Troubleshooting issues while adding custom fields
After you add custom fields to Remedy IT Service Management forms in Remedy Developer Studio, sometimes the metadata is not refreshed in Smart IT. As a result, the custom field are unavailable to add by selection, or the custom field menu does not load in Smart IT. Use this information to understand and resolve the problem or to create a BMC Support case.
- The Asset selection menu in Screen Configuration does not load.
- The database table has corrupt or duplicate records.
- Some fields are missing in Screen Configuration in Smart IT.
- Field data is inaccurate.
- One or more users experience these problems.
- In a Server Group environment, these problems could affect one or more servers.
Perform the following steps to clear the metadata if you're unable to add a custom field:
Verify if the custom field is added correctly in BMC Remedy Developer Studio.
To verify if the custom fields are added correctly to Asset View and Incident View, see the following videos:
Adding custom fields to your views using Smart IT
Check for common mistakes in the custom fields.
Perform the following checks:
Recreate the field metadata on the associated Smart IT forms.
Clean up the form data and the database table if the Asset selection menu is not displayed.
|5||Create a BMC Support Case.|
Collect and send all available Smart IT logs with detailed information when creating a case with BMC Support.
Provide the following information as part of your case:
You can attach a zip file of up to 2 GB. You can also upload the files on FTP.
For more information, see
After you determine a specific symptom or error message, use the following table to identify the solution:
Verify the form data.
|You are unable to access Type Specific Area in Screen Configuration > Asset View. Depending on the browser version, when you try to access this area, the Asset View > Type-Specific Area blade is not displayed or it takes a long time to appear.||Clear the metadata.|