Adding custom fields to the Change view

To speed up the process of creating an incident record, the Change view in BMC Helix ITSM displays only a subset of the fields that are available on the Change form. However, you can add custom fields to the Change view as per your requirement. 

For progressive web applications, a user with admin permissions can add fields to the existing progressive view or if progressive view does not exist, you can create it. 

Related topics

List-of-fields-and-widgets-used-in-classic-Smart-IT-ticket-screens

To add a custom field to the Change view

To add a custom field to a progressive web application screen, perform the following steps:

  1. Open the Developer Studio in Best Practice Customization mode (the default). 
  2. Open the CHG:Infrastructure Change form and add custom fields to SV_Create, SV_Edit, or SV_View views. 
  3. Sync the mid tier cache and confirm that you can view the newly added custom field.
  4. Log on to BMC Helix ITSM.
  5. Open a change record to verify that the field was added to the ticket view. 

Instructions for classic interfaces

View instructions for classic Smart IT

To add a custom field to the Change view in classic Smart IT

  1. Identify 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 Change view:

    Operation

    Form name

    Read

    CHG:Infrastructure Change

    Edit

    CHG:ChangeInterface

    Create

    CHG:ChangeInterface_Create

    SLM Join

    INT:CHGSLM:InfrastructureChange_SLM_Join_Outer

    If you have installed BMC Service Level Management, you must add custom fields to the SLM Join form.

  2. Open Developer Studio in Best Practice Customization mode (the default).
  3. Create a new field in CHG:Infrastructure Change form and assign appropriate permissions, if it is not already added. Make sure that the database name and display label do not include an __c. 
    Make a note of the field id as it will be required in the following procedure.
  4. Add the field to INT:CHGSLM:InfrastructureChange_SLM_Join_Outer (if you have BMC Service Level Management installed), CHG:ChangeInterface, and CHG:ChangeInterface_Create. To add the field to the form, perform the following steps:
    1. Open the form from Developer Studio. Make sure that Developer Studio is opened in the Best Practice Customization mode.
    2. Select Form > Add Fields from CHG:Infrastructure Change.
    3. Select the field and click OK.

    4. After the field is added, verify the database name and display label and the field ID. Assign the required permission to the field.

      Note

      Make sure that the database name and field ID are the same as those on the CHG:Infrastructure Change form.

  5. Perform the following steps to modify the filter CHG:ICI:CreateChange_100`!.
    1. Open the CHG:ICI:CreateChange_100`! filter from Developer Studio. Make sure that Developer Studio is opened in Best Practice Customization mode.
    2. In the Push field action, click Automap, select the field, and click OK.
    3. Save the filter.
  6. Navigate to the Mid Tier Configuration Tool and use the Sync Cache option.
  7. Confirm that you can view the field.
  8. Clear the browser cache.
  9. Log on to the Smart IT universal client as an Admin user.
  10. From the Configuration menu, select Screen Configuration.
  11. Click Refresh Metadata in Change View options.
  12. Click Record Summary in Change View options.
  13. On the panel that is displayed, search for the field in the list of available fields or enter the field name in the Search Fields text box.

  14. Click the Add icon for a field in the Available Fields list to add it to the Selected Fields list. To remove it from the Selected Fields list, click the X icon.

    If a field is present in all the required backend forms, the field is listed with an Add icon to the left of the field label, and you can add it to Smart IT views. However, if the field is missing on any of the required backend forms, the field is unavailable, and cannot be added to the view.

  15. Click Save.

 

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