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.

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

Adding requests to existing Overview console columns

To add other custom requests to existing Overview console columns, you must determine which forms to include and the data to show on the Overview console.

The following example shows how the fields on the hypothetical custom source form, XYZ:CustomForm, map directly to the union fields and then, indirectly, to the Overview console table, along with any additional considerations.

In this example, assume the following information: 

  • Source Form: XYZ:CustomForm
  • Database View Name: XYZ_CustomForm
Example source form mappings 

Source form field

Union field mapping

Overview console mapping

Additional notes

Request ID

ID

Request ID

If there is a user-facing ID different from the Request ID, map that value here instead.

Request ID

REQUESTID

Not applicable

Required (must be unique across all request forms)

Assigned Group

ASSIGNEE_GROUP

Assignee Group

None

Assignee

ASSIGNEE

Assignee

None

Create Date

CREATE_DATE

Submit Date

None

Priority

PRIORITY

Priority

None

Short Description

DESCRIPTION

Summary

None

TicketType

TICKETTYPE

Request Type

Add the ticket type enumerated value for the Custom form to the TicketType field on SHR:Union_OverviewConsole view form overlay. Ensure that the values or IDs on the source form match the values or IDs on SHR:Union_OverviewConsole. Because this is a linear selection field, you might need to make changes to the field if a new ticket type is introduced in a later release.

Status

CONSOLIDATEDSTATUS

Status

This requires enumerated value conversion, as well as additional steps identified below if there are values that do not already exist in the ConsolidatedStatus field.

InstanceId

APPINSTANCEID

instanceId

None

Lookup Keyword

LOOKUPKEYWORD

Lookup Keyword

The qualification building workflow can use this for inclusion of the records on the Overview console.

Vendor Assignee Groups

VENDOR_ASSIGNEE_GROUP

Not applicable

Required

Assignee Groups

ASSIGNEE_GROUPS

Not applicable

Required

Note

Review the Overview console workflow to identify references to the column values and to ensure that the existing functionality works with the new request. This topic covers only the steps to create the mappings to make the data is available; it does not consider any of the workflow that might depend on those values.

To add additional requests to an existing Overview console, perform the following procedures in the order indicated by the list:

Where to go from here

Creating the source form record
 

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