This documentation supports the 21.05 version of BMC Helix ITSM. To view an earlier version, select the version from the Product version menu.

Process of extending the Overview console

You can add columns to, or extend the Overview console. Also, you can add information from additional request forms. When extending the Overview console to include additional requests, you might need to perform additional customizations to complete the process.

Important

If you are upgrading from a customized ARDBC Overview console implementation of the Overview console, the existing overlaid z2TH_ConsolidateTable1 table will still be configured to use the SHR:ARDBC_OverviewConsole form. The steps contained in this section can be used to prepare the database union structure in the back end, and after that is complete, the table can be reconfigured to use the SHR:Union_OverviewConsole form to complete the implementation.

For adding columns or custom records to the Overview console, see:

Configuration forms used when extending the Overview console

The Overview console configuration forms are available only to users with Administrator permissions and must be opened by using the direct URL through Mid Tier.

Form name

Purpose

SHR:Union_DataSource_UsedBy

Define the implementation area.

SHR:Union_DataSource_Forms

Define the source data forms.

SHR:Union_DataSource_Fields

Define the union fields that appear in the AR View Form.

SHR:Union_DataSource_FieldMappings

Define how the source fields map to the union fields.

SHR:Union_ConfigurationConsole

View the configuration and build or rebuild the database union structure.

SHR:Union_OverviewConsole

View form that points to the union view within the database.

 
If you are including a selection field that will contain different enumerated values across the various source forms or request types, you must create a consolidated list of the values. For more information, see Adding-requests-to-existing-Overview-console-columns. 

For example, the following table shows how to map the Status Values (Field ID 7) from different request forms to the ConsolidatedStatus field, which is displayed on the Overview console:

Source form

Enumerated values with their ID

HPD:Help Desk

New (0)
Assigned (1)
In Progress (2)
Pending (3)
Resolved (4)
Closed (5)
Cancelled (6)

PBM:Problem Investigation

Draft (0)
Under Review (1)
Request For Authorization (2)
Assigned (3)
Under Investigation (4)
Pending (5)
Completed (6)
Rejected (7)
Closed (8)
Cancelled (9)

CHG:Infrastructure Change

Draft (0)
Request For Authorization (1)
Request For Change (2)
Planning In Progress (3)
Scheduled For Review (4)
Scheduled For Approval (5)
Scheduled (6)
Implementation In Progress (7)
Pending (8)
Rejected (9)
Completed (10)
Closed (11)
Cancelled (12)

XYZ:CustomForm

New (0)
Custom Status A (1)
Custom Status B (2)
Custom Status C (3)
Closed (4)

The following list shows the consolidated status values that match the enumerated values shown in the preceding table:

  • Draft (1000)
  • Under Review (3000)
  • New (6000)
  • Request For Authorization (7000)
  • Assigned (8000)
  • Request For Change (9000)
  • Planning In Progress (10000)
  • Scheduled For Review (11000)
  • Scheduled For Approval (12000)
  • Scheduled (14000)
  • Implementation In Progress (15000)
  • Under Investigation (17000)
  • In Progress (18000)
  • Pending (19000)
  • Resolved (25000)
  • Completed (27000)
  • Rejected (28000)
  • Closed (32000)
  • Cancelled (33000)
  • Custom Status A (90001)
  • Custom Status B (90003)
  • Custom Status C (90005)


Important

If a value already exists in the ConsolidatedStatus field, you do not need to add it again. If you are adding the custom values to the field, use odd-numbered IDs to reduce the chance of interfering with subsequent upgrades, which use even-numbered IDs.