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 Work Order view

To speed up the process of creating a work order, the Work Order view in Smart IT provides a subset of the fields that are available on the Work Order form from the Mid Tier. However, you can add custom fields to the Work Order form. This section describes the process to add a custom field to the Work Order form in Smart IT. 

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 Work Order view

To add custom fields 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 WOI:WorkOrder form for work orders 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 a work order record to verify that the field was added to the ticket view. 
Adding a custom field to the Work Order view in classic Smart IT

Important

Do not add the WO Type fields using Screen configuration. These fields are not displayed correctly if they are not placed in the dynamic field section.

  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 Work order view:

    Operation

    Form name

    Read

    WOI:WorkOrder

    Edit

    WOI:WorkOrderInterface

    Create

    WOI:WorkOrderInterface_Create

    SLM Join

    INT:WOISLM:SMT_WorkOrder_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 the WOI:WorkOrder form and assign appropriate permissions, if it is not already added. 
    Make a note of the field id as it will be required in the following procedure.
  4. Add the field to the INT:WOISLM:SMT_WorkOrder_SLM_Join_Outer (if you have BMC Service Level Management installed), WOI:WorkOrderInterface and WOI:WorkOrderInterface_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 WOI:WorkOrder.
    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 WOI:WorkOrder form.

  5. Modify the filter WOI:WIC:CreateWorkOrder_100`!.
    1. Open the WOI:WIC:CreateWorkOrder_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. 

      Important

      If the Matching IDs option is checked, then you do not need to modify 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.

Where to go from here

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

Adding-custom-fields-to-supported-language-views

 

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