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.

Smart IT screens, panels, and fields

This topic provides reference information to support tailoring fields and screens in Smart IT.

Incident ticket screens

ScreenPanelFields and widgets
Incident ViewHeaderHeader
Customer / Contact

Customer Name, Customer Contact, Customer Site, Contact Name, Contact Information, Additional Contact

Record Details

Affected Service, Affected Asset, Record Summary, Categorization

Note: if you remove the Affected Service widget, add the Service member field, and save the view, after opening an Incident, if you type a search text on the Service field, it does not return any response.

Workaround:

  1. Create a new regular character field (for example, NewDataSetID) on HPD:Help Desk form.
  2. Use this field in the Menu qualification in place of the current display-only field.
  3. Bring the above field in the Incident View in Smart IT, and set properties hidden=true & set value =‘BMC.ASSET’.

In the ITSM, as you have changed the menu qualification to use the new character field, the value needs to be populated by using the active link/filter.

AssignmentsAssignee Name, Assignee Group, Assigned By
Additional InfoAdditionalData1, AdditionalData2, AdditionalData3
Create Incident ViewCustomer CardCustomer Name, Customer Company, Template, Contact Name, Additional Contact
Record DetailsRecord Summary, Record Description, Priority, Status
Affected Areas/ CategoriesAffected Service, Affected Asset, Category, Resolution Category
AssignmentAssignee Details, Support Group, Additional Assignee, Additional Support Group
Additional InfoAdditionalData1, AdditionalData2, AdditionalData3, AdditionalData4

Note

By default, Company is a system-required read-only field in these screens. You can make the field editable by clearing the Read-only check box when you update the field property in the Screen Configuration section.

Change request screens

ScreenPanelFields and widgets
Change ViewRequested ForRequested For, Contact, Additional Info

Record DetailsAffected Service, Change Reason, Record Summary, Change Location, Categorization

Impacted Areas

AssignmentChange Coordinator, Change Manager, Additional Section

Dates StepScheduled Dates, Actual Dates, Target Dates

Risks Steps

Additional InfoAdditionalData1, AdditionalData2, AdditionalData3
Create Change ViewBasic StepRecord Summary, Priority, Requested For, Affected Service, Change Class, Change Location, Categorization, Change Coordinator, Support Group, Change Manager, Manager Support Group, Impacted Areas

Dates StepScheduled Dates, Actual Dates, Target Dates

Risks Step

Additional InfoAdditionalData1, AdditionalData2, AdditionalData3, AdditionalData4

Work Order screens

ScreenPanelFields widgets
Work Order ViewHeaderHeader

Customer/ContactCustomer Name, Customer Contact, Customer Site, Contact Name, Contact Information, Contact Site

Record DetailsAffected Service, Additional Affected Service, Record Summary, Location, Categorization

AssignmentAssignee Details, Request Manager, Additional Assignee

Dates StepScheduled Dates, Actual Dates, Additional Section

Additional InfoAdditionalData1, AdditionalData2, AdditionalData3
Create Work Order ViewCustomer CardCustomer Name, Customer Company, Template, Contact Name, Additional Contact

Record DetailsRecord Summary, Priority, Status

Dates StepsScheduled Dates, Actual Dates, Location, Category

AssignmentAssignee Details, Support Group, Request Manager, Manager Support Group

Additional InfoAdditionalData1, AdditionalData2, AdditionalData3, AdditionalData4

Note

By default, Company is a system-required read-only field in these screens. You can make the field editable by de-selecting the Read-only check box while updating the field property in the Screen Configuration section.

Task ticket screens

ScreenPanelFields and widgets
Task ViewHeaderHeader

Record DetailsRecord Summary, Categorization

AssignmentAssignee Group, Additional Section

Dates StepScheduled Dates, Actual Dates, Additional Section

Additional InfoAdditionalData1, AdditionalData2, AdditionalData3
Create Task ViewTemplate SectionRecord Summary, Description, Priority

Record Details

Scheduled Dates, Actual Dates, Category, Additional Category, [Change] Task Phase

Note: The [Change] Task Phase section under Record Details is available irrespective of the task phase management being enabled or disabled under the change rules in Mid-Tier.
If task phase management is enabled, you should not remove the fields from the [Change] Task Phase section, otherwise, the tasks under change management will not work properly in Smart IT.


Dates StepScheduled Dates, Actual Dates, Category, Additional Category

AssignmentAssignee Details, Support Group, Additional Assignee, Additional Support Group

Additional InfoAdditionalData1, AdditionalData2, AdditionalData3, AdditionalData4
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