This documentation supports the 1.4 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 three-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). 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 Remedy Service Level Management is installed HPD:HelpDesk_SLM_Join_Outer forms. For the Incident, Work Order, Task, and Change views, you must add custom fields to the SLM Join form if you have installed BMC Remedy Service Level Management.

Forms to add custom fields

 Incident view

For the Incident view, you must add custom fields to the following forms:

OperationForm name
ReadHPD:HelpDesk
EditHPD:IncidentInterface
CreateHPD:IncidentInterface_Create

SLM Join

HPD:HelpDesk_SLM_Join_Outer 

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 view

For the Work Order view, you must add custom fields to the following forms:

OperationForm name
ReadWOI:WorkOrder
EditWOI:WorkOrderInterface
CreateWOI:WorkOrderInterface_Create

SLM Join

WOI:WorkOrder_SLM_Join_Outer


 Task view

For the Task view, you must add custom fields to the following forms:

OperationForm name
ReadTMS:Task

SLM Join

TMS:Task_SLM_Join_Outer


 Person Profile view

For the Person Profile view, you must add custom fields to the following forms:

OperationForm name
ReadCTM:People


 Change view

For the Change view, you must add custom fields to the following forms:

OperationForm name
ReadCHG:Infrastructure Change
EditCHG:ChangeInterface
CreateCHG:ChangeInterface_Create

SLM Join

CHG:InfrastructureChange_SLM_Join_Outer


 Problem Investigation view

For the Problem Investigation view, you must add custom fields to the following forms:

OperationForm name
ReadPBM:Problem Investigation
EditPBM:ProblemInterface
CreatePBM: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 view

For the Known Error view, you must add custom fields to the following forms:

OperationForm name
ReadPBM:Known Error
EditPBM:KnownErrorInterface
Create

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.

 Asset view

 For the Asset view, you must add custom fields to the specific asset type form:

Business serviceComputer systemEquipmentHardwareNetworkOtherSoftware
AST:BusinessService

AST:ComputerSystem

AST:EquipmentAST:CDROMDriveAST:AdminDomain

AST:Account

AST:Application

 AST:Mainframe AST:CardAST:ClusterAST:ActivityAST:ApplicationInfrastructure
 AST:Printer AST:ChassisAST:CommunicationEndpointAST:BusinessProcessAST:ApplicationService
   AST:DataBaseStorageAST:ConnectivityCollectionAST:ConcreteCollectionAST:ApplicationSystem
   AST:DiskDriveAST:ConnectivitySegmentAST:DocumentAST:BIOSElement
   AST:FloppyDriveAST:IPConnectivitySubnetAST:LogicalSystemComponentAST:DataBase
   AST:HardwarePackageAST:IPEndpointAST:PhysicalLocationAST:DiskPartition
   AST:HardwareSystemComponentAST:IPXConnectivityNetworkAST:RoleAST:FileSystem
   AST:KeyboardAST:LANEndpointAST:ServiceOfferingInstanceAST:OperatingSystem
   AST:LocalFileSystemAST:LNsCollectionAST:TransactionAST:Package
   AST:MediaAST:LAN AST:Patch
   AST:MemoryAST:NTDomain AST:Product
   AST:MonitorAST:NetworkPort AST:ResourceAllocationSettingData
   AST:PointingDeviceAST:ProtocolEndpoint AST:Share
   AST:ProcessorAST:WAN AST:SoftwareServer
   AST:Rack  AST:SystemSoftware
   AST:RemoteFileSystem  AST:VirtualSystemEnabler
   AST:ResourcePool  AST:VirtualSystemSettingData
   AST:SystemResource   
   AST:TapeDrive   
   AST:UPS   

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`!
Problem viewPBM:PPI:CreateProblem_100`!
Known error viewPBM:PPI:CreateKnownError_100`!
Change viewCHG:ICI:CreateChange_100`!

There is no need to change any filters for Task, Asset, and People Profile view as the custom fields are added to the main forms of task, asset, and people profile.

Smart IT viewForm name
Task viewTMS:Task form
Asset viewForm of each asset
Person Profile viewCTM:People form

Add custom fields to supported language views

In Smart IT views, you can add custom fields in supported languages. When you add custom fields to Smart IT views, ensure that you add the custom field in both the English Best Practice view and the best practice view of the localized language of the relevant BMC Remedy ITSM forms.

For example, to create a custom field of type 'Character' in the French view for Problem Investigation, follow these steps:

  1. Open the PBM:Problem Investigation form.
  2. Right-click the form, and select Create a New Field > In Current View > Character.
  3. Copy the Character field and paste it on the PBM:ProblemInteface_Create form.
  4. On the PBM:ProblemInteface form, right click and add the Character field from the Problem Investigation form.

