Troubleshooting issues while adding custom fields

After you add custom fields to the BMC Helix ITSM forms in Developer Studio, sometimes the metadata is not refreshed in BMC Helix ITSM: Asset Management. As a result, the custom fields are unavailable to add by selection, or the custom field menu does not load in BMC Helix ITSM: Asset Management. Use this information to understand and resolve the problem in classic Smart IT or to create a BMC Support case.

Symptoms

  • The Asset selection menu in Screen Configuration does not load.
  • The database table has corrupt or duplicate records.
  • Some fields are missing in Screen Configuration in BMC Helix ITSM: Asset Management.
  • Field data is inaccurate.

Scope

  • One or more users experience these problems.
  • In a Server Group environment, these problems could affect one or more servers.

Resolution

Perform the following steps to clear the metadata if you're unable to add a custom field:

Task

Action

Steps

Reference

1

Verify that the custom field was added correctly in Developer Studio.

To verify that the custom fields were added correctly to Asset View, see the following videos:

icon_play.pnghttps://youtu.be/thmK-hMY_QA 
How to Add Custom fields to the Asset View


icon_play.pnghttps://youtu.be/BPO61OFV20w
How to Add Custom fields to the Incident View

2

Check for common mistakes in the custom fields.

Perform the following checks:

  • The custom field must not include " _c" in its label on the Developer Studio forms.
  • The custom field must have the same database ID across all forms in Developer Studio .

3

Re-create the field metadata on the associated BMC Helix ITSM: Asset Management forms.

  1. Log in to Mid Tier.
  2. Open the SMT:Administration: Customized Application Data Source Attributes form for fields added to BMC Helix ITSM applications or the SMT:Administration: Asset Customized Data Source Attributes form (for fields added to Asset View ).
  3. Find the required field by searching for the associated Field ID, Attribute Name, or use the Data Source ID list to narrow results.
    Capture.PNG
  4. Verify that you have selected the correct record by referencing the Data Source ID on the SMT:Administration: Application Data Sources form.
    The Data Source ID must match the custom field name.
  5. Delete the record on the SMT:Administration: Customized Application Data Source Attributes form related to your custom field.
  6. Restart the BMC Helix ITSM: Asset Management service.

  7. Log in to BMC Helix ITSM: Asset Management

     and navigate to Screen Configuration.

  8. Refresh the metadata.
  9. Verify that you can see the custom field.



4

If the Asset Selection menu is not displayed, clean up the form data and the database table .


  • Delete all records from the SMT:Administration: Asset Customized Data Source Attributes form.
  • Delete all data from the SmartIT_Business.CUSTOMIZATION_CELL_EXTENSION table by using the following command:
    DELETE FROM SmartIT_Business.CUSTOMIZATION_CELL_EXTENSION
  • Delete all data from the SmartIT_Business.CUSTOMIZATION_AREA_CELL table where AREA_PK is
     set to 27 or 28 by using the following query:
    DELETE FROM SmartIT_Business.CUSTOMIZATION_AREA_CELL WHERE AREA_PK=27 OR AREA_PK=28
  •  Restart the BMC Helix ITSM: Asset Management Tomcat service.


5

Create a BMC Support Case.

Collect and send all available BMC Helix ITSM: Asset Management logs with detailed information while you create a case with BMC Support.

Provide the following information as part of your case:

  •  Any error messages received or observed.
  •  Attach the zip file containing all logs to your case.

You can attach a zip file of up to 2 GB.

For more information, see SFT - Steps to send logs, files, screenshots to BMC Support for a Remedy Product related case.


After you determine a specific symptom or error message, use the following table to identify the solution:

Symptom

Action

Reference

  • A field value in Incident View disappears when you refresh the incident or edit the ticket in BMC Helix ITSM: Asset Management.
  • After you save a ticket, if you refresh or edit a ticket, the value in the custom field disappears from BMC Helix ITSM: Asset Management, but is still visible in BMC Helix ITSM.

Verify the form data.


Knowledge Article 000138669

You are unable to access Type Specific Area in the Asset View of Screen Configuration. Depending on the browser version, when you try to access this area, the Type-Specific Area blade of the Asset View is not displayed or it takes a long time to appear.

Clear the metadata.

Knowledge Article 000144546

Added custom fields to Asset View are not visible.

If a field is a part of the AST:Attributes form and if it exists in the AST:BaseElement form as well as in any other asset class (like AST:Printer), it becomes available for customization only for the Generic Area in Smart IT and not for the Type-Specific Area.

If you have created a required field in the AST:Attributes form, you need to either ensure that it is present in all the asset classes or ensure that there is a mechanism set up for the default value.

Not applicable

Error while displaying the primary contact for an asset.

After creating an asset and associating it to a user with any role relationship in Smart IT, if the login ID of this person is removed by using the Change to Non Support or Remove Login ID option in the CTM:People form in Mid Tier, the primary contact field shows the following error after the asset is refreshed in Smart IT:

You do not have permission to view the owner.

In Mid Tier, open the CTM:People form, and search for the person whose login ID was removed. Delete the asset relationship from the people profile and add it again.

Not applicable

In the backend form, if you remove one of the selection values, you might notice that the changes are not reflected in classic Smart IT.

In BMC.Core:BMC_Application Class, create a custom attribute that has selection values, and run the Asset Sync UI so that the custom attribute is reflected in the AST forms. In  BMC Helix ITSM: Asset Management, refresh the metadata for Asset View, and add the custom field. You can still see the removed value even after you refresh the metadata.

In BMC Helix ITSM: Asset Management, to reflect the changes made in the backend form, you must remove the specific custom field, add it again, and then refresh the metadata. 

Sometimes, you might need to refresh the Smart IT cache as described in the topic Clearing the server cache

Not applicable

 

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