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.

Configuring screens

The different views under the Screen Configuration menu enable you to customize the layout of the ticket profiles. You can specify the fields that are required during ticket creation. You can also specify the property of all fields, and place the fields in the appropriate sections of a ticket profile. You can add custom fields to any section or subsection you want. For example, in the Incident view, the default Record section consists of Affected Service, Affected Asset, Record Summary, and Categorization subsections. You can move fields within these subsections or to another section of the Incident view, such as the Assignment section. You can move widgets from a section to another section. You can also remove a widget, and replace some/all of its member fields as individual fields. You can also configure the title bar of the ticket profiles to add fields and widgets that best suit your business needs.

Note

Currently, you can configure the screens for the following ticket types only: Incident, Change Request, Work Order, and Task.


TasksDescriptions

Configuring the layout of ticket profile

You can configure the layout of ticket profile and move fields and widgets from with a section or to another section.

Updating the property of fields

As an administrator, you can customize the property of the out-of-the-box (OOTB) and custom fields. You can make fields read-write or read-only, visible or hidden, mandatory or optional. You can hide labels, and populate value from different fields. You can also set field absolute values and set field values derived from other data attributes or system keywords or both.

Adding expression to the fields

You can build expressions to dynamically change the following field properties.

Note: Currently, you can add expressions for the following ticket types: Incident, Change Request, Work Order and Task.

Associating actions to the fields

You can associate provider actions or URL actions to a field.

Configuring widgets

A widget is a set of member fields which are closely related with each other. You can disassociate an existing widget, and add fields of the widget separately in a screen.

Configuring title bar of the tickets

You can configure the header section of the incident and the change request view. 

Configuring the layout of a ticket profile

You can add and move fields and widgets among sections and subsections in a ticket profile. However, you cannot add a single field or widget to more than one section or subsection. For more information, see Smart IT screens, panels, and fields.

  1. On the Dashboard, select the Configuration > Screen Configuration.
  2. Go to the Incident View and select Record > Affected Asset.
  3. Click to remove the field or the widget from the Affected Asset section.
  4. Click Save.
  5. Go to the Incident View and select Record > Record Summary.
  6. In the Available Fields section, select the field or the widget that was removed from the Affected Asset section and add it under the Seleced Fields area.
  7. Click Save.

    Note

    Smart IT does not support printing the customized ticket profile.

Updating the property of fields

As an administrator, you can customize the properties of the out-of-the-box (OOTB) and custom fields to make them behave in way that you can define by using expressions for Incident, Change Requests, Work Order, and Task tickets. You can define expressions only on Universal Client (UC), and the result is implemented on both UC and mobile devices. If you do not want to add expressions, you can select Always from the menu to apply a set property always on the selected field or widget. To make a field read-only, you can select the Read Only option.

For example, to make the Company field always required, you must select Always for the Required property. If you want to make the property conditional, then you must specify expressions. To do so, you must follow these steps:

  1. On the Dashboard, select Configuration > Screen Configuration.
  2. Navigate to the ticket view and select the section in which the field is available.
  3. Double-click a field (OOTB or custom field). 
    Options to define the field property are displayed.
  4. Select the check box for a property; for example, Required and then select Meet a Condition.
  5. Build an expression.
  6. Click Save

Adding expression to the fields

You can build expressions to dynamically change the following field properties:

CustomizationExpressions

Make fields required

($status == "Assigned" && $company == "Petramco") || ($organization  == "Finance" && $impact  == "1-Extensive/Widespread)
Hide fields$status == "In Progress" && $isCustomerVip=='True' 
Show hidden fields$productCategoryTier1 == "Service" && $productCategoryTier2 == "Infrastructure" && $productCategoryTier3  == "Telecommunications"
Make fields read-only$lastName =="Allbrook" && $customerVIPFlag == "True"
Set field values

Set value contains all custom fields, email ID, phone fields and widgets like ‘priority', 'summary', 'serviceType', 'status', 'desc', 'changeClass‘.

$sysdate$ - using function

($status == "In Progress") ? "ABC":"XYZ" - using if/Else condition

$status + "Text" + $priority - Character appending

$status == "In Progress" then will set true/false - True/False based on the given condition

Notes:

  • If you empty the field (in the context of Character field) after configuring an expression in the Set value, the expression is executed and sets the value to TEST. It makes difficult to add different values. A delay of 750 millisecond has been implemented to evaluate the expression.
    For example, customField01 -> $customField01 == $NULL$ ? “Test”: $customField01. 
  • Out-of-the-box and custom drowp-down fields always send Enum Name instead of Enum Index. Set Value sets Enum Name instead of Enum Index for Custom Field.

