Troubleshooting issues while adding custom fields
After you add custom fields to forms in , sometimes the metadata is not refreshed in . As a result, the custom field are unavailable to add by selection, or the custom field menu does not load in . Use this information to understand and resolve the problem 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 .
- 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 if the custom field is added correctly in . | To verify if the custom fields are added correctly to Asset View and Incident View, see the following videos: | |
2 | Check for common mistakes in the custom fields. | Perform the following checks:
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3 | Recreate the field metadata on the associated forms. |
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4 | Clean up the form data and the database table if the Asset selection menu is not displayed. |
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5 | Create a BMC Support Case. | Collect and send all available logs with detailed information when creating a case with BMC Support. Provide the following information as part of 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 |
---|---|---|
| Verify the form data. | Knowledge Article 000138669 |
You are unable to access Type Specific Area in Screen Configuration > Asset View. Depending on the browser version, when you try to access this area, the Asset View > Type-Specific Area blade is not displayed or it takes a long time to appear. | Clear the metadata. | Knowledge Article 000144546 |