Adding custom fields to the Known Error view

If you have not enabled the Enable-Progressive-Views parameter as described in Setting configuration parameters in BMC Helix ITSM, you can use Screen Configuration to add custom fields in classic Smart IT.

1. Find 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 Known Error view:

   Operation	Form name
   Read	PBM:Known Error
   Edit	PBM:KnownErrorInterface
   Create	PBM:ProblemInterface_Create (This form is shared with problem investigations.)

2. Open Developer Studio in Best Practice Customization mode (the default).
3. Create a new field in PBM:Known Error 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 PBM:KnownErrorInterface and PBM:ProblemInterface_Create. To add the field to the form, perform the following steps:
   1. Open the form from the Developer Studio. Make sure that Developer Studio is opened in the Best Practice Customization mode.
   2. Choose Form > Add Fields from PBM:Known Error.
   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 proper permission to the field.

      Note

      Make sure that the database name and field ID are the same as on the PBM:Known Error form.

5. Modify the filter PBM:PPI:CreateKnownError_100`!.
   1. Open the PBM:PPI:CreateKnownError_100`! filter from Developer Studio. Make sure that Developer Studio is opened in Best Practice Customization mode.
   2. In 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. Validate that you can view the field.
8. Clear the browser cache.
9. Log on to classic Smart IT as an Admin user.
10. From the Configuration menu, choose Screen Configuration.
11. Click Refresh Metadata in Known Error View options.
12. Click Record Summary in Known Error View options.
13. On the panel displayed, search for the field in list of available fields or enter the field name in the Search Fields text box.

14. Click the Add icon ("plus" sign) for a field in the Available Fields list to add it to the Selected Fields list. You can remove it from the Selected Fields list by clicking the X icon.

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

15. Click Save.

Open any known error to verify that the field was added to the Known Error view. All the fields are displayed vertically in the selected section.

You can edit the custom field inline like all fields on the default view, by clicking the  icon. However, fields in the Assignment area are displayed on Assignment panel for edit.