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.

Configuring columns in ticket console

As a Smart IT administrator you can add additional custom fields as columns to the ticket console. You can also add an existing OOTB field as column in the ticket console. For detailed configuration steps, see Adding a custom column to the ticket console. To add a new field, first you need to define the field in the Remedy Action Request System forms. For the details of the appropriate forms, see Adding custom fields to your views using Smart IT. To add custom selection option to the OOTB selection fields, run the SmartIT Customization Utility. For more details see, Adding custom selection option to the OOTB selection fields using customization utility.  

If a field is defined in the Remedy Action Request System forms, use the following Remedy ITSM forms to add custom columns in the ticket console of Smart IT:

Form name

Purpose

SHR:Union_DataSource_Fields

This form is used to register the fields from the union view. The Union form refers to this form to populate the respective columns.

SHR:Union_DataSource_FieldMappings

This form is used for mapping ticket field with union fields.

SHR:Union_ConfigurationConsole

This form is used to manually trigger union view generation/re-generation Logic. It uses service filters to invoke the SQL generation logic internally.

SHR:UnionSmartIT_TicketConsoleThis form is used to support existing console functionalities.

Before you begin

All of these forms are available only to users with administrator permissions. Configuring columns in ticket console is not supported for mobile platforms.

Adding custom selection option to the OOTB selection fields using customization utility

In Smart IT 2.0, you can add custom selection options to the SHR:UnionSmartIT_TicketConsole form for selection fields by executing the Smart IT customization utility tool. You can only add selection values. You cannot update or delete an existing value by using this utility tool. While executing this utility tool, only selection fields that are mapped in SHR:Union_DataSource_FieldMappings configuration form are considered. It also considers only those views that are mapped in SHR:Union_DataSource_FormsViews form. If this form is absent, then the mapping is done based on the local language configured in user's computer. The name of the ticket console form name is retrieved from SHR:Union_DataSource_UsedBy config form.

  1. Open BMC Remedy Developer Studio in Best Practice Customization mode (the default).
  2. Open the specific form related to the ticket type in which you want to add a custom option to the out-of-the-box selection field.
    For example, open the HPD:Help Desk form for the Incident ticket type.
  3. Right click and select Create Overlay.
  4. Select the field to which you want to add a custom option.
    For example, select Status
  5. In the Properties dialog box, 
    1. Select Overwrite from the Overlay Type menu.
    2. Under Property section, click Selection in the Attributes options.
    3. Select the view and click OK
      The Selection dialog box appears.
    4. Click Add.
    5. Add the option as per your requirement and click OK.
  6. Save the form.
  7. Unzip the smartit-customization-utils.zip folder from the following path in your machine:
    Program Files\BMC Software\Smart_IT_MyIT\SmartITCustomizationUtil


    For Linux, the readme.md file for the SmartIT Customization Utility is available in the following directory:

          /opt/bmc/Smart_IT_MyIT/SmartITCustomizationUtil/smartit-customization-utils/src/main/resources
  8. Open folder the smartit-customization-utils folder.
  9. Execute the smartit-customization-utils.bat batch file.
  10. Provide the Remedy ITSM server name, username, password and port number where you have saved the BMC Remedy Developer Studio form.
    After successfully execution, the custom option is added in the selection field.

    Note

    You need to click the Build/Rebuild Database Union Structure in the SHR:Union_ConfigurationConsole form in Mid Tier to reflect the added custom selection option in the Ticket Console of Smart IT.

  11. Restart the Smart IT server to make the added value visible in Smart IT.  

Adding a custom column to the ticket console

If a field is defined in the Remedy Action Request System forms, use the following procedure to add custom columns in the ticket console of Smart IT. This procedure uses Incident tickets as an example. For other ticket types, select the appropriate forms and relevant filter in the Remedy Action Request System. The required forms and fields of Remedy ITSM are the same for all ticket types.

  1. Open BMC Remedy Developer Studio in Best Practice Customization mode (the default).
  2. If a field does not exist in the HPD:HelpDesk form, create a new field and assign it the appropriate permissions.
  3. From Remedy ITSM, open the SHR:Union_DataSource_Fields form.
    1. Select New request.
    2. Select SmartIT Ticket Console in the Implementation Area.
    3. Enter a unique name in Union Field Name in uppercase characters. There should not be any space.
    4. Select Enabled in the Status and Save the record.

    Note

    For fields that are not enumerated, (for example, Character, Menu, Date only, Date/Time, Time only, and so on) the Convert Enumerated Values check box should not be selected. The Ticket Console in Smart IT does not display any information if the Convert Enumerated Values check box is erroneously selected.

  4. Open the SHR:Union_DataSource_FieldMappings form and map the custom field with the column that you have created on the SHR:Union_DataSource_Fields form.

  5. Open the SHR:Union_ConfigurationConsole form.
    1. Select SmartIT Ticket Console in the Implementation Area.
    2. (Optional) For an enumerated field, select Yes next to Bypass Enum Value Conversion

      Note

      For a non-enumerated field, don't select Bypass Enum Value Conversion.

    3. Click Build/Rebuild Database Union Structure.

  6. On the BMC Remedy Developer Studio, open the SHR:UnionSmartIT_TicketConsole form. 
    1. Create an overlay of the SHR:UnionSmartIT_TicketConsole form by selecting the FormCreate View Overlay.

