This documentation supports the 1.5 version of Remedy with Smart IT.

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Adding custom fields to your views using Smart IT

This topic was edited by a BMC Contributor and has not been approved.  More information.

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 multi step procedure:

View the following videos for additional information and procedures.

DescriptionVideo
Enabling fields for customization
Creating a group of customization fields
Identifying and implementing required workflows

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

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.

 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   

Note

On the Asset view, Type-Specific Area does not support custom fields added to AST:Attributes even if the custom field is added to asset type forms such as AST:ComputerSystem, AST:Printer, and so on. However, the custom fields added to AST:Attributes are visible in the Generic Area if the custom fields are added to the AST:BaseElement form.

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

Adding 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 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 in 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.



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Comments

  1. Cosmina florentina Rinciog

    For adding custom fields to Incident View, Problem View or Known Error View the custom fields should be mapped in the filters HPD:HII:CreateIncident_100`!PBM:PPI:CreateProblem_100`!respectively PBM:PPI:CreateKnownError_100`!.

    When adding custom fields to Change View should we mapped those fields in the filter CHG:ICI:CreateChange_100`! ?

     

    Jan 10, 2017 08:34
    1. Rakhi Rathod

      Hi Cosmina,

      Thank you for the comment. I'll contact Smart IT SMEs, and get back to you.

      Regards,

      Rakhi

      Jan 10, 2017 11:02
    1. Rakhi Rathod

      Hi Cosmina,

      You are right. You must use the filter CHG:ICI:CreateChange_100`!

      Thanks,

      Rakhi

      Jan 11, 2017 02:30
  2. Cosmina florentina Rinciog

    Hi,

    I think that the documentation should be updated with the filter for change. Also, I have observed the same for other views: like Work Order it should have WOI:WIC:CreateWorkOrder_100`!? Also Task view should have any filter to update? 

    Thank you,

    Cosmina

    Jan 11, 2017 02:55
    1. Rakhi Rathod

      Hi Cosmina,

      I updated the topic as per your suggestions. I added two tables to explain filter mapping for custom fields.

      Thanks,

       Rakhi

      Jan 12, 2017 06:00
  3. David Kelly

    Hi,

    Just hoping to get a bit of clarification on the above.  Does this suggest that the Incident form (or any form) could be customised so that instead of seeing updates that say it was updated 3 hours ago, yesterday, or 2 days ago - that this could be substituted with the exact date/time that the update was added?

    Thanks in advance

    Feb 06, 2017 08:54
    1. Rakhi Rathod

      Hello David,

      There is one easy way to get updates in Absolute format—Jan 15, 2017 10:20 AM instead of seeing them in Relative format—2 hours ago, 3 days ago, and so on. 

      You can specify a property in the SHARE:Application_Properties form in BMC Remedy ITSM. The Date and time display format topic will provide you info about the date and time format.

       

      Thanks,

      Rakhi

      Feb 06, 2017 11:12
      1. David Kelly

        Thank you for your reply, Rakhi.  It's great to know that this can be changed so that Smart IT reflects the actual date/time in the activity log - and great to know that it's such a simple change to make. 

        Thanks again, really appreciate it.

        David

        Feb 07, 2017 12:12
        1. Rakhi Rathod

          Hi David,

          Thank you for appreciating Smart IT and our efforts.

          We look forward to your suggestions and words of encouragements.

           

          Regards,

          Rakhi 

          Feb 07, 2017 12:22
  4. Jeremy Schlosky

    Please included that in order to add a field to the Asset View > Generic Area, that field must be added to the view on AST:BaseElement. This was the only way I could get an OOB that I added to AST:ComputerSystem to appear. 

    May 24, 2017 11:46
    1. Nidhi Das

      Hello Jeremy,

      I will discuss this with the concerned SME and will update the topic.

      Thanks,
      Nidhi

      May 25, 2017 01:21
    1. Nilay Agambagis

      Hello Jeremy,

      To help resolve your comment, could you please let us know what you mean by OOB field? Are you referring to the BMC Core fields or the AST attribute fields?

      In case of BMC Core fields, the fields can be customized using type specific. If it's not BMC core field and it comes from AST Attribute then you have to pull the fields into AST: BaseElement.

      Regards,
      Nilay

      Jul 24, 2017 06:56
      1. Jeremy Schlosky

        Nilay,

        It was a field from AST:Attributes.

        Thanks,

        Jeremy

        Jul 27, 2017 04:21