For more information, see Configuration details of expression.

Notes

For dates, use milliseconds since epoch for all expressions and for selection, use index for custom fields and label values for out-of-the-box fields.


Associating actions to the fields

You can add URL and Provider actions to the fields of Incident, Change, Work Order and Task tickets. For more information, see Configuring actions in Smart IT and Configuring provider actions in Smart IT.

Configuring widgets

A widget is a set of member fields that are closely related to each other. You can disassociate an existing widget, and add fields of the widget separately. You must first remove the widget from the Selected Fields. When the widget is removed, the fields in the widget can be added separetely to the ticket profile. You cannot add a widget after removing the widget and adding the member fields. A widget appears disabled if it is removed.

Scenario

The Priority widget is available in the Incident, Change, Work Order and Task view. The widget has PriorityImpact and Urgency fields. To break this widget, follow these steps:

  1. In the Header section, click the x to remove the Priority widget.
    In the Available Fields section, the PriorityImpact and Urgency fields are now available for selection.
  2. You can select any or all these fields and add them as individual fields.
  3. Click Save.

Notes

  • The member fields become available for selection if you set the fields in View in ITSM.
  • If you remove a widget and add the member fields, the dependent fields should be added in a group so that you can work with the field values properly.

Configuring Google Map widget

You can configure the Google Map widget from Configuration > Screen Configuration. This widget appears enabled in the Available Fields section. You can move this widget as per your requirements. The Google Map widget is driven by Google Map API Key.

Configuring the title bar of the tickets

You can configure the title bar of an Incident and Change Request views. By default, the Incident ID field and Priority widget are displayed in the title bar. You can add a maximum of 5 fields or widgets in the title bar. You can remove the Incident ID field and the Priority widget and add to another section. Except the Priority widget, you cannot add any other widget in the title bar of the Incident View.

  1. On the Dashboard, select the Configuration > Screen Configuration.
  2. Go to the Incident View and click Header.
  3. From the Available Fields, add fields and widgets to the Selected Fields area. 
    For example, you can add the following fields and widgets:
    • Custom fields—Entry ID and Reported Date
    • A widget—Category Company Widget
  4. Click Save.

Similarly, you can configure the title bar of change request profile. On the title bar of change request profile three widgets are available by default—Risk Level, Priority, and Change Class (non editable). You must note that the Change ID is non-editable in the Change View mode.

If a field is present in all required ITSM forms, the field is listed with an Add icon ("+" 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 ITSM forms, the field is displayed inactive, and you cannot add it to the view.


You can make a custom field required in Smart IT, even if the field is optional in Remedy ITSM, by selecting the Required property in Smart IT Screen Configuration. The field is then indicated as required in the Smart IT UI and must be completed for every new ticket. In the mid-tier UI, the field continues to be shown as optional.

For standard 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 Remedy ITSM (via BMC Developer Studio). For example, if you make the Product Categorization Tier 1 field required in Remedy ITSM, then it behaves as a required field in Smart IT. If you make a field mandatory in 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, they are displayed vertically. 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. For the Create Incident View and the Create Change View, if you configure a field in the Developers Studio, Smart IT does not reflect the configured field. You need to configure the same field in the Screen Configuration of Smart IT. For example, if you configure a field in the Developers Studio as Required, then again you need to mark this field as Required in the Screen Configuration of Smart IT. If the field is already appearing in the Selected Field column, then you need to configure it again. Otherwise, you can remove the field from the Selected Fields column and add it back from the Available Fields to the Selected Fields column.

Note

You cannot make custom fields optional in Smart IT, if they are required in Remedy ITSM.

Alert message if ITSM (System Required) fields are removed

With the screen configuration capability, if you remove a ITSM required field from the Selected Fields section of a screen view (Configuration > Screen Configuration), Smart IT asks you to confirm the action as displayed in the following image:

If you confirm removal of the field, the view continues to display a red mark to remind you to add the field back to the view:

Notes

  • System generated fields, like Entry ID, are read-only fields. If system generated fields appear editable, as Smart IT Administrator, make the field read-only from the Screen Configuration.
  • In the task screens, a few read-only ITSM fields, cannot be updated.

  • The Save button remains disabled if the required fields are missing and shows a ‘<count> missing required fields’ message next to the Save button. You can click this link to check the missing field.


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