This documentation supports the 2.0 version of Remedy with Smart IT.

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

Adding custom fields to your views using Smart IT

You might have custom fields defined for BMC Remedy IT Service Management, that you would like to display in the Smart IT user interface. You might also want to display out-of-the-box BMC Remedy ITSM fields that are not shown by default in Smart IT.

In Smart IT, the visibility of custom fields when creating and editing tickets depend on the field access given to custom fields in BMC Remedy IT Service Management. You may set one of the following field access:

  • Read/Write - Custom fields with Read/Write field access are displayed when creating or editing a ticket. You can input values when creating and editing the ticket.
  • Read Only - Custom fields with Read Only field access are not displayed when creating a ticket. Though they are displayed when editing the ticket, they remain disabled. You cannot edit them.

When you add custom fields, they appear in the area that you specify in Screen Configuration. For example, you can add a custom field to the Assignment area of the Incident View. The custom field then appears in incident ticket details, with the assignment information. If you add custom fields to the Person Profile, those fields also appear in the customer information displayed in the Smart Recorder.

Note

You can add any number of fields to a section, with the exception of the header section, where you can add up to 5 fields.


This is a multi step procedure:

View the following videos for additional information and procedures. The screens of the following videos refer to the earlier versions of Smart IT.

DescriptionVideo
Enabling fields for customization
Creating a group of customization fields

Note

When you add a field to a group, all its dependent fields should also be added in the Screen Configuration.

Identifying and implementing required workflows

Adding the field to the appropriate BMC Remedy Action Request System forms

The custom field you want to add to a Smart IT view must be defined on the appropriate BMC Remedy AR System form(s) as shown in the following table. The field ID and database name for custom fields must be exactly the same on all forms. For example, if you add a custom field with field ID 700000100 and database name preferred_name to the HPD:Help Desk form, you must use the same field ID and database name when adding the field to the HPD:IncidentInterface, HPD:IncidentInterface_Create, and (if BMC Service Level Management is installed) HPD:HelpDesk_SLM_Join_Outer forms.

Forms to add custom fields

For the Incident, Work Order, Task, and Change views, you must add custom fields to the SLM Join form if you have installed BMC Remedy Service Level Management.

 Incident view

For the Incident view, you must add custom fields to the following forms:

OperationForm name
ReadHPD:Help Desk
EditHPD:IncidentInterface
CreateHPD:IncidentInterface_Create

SLM Join

HPD:HelpDesk_SLM_Join_Outer 

Note

You must also update the filter HPD:HII:CreateIncident_100`! by mapping the custom fields. See Adding a custom field to the Incident form in Smart IT.

 Work Order view

For the Work Order view, you must add custom fields to the following forms:

OperationForm name
ReadWOI:WorkOrder
EditWOI:WorkOrderInterface
CreateWOI:WorkOrderInterface_Create

SLM Join

WOI:WorkOrder_SLM_Join_Outer

 Task view

For the Task view, you must add custom fields to the following forms:

OperationForm name
ReadTMS:Task

SLM Join

TMS:Task_SLM_Join_Outer

 Person Profile view

For the Person Profile view, you must add custom fields to the following forms:

OperationForm name
ReadCTM:People
 Change view

For the Change view, you must add custom fields to the following forms:

OperationForm name
ReadCHG:Infrastructure Change
EditCHG:ChangeInterface
CreateCHG:ChangeInterface_Create

SLM Join

CHG:InfrastructureChange_SLM_Join_Outer

 Problem Investigation view

For the Problem Investigation view, you must add custom fields to the following forms:

OperationForm name
ReadPBM:Problem Investigation
EditPBM:ProblemInterface
CreatePBM:ProblemInterface_Create

Note

You must also update the filter PBM:PPI:CreateProblem_100`! by mapping the custom fields. See Adding a custom field to the Incident form in Smart IT.

 Known Error view

For the Known Error view, you must add custom fields to the following forms:

OperationForm name
ReadPBM:Known Error
EditPBM:KnownErrorInterface
Create

PBM:ProblemInterface_Create

(This form is shared with problem investigations.)

Note

You must also update the filter PBM:PPI:CreateKnownError_100`! by mapping the custom fields. See Adding a custom field to the Incident form in Smart IT.

