This documentation supports the 22.1 version of BMC Helix ITSM: Smart IT. To view an earlier version, select the version from the Product version menu.

The documentation for BMC Helix ITSM 23.3.00 has changed. To understand the changed documentation structure see, Where did the Smart IT documentation go? Open link  

Adding custom fields to your views using Smart IT

You might have custom fields defined for BMC Helix ITSM, that you would like to display in the Smart IT user interface. You might also want to display out-of-the-box BMC Helix ITSM fields that are not shown by default in Smart IT. You can also define a custom field in BMC Helix ITSM and then make the fields available for selection in Smart IT.

  • Developer studio: You can add custom fields to the views in Progressive Web Application screens using developer studio.
  • Screen Configuration: If you have not enabled the Enable-Progressive-Views parameter in Centralized configuration, you can use Screen Configuration to add custom fields views in classic Smart IT. 


This section includes the following topics:

Types of fields that can be added to Smart IT views

Fields that can be addedFields that cannot be displayed
  • Character
  • Large Character
  • Date/Time
  • Selection fields, such as drop-down, check box, and radio button fields
  • Integer
  • Real
  • Decimal
  • Static menus
  • Dynamic menus
  • Currency fields
  • Table fields
  • Trim fields
  • Display only fields
  • Attachment fields
  • Diary fields

Best practice

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.

To add custom fields to views 

Create custom fields or select the out-of-the-box fields that are not visible by default in BMC Helix ITSM. To add custom fields to a progressive web application screen, you must perform the following high-level tasks:

  1. Open the Developer Studio in Best Practice Customization mode (the default). 
  2. Depending on the ticket type, open the relevant backend form and add custom fields to SV_Create, SV_Edit, or SV_View views. For example, add custom fields to the HPD:Help Desk form for incidents.

    OperationForm name
    ReadSV_View of HPD:Help Desk
    EditSV_Edit of HPD:Help Desk
    Create

    SV_Create of HPD:Help Desk

  3. Sync the mid tier cache and validate that you can view the newly added custom field.
  4. Log on to Smart IT.
  5. Open the corresponding record to verify that the field was added to the ticket view. 

If you have not enabled the Enable-Progressive-Views parameter in Centralized configuration, you can use Screen Configuration to add custom fields in Smart IT.

  1. Find the backend forms to which you want to add custom fields.
    For example, the following AR System forms need to be modified to add custom fields to the Incident view:

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

    SLM Join

    INT:HPDSLM:HelpDesk_SLM_Join_Outer

  2. Open the Developer Studio in Best Practice Customization mode (the default). 
  3. Add new fields to the form as required. 
    Depending on the view and the forms that it contains, you may have to copy the field to other related forms.

  4. Navigate to the Mid Tier Configuration Tool and use the Sync Cache option.
  5. Clear the browser cache.
  6. In Smart IT, use the Screen configuration to add the fields to applicable views.
  7. You can specify the area in which the field should appear. 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. You can also specify whether the field is read-only. 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.

In Smart IT, the visibility of custom fields when creating and editing tickets depend on the field access given to custom fields in BBMC Helix ITSM. 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.

    Important

    Out-of-the-box BMC Helix ITSM fields are displayed in view mode even if the fields are blank. Custom fields are displayed only when values are present and are hidden in view mode if the fields are blank.

Dynamic expressions for configuration

In Smart IT, administrators can build dynamic expressions to configure on-screen fields and provider actions. This topic provides details and examples of the dynamic expressions. For more details, see Dynamic expressions for configuration

Procedures for adding fields to specific Smart IT views 

The following topics provide procedures with additional details:

Videos about Remedy Progressive Views

Watch the following webinar (01:03:00) to learn about progressive views:

https://youtu.be/j1Hqflp_ExM

Video contents

00:42Agenda
01:27 Overview
05:05 Solution architecture
13:48 Enable Progressive Views
18:00 What's Changed - Smart IT and Progressive Views
20:10 Customization with Progressive Views
22:38 Progressive Views ticket types
23:19 Mid Tier and Progressive Views  rendering, customization best practices
57:23 Benefits
59:56 Troubleshooting
1:00:57 References and summary

For more information about progressive web applications, watch the  video series on BMC communities Open link

Videos about configuring fields in classic Smart IT screens 

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 configuration

https://youtu.be/ZtUGzSVRHyo

Creating a group of configuration fields


https://youtu.be/1Uma36bXkQg

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


https://youtu.be/PX1TS_p-rWI

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