This documentation supports the 18.05 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. You can also define a custom field in BMC Remedy IT Service Management and then make the fields available for selection 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.

Notes

  • You can add any number of fields to a section, with the exception of the header section, where you can add up to 5 fields.
  • Out-of-the-box BMC Remedy ITSM fields are displayed in view mode even if the fields are blank. Custom fields are displayed only when values are present and are hidden in view mode if the fields are blank.
  • You can make the out-of-the-box BMC Remedy ITSM fields read-only by updating property of the fields from the Smart IT Screen configuration.


This is a multi step procedure:

View the following videos for additional information and procedures. The screens of the following videos refer to the earlier versions of Smart IT.

DescriptionVideo
Enabling fields for customization

https://youtu.be/ZtUGzSVRHyo

Creating a group of customization fields

https://youtu.be/1Uma36bXkQg

Note

When you add a field to a group, all its dependent fields should also be added in the Screen Configuration.

Identifying and implementing required workflows

https://youtu.be/PX1TS_p-rWI

Adding 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:Help Desk 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) INT:HPDSLM: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:Help Desk
EditHPD:IncidentInterface
CreateHPD:IncidentInterface_Create

SLM Join

INT:HPDSLM:HelpDesk_SLM_Join_Outer 

Note

You must also update the filter HPD:HII:CreateIncident_100`! by mapping the custom fields. See Adding custom fields to the Incident view.

 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

INT:WOISLM:SMT_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

INT:CHGSLM: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 Adding custom fields to the Incident view.

 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 Adding custom fields to the Incident view.

 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 Generic Area if the custom fields are added to the AST:BaseElement form. For more information, see Adding custom fields to the Asset View.

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

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

Adding custom fields to the Incident view 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 and Attachment fields.
  • 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.

Adding a field to the multiple views

You can add a customized field to all views when you open a form for the first time (For example, Unmodified) to do customization on it. To do this,

  1. Select an out-of-the-box field.
  2. Right click and select Add Field To View Overlay.
  3. Select Add to view overlay of all views containing this field radio button and click OK.
  4. Right click and select Create a New Field.
  5. Select In Current View.
  6. Select the field that you want to add.
    This field is added in all views.



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Comments

  1. Cosmina florentina Rinciog

    Please correct the SLM Join form name for Task View. The form is no longer TMS:Task_SLM_Join_Outer and the correct name is INT:TMSSLM:Task_SLM_Join_Outer.

    Sep 25, 2018 06:59