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.

Configuration details of expression


 Click here to see the available operators
OperatorDefinitionExample
&&logical AND

$status == 'In Progress' && $priority == 'High'

||logical OR

$customerVIPFlag || $serviceType == "User Service Request"

==equal to

$firstName == "Allen" || $bmcInt == 10

!=Not equal to$status != 'New'
>greater than$bmcInt > 6
> =greater than or equal to$bmcInt >= 6
<lesser than$bmcInt < 6
< =lesser than or equal to$bmcInt <= 6
+context specific either addition of numerals or concatenation of strings

$bmcInt + 10

$staus + " " + $priority

(expression) ?consequent value expression :alternate value expressionconditional expression**

$status == 'Assigned') ? "Hello" : "World"

()grouping
LIKEcontainer check

"AB" LIKE "ABCD"

Note: Wildcard characters like %, ?, * etc. are not supported.

*, /, %, -Mathematical operations
 Click here to see the available keywords and functions
KeywordsDescriptionValue
$NULL$

A null value (no value).
$NOW$This keyword replaces $TIMESTAMP$UNIX epoch time
$HOMEURL$This keyword returns the base URL of the current pageString
$MIDTIERURL$This keyword returns the URL for midtierString
$USER$

This keyword returns login id of the current user Example:

String

FunctionsDescriptionReturn value
INGROUP

This function checks if user belongs to a group. It takes strings as input.

Example:

Make field readonly if Incident Master (group id: 20004)

CustomField1 - readonly - Meet a condition - INGROUP(20004)

boolean
HASROLE

This function checks if user belongs to a role. It takes strings as input.

Example:

Hide a field if user is not Incident Submitter (role id: -20042)

CustomField1 - hide - Meet a condition - !HASROLE(-20042)

boolean
REPLACE

This function returns the value that results from replacing any occurrences of the second parameter found in the first parameter with the contents of the third parameter.

For example:

REPLACE ($submitter, 'Bob', 'Robert').
string
DATEADD

This function adds a specified number of days, weeks, months, or years to the date and returns the new date. You can specifiy datepart using one of the following quoted values:

  • Year --"years " or "y "
  • Month --"months " or "m"
  • Day --"days " or "d"
  • Week --"weeks " or "w"
  • Hour--"hours" or " h"
  • Minute--"minutes" or "mn"
  • Second--"seconds" or "s"
  • Millisecond – "milliseconds" or "ms"

The date value that can be added is the date parameter. For example, to add 10 weeks to the 05/20/02 date, enter:

DATEADD(string, integer, string)
e.g. DATEADD('w', 10, '05/20/08'), DATEADD('M', 1, '1504716711965')

date
DATEDIFF

Depending on the value of datepart, this function returns the difference between the start date and the end date. You can specify datepart using one of the following quoted values:

    • Year --"years " or "y "
    • Month --"months " or "m"
    • Day --"days " or "d"
    • Week --"weeks " or "w"
    • Hour--"hours" or " h"
    • Minute--"minutes" or "mn"
    • Second--"seconds" or "s"
    • Millisecond – "milliseconds" or "ms"

For example:

DATEDIFF('d', $date1, $date2)
int
NOOP

Do nothing, Example:

Set value when Status is 'Assigned' and the value of zip is set to 560010, else do nothing:

void
SELECTIONINDEX

Select index value of menu field.

Example: SELECTIONINDEX($workOrderType) returns 1000.

Index value of the Enum Field
SELECTIONLABEL

Select label value of menu field.

Example: SELECTIONLABEL($workOrderType) returns Proyecto for Spanish locale and Project for English locale.

