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 multi step procedure:
View the following videos for additional information and procedures.
|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.
For the Incident view, you must add custom fields to the following forms:
You must also update the filter HPD:HII:CreateIncident_100`! by mapping the custom fields. See Adding a custom field to the Incident form in Smart IT.
For the Work Order view, you must add custom fields to the following forms:
For the Task view, you must add custom fields to the following forms:
For the Person Profile view, you must add custom fields to the following forms:
For the Change view, you must add custom fields to the following forms:
For the Problem Investigation view, you must add custom fields to the following forms:
You must also update the filter PBM:PPI:CreateProblem_100`! by mapping the custom fields. See Adding a custom field to the Incident form in Smart IT.
For the Known Error view, you must add custom fields to the following forms:
(This form is shared with problem investigations.)
You must also update the filter PBM:PPI:CreateKnownError_100`! by mapping the custom fields. See Adding a custom field to the Incident form in Smart IT.
For the Asset view, you must add custom fields to the specific asset type form:
|Business service||Computer system||Equipment||Hardware||Network||Other||Software|
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 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 view||Filter name|
|Work order view||WOI:WIC:CreateWorkOrder_100`!|
|Known error view||PBM:PPI:CreateKnownError_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|
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:
- 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 in the PBM:ProblemInteface_Create form.
On the PBM:ProblemInteface form, right click and add the Character field from the Problem Investigation form.
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
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:
- Large Character
- Selection fields, such as drop-down, check box, and radio button fields
- Static menus
- Dynamic menus
- Currently the following types of custom fields cannot be displayed: Currency fields, Table fields, Trim fields, Display only fields and Attachment 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.
- In BMC.Core:BMC_Application Class, create a custom attribute that has selection values, and run the Asset Sync UI so that the custom attribute is reflected in the AST forms. In Smart IT, refresh the metadata for Asset View, and add the custom field. In the backend form, if you remove one of the selection values, you can notice that the changes are not reflected in Smart IT. You can still see the removed value even after you refresh the metadata. In Smart IT, to reflect the changes made in the backend form, you must remove the specific custom field, add it again, and then refresh the metadata. Sometimes you might need to restart the Smart IT server.
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.
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.
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.
You can edit the custom field inline like all fields on the default view, by clicking the editicon. However, fields in the Assignment area are displayed on the Update Assignment panel for edit.