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  

Smart IT screens, panels, and fields

This topic provides reference information to support tailoring fields and screens in Smart IT.

Important

If you have enabled the Enable-Progressive-Views parameter in Centralized configuration, you cannot use Screen Configuration to modify the appearance and behavior of Smart IT views. You can perform these configurations to the PWA tickets by using Developer Studio only.

For more information on how to develop PWA views in Developer Studio, see Progressive web application screens Open link   (AR System documentation)

Incident ticket screens

ScreenPanelFields and widgets
Incident ViewHeaderHeader
Customer / Contact

Customer Name, Customer Contact, Customer Site, Contact Name, Contact Information, Additional Contact

Record Details

Affected Service, Affected Asset, Record Summary, Categorization

AssignmentsAssignee Name, Assignee Group, Assigned By
Additional InfoAdditionalData1, AdditionalData2, AdditionalData3
Create Incident ViewCustomer CardCustomer Name, Customer Company, Template, Contact Name, Additional Contact
Record DetailsRecord Summary, Record Description, Priority, Status
Affected Areas/ CategoriesAffected Service, Affected Asset, Category, Resolution Category
AssignmentAssignee Details, Support Group, Additional Assignee, Additional Support Group
Additional InfoAdditionalData1, AdditionalData2, AdditionalData3, AdditionalData4

Note

By default, Company is a system-required read-only field in these screens. You can make the field editable by clearing the Read-only check box when you update the field property in the Screen Configuration section. For more information, see Configuring Smart IT on-screen fields.

Change request screens

ScreenPanelFields and widgets
Change ViewRequested ForRequested For, Contact, Additional Info

Record DetailsAffected Service, Change Reason, Record Summary, Change Location, Categorization

Impacted Areas

AssignmentChange Coordinator, Change Manager, Additional Section

Dates StepScheduled Dates, Actual Dates, Target Dates

Risks Steps

Additional InfoAdditionalData1, AdditionalData2, AdditionalData3
Create Change ViewBasic StepRecord Summary, Priority, Requested For, Affected Service, Change Class, Change Location, Categorization, Change Coordinator, Support Group, Change Manager, Manager Support Group, Impacted Areas

Dates StepScheduled Dates, Actual Dates, Target Dates

Risks Step

Additional InfoAdditionalData1, AdditionalData2, AdditionalData3, AdditionalData4

Work Order screens

ScreenPanelFields widgets
Work Order ViewHeaderHeader

Customer/ContactCustomer Name, Customer Contact, Customer Site, Contact Name, Contact Information, Contact Site

Record DetailsAffected Service, Additional Affected Service, Record Summary, Location, Categorization

AssignmentAssignee Details, Request Manager, Additional Assignee

Dates StepScheduled Dates, Actual Dates, Additional Section

Additional InfoAdditionalData1, AdditionalData2, AdditionalData3
Create Work Order ViewCustomer CardCustomer Name, Customer Company, Template, Contact Name, Additional Contact

Record DetailsRecord Summary, Priority, Status

Dates StepsScheduled Dates, Actual Dates, Location, Category

AssignmentAssignee Details, Support Group, Request Manager, Manager Support Group

Additional InfoAdditionalData1, AdditionalData2, AdditionalData3, AdditionalData4

Note

By default, Company is a system-required read-only field in these screens. You can make the field editable by de-selecting the Read-only check box while updating the field property in the Screen Configuration section. For more information, see Configuring Smart IT on-screen fields.

Task ticket screens

ScreenPanelFields and widgets
Task ViewHeaderHeader

Record DetailsRecord Summary, Categorization

AssignmentAssignee Group, Additional Section

Dates StepScheduled Dates, Actual Dates, Additional Section

Additional InfoAdditionalData1, AdditionalData2, AdditionalData3
Create Task ViewTemplate SectionRecord Summary, Description, Priority

Record Details

Scheduled Dates, Actual Dates, Category, Additional Category, [Change] Task Phase

Note: The [Change] Task Phase section under Record Details is available irrespective of the task phase management being enabled or disabled under the change rules in Mid-Tier.
If task phase management is enabled, you should not remove the fields from the [Change] Task Phase section, otherwise, the tasks under change management will not work properly in Smart IT.


Dates StepScheduled Dates, Actual Dates, Category, Additional Category

AssignmentAssignee Details, Support Group, Additional Assignee, Additional Support Group

Additional InfoAdditionalData1, AdditionalData2, AdditionalData3, AdditionalData4

Limitation

If you set Hebrew as your browser's language, the View screenshots in the Screen Configuration page, appear as mirrored English instead of being translated in Hebrew. For more information, see Configuring Smart IT on-screen fields.

Was this page helpful? Yes No Submitting... Thank you

Comments