 Asset view

 For the Asset view, you must add custom fields to the specific asset type form:

Business serviceComputer systemEquipmentHardwareNetworkOtherSoftware
AST:BusinessService

AST:ComputerSystem

AST:EquipmentAST:CDROMDriveAST:AdminDomain

AST:Account

AST:Application

 AST:Mainframe AST:CardAST:ClusterAST:ActivityAST:ApplicationInfrastructure
 AST:Printer AST:ChassisAST:CommunicationEndpointAST:BusinessProcessAST:ApplicationService
   AST:DataBaseStorageAST:ConnectivityCollectionAST:ConcreteCollectionAST:ApplicationSystem
   AST:DiskDriveAST:ConnectivitySegmentAST:DocumentAST:BIOSElement
   AST:FloppyDriveAST:IPConnectivitySubnetAST:LogicalSystemComponentAST:DataBase
   AST:HardwarePackageAST:IPEndpointAST:PhysicalLocationAST:DiskPartition
   AST:HardwareSystemComponentAST:IPXConnectivityNetworkAST:RoleAST:FileSystem
   AST:KeyboardAST:LANEndpointAST:ServiceOfferingInstanceAST:OperatingSystem
   AST:LocalFileSystemAST:LNsCollectionAST:TransactionAST:Package
   AST:MediaAST:LAN AST:Patch
   AST:MemoryAST:NTDomain AST:Product
   AST:MonitorAST:NetworkPort AST:ResourceAllocationSettingData
   AST:PointingDeviceAST:ProtocolEndpoint AST:Share
   AST:ProcessorAST:WAN AST:SoftwareServer
   AST:Rack  AST:SystemSoftware
   AST:RemoteFileSystem  AST:VirtualSystemEnabler
   AST:ResourcePool  AST:VirtualSystemSettingData
   AST:SystemResource   
   AST:TapeDrive   
   AST:UPS   

Note

On the Asset view, Type-Specific Area does not support custom fields added to AST:Attributes even if the custom field is added to asset type forms such as AST:ComputerSystem, AST:Printer, and so on. However, the custom fields added to AST:Attributes are visible in Generic Area if the custom fields are added to the AST:BaseElement form. For more information, see Adding custom fields to the Asset View.

Filters to map custom fields

To add custom fields to the supported Smart IT views, you must add the custom fields in the existing field mapping present in the following filters:

Smart IT viewFilter name
Incident viewHPD:HII:CreateIncident_100`!
Work order viewWOI:WIC:CreateWorkOrder_100`!
Problem viewPBM:PPI:CreateProblem_100`!
Known error viewPBM:PPI:CreateKnownError_100`!
Change viewCHG:ICI:CreateChange_100`!

There is no need to change any filters for Task, Asset, and People Profile view as the custom fields are added to the main forms of task, asset, and people profile.

Smart IT viewForm name
Task viewTMS:Task form
Asset viewForm of each asset
Person Profile viewCTM:People form

Adding custom fields to supported language views

In Smart IT views, you can add custom fields in supported languages. When you add custom fields to Smart IT views, ensure that you add the custom field in both the English Best Practice view and the best practice view of the localized language of the relevant ITSM forms.

For example, to create a custom field of type 'Character' in the French view for Problem Investigation, follow these steps:

  1. Open the PBM:Problem Investigation form.
  2. Right-click the form and select Create a New Field > In Current View > Character.
  3. Copy the Character field and paste it in the PBM:ProblemInteface_Create form.
  4. On the PBM:ProblemInteface form, right click and add the Character field from the Problem Investigation form.

    Note

    Ensure that the field ID and name of the custom field should be same across all three forms, in this case, the following forms:

    • PBM:Problem Investigation form
    • PBM:ProblemInteface_Create form
    • PBM:ProblemInteface form
  5. Map the field in the filter PBM:PPI:CreateProblem_100'!

You now have to add the Character field created in French view to the English Best Practice view. When doing so, ensure that the field ID and name of the custom field must be same in both the French and English Best Practice view. To add the field:

  • Copy the Character custom field created in the French view, and paste it in the following forms in the English Best Practice view.
    • PBM:ProblemInteface_Create form
    • PBM:ProblemInteface form
    • PBM:Problem Investigation form

Adding the field to the appropriate Smart IT view from the Configuration page

Adding a custom field to the Incident form in Smart IT provides an example for adding a custom field to the Incident View in Smart IT.

You can add the following types of fields:

  • Character
  • Large Character
  • Date/Time
  • Selection fields, such as drop-down, check box, and radio button fields
  • Integer
  • Real
  • Decimal
  • Static menus
  • Dynamic menus

Notes

  • Currently the following types of custom fields cannot be displayed: Currency fields, Table fields, Trim fields, Display only fields and Attachment fields.
  • BMC recommends that you not add fields with auto-generated values, such as Incident ID, to Smart IT views. For example, Incident ID is a required field that must be populated to save the ticket, but the user cannot enter a proper value for this field because it is auto-generated by the system.
  • In BMC.Core:BMC_Application Class, create a custom attribute that has selection values, and run the Asset Sync UI so that the custom attribute is reflected in the AST forms. In Smart IT, refresh the metadata for Asset View, and add the custom field. In the backend form, if you remove one of the selection values, you can notice that the changes are not reflected in Smart IT. You can still see the removed value even after you refresh the metadata. In Smart IT, to reflect the changes made in the backend form, you must remove the specific custom field, add it again, and then refresh the metadata. Sometimes you might need to restart the Smart IT server.

