Mapping Foundation fields for custom reports after upgrading to 21.3 or later
Main forms in BMC Helix Business Workflows
The Main forms in BMC Helix Business Workflows are Case, Task, and Knowledge. These forms store the following Foundation values:
- Category Tiers
- Company, Support Organization, Support Group
- Site information
- Requester, Contact, and Assignee full name
Main form: Case record definition
The following table lists the fields to map in the case record definition main form:
Case field in version 20.08 | Reporting view notes | Reporting fields that store values in version 21.3 and later | Foundation forms in version 21.3 and later |
|---|---|---|---|
Category Tier 1, 2, 3, 4 | Join to '`com.bmc.arsys.rx.foundation:Operational Category' - Display column 'Categorization Name' | Values are stored in Category fields in cases. | - |
Company (Requester's company) | Join to '`com.bmc.arsys.rx.foundation:Organization' - Display column 'OrganizationName' | Value is stored in Company field in cases. | CTM:People - Company |
Requester GUID | Join to '`com.bmc.arsys.rx.Person' - Display column 'Full Name' | Value is stored in Requester Full Name field in cases. | CTM:People - Full Name |
Value is stored in Requester Organization field in cases. | |||
Value is stored in Requester Department field in cases. | |||
Contact GUID | Join to '`com.bmc.arsys.rx.Person' - Display column 'Full Name' | Value is stored in Contact Full Name field in cases. | CTM:People - Full Name |
ASSIGNED_COMPANY_ID | Join to '`com.bmc.arsys.rx.foundation:Organization' - Display column 'OrganizationName' | Value is stored in Assigned Company field in cases. | |
Assigned Department | Join to '`com.bmc.arsys.rx.foundation:Secondary Organization' - Display column 'OrganizationName' | NA | |
Assigned Business Unit | Join to '`com.bmc.arsys.rx.foundation:Secondary Organization' - Display column 'OrganizationName' | Value is stored in Assigned Support Organization field in cases. | CTM:Support Group field mapped is Support Organization |
Assigned Group | Join to '`com.bmc.arsys.rx.foundation:Secondary Organization' - Display column 'OrganizationName' | Value is stored in Assigned Group field in cases. | CTM:Support Group mapped field is Support Group Name |
Assignee GUID | Value is stored in Assignee Full Name field in cases. | ||
SITE_ID (Case Site) (GUID is stored) | Join to '`com.bmc.arsys.rx.foundation:Site ' - Display column 'Location Name' ** Site may not be requester's site | Value is stored in Site field in cases. Other Site attributes are stored in the following Case fields:
| Requester's full site info is stored in CTM:People Site information and details are stored in CTM:Site Alias Company Lookup |
REGION_ID (GUID is stored) | Join to '`com.bmc.arsys.rx.foundation:Region' - Display column 'Location Name' ** Region may not be requester's Region | Value is stored in Region field in cases. |
Foundation record definitions: Person
Most reports use the following fields:
- Full Name
- Last Assign Time Display
- PRIMARY SITE FOR_ID
- Primary Email Address
- Login ID
- Primary Phone Number
The following table lists the fields in the Person record definition form:
Fields in COM.BMC.ARSYS.RX.FOUNDATION:PERSON in version 20.08 | Field mapping in version 21.3 and later | Notes |
|---|---|---|
DEFAULT SUPPORT GROUP_ID | Query join for "CTM:Support Group People Assoc GrpID Domain Join" by matching ('Remedy Login ID' with person Login ID AND ('Default' = \"Yes\") | |
DIRECT MANAGER OF_ID (Person's manager ID) | CTM:People → Refer ManagerName and ManagerLoginID | |
EMPLOYS_ID (Person's company) | CTM:People → "Company" field | |
Full Name | - | Full Name is being stored in Main forms |
Functional Roles | - | |
Hire Date | - | |
HOME ADDRESS FOR_ID | - | |
Last Assign Time Display | - | |
Login ID | CTM:People → Remedy Login ID | |
Mail Station | CTM:People → Mail Station | |
Person Selection | - | |
Primary Email Address | CTM:People → Internet E-mail | |
PRIMARY SITE FOR_ID | CTM:People Site's and details are stored in: CTM:Site Alias Company Lookup | |
Secondary Email Address | - | |
Secondary Email Type | - | |
Secondary Phone Number | - | |
Status | CTM:People -> Profile Status | |
Type of Person | CTM:People -> Client Type |
Foundation record definition: Secondary Organization
The Organization Name (Business Unit, Department, Support Group in version 20.08) is stored directly in the Case, Task, Knowledge Article record definitions.
Foundation record definition: Related Organization
Verify and update the references of the RELATED ORGANIZATION ID field in actual reports because this field might have been referred to as Support Group, Business Unit, Department, Vendor, Manufacturer using the Organization Selection field.