This documentation supports the 23.3 version of BMC Helix ITSM.To view an earlier version, select the version from the Product version menu.

Process of adding custom fields to Smart IT views

You might have custom fields defined for BMC Helix ITSM that you want to display in the Smart IT user interface. You might also want to display out-of-the-box BMC Helix ITSM fields that are not shown by default in Smart IT. You can also define a custom field in BMC Helix ITSM and then make the fields available for selection in Smart IT.

  • Developer studio: You can add custom fields to the views in Progressive Web Application screens by using developer studio.
  • Screen Configuration: If you have not enabled the Enable-Progressive-Views parameter in Centralized configuration, you can use Screen Configuration to add custom fields views in classic Smart IT. 


Related topics

Tailoring-classic-Smart-IT-screens-and-widgets

Configuring-classic-Smart-IT-on-screen-fields

Progressive-Web-Application-PWA-screens

Types of fields that can be added to classic Smart IT views

Fields that can be added

Fields that cannot be added

  • Character
  • Large Character
  • Date/Time
  • Selection fields, such as drop-down, check box, and radio button fields
  • Integer
  • Real
  • Decimal
  • Static menus
  • Dynamic menus
  • Currency fields
  • Table fields
  • Trim fields
  • Display only fields
  • Attachment fields
  • Diary fields

Best practice
We recommend that you do not add fields with auto-generated values, such as Incident ID, to Smart IT views. Though Incident ID is a required field that must be populated to save the ticket, the user cannot enter a proper value for this field because it is auto-generated by the system.

To add custom fields to views

Create custom fields or select the out-of-the-box fields that are not visible by default in BMC Helix ITSM. To add custom fields to a progressive web application screen, you perform the following high-level tasks:

  1. Open the Developer Studio in Best Practice Customization mode (the default). 

  2. Depending on the ticket type, open the relevant backend form and add custom fields to SV_Create, SV_Edit, or SV_View views. For example, add custom fields to the HPD:Help Desk form for incidents.

    Operation

    Form name

    Read

    SV_View of HPD:Help Desk

    Edit

    SV_Edit of HPD:Help Desk

    Create

    SV_Create of HPD:Help Desk

  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 the corresponding record to verify that the field is added to the ticket view. 


Adding a custom field to a 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 the Developer Studio in Best Practice Customization mode (the default). 
  3. Add new fields to the form as required. 
    Depending on the view and the forms that it contains, you might have to copy the field to other related forms.
  4. Navigate to the Mid Tier Configuration Tool and use the Sync Cache option.
  5. Clear the browser cache.
  6. In Smart IT, use the Screen configuration to add the fields to applicable views.
  7. You can specify the area in which the field should appear. For example, you can add a custom field to the Assignment area of the Incident View. The custom field then appears in incident ticket details, with the assignment information. If you add custom fields to the Person Profile, those fields also appear in the customer information displayed in the Smart Recorder. You can also specify whether the field is read-only. You can add any number of fields to a section, with the exception of the header section, where you can add up to five fields.

In Smart IT, the visibility of custom fields when creating and editing tickets depends on the field access given to custom fields in BBMC Helix ITSM. You may set one of the following field access:

  • Read/Write - Custom fields with Read/Write field access are displayed when creating or editing a ticket. You can specify the values when creating and editing the ticket.

  • Read Only - Custom fields with Read Only field access are not displayed when creating a ticket. Though they are displayed when editing the ticket, they remain disabled. You cannot edit them.

    Important

    Out-of-the-box BMC Helix ITSM fields are displayed in view mode even if the fields are blank. Custom fields are displayed only when values are present and are not displayed if the fields are blank.

Dynamic expressions for configuration

In Smart IT, administrators can build dynamic expressions to configure on-screen fields and provider actions. This topic provides details and examples of the dynamic expressions. For more details, see Dynamic-expressions-for-configuration. 

Procedures for adding fields to specific classic Smart IT views 

The following topics provide procedures with additional details:

Important

The SHR:SV_TicketConfig form is used to to configure a customized view in a Progressive Web Application form or to overlay an existing Progressive Web Application form.

TicketConfig.png

The section highlighted in the above image is intended for BMC use only. These checkbox functionalities are not supported and any changes to these fields might require additional customization of workflows.

Videos about Remedy Progressive Views

Watch the following webinar (01:03:00) to learn about progressive views:

icon_play.pnghttps://youtu.be/j1Hqflp_ExM

Video contents

Agenda

Overview

Solution architecture

Enable Progressive Views

What's Changed - Smart IT and Progressive Views

Customization with Progressive Views

Progressive Views ticket types

Mid Tier and Progressive Views  rendering, customization best practices

Benefits

Troubleshooting

 References and summary

For more information about progressive web applications, watch the video series on BMC communities.

Videos about configuring fields in classic Smart IT screens

View the following videos for additional information and procedures. The screens of the following videos refer to the earlier versions of Smart IT.

Description

Video

Enabling fields for configuration

Creating a group of configuration fields


icon_play.pnghttps://youtu.be/1Uma36bXkQg

Note

When you add a field to a group, you must also add all the dependent fields in the Screen Configuration.

Identifying and implementing required workflows


 

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