Alias values of Enum Field which is localized
 Click here to see other available operands
  • Ticket object items for both OOTB and custom fields.
    For example, $status, $isCustomVIP, $desc 
  • Even constant values.
    For example, strings like 'ABC' ,Boolean true or false, Numbers, '' or NULL

 Click here to see the configuration details for Incident Screen
Out-of-the-box Widget NameWidget Member Name

Accelerator Name

assigneeAssigneeassignee

Assignee Login IDassigneeLoginId
assigneeSupportGroupsAssigned GroupsupportGroups

Assigned Group IDassignedGroup
CustomerFirst NamefirstName

Last NamelastName

VIPcustomerVIPFlag

Customer Login IDcustomerLoginId

Person IDcustomerPersonId
contactDirect Contact First NamecontactFirstName

Direct Contact Last NamecontactLastName

Direct Contact OrganizationcontactOrganization

Direct Contact Login IDcontactLoginId

Direct Contact CompanycontactCompany
causalCIHPD_CIcausalCI

HPD_CI_ReconIDCI_reconid
customerPhonePhone Number

phoneNumber

contactPhoneDirect Contact Phone Number

contactPhoneNumber

contactEmailDirect Contact Internet E-mail

contactEmail

customerEmailInternet E-mail

internetEmail

descDetailed Decriptiondesc

incidentTemplate

HPD Template ID

templateId

impactedServiceServiceCIimpactedService

ServiceCI_ReconIDserviceCIReconId
locationCompanyCompanylocationCompany
operationalCategorization Tier 1operationCategoryTier1

Categorization Tier 2operationCategoryTier2

Categorization Tier 3operationCategoryTier3
organizationOrganization

organization

priorityPrioritypriority

Impactimpact

Urgencyurgency
productProduct Categorization Tier 1productCategoryTier1

Product Categorization Tier 2productCategoryTier2

Product Categorization Tier 3productCategoryTier3

Product NameproductName

Product Model/VersionproductModelVersion
resolutionResolution CategoryresOperationCategoryTier1

Resolution Category Tier 2resOperationCategoryTier2

Resolution Category Tier 3resOperationCategoryTier3
resolutionProductClosure Product Category Tier1resProductCategoryTier1

Closure Product Category Tier2resProductCategoryTier2

Closure Product Category Tier3resProductCategoryTier3

Closure Product NameresProductName

Closure Product Model/VersionresProductModelVersion
statusStatusstatus

Status_ReasonstatusReason

Resolutionresolution
serviceTypeService TypeserviceType
site

Site

site


Region

region


Site Group

siteGroup

Out-of-the-box Field NameAccelerator Name
Contact Companycompany

Description

summary

Incident Numberid

Note

All widgets and fields listed above may not be available in the both View and Create screens.

 Click here to see the configuration details for Change Screen
Out-of-the-box Widget NameWidget Member NameAccelerator Name
actualDatesActual Start DateactualStartDate

Actual End DateactualEndDate
changeLocationSitesiteName

Site GroupsiteGroup

RegionsiteRegion
changeCoordinatorASCHGassigneeName

ASLOGIDassigneeLoginId
changeCoordinatorSupportGroupsASGRPassigneeGroup

ASGRPIDassigneeGroupId
changeManagerCAB Manager ( Change Co-ord )managerName

CAB Manager LoginmanagerLoginId

Company3managerCompany
changeManagerSupportGroupsSupport Group NamemanagerGroup

Support Group IDmanagerGroupId
changeRiskBadgeRisk LevelriskLevel
changeRiskRisk LevelriskLevel
customerPhoneCustomer Phone NumbercustomerPhone
customerEmailCustomer Internet E-mailcustomerEmail
changeClassChange Timingtiming

Timing_ReasontimingReason
descDetailed Descriptiondesc
impactedAreasCompanyrequestedByCompany

SitesiteName

RegionsiteRegion

Site GroupsiteGroup

OrganizationcontactOrganization

DepartmentcontactDepartment
impactedServiceServiceCIimpactedService
operationalCategorization Tier 1operationCategoryTier1

Categorization Tier 2operationCategoryTier2

Categorization Tier 3operationCategoryTier3
priorityPrioritypriority

Impactimpact

Urgencyurgency
productProduct Cat Tier 1productCategoryTier1

Product Cat Tier 2productCategoryTier2

Product Cat Tier 3productCategoryTier3

Product Name (2)productName

Product Model/Version (2)productModelVersion
requestedForCustomer First NamecustomerFirstName

Customer Last NamecustomerLastName

Customer DepartmentcustomerDepartment
scheduledDatesScheduled Start DatescheduledStartDate

Scheduled End DatescheduledEndDate
statusChange Request Prev StatuspreviousStatus

Status ReasonstatusReason
targetDateChange Target DatetargetDate
Out-of-the-box Field NameAccelerator Name
Descriptionsummary
Infrastructure Change IDdisplayId
Reason For ChangechangeReason
Reason For ChangechangeReason

Note

All widgets and fields listed above may not be available in the both View and Create screens.