    Note

    Ensure that the field ID and name of the custom field should be same across all three forms, in this case, the following forms:

    • PBM:Problem Investigation form
    • PBM:ProblemInteface_Create form
    • PBM:ProblemInteface form
  5. Map the field in the filter PBM:PPI:CreateProblem_100'!

You now have to add the Character field created in French view to the English Best Practice view. When doing so, ensure that the field ID and name of the custom field must be same in both the French and English Best Practice view. To add the field:

  • Copy the Character custom field created in the French view, and paste it in the following forms in the English Best Practice view.
    • PBM:ProblemInteface_Create form
    • PBM:ProblemInteface form
    • PBM:Problem Investigation 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.

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

  1. Raido Oja

    I see no information on how to add custom fields to asset views? Is this not supported yet?

    Mar 30, 2016 10:43
    1. Catherine Siderine

      Thanks for your question, Raido. I have sent it to the person who maintains this content.

      Regards,

      Cathy

      Apr 01, 2016 05:24
    1. Rakhi Rathod

      Hi Raido,

      Thank you for the comment. I added Asset form names to this topic. 

      You can add custom fields to the Asset view in the same way as you add custom fields to other tickets.

      Thanks,

      Rakhi

      Apr 04, 2016 04:21
  2. Sam Ferguson

    What are the steps required to have a new class in the CMDB available via Smart IT?  What needs to be done to have the new class displayed to allow customer attributes to be displayed via SmartIT?

    Is this covered else where in the documentation?

    Apr 07, 2016 11:06
    1. Rakhi Rathod

      Hello Sam,

      Thank you for the comment. 

      We need to document the steps. I will check with the subject matter experts to get the details, and also keep you informed.

       

      Thanks,

      Rakhi

      Apr 14, 2016 06:49
    1. Rakhi Rathod

      Hello Sam,

      We have created a document enhancement task to update this topic as per your suggestion. I'll inform you when the topic is ready.

      Thanks,

      Rakhi

      Apr 28, 2016 07:33
  3. Kristoffer strange Johansen

    Is it possible to remove out-of-the-box fields from a Smart IT view? For example, if we only use Operational Categorization Tier 1 on Incident records in Remedy Classic, and choose to hide Tier 2 and Tier 3 in developer, we do not want Tier 2 and Tier 3 field available in Smart IT.

    Apr 15, 2016 07:56
    1. Laurent Matheo

      Hi Kristoffer.

      No it is not possible. I did it for a customer but I had to modify the javascript template to hide the fields...

      If you want you can try this road (it should be something like "\Smart_IT_MyIT\Smart_IT_MyIT\ux\current\smart-it\scripts\app\templates.min.js")?

      But it would be a good idea to create an "idea" on the BMC Community about that functionality...

      Apr 15, 2016 08:03
      1. Kristoffer strange Johansen

        Thanks for the input Laurent, I have posted the Idea: https://communities.bmc.com/ideas/13122

        Apr 19, 2016 07:51
  4. Luciano Muller nicoletti

    Can you please document the option "Hide Label" on the field's properties?

    Because even on an OOTB Smart IT instance, this "Hide Label" has no effect on the field's label displaying properties on Smart IT.

    Thanks,

     

    Jul 21, 2016 10:03
    1. Rakhi Rathod

      Hello Luciano,

      Apologies for getting back late on your comment. We are updating this topic, and incorporate your comment when doing so.

      I'll keep you informed.

      Thanks,

      Rakhi 

      Oct 04, 2016 01:25
      1. Luciano Muller nicoletti

        (thumbs up)

        Oct 04, 2016 01:41
  5. Arlene Paraiso

    Hi,

     

    I've seen documents for adding custom fields in Smart IT, but is there a document for adding custom form as well? Or is this even supported? I've never seen this topic being answered in the communities as well.

    Apr 03, 2017 10:09
    1. Luciano Muller nicoletti

      Hi, in my opinion you'll need to use BMC Innovation Suite for doing this, https://docs.bmc.com/docs/innovationsuite/cloud

      Apr 04, 2017 02:09
    1. Rakhi Rathod

      Hello Arlene,

      Thank you for the comment. I'll consult SMEs, and let you know the updates.

      Regards,

      Rakhi 

      Apr 04, 2017 02:48
    1. Rakhi Rathod

      Hello Arlene,

      Smart IT does not support the feature to add custom forms. Could you submit you idea on BMC Communities.

       

      Regards,

      Rakhi

      Apr 04, 2017 03:35