1. Login to Developer Studio to add the custom field to the request form (in this example the field is added to the HPD:Help Desk form)
2. Create a form and view overlay for the HPD:Help Desk form
3. Create a custom Selection field "TypeCustom" on the HPD:Help Desk form

4. Now login to Mid-Tier using a Remedy Administrator account
5. Open the SHR:Union_DataSource_Fields form and create a record similar to the one in the screenshot  below (set  'Union Field Data Type' = 6)

6. Open the SHR:Union_DataSource_FieldMappings form and create a record similar to the one below, this is to create a mapping for the union field created in step 1, to the target field on the HPD:Help Desk form:

NOTE: It is important that the Union Field Name for the above two forms should not contain spaces (_).

7. Open the SHR:Union_ConfigurationConsole, select 'Smart IT Ticket Console' as 'Implementation Area'. Once the tables have loaded, the "TypeCustom" field should now be visible in the "Union Fields/Columns" table and the "Source Field to Union Field Mappings" Table:

8. [OPTIONAL] - The next step in the process would be to trigger a rebuild of the Database Union Structure to add the custom column to the database views. The attachment of this article includes SQL with which you can perform an additional check to validate the Union field configuration before triggering a rebuild. This can help avoid certain errors during a rebuild that could otherwise result in corrupted views and the Ticket Console becoming unavailable. A Readme is included with the attachments, explaining what the SQL aims to check, and how to use it.
    
9. Click the button "Build/Rebuild Database Union Structure" to rebuild the required database views.

10. Go to Developer Studio and create an overlay for the SMT:UnionSmartIT_TicketConsole form and add the field "TypeCustom", by copy-pasting the field from the HPD:Help Desk form. Add it to all the available views of the SMT:UnionSmartIT_TicketConsole form, then save the form.

     

11. [OPTIONAL - Only required in case 'Bypass Enum Value Conversion' was set to 'Yes' during the rebuild at step 5] :  Go back to the SHR:Union_ConfigurationConsole form in Mid-Tier. Select 'Smart IT Ticket Console' again as 'Implementation Area' and make sure the 'Bypass Enum Value Conversion' field is not selected this time. Then click the button "Build/Rebuild Database Union Structure" to once again rebuild the database views for the Ticket Console.
12. Login to Smart IT with a Remedy Administrator account and go to Screen Configuration. Click on "Refresh metadata" for the Incident view screen as well as the "Refresh server cache" button at the right top of the screen
13. Go to Ticket Console in Smart IT 
14. Open the 'Change and Order Columns' dialog by clicking on the menu (three dots) next to 'Save as Preset' button) to display the Change and Order Columns panel:

15. The newly added column "TypeCustom" should now appear in the Available Columns section and can be added as column to the Ticket Console.

Using the steps above, the custom selection field is now available as column in the Ticket Console. To make the field available on the Incident Views in Smart IT as well, please review the section 'Adding custom fields to the Incident view ' in the product documentation.