This documentation supports the 18.08 version of Remedy with Smart IT.

To view the latest version, select the version from the Product version menu.

Configuring Smart IT on-screen fields

As an administrator, you can customize the properties of the default and custom fields by using expressions for Incident, Change Requests, Work Order, and Task tickets. For example, you can specify the fields and the property for all fields that are required during ticket creation.You can define expressions, and the result is implemented on both Universal Client (UC) and mobile devices.

Note

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

To hide fields or make them visible

  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 (default or custom field). 
    Options to define the field property are displayed.
  4. Select or clear the check box for the Hide property.
  5. Do one of the following:
    • To hide or show the field dynamically, select Meet a Condition, and build an expression.

    • To apply a set property always on the selected field or widget, select Always.

  6. Click Save.

When you add fields to a view, they are displayed vertically. You can edit a custom field inline, like all fields on the default view, by clicking the edit icon. However, fields in the Assignment area can be updated only on the Update Assignment panel.

Required and optional fields

Fields can be set as either required or optional. You can set fields that are displayed by default in Smart IT, such as Product Categorization Tier 1 - 3, to required or optional in the Smart IT UI. You can also set custom fields to be required or optional in Smart IT.

If a field is required in Remedy ITSM through the field properties on a form, it is also required in Smart IT. For example, if you set the Product Categorization Tier 1 field to Required in Remedy ITSM, then it behaves as a required field in Smart IT. However, if you make a field required in Remedy ITSM by using a filter workflow, the field is not automatically displayed as a required field in Smart IT.  You can customize the field properties in Remedy ITSM by using BMC Developer Studio.  When creating customizations, BMC recommends that you run BMC Developer Studio in Best Practice Customization modes, to ensure that you are using overlays.

For Create Incident View and Create Change View, if you configure a field in BMC Developer Studio, Smart IT does not reflect the configured field. You need to configure the same field in Screen Configuration in Smart IT. For example, if you configure a field in the Developers Studio as Required, then  you must mark this field as Required in Screen Configuration in Smart IT. If the field listed in the Selected Field column, then you must configure it as Required. Otherwise, you can add the field from the Available Fields to the Selected Fields column.

To set fields required, optional, or read-only

You can set a field as required in Smart IT, even if the field is optional in Remedy ITSM. The field is then displayed 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.

Note

If a field is required in a Remedy ITSM form, you cannot make the field optional in Smart IT.

  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 (default or custom field). 
    Options to define the field property are displayed.
  4. Select or clear the check boxes as needed for the Required and Read Only properties.
  5. Do one of the following:

    • To change the property for the field dynamically, click Meet a Condition, and build an expression, as in the example expressions.

    • If you do not want to add expressions and apply a set property always on the selected field or widget, select Always from the menu.

  6. Click Save.

Example expressions that dynamically change field properties

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

CustomizationExample expressions
Hide fields$status == "In Progress" && $isCustomerVip=='True'
Show hidden fields$productCategoryTier1 == "Service" && $productCategoryTier2 == "Infrastructure" && $productCategoryTier3  == "Telecommunications"
Make fields required($status == "Assigned" && $company == "Petramco") || ($organization  == "Finance" && $impact  == "1-Extensive/Widespread)
Make fields read-only$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 the field value is set to TEST. A delay of 750 milliseconds has been implemented to evaluate the expression, so that you have time to set a field value before the value is automatically set to TEST.
    For example, customField01 -> $customField01 == $NULL$ ? “Test”: $customField01. 
  • Default and custom drop-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 Dynamic expressions for configuration.

Notes

Specify dates as follows:

  • For all expressions and selections, specify milliseconds since epoch.
  • For custom fields, specify index.
  • For default fields, specify label values.

Actions for fields

Actions are events triggered in Smart IT. These events can open a specified URL or URI or send a signal to the BMC Remedy IT Service Management server (Remedy ITSM server) to perform a specific activity. You can add a 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.

Alert message if ITSM (System Required) fields are removed

With the screen configuration capability, if you remove an 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 a Smart IT Administrator, you can make the field read-only from 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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Comments

  1. Andrius Seirys

    Hi,

    about 'Configuring the title bar of the tickets'. You say that 'By default, the Incident ID field and Priority widget are displayed in the title bar.' but it's not exactly true as there's also 'Title' field but it's not visible in the Header section of Screen Configuration for Incident View under Selected Fields or Available fields. In Remedy ITSM the field is called 'Description' or 'Summary' depending on the form. How can I make modifications for that field in SmartIT? Like make it Read Only if it meets some criteria.

    Thank you

    Feb 22, 2019 04:48
    1. Dhanya Menon

      Hi Andrius,

      Thank you for your feedback. I will check with the SME and respond to your query soon.

      Regards,

      Dhanya Menon

      Feb 24, 2019 11:39
    1. Nilay Agambagis

      Hello Andrius,

      Thanks for your comment.

      The Title field is OOTB field. Currently configuration of this field by using the Screen Configuration is not supported in Smart IT. 

      Regards,

      Nilay Agambagis

      Mar 07, 2019 04:55
      1. Andrius Seirys

        Hi Nilay,

        that does not make sense. Most of the fields there are OOTB - Incident ID, Customer Name, Description, etc. but you can hide them or make read only if you wish. What's the difference with the Title field?

        Andrius

        Mar 07, 2019 05:27