Adding custom fields to your views

Types of fields that can be added to classic Smart IT views

To add custom fields to views

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 Incident view:

   Operation	Form name
   Read	HPD:Help Desk
   Edit	HPD:IncidentInterface
   Create	HPD:IncidentInterface_Create
   SLM Join	INT:HPDSLM:HelpDesk_SLM_Join_Outer

2. Open the Developer Studio in Best Practice Customization mode (the default). 
3. Add new fields to the form as required. 
   Depending on the view and the forms that it contains, you may have to copy the field to other related forms.
4. Navigate to the Mid Tier Configuration Tool and use the Sync Cache option.
5. Clear the browser cache.
6. In classic Smart IT, use the Screen configuration to add the fields to applicable views.
7. You can specify the area in which the field should appear. For example, you can add a custom field to the Assignment area of the Incident View. The custom field then appears in incident ticket details, with the assignment information. If you add custom fields to the Person Profile, those fields also appear in the customer information displayed in the Smart Recorder. You can also specify whether the field is read-only. You can add any number of fields to a section, with the exception of the header section, where you can add up to 5 fields.

In classic Smart IT, the visibility of custom fields when creating and editing tickets depend on the field access given to custom fields in Mid Tier. You may set one of the following field access:

• Read/Write - Custom fields with Read/Write field access are displayed when creating or editing a ticket. You can input values when creating and editing the ticket.

• Read Only - Custom fields with Read Only field access are not displayed when creating a ticket. Though they are displayed when editing the ticket, they remain disabled. You cannot edit them.

  Out-of-the-box Mid Tier fields are displayed in view mode even if the fields are blank. Custom fields are displayed only when values are present and are hidden in view mode if the fields are blank.
  

Dynamic expressions for configuration

In BMC Helix ITSM, administrators can build dynamic expressions to configure on-screen fields and provider actions. This topic provides details and examples of the dynamic expressions. For more details, see Dynamic expressions for configuration. 

Procedures for adding fields to specific classic Smart IT views 

The following topics provide procedures with additional details:

• Adding-custom-fields-to-the-Incident-view
• Adding-custom-fields-to-the-Problem-Investigation-view
• Adding-custom-fields-to-the-Known-Error-view
• Adding-custom-fields-to-supported-language-views

Videos about configuring fields in classic Smart IT screens

View the following videos for additional information and procedures. The screens of the following videos refer to the earlier versions of BMC Helix ITSM.