This documentation applies to the 8.1 version of Remedy IT Service Management Suite, which is in "End of Version Support." You will not be able to leave comments.

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Adding custom fields to your views using Smart IT

You might have custom fields defined for BMC Remedy IT Service Management, that you would like to display in the Smart IT user interface. You might also want to display out-of-the-box BMC Remedy ITSM fields that are not shown by default in Smart IT.

In Smart IT, the visibility of custom fields when creating and editing tickets depend on the field access given to custom fields in BMC Remedy IT Service Management. You may set one of the following field access:

  • Read/Write - Custom fields with Read/Write field access are displayed when creating or editing a ticket. You can input values when creating and editing the ticket.
  • Read Only - Custom fields with Read Only field access are not displayed when creating a ticket. Though they are displayed when editing the ticket, they remain disabled. You cannot edit them.

When you add custom fields, they appear in the area that you specify in Screen Configuration. For example, you can add a custom field to the Assignment area of the Incident View. The custom field then appears in incident ticket details, with the assignment information. If you add custom fields to the Person Profile, those fields also appear in the customer information displayed in the Smart Recorder.

This is a two-step procedure:

Add the field to the appropriate BMC Remedy Action Request System forms

The custom field you want to add to a Smart IT view must be defined on the appropriate BMC Remedy AR System form(s) as shown in the following table. The field ID and database name for custom fields must be exactly the same on all forms. For example, if you add a custom field with field ID 700000100 and database name preferred_name to the HPD:HelpDesk form, you must use the same field ID and database name when adding the field to the HPD:IncidentInterface, HPD:IncidentInterface_Create, and (if BMC Service Level Management is installed) HPD:HelpDesk_SLM_Join_Outer forms.

Forms to add custom fields

Smart IT viewForm(s)
Incident

HPD:HelpDesk

HPD:IncidentInterface

HPD:IncidentInterface_Create

HPD:HelpDesk_SLM_Join_Outer (if BMC Service Level Management is installed)

Note: You must also update the filter HPD:HII:CreateIncident_100`! by mapping the custom fields. See Example - Adding a custom field to the Incident form in Smart IT.

Work Order

WOI:WorkOrder

WOI:WorkOrderInterface

WOI:WorkOrderInterface_Create

WOI:WorkOrder_SLM_Join_Outer (if BMC Service Level Management is installed)

Task

TMS:Task

TMS:Task_SLM_Join_Outer (if BMC Service Level Management is installed)

Person ProfileCTM:People
Change

CHG:Infrastructure Change

CHG:ChangeInterface

CHG:ChangeInterface_Create

CHG:InfrastructureChange_SLM_Join_Outer (if BMC Service Level Management is installed)

Filters to map custom fields

To add custom fields to the supported Smart IT views, you must add the custom fields in the existing field mapping present in the following filters:

Smart IT viewFilter name
Incident viewHPD:HII:CreateIncident_100`!
Work order viewWOI:WIC:CreateWorkOrder_100`!
Change viewCHG:ICI:CreateChange_100`!

There is no need to change any filters for Task, and People Profile view as the custom fields are added to the main forms of task, and people profile.

Smart IT viewForm name
Task viewTMS:Task form
Person Profile viewCTM:People form

Add the field to the appropriate Smart IT view from the Configuration page

Example - Adding a custom field to the Incident form in Smart IT provides an example for adding a custom field to the Incident View in Smart IT.
 

You can add the following types of fields:

  • Character
  • Large Character
  • Date/Time
  • Selection fields, such as drop-down, check box, and radio button fields
  • Integer
  • Real
  • Decimal
  • Static menus
  • Dynamic menus

Notes

  • Currently custom fields of the following types cannot be displayed: Currency fields, Table fields, Trim fields, and Display only fields
  • Smart IT does not support customizations to the queries defined for out-of-the-box menu fields such as Product Categorization and Operational Categorization. For example, if you make changes to the query for the Tier 1 Product Categorization menu by using BMC Remedy Developer Studio, Smart IT will not support those changes.

If a field is present in all required backend forms, the field is listed with an Add icon ("plus" sign) to the left of the field label, and you can add it to Smart IT views. However, if the field is missing on any of the required backend forms, the field is greyed out, and cannot be added to the view. In previous versions of Smart IT, certain out-of-the-box BMC Remedy ITSM fields that are used by the Smart IT server were not visible in Smart IT and could not be added. Starting in version 1.2, these fields are also now listed with an Add icon and can be added to Smart IT views.

You can make a custom field required in Smart IT even if the field is optional in BMC Remedy ITSM. You do this by selecting the Required property in Smart IT screen configuration. The field is then indicated as a required field in the Smart IT UI and must be filled in for every new ticket. In the mid-tier based Remedy ITSM UI, the field continues to be shown as optional.

