This documentation supports the 1.3 version of Remedy with Smart IT.

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

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)

Problem Investigation

PBM:Problem Investigation

PBM:ProblemInterface

PBM:ProblemInterface_Create

Note: You must also update the filter PBM:PPI:CreateProblem_100`! by mapping the custom fields. See Example - Adding a custom field to the Incident form in Smart IT.

Known Error

PBM:Known Error

PBM:KnownErrorInterface

PBM:ProblemInterface_Create (This form is shared with problem investigations.)

Note: You must also update the filter PBM:PPI:CreateKnownError_100`! by mapping the custom fields. See Example - Adding a custom field to the Incident form in Smart IT.

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`!
Problem viewPBM:PPI:CreateProblem_100`!
Known error viewPBM:PPI:CreateKnownError_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 the following types of custom fields cannot be displayed: Currency fields, Table fields, Trim fields, 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.
  • BMC recommends that you not add fields with auto-generated values, such as Incident ID, to Smart IT views. For example, Incident ID is a required field that must be populated to save the ticket, but the user cannot enter a proper value for this field because it is auto-generated by the system.

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.

Note

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, all 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.


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Comments

  1. Guruprasad Balachandra

    Can we remove OOTB Smart IT view fields. for e.g. i dont want Categorization under summary section in incident view. Can this be done ?

    Nov 24, 2015 08:07
    1. Vikram Shinde

      We do not provide way to remove or disable OOTB fields that are visible in Smart IT UI

       

      Nov 26, 2015 02:41
      1. Guruprasad Balachandra

        Hi Vikram, didnt understand your comment

        Nov 27, 2015 07:47
  2. Rakesh Jajper

    I have same question, can we disable or remove OOTB fields from Smart View, if yes where are this settings? Also how ITSM workflow can be enforced in smart IT views?

    I was using Smart IT 1.2, and while submission of Inc ticket, we have many business rules enforcements but none of them triggered on smart views. If ITSM rules cant be triggered how can we create rules in Smart IT itself?

    Dec 07, 2015 02:32
  3. Catherine Siderine

    Hi Guruprasad and Rakesh,

    We are looking into your questions.

    Regards,

    Cathy

    Dec 09, 2015 10:12
  4. Vikram Shinde

    Hello Rakesh Jajper,

    You can't disable OOTB fields. BMC is not recommending to disable OOTB visible fields on SmartIT UI. In case customers do that by manipulating UI code (javascripts), it becomes maintenance problem, during next upgrade.

    Smart IT doesn't support Active links. ITSM serverside rules are supported by Smart IT as well.

    If your are facing issues with any specific rule, requesting to raise support ticket for same.

    Regards,

    Vikram

    Dec 10, 2015 01:33
  5. Kaushal Pandya

    Hi,

    Since displaying custom field on OOTB form is possible with SmartyIT and MyIT, is it possible to have a custom form to be available for access and use altogather in SmartIT and MyIT?

    Please also suggest views on the custom workflows as well to be used with SmartIT and MyIT.

    Apr 06, 2016 07:23
    1. Rakhi Rathod

      Hello Kaushal,

      Thank you for the comment. I'll check with the subject matter experts to discuss the possibilities of having custom forms in Smart IT and MyIT.

      Thanks,

      Rakhi

      Apr 15, 2016 12:52
    1. Rakhi Rathod

      Hello Kaushal,

      It is not possible to have custom forms in Smart IT or MyIT.

      Custom workflows (filters) will come into picture if they are written on forms on which Smart IT or MyIT operates. For example, if there is a filter written on HPD:Help Desk form (i.e. the Incident form), yes it will come into picture when you create or update incidents via Smart IT.

      Thanks,
      Rakhi

      Apr 25, 2016 12:09
      1. Kaushal Pandya

        Thank you for the update Rakhi.

        Is there any possibility to introduce such feature in near future in SmartIT and MyIT?

        That will be great if provided a flexibility for the user/developer to have such customization in SmartIT and MyIT to increase the user friendliness of the application.

        Apr 25, 2016 12:35
        1. Rakhi Rathod

          Thank you for the suggestion, Kaushal.

          We certainly want to know more from you.

          Please check to see if your suggestion is posted as an "idea" in BMC Communities. If not, you can add your idea so the community can see it and vote on it. The product team reviews ideas regularly, and some ideas are delivered in future releases.

          Regards,

          Rakhi

           

          Apr 25, 2016 12:52
  6. Arjun Nagabandla

    HI Team,

     

    When we add custom values for dropdown fields would they be automatically available in SMART IT? How to make those new values available.

    Aug 08, 2016 10:47
    1. Rakhi Rathod

      Hello Arjun,

      Sorry for the late reply to your comment. Could you tell us your issue in detail.

      We are updating this topic. Keep you informed.

       

      Thanks,

      Rakhi

      Oct 04, 2016 12:44
  7. Mukesh Arora

    Hi Team

    You have mentioned everywhere that you can add custom fields to Smart IT. But you have also mentioned at the top of this page  that we can add OOB fields as well to Smart IT which are not provided by default but you have not mentioned here with custom fields.

    Could you confirm if we can add OOB fields to smart IT using same steps which are mentioned for custom fields?

    If Yes, Please mention OOB fields as well in document where you have used custom fields.

    Regards

    Mukesh Arora

    Aug 12, 2016 10:28
    1. Rakhi Rathod

      Hello Mukesh,

      Sorry for getting back late on your comment. I'll check with Smart IT SME, and update the topic. I'll keep you informed.

      Thanks,

      Rakhi 

      Oct 04, 2016 12:51
  8. Mpumelelo Tsabedze

    Hi Rakhi,

     

    We want to add Submit date and Submitter on the Smart IT views  - may you advise of a way these can be populated ?

     

    Thanks

     

    Mpumi

    Jan 31, 2017 04:44
    1. Rakhi Rathod

      Hello Mpumelelo,

      Thank you for the comment. Could you tell us to which Smart IT view you want to add the Submit date and Submitter fields. What are your requirements for adding them, and the issues you faced.

      The information will help us resolve your comment.

      Regards,

      Rakhi

      Feb 01, 2017 03:46
      1. Mpumelelo Tsabedze

        Hi Rakhi,

         

        Its on the incident view for now  - client wants to see user who logged/submitted the ticket and the time. Currently have to go open the related Service Request to achieve this...

         

        Regards,

        Mpumi

        Feb 01, 2017 05:47
  9. Paul Stanfa

    Has BMC figure out a way to add the custom field to the Filter in the ticket console for searching, etc.  Also, being able to add the custom field to the ticket column would be great.  Otherwise the value of adding the field in Smart IT is minimal.

    Mar 31, 2017 02:20
    1. Rakhi Rathod

      Hello Paul,

      Thank you for the comment. I've forwarded it to the concerned team.

      I'll keep you posted.

       

      Regards,

      Rakhi 

      Apr 04, 2017 02:15
    1. Rakhi Rathod

      Hello Paul,

      Smart IT does not support this feature. But this is certainly a great idea.

      Could you submit your idea/suggestions on BMC Communities.

       

      Thanks,

      Rakhi 

      Apr 05, 2017 12:26