    2. Add a field from view option or create a new field and update the view information.

      Note

      • For enumerated fields, if you add a field from view option, it will appear as an integer field on ticket console. To make it appear as an enumerated field, either copy from the source form or create a new selection field and update the view information.
      • If the field is already present in the form, still you have to create a new field and update the view information.
    3. Modify the display name, permission and database name in the Property. Under the View Information of the Property, enter the column name that you created in the SHR:Union_DataSource_Fields form for the field Union Field Name .


  7. For enumerated field, on a ticket console form with all consolidated values from different ticket types, go back to the SHR:Union_ConfigurationConsole form.
    1. Uncheck the Bypass Enum Value Conversion.

    2. Click Build/Rebuild Database Union Structure.

  8. Log on to the Smart IT universal client as an Admin user.
    1. (For enumerated fields only) From the Configuration menu, choose Screen Configuration.
    2. (For enumerated fields only) Click Refresh Metadata in Incident View option.
      For enumerated field, you need to restart Smart IT server to reload the metadata if you add a field for tickets such as, Service Request, Release etc., for which the Screen Configuration option does not exist.
    3. In the Ticket Console, click Refresh Metadata in the Change and Order Columns panel.
    4. Click the menu that appears below the ticket counts to display the Change and Order Columns panel.
      The newly added column appears in the Available Columns section.
    5. Select the column.
      The selected column appears in the Visible Columns section. 
    6. Click Save.
    7. Click Ticket Console in the Console option and verify the field name that you have added.

Notes

  • Currently, the following fields are supported: Character, Integer, Date only, Date/Time, Time only, Decimal, Real, Menu, Drop-down list, Radio Buttons, Check box.
  • Currently, the following fields are not supported: Currency, Binary Large Object (BLOB) data type, Character Large Object (CLOB).

Applying filters

When you add a custom column in a ticket console, it becomes available as custom filter in the ticket console filters. To search for specific tickets on the ticket console, you can select multiple filters and click Apply. The system displays the result according to the filters that you specified. When selecting filters if you select Cancel, the system cancels your selection and displays the result according to the filters that were previously applied. Note that you must select minimum two filters for the system to display the result. If you have set preset, and additionally specified filters, the system displays the result as per the preset and filters. To clear all the filters, click the Clear Filters option. The system now displays the result according to the default preset.

If you move an out-of-the-box column from Available Columns to Visible Columns, the filter for this column does not appear in Filters in Ticket Console. To make the filters available in the Ticket console for an out-of-the-box column, you need to add the field as custom field by following the steps mentioned in the Adding a custom column to the ticket console section.

Note

When a menu is attached to a character field, it is treated as a character based search. For a filter to work you need to type the character, press enter and apply the filter.

Troubleshooting Information

For troubleshooting information, see, Smart IT 2.0 troubleshooting.


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Comments

  1. Parag Ghanekar

    Is it possible to add OOTB field as filters, some of the fields are available as a column but they cant be used as a filter.

    May 15, 2018 04:32
    1. Nilay Agambagis

      Hello Parag,

      Thanks for your comment.

      Currently, Smart IT does not support adding a filter for OOTB column. However, you can add the same column as custom column and use it as a custom filter.

      Regards,

      Nilay

      Jul 17, 2018 05:49
  2. Andreas Kunz

    We are missing the documentation for "SmartIT Customization Utility ". Please provide the link or add the documentation.

    Thanks

    Andi

    Jun 27, 2018 03:32
    1. Nilay Agambagis

      Hello Andreas,

      Thanks for your comment.

      Please check the links provided under 'Related topic'.

      Regards,

      Nilay

      Jul 16, 2018 05:58
  3. Daniele Conigliaro

    I understand that this feature convers the "Ticket Console" in SmartIT. What about the "Knowledge Management Console"? Field "Last Modified Date" in Knowledge Management Console shows always a recent timestamp. Correct field should be 'ArticleLastModifiedDate'. Is there a way to have this field in the KM Console?

    Jul 16, 2018 04:24
    1. Nilay Agambagis

      Hello Daniele,

      Thanks for your comment.

      As of now, the customization capability is only limited for Ticket Console. 

      Our concerned SME is analyzing your inputs on the "Last Modified Date" in Knowledge Management Console showing a recent timestamp and the Correct field should be 'ArticleLastModifiedDate'. We will get back to you on this.

      Regards,

      Nilay

      Jul 17, 2018 05:55
  4. Christian Smerz

    I followed this process and it worked for a custom field on Change Management, however following the same process for adding a field to Service Request does not work. The new field never shows in selectable columns or filters. Is there an additional step for SRM:Request?

    Oct 03, 2018 10:03
    1. Nilay Agambagis

      Hello Christian,

      Thanks for your comment.

      I am communicating with the concerned SME. I will get back to you on this.

      Regards,

      Nilay Agambagis

      Oct 08, 2018 02:44
      1. Nilay Agambagis

        Hello Christian,

        As per my communication with the support team, this is closed now.

        Regards,

        Nilay Agambagis

        Jan 15, 2019 02:38