 Click here to see the configuration details for Work Order Screens
Out-of-the-box Widget NameWidget Member NameAdditional information
assigneeName

assigneeName



assigneeLoginId
assigneeSupportGroups

assigneeGroup



assigneeGroupId

assigneeCompany

assigneeOrg
actualDatesactualStartDate
customer

customerFirstName



customerLastName

customerVIPFlag

customerLoginId

customerPersonId

customerCompany
customerPhonecustomerPhone
customerEmailcustomerInternetEmail
contact

contactFirstName



contactLastName

contactOrg

contactLoginId

contactCompany
contactPhone

contactPhone


contactEmailcontactInternetEmail
descdesc
impactedService

impactedService



serviceCIReconId
organizationcustomerOrg
operational

operationCategoryTier1

Operational Category

operationCategoryTier2

operationCategoryTier3
product

productCategoryTier1

Product Category

productCategoryTier2

productCategoryTier3
prioritypriority
requestManager

managerName



managerLoginId
requestManagerSupportGroups

managerGroup



managerGroupId

managerCompany

managerOrg
scheduledDates

scheduledStartDate



scheduledEndDate
status

status



statusReason
site

locationRegion

Customer Site

locationSiteGroup

locationSite
workorderTemplate

templateId



templateName

id
workOrderLocation
Google Map
Widget nameRequiredRead-onlyHideSet value
Affected service YesYesYesNot allowed
Assignee Yes- Assignee NameYesYesNot allowed
Actual DatesYesYesYes
Customer NameYes - Customer NameYesYesNot allowed
CategoriesYes - Tier 1YesYesNot allowed
Description with attachment(s)Yes - DescYesYesYes - Desc
EmailYesYesYesYes
ManagerYesYesYesNot allowed
Manager Support GroupYesYesYesNot allowed
PhoneYesYesYesYes
PriorityYesYesYesYes
Site Yes- site fieldYesYesNot allowed
Support group Yes- SupportYesYesNot allowed
StatusYesYesYesYes
Status ReasonYesYesYesYes
Scheduled DatesYesYesYes
TitleYesYesYesYes
Work Order id

Yes

Note

All widgets and fields listed above may not be available in the both View and Create screens.

 Click here to see the configuration details for Task Screens
Out-of-the-box Widget NameWidget Member Name
assigneeassigneeLoginId

assigneeName
actualDatesactualStartDate

actualEndDate
descdesc
operationaloperationCategoryTier1

operationCategoryTier2

operationCategoryTier3
prioritypriority
productproductCategoryTier1

productCategoryTier2

productCategoryTier3

productName

productModelVersion
statustaskStatus

taskStatusReason

summary
scheduledDatesscheduledStartDate

scheduledEndDate
supportGroupsassigneeSupportGroupId

assigneeGroup

assigneeCompany

assigneeOrg
taskTemplatetemplateGuid
Widget nameRequiredRead-onlyHideSet value
Assignee Yes - Assignee NameYesYesNot allowed
Actual DatesYesYesYes
CategoriesYes - Tier 1YesYesNot allowed
Description with attachment(s)Yes - DescYesYesYes - Desc
PriorityYesYesYesYes
Support group Yes - SupportYesYesNot allowed
StatusYesYesYesYes
Status ReasonYesYesYesYes
Scheduled DatesYesYesYes
Task id

Yes
TitleYesYesYesYes

Note

All widgets and fields listed above may not be available in the both View and Create screens.


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