Configuring Smart IT on-screen fields

As an administrator, you can configure the properties of the default and custom fields by using expressions for Incident, Change Requests, Work Order, and Task tickets. For example, you can specify the fields and the property for all fields that are required during ticket creation.You can define expressions, and the result is implemented on both Universal Client (UC) and mobile devices.

Note

Currently, you can configure the screens for the following ticket types only: Incident, Change Request, Work Order, and Task.

To hide fields or make them visible

On the Dashboard, select Configuration > Screen Configuration.
Navigate to the ticket view and select the section in which the field is available.
Double-click a field (default or custom field).
Options to define the field property are displayed.
Select or clear the check box for the Hide property.
Do one of the following:
- To hide or show the field dynamically, select Meet a Condition, and build an expression.
- To apply a set property always on the selected field or widget, select Always.
Click Save.

When you add fields to a view, they are displayed vertically. You can edit a custom field inline, like all fields on the default view, by clicking the edit icon. However, fields in the Assignment area can be updated only on the Update Assignment panel.

Limitation

If you configure a screen with the Hide Label attribute, the modified configuration is not reflected in the Edit screen of a ticket.

Required and optional fields

Fields can be set as either required or optional. You can set fields that are displayed by default in Smart IT, such as Product Categorization Tier 1 - 3, to required or optional in the Smart IT UI. You can also set custom fields to be required or optional in Smart IT.

If a field is required in BMC Helix ITSM through the field properties on a form, it is also required in Smart IT. For example, if you set the Product Categorization Tier 1 field to Required in BMC Helix ITSM, then it behaves as a required field in Smart IT. However, if you make a field required in BMC Helix ITSM by using a filter workflow, the field is not automatically displayed as a required field in Smart IT. You can configure the field properties in BMC Helix ITSM by using Developer Studio.

Best practice
When configuring, we recommend that you run Developer Studio in the Best Practice Customization mode, to ensure that you are using overlays.

For Create Incident View and Create Change View, if you configure a field in BMC Developer Studio, Smart IT does not reflect the configured field. You need to configure the same field in Screen Configuration in Smart IT. For example, if you configure a field in the Developers Studio as Required, then you must mark this field as Required in Screen Configuration in Smart IT. If the field listed in the Selected Field column, then you must configure it as Required. Otherwise, you can add the field from the Available Fields to the Selected Fields column.

To set fields required, optional, or read-only

You can set a field as required in Smart IT, even if the field is optional in BMC Helix ITSM. The field is then displayed as required in the Smart IT UI and must be completed for every new ticket. In the mid-tier UI, the field continues to be shown as optional.

Note

If a field is required in a BMC Helix ITSM form, you cannot make the field optional in Smart IT.
If you save the value of a property of a field to Always and another property to Meet a Condition, only the property that is set to Always is saved. For example, if from the Required property of Affected Service, you select Always and from the Read Only property, you select Meet a Condition and save, only the Required property of Affected Service is updated.

On the Dashboard, select Configuration > Screen Configuration.
Navigate to the ticket view and select the section in which the field is available.
Double-click a field (default or custom field).
Options to define the field property are displayed.
Select or clear the check boxes as needed for the Required and Read Only properties.
Do one of the following:
- To change the property for the field dynamically, click Meet a Condition, and build an expression, as in the example expressions.
- If you do not want to add expressions and apply a set property always on the selected field or widget, select Always from the menu.
Click Save.

Example expressions that dynamically change field properties

You can build expressions to dynamically change the following field properties:

Configuration	Example expressions
Hide fields	$status == "In Progress" && $customerVIPFlag ==true
Show hidden fields	$productCategoryTier1 == "Service" && $productCategoryTier2 == "Infrastructure" && $productCategoryTier3 == "Telecommunications"
Make fields required	($status == "Assigned" && $company == "Petramco") \|\| ($organization == "Finance" && $impact == "1-Extensive/Widespread)
Make fields read-only	$lastName =="Allbrook" && $customerVIPFlag ==true
Set field values	Set value contains all custom fields, email ID, phone fields and widgets like ‘priority', 'summary', 'serviceType', 'status', 'desc', 'changeClass‘. $sysdate$ - using function ($status == "In Progress") ? "ABC":"XYZ" - using if/Else condition $status + "Text" + $priority - Character appending $status == "In Progress" then will set true/false - True/False based on the given condition Notes: If you empty the field (in the context of Character field) after configuring an expression in the Set value, the expression is executed and the field value is set to TEST. A delay of 750 milliseconds has been implemented to evaluate the expression, so that you have time to set a field value before the value is automatically set to TEST. For example, customField01 -> $customField01 == $NULL$ ? “Test”: $customField01. Default and custom drop-down fields always send Enum Name instead of Enum Index. Set Value sets Enum Name instead of Enum Index for Custom Field.

For more information, see Dynamic-expressions-for-configuration.

Notes

Specify dates as follows:

For all expressions and selections, specify milliseconds since epoch.
For custom fields, specify index.
For default fields, specify label values.

Actions for fields

Actions are events triggered in Smart IT. These events can open a specified URL or URI or send a signal to the BMC Helix ITSM server to perform a specific activity. You can add a URL and Provider actions to the fields of Incident, Change, Work Order and Task tickets. For more information, see Configuring-actions-in-Smart-IT and Configuring-provider-actions-in-Smart-IT.

Alert message if ITSM (System Required) fields are removed

With the screen configuration capability, if you remove an ITSM required field from the Selected Fields section of a screen view (Configuration > Screen Configuration), Smart IT asks you to confirm the action as displayed in the following image:

If you confirm removal of the field, the view continues to display a red mark to remind you to add the field back to the view: