This documentation supports the 20.02 version of Remedy with Smart IT.

To view an earlier 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.

Related topics

Tailoring Smart IT screens and widgets

Configuring actions in Smart IT

Configuring provider actions in Smart IT

FAQ on Smart IT Screen Configuration Open link

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.

Limitation

If you configure a screen with the Hide Label attribute, the modified configuration is not reflected in the Edit 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

When creating customizations, we recommend that you run BMC Developer Studio in the Best Practice Customization mode, 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" && $customerVIPFlag ==true
Show hidden fields$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:

  • 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:

Important

  • 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.

To add or remove menu items

The global menu is at the top of every page of application in Universal Client, and is accessible on mobile apps using a slide-out panel. You can either add items or remove menu items from this menu. The added items appear in More menu to the right of all default items. 

  1. To add a menu item, click Add Menu Item.
  2. In New Menu Item, specify the following details:

    Option

    Description

    Alphabetical order/custom orderBy default, menu items are displayed in alphabetical order in the More list. You can change the order by using the Custom Order option.
    Supported platformsYou can add menu items on both the desktop and mobile platforms. Select the platform for which the new menu item is to be added. 
    URL/URI

    Enter a URL/URl. 

    Open behaviorYou can configure Smart IT to open the menu item in a new browser window or the same browser window. The New Browser Window option is selected by default.
    Default label

    You must provide a default label for the menu item. The label that you specify is displayed on the More list for the action you configured.

    Localization label

    When you configure menu items, you can localize the label in the languages supported by Smart IT. If the locale language configured in the service desk agent's OS or browser does not match with the localized label, the menu item is displayed in the default language.

    For example, you configure a menu item and specify the label text with English as the default label and French as the localized label. If the locale language configured in the service desk agent's OS or browser is French, the menu item label is displayed in French. If the locale language configured in the service desk agent's OS or browser is not French, then the menu item label is displayed in the default English language.

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