This documentation supports the 22.1 version of BMC Helix ITSM: Smart IT. To view an earlier version, select the version from the Product version menu.The documentation for BMC Helix ITSM 23.3.00 has changed. To understand the changed documentation structure see, Where did the Smart IT documentation go?

Adding custom fields to the Incident view

To speed up the process of creating an incident record, the Incident View in Smart IT provides a subset of the fields that are available on the incident form in Service Desk. However, you can add custom fields to the incident form.

This section describes the process to add a custom field to the incident form in Smart IT. 

Important

Run Developer Studio in Best Practice Customization mode (the default mode) and create overlays for your configurations. See Creating overlays to customize objects.

Related topics

Smart-IT-screens-panels-and-fields

Adding-dynamic-menu-fields-to-Smart-IT-views

Progressive-Web-Application-screens

Developing a Progressive Web Application

To add a custom field to the Incident 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 HPD:Help Desk form for incidents and add custom fields to SV_Create, SV_Edit, or SV_View views. 
  3. Sync the mid tier cache and validate that you can view the newly added custom field.
  4. Log on to Smart IT.
  5. Open an incident record to verify that the field was added to the ticket view. 
Adding a custom field to the Incident view in classic Smart IT

If you have not enabled the Enable-Progressive-Views parameter in Centralized configuration, you can use Screen Configuration to add custom fields in 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 Developer Studio in Best Practice Customization mode (the default).
  3. Create a new field in HPD:Help Desk 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 the INT:HPDSLM:HelpDesk_SLM_Join_Outer (if you have BMC Service Level Management installed), HPD:IncidentInterface. 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 HPD:Help Desk.
    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.

      Important

      Make sure that the database name and field ID are the same as on the HPD:Help Desk form.

  5. Modify the filter HPD:HII:CreateIncident_100`!.
    1. Open the HPD:HII:CreateIncident_100`! filter from the Developer Studio. Make sure that Developer Studio is opened in Best Practice Customization mode.
    2. In Push field action, scroll to the end of the field list, select the next empty slot and then find and map the new field.
    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 the Smart IT universal client as an Admin user.
  10. From the Configuration menu, choose Screen Configuration.
  11. Click Refresh Metadata in Incident View options.
  12. Click Record Summary in Incident 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 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 incident to verify that the field was added to the incident ticket 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_edit.gif icon. However, fields in the Assignment area are displayed on Assignment panel for edit.

Where to go from here

Transferring-Smart-IT-configurations-and-definitions-between-servers

Adding custom fields to supported language views 

 

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