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:

Operation	Form name
Read	HPD:HelpDesk
Edit	HPD:IncidentInterface
Create	HPD: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:

Operation	Form name
Read	WOI:WorkOrder
Edit	WOI:WorkOrderInterface
Create	WOI:WorkOrderInterface_Create
SLM Join	WOI:WorkOrder_SLM_Join_Outer

Task view

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

Operation	Form name
Read	TMS: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:

Operation	Form name
Read	CTM:People

Change view

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

Operation	Form name
Read	CHG:Infrastructure Change
Edit	CHG:ChangeInterface
Create	CHG: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:

Operation	Form name
Read	PBM:Problem Investigation
Edit	PBM:ProblemInterface
Create	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 view

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

Operation

Form name

Read

PBM:Known Error

Edit

PBM: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 service	Computer system	Equipment	Hardware	Network	Other	Software
AST:BusinessService	AST:ComputerSystem	AST:Equipment	AST:CDROMDrive	AST:AdminDomain	AST:Account	AST:Application
	AST:Mainframe		AST:Card	AST:Cluster	AST:Activity	AST:ApplicationInfrastructure
	AST:Printer		AST:Chassis	AST:CommunicationEndpoint	AST:BusinessProcess	AST:ApplicationService
			AST:DataBaseStorage	AST:ConnectivityCollection	AST:ConcreteCollection	AST:ApplicationSystem
			AST:DiskDrive	AST:ConnectivitySegment	AST:Document	AST:BIOSElement
			AST:FloppyDrive	AST:IPConnectivitySubnet	AST:LogicalSystemComponent	AST:DataBase
			AST:HardwarePackage	AST:IPEndpoint	AST:PhysicalLocation	AST:DiskPartition
			AST:HardwareSystemComponent	AST:IPXConnectivityNetwork	AST:Role	AST:FileSystem
			AST:Keyboard	AST:LANEndpoint	AST:ServiceOfferingInstance	AST:OperatingSystem
			AST:LocalFileSystem	AST:LNsCollection	AST:Transaction	AST:Package
			AST:Media	AST:LAN		AST:Patch
			AST:Memory	AST:NTDomain		AST:Product
			AST:Monitor	AST:NetworkPort		AST:ResourceAllocationSettingData
			AST:PointingDevice	AST:ProtocolEndpoint		AST:Share
			AST:Processor	AST: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 view	Filter name
Incident view	HPD:HII:CreateIncident_100`!
Work order view	WOI:WIC:CreateWorkOrder_100`!
Problem view	PBM:PPI:CreateProblem_100`!
Known error view	PBM:PPI:CreateKnownError_100`!
Change view	CHG: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 view	Form name
Task view	TMS:Task form
Asset view	Form of each asset
Person Profile view	CTM: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:

Open the PBM:Problem Investigation form.
Right-click the form, and select Create a New Field > In Current View > Character.
Copy the Character field and paste it on the PBM:ProblemInteface_Create form.
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
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.

Adding custom fields to your views using Smart IT

Add the field to the appropriate BMC Remedy Action Request System forms

Add custom fields to supported language views

Add the field to the appropriate Smart IT view from the Configuration page

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