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

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:

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.

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

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.

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.

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.