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  

Tailoring Smart IT screens and widgets

As an administrator, you can configure the layout of the ticket profiles. For example, in the Incident view, the default Record section consists of Affected Service, Affected Asset, Record Summary, and Categorization subsections. You can move fields within these subsections or to another section of the Incident view, such as the Assignment section. You can move widgets from a section to another section. You can also remove a widget or replace some or all of the widget fields. You can also configure the title bar of the ticket profiles to add fields and widgets that best suit your business needs.

You can configure Smart IT screens and widgets using the following options:

  • Progressive Web Application screen (PWA screen)
  • Smart IT screen

Use PWA screens to configure screens and widgets as they provide a modern, mobile-friendly interface that is similar to Smart IT but are also customizable and extensible like Mid Tier. For more information, see Progressive Web Application screens in Smart IT.

To modify the layout of a ticket profile by using Screen configuration

If you have not enabled PWA screens, you can add and move fields and widgets among sections and subsections in a ticket profile. However, you cannot add a single field or widget to more than one section or subsection. For more information, see Smart IT screens, panels, and fields.

  1. On the Dashboard, select Configuration > Screen Configuration.
  2. Navigate to the ticket profile and select the section that you want to modify.
    For example, navigate to the Incident View and select Record > Affected Asset.
  3. To remove a field or a widget from the Affected Asset section, click X.
    If the field is present in all required ITSM forms, the field is listed with an Add icon ("+" sign) to the left of the field label, and you can add the field to Smart IT views. However, if the field is missing on any of the required ITSM forms, the field is displayed as inactive, and you cannot add it to the view.
  4. Click Save.
  5. Go to Incident View and select 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 in the Selected Fields area.
  7. Click Save


    Smart IT does not support printing the configured ticket profile.

About widgets

A widget is a set of member fields that are closely related to each other. You can disassociate an existing widget, and add fields of the widget separately to a ticket profile. To do this, you must first disassociate the widget from the Selected Fields area. When the widget is disassociated, the fields in the widget can be added separately to the ticket profile. If you disassociate a widget from a ticket profile, you cannot add the widget back. A widget appears disabled if it is disassociated.


If the site widget is broken, you need to reset the site manually for any customer or contact in order to reflect the site data correctly.

To modify the Priority widget

The Priority widget is available in the Incident, Change, Work Order and Task view. The widget has PriorityImpact and Urgency fields. To include specific fields on a ticket profile instead of the entire widget, follow these steps:

  1. In the Header section, click the x to disassociate the Priority widget.
    In the Available Fields section, the PriorityImpact and Urgency fields are now available for selection.


    When you build an expression for the Priority widget, ensure that you do not use operators like ">" or "<". Instead, use the expression; for example $priority == 'Low' || $priority == 'Medium'.

  2. You can select any or all these fields and add them as individual fields.

    Best practice

    Add dependent fields in a group, so that users can see the relationship between the field values.

  3. Click Save.


The member fields become available for selection if you set the fields in View in ITSM.

To modify the Google Map widget

You can configure the Google Map widget in Configuration > Screen Configuration. This widget appears enabled in the Available Fields section. You can move this widget as per your requirements. The Google Map widget is driven by Google Map API Key.

To modify the title bar of the tickets

You can configure the title bar of Incident and Change Request views. By default, the Incident ID field and Priority widget are displayed in the title bar. You can add a maximum of five fields or widgets in the title bar. You can remove the Incident ID field and the Priority widget and add to another section. Except the Priority widget, you cannot add any other widget in the title bar of the Incident View.

  1. On the Dashboard, select Configuration > Screen Configuration.
  2. Go to Incident View and click Header.
  3. From the Available Fields, add fields and widgets to the Selected Fields area. 
    For example, you can 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 the change request profile. On the title bar of the change request profile, three widgets are available by default—Risk Level, Priority, and Change Class (non editable). Note that the Change ID is non-editable in the Change View mode.

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