This documentation supports the 9.1 version of Remedy IT Service Management Suite.

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Configuration forms used when extending the Overview console

This topic provides information about the Overview console configuration forms that you use when extending the Overview console. These forms are available only to users with Administrator permissions and must be opened using the direct URL through BMC Remedy Mid Tier.

The following table lists the forms and their purpose:

Form name

Purpose

SHR:Union_DataSource_UsedBy

Define the implementation area

SHR:Union_DataSource_Forms

Define the source data forms

SHR:Union_DataSource_Fields

Define the union fields that appear in the AR View Form

SHR:Union_DataSource_FieldMappings

Define how the source fields map to the union fields

SHR:Union_ConfigurationConsole

Used to view the configuration and build or rebuild the database union structure

SHR:Union_OverviewConsole

View form that points to the union view within the database

 
If you are including a selection field that will contain different enumerated values across the various source forms or request types, you must create a consolidated list of the values. For more information, see Adding new values to the overlay

For example, the following table shows how to map the Status Values (Field ID 7) from different request forms to the ConsolidatedStatus field, which is displayed on the Overview console. The matching consolidated status values appear in a list following the table:

Source form

Enumerated values with their ID

HPD:Help Desk

New (0)
Assigned (1)
In Progress (2)
Pending (3)
Resolved (4)
Closed (5)
Cancelled (6)

PBM:Problem Investigation

Draft (0)
Under Review (1)
Request For Authorization (2)
Assigned (3)
Under Investigation (4)
Pending (5)
Completed (6)
Rejected (7)
Closed (8)
Cancelled (9)

CHG:Infrastructure Change

Draft (0)
Request For Authorization (1)
Request For Change (2)
Planning In Progress (3)
Scheduled For Review (4)
Scheduled For Approval (5)
Scheduled (6)
Implementation In Progress (7)
Pending (8)
Rejected (9)
Completed (10)
Closed (11)
Cancelled (12)

XYZ:CustomForm

New (0)
Custom Status A (1)
Custom Status B (2)
Custom Status C (3)
Closed (4)

The following list shows the consolidated status values that match the enumerated values shown in the preceding table:

  • Draft (1000)
  • Under Review (3000)
  • New (6000)
  • Request For Authorization (7000)
  • Assigned (8000)
  • Request For Change (9000)
  • Planning In Progress (10000)
  • Scheduled For Review (11000)
  • Scheduled For Approval (12000)
  • Scheduled (14000)
  • Implementation In Progress (15000)
  • Under Investigation (17000)
  • In Progress (18000)
  • Pending (19000)
  • Resolved (25000)
  • Completed (27000)
  • Rejected (28000)
  • Closed (32000)
  • Cancelled (33000)
  • Custom Status A (90001)
  • Custom Status B (90003)
  • Custom Status C (90005)


Important

If the value already exists in the ConsolidatedStatus field, you do not need to add it again. If you are adding the custom values to the field, use odd-numbered IDs to reduce the chance of interfering with subsequent upgrades, which use even-numbered IDs.

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Comments

  1. Suchin Ramesh baabu

    Hi Team,

    There is some confusion regarding this document. It has been mentioned that data from a custom Form could be added in the Overview console as a column. The Customer understood that the data from a custom form , say xyz , could be populated against an incident INC#123 . I believe the design is , say I want a custom column populating the data against INC#123 , the field to be added as a column should be present in HPD:Help Desk , where as the customer understands that the data can be directly mapped to the INC#123 directly from the custom form xyz rather than bringing the data over to HPD:Help Desk. The details of the custom form data is a bit confusing. It would be helpful if this could be reviewed.

    Thanks, Suchin

    Aug 16, 2019 04:54
    1. Jyoti Nerkar

      Hello Suchin,


      Thanks for your comment. I will discuss this with the R&D team and get back to you.


      Regards,

      Jyoti

      Aug 20, 2019 11:49
      1. Jyoti Nerkar

        Hello Suchin,


        I discussed this with the R&D team and got the topic reviewed. The table provided in this topic is intended to show how to map the Status Values (Field ID 7) from different request forms to the ConsolidatedStatus field. 

        Hope this clears the confusion. Alternatively, you can also contact the customer support team.


        Regards,

        Jyoti

        Sep 11, 2019 02:35