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
- On the Dashboard, select Configuration > Screen Configuration.
- Navigate to the ticket view and select the section in which the field is available.
- Double-click a field (default or custom field).
Options to define the field property are displayed. - Select or clear the check box for the Hide property.
- 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.
- 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.
Limitation
If you configure a screen with the Hide Label attribute, the modified configuration is not reflected in the Edit View screen of a ticket.
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.
Best Practice
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.
- On the Dashboard, select Configuration > Screen Configuration.
- Navigate to the ticket view and select the section in which the field is available.
- Double-click a field (default or custom field).
Options to define the field property are displayed. - Select or clear the check boxes as needed for the Required and Read Only properties.
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.
- Click Save.
Example expressions that dynamically change field properties
You can build expressions to dynamically change the following field properties:
| Customization | Example expressions |
|---|---|
| Hide fields | $status == "In Progress" && $customerVIPFlag ==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:
|
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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