Updating the property of fields

As an administrator, you can customize the property of the out-of-the-box (OOTB) and custom fields to make them behave in way that you have defined by using expressions for Incident Ticket and Change Requests. You can define expressions only on UC, and the result is implemented on both UC and mobile devices. If you do not want to add any expression, you can select Always from the drop down to apply the set property always on the selected field or widget. To make a field read-only you can select the Read Only option. It remains not applicable if you don't select it. To be more specific, you can:

  • Make fields read-write or read-only
  • Make fields visible or hidden
  • Make fields mandatory or optional
  • Set field absolute values and set field values derived from other date attributes and/or system keywords

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, click the 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

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

To customize fieldsExpressions

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

$sysdate$ - 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 dates, use milliseconds since epoch for all expressions.
  • For selection, use index for custom fields and label values for out of the box fields.
  • Custom field name should not be same as any of the widget name.
  • Save the configuration after adding new fields to make the fields appear in accelerators.
  • SET Value contains all custom fields, email ID, phone fields and widgets like ‘priority', 'summary', 'serviceType', 'status', 'desc', 'changeClass‘.
  • 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. 
  • For change and incident tickets, if you modify screen configurations in Universal Client of Smart IT 2.0, it will not be reflected in Android/iOS
  • The configuration changes done for Incident and Change request tickets in Smart IT 2.0 Universal Client will not be reflected in the previous versions of Android/iOS Smart IT applications (For example Smart IT 1.6).

Information

For more information, see Configuration details of expression.

Configuring the create incident and change request profile

You can configure the create incident and change request profile and keep only those fields that are needed when creating incident and change tickets. Some fields are needed to be filled in only during ticket creation, and later their value does not change or the value is confidential and should not be displayed to all the users of Smart IT. 

You can add a single custom or OOTB field to different areas of the create incident and change request profile form. You can also change the form layout of the create form by moving fields within the same section and to another section.

Widgets are provided by BMC as part of the Smart IT form design, and may contain additional UX elements such as avatar pictures, or may concatenate multiple fields such as 3-tier categorizations so that they are presented as a single field. You can manipulate the position and configuration of predefined widgets. You can do the following:

  • Move widgets from a section to another section.
  • Remove a widget and replace some/all of its fields on the form as individual fields.
  • Configure the title bar of Incident ticket profile

To configure 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. To enable you to do so, the sections are further classified into multiple sections. For example, in the Incident View, the Record section consists of Affected ServiceAffected AssetRecord Summary and Categorization subsections. Note that you cannot add a field in multiple sections. But you can move field within these subsections or to another sections of the Incident view such as the Assignment section. 

To move a field or a widget within the same section:

  1. On the Dashboard, click the Configuration > Screen Configuration.
  2. Go to the Incident View and click 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 click 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.

To edit the information of a ticket using the single edit button

Smart IT provides a single edit button to a ticket. You can open and click the edit button that appears on the top of a ticket and modify all the editable information of a ticket.

To remove a widget and replace some/all of its fields on the form as individual fields

A widget is a set of member fields which are closely related with each other. You can break 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. For example:

The Priority widget is by default available in the Incident 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 if the fields are set 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 mode this widget as per your requirements.

Note

The Google Map widget is driven by Google Map API Key.


To configure the title bar of incident and change request profile

You can configure the header section of the incident and change request view. By default, the Incident ID field and Priority widget is added in the header section. You can add a maximum of 5 fields or widgets in the header and remove the Incident ID field and Priority widget. You can remove the Priority widget and add it to another section, but except the Priority widget you cannot add any other widget in the Header section of the Incident View.

  1. On the Dashboard, click 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 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 availableby 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 backend forms, the field is listed with an Add icon ("plus" 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 backend forms, the field is greyed out, and cannot be added to the view.

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

Note

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

For standard BMC 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 BMC Remedy ITSM (via BMC Developer Studio). For example, if you make the Product Categorization Tier 1 field required in BMC Remedy ITSM, then it behaves as a required field in Smart IT.

Note

If you make a field mandatory in BMC 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, all the fields are displayed vertically.

Note

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.

Note

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.


Removing ITSM (System Required) required fields

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 to remove the field, the screen view continues to display a red mark to remind you to add the field:

System generated fields are read-only

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.

Troubleshooting Information

For troubleshooting information, see, Smart IT 2.0 troubleshooting.



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Comments

  1. Amit Bhardwaj

    In the section - "Updating the property of fields" it says "Select the check box for Expression and build an expression.". but i cant find any check box for Expression in Smart IT 2.0

    Jul 26, 2018 04:54
    1. Nilay Agambagis

      Hello Amit,

      Thanks for your comment.

      The expression builder appears after you select Required>Meet a condition.

      I have updated the specific step that you mentioned.

      Regards,

      Nilay Agambagis

      Jul 26, 2018 05:14