Example - Adding a custom field to the Incident form in Smart IT

This section describes the steps to add a custom field to the incident record in BMC Remedy with Smart IT. You can perform similar steps to add fields to a work order, task, or People record. You need to add the custom field the BMC Remedy AR System server forms, and then configure the Incident View to display the custom field.

Important

Run BMC Remedy Developer Studio in Best Practice Customization mode (the default mode) and create overlays for your customizations. See Creating overlays to customize objects.

 

Add the custom field to the BMC Remedy AR System forms

  1. Open BMC Remedy Developer Studio in Best Practice Customization mode (the default).
  2. Create a new field in HPD:Help Desk form and assign appropriate permissions, if it is not already added. Make sure that the database name and display label do not include an __c
    Make a note of the field id as it will be required in the following procedure.
  3. Add the field to the HPD:HelpDesk_SLM_Join_Outer (if you have BMC Service Level Management installed), HPD:IncidentInterface and HPD:IncidentInterface_Create. To add the field to the form:
    1. Open the form from the BMC Remedy Developer Studio. Make sure that BMC Remedy Developer Studio is opened in the Best Practice Customization mode.
    2. Choose Form > Add Fields from HPD:Help Desk.
    3. Select the field and click OK.

    4. After the field is added, verify the database name and display label and the field ID. Assign proper permission to the field.

      Make sure that the database name and field ID are the same as on the HPD:Help Desk form.

  4. Modify the filter HPD:HII:CreateIncident_100`!.
    1. Open the HPD:HII:CreateIncident_100`! filter from the BMC Remedy Developer Studio. Make sure that BMC Remedy Developer Studio is opened in Best Practice Customization mode.
    2. In Push field action, click Automap, select the field and click OK.
    3. Save the filter.

  5. Flush the mid tier, and validate that you can view the field.
  6. Clear the browser cache.

Add the custom field to Incident view in Smart IT

  1. Log on to the Smart IT universal client as an Admin user.
  2. From the Configuration menu, choose Screen Configuration.
  3. Click Refresh Metadata in Incident View options.
  4. Click Record Summary in Incident View options.
  5. On the panel displayed, search for the field in list of available fields or enter the field name in the Search Fields text box.
  6. Click the Add icon ("plus" sign) for a field in the Available Fields list to add it to the Selected Fields list. You can remove it from the Selected Fields list by clicking the X icon.

    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.


  7. Click Save.

Open any incident to verify that the field was added to the incident ticket view. All the fields are displayed vertically in the selected section.

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 Assignment panel for edit.

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Comments

  1. Levi Lippincott

    I have done all of these steps for a Selection Menu and it still does not allow the field to be added. When I mouse over it I am told the field is missing from the HPD:Help Desk form. However, the field is there with the exact same settings as the field on the HPD:IncidentInterface and HPD:IncidentInterface_Create forms.

    Sep 22, 2015 11:52
  2. Catherine Siderine

    Hi Levi,

    Thanks for your feedback. We need more information to help with your situation. Please contact Customer Support to create a ticket by clicking here.

    Regards,

    Cathy

    Sep 22, 2015 03:11
  3. Paul Horncastle

    This process worked fine for me when adding a straightforward new character field.

    Nov 27, 2017 05:25