Note

You cannot make custom fields optional in Smart IT, if they are required in BMC Remedy ITSM.

For standard BMC Remedy ITSM fields that are displayed out-of-the-box in Smart IT, such as Product Categorization Tier 1 - 3, you can control whether they are required or optional in the Smart IT UI by customizing the field properties in BMC Remedy ITSM (via BMC Developer Studio). For example, if you make the Product Categorization Tier 1 field required in BMC Remedy ITSM, then it behaves as a required field in Smart IT.

If you make a field mandatory in BMC Remedy ITSM by using filter workflow, it is not automatically displayed as a required field in Smart IT. 

Be sure to run BMC Developer Studio in Best Practice Customization mode when creating customizations, to ensure that you are using overlays.

When you add fields to a view, the fields are displayed vertically.

Note

You can edit the custom field inline like all fields on the default view, by clicking the edit icon. However, fields in the Assignment area are displayed on the Update Assignment panel for edit.

Click the image to enlarge it.

This version of the documentation is no longer supported. However, the documentation is available for your convenience. You will not be able to leave comments.

Comments

  1. Leonard Warren

    Is there anything different with SRM Advanced Interface Forms in SmartIT?  Will it pick up the custom forms that we will need to generate for our customers?

    Dec 17, 2014 12:46
    1. Catherine Siderine

      Hi Leonard,

      That's correct, there is nothing extra to configure for Advanced Interface Forms in Smart IT. Note that AIFs are only supported in the universal client, not on mobile clients.

      Regards,

      Cathy

      Dec 19, 2014 11:44
  2. Michiel Heijmans

    There is a knowledge article with steps to follow in case you followed the steps in this article and the fields still cannot be added in SmartIT.

     

    https://kb.bmc.com/infocenter/index?page=content&id=KA422892

    Apr 01, 2015 08:01
  3. Emrah Ozbekar

    Can we add custom buttons to Smart IT interfaces and create activelinks? We have a customization on 8.1 that needs to be implemented on 9.0 after upgrade. The customization includes a button which opens a dialog form. Can we implement this on Smart IT?

    Aug 25, 2015 07:59
    1. Catherine Siderine

      Hi Emrah,

      Smart IT does not support active links; workflow would have to be converted to filters.

      In version 1.2, you can add URL-launch actions and provider actions to views in Smart IT. For example, on the incident view, the user will be able to click a menu to open a web page. See Configuring actions in Smart IT.

      Regards,

      Cathy

      Oct 15, 2015 10:49
  4. Ash Hall

    This page describes the following:

      • When BMC Service Level Management is installed, the field must also be added to the following forms:
      • HPD:HelpDesk_SLM_Join_Outer for incidents


    However, this form isn't present in my 8.1 build, which does have SLM installed? I have been informed since that this form is installed by the UX patch - could you add a note to state that this form will not be present in a system until the UX patch is applied?

    Oct 15, 2015 09:07
  5. Catherine Siderine

    Thanks, Ash. I'm getting in touch with the person who maintains this content.

    Regards,

    Cathy

    Oct 15, 2015 10:41
  6. Mahmoud Aletaiwi

    hi all ,

     

    I have custom fields in change management , I added those fields to smartIT, I created change  request using smart IT and I filled the those fields with  data , then i cannot see in remedy itself  

    Jun 27, 2016 07:31
    1. Rakhi Rathod

      Hello Mahmoud,

      I'll look into this, and keep you informed.

      Thanks,

      Rakhi

      Jun 27, 2016 07:54
      1. Mahmoud Aletaiwi

        ok , waiting your feedback dear ,

        Jun 27, 2016 08:00
  7. Marco antonio Martinez valdez

    Hello Everyone,

    I am working with a Customer that required add a custom form into Smart IT, they would like to these forms directly by their mobile. Is it possible to do that? Any comment or reference is useful.

     

    Thanks in ad ante.

    Jul 19, 2016 10:13
    1. Catherine Siderine

      Hi Marco,

      Thanks for your comment. I think it would be good to raise this question in BMC Communities. You could also search the existing posts there to see if anyone has had a similar question.

      Regards,

      Cathy

      Jul 20, 2016 10:01
  8. Ricky .

    Hi,

    Why there are no explanation adding custom field for release management in SmartIT?

    Thanks.

    Mar 11, 2019 07:01
    1. Nilay Agambagis

      Hello Ricky,

      Thanks a lot for your comment.

      Screen Configuration for Release Management is not supported in Smart IT - till 19.02 version:

      Home

      Please share your idea in the BMC Community.

      Regards,

      Nilay Agambagis

      Mar 13, 2019 01:36