  • You can add new fields. However, avoid adding new required fields because you may need to change existing integrations. Alternatively, you can provide a default value for the new required field so that it can be set automatically if an older integration interfaces with the application.
  • Add new fields in the field ID range that is not reserved by BMC. For more information, see User interface objects.
  • Do not remove any existing fields, because it can potentially affect the overall processing of the applications and affect existing workflow. If you do not wish to have a field appear to a user, use an overlay of the form and view to remove the field from the view so that it is not visible to the user.
  • Do not change the properties of existing fields, including whether they are required fields, data types, and pattern matching, because it can affect the existing processing of the record, and are overwritten during an upgrade. If you need to change these properties, create a new field, change the properties on that field as appropriate, and then hide the original field.
  • You can add new forms but add them in your specific namespace.
  • You can add values to a linear selection field, but BMC does not recommend it because it causes data and workflow issues.  
  • You can add values to a nonlinear selection field.
  • If you add new fields to a form that should be accessible to integrations, they must also be exposed in the interface forms and web services.

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