After saving a ticket and refreshing or editing a ticket, a field value will disappear from Smart IT but it will be visible in ITSM.

For this KA we will use the "vendor ticket number" field as a use case.

 

1. Create a test ticket or edit an existing one and check if the field saves a value in ITSM first.

2. Check these forms in Dev Studio (for this use case, we are using vendor ticket number)

HPD:HelpDesk                                Vendor ticket number    1000000652
HPD:IncidentInterface                     Vendor ticket number    1000000652 
HPD:IncidentInterface_Create        Vendor ticket number    1000000652      
HPD:HelpDesk_SLM_Join_Outer   Vendor ticket number    1000000652

**post 18.05 form name HPD:HelpDesk_SLM_Join_Outer is changed to "INT:HPDSLM:HelpDesk_SLM_Join_Outer" Vendor ticket number    1000000652 

You need to check that they are added and are not in view in these four forms, If they have a value missing or a non matching db ID set them properly

If the issue persists

      3.  Check in MyIT Administration: Customized Application Data Source Attributes do a search (if you are using Smart IT 18.X or higher, go to the SMT:Administration: Application Data Source Attributes form instead)

If it is not listed here.

Go to smart it> screen configuration. Remove the field, then to a "refresh meta data" and check the form

MyIT Administration: Customized Application Data Source Attributes again, it will now add Vendor groups. (if you are using Smart IT 18.X or higher, go to the SMT:Administration: Application Data Source Attributes form instead)

Go back to smart it and re add Vendor ticket number but do not do a "refresh metadata"

Use Case 2.- You are able to save the custom fields in the 'incident view' but if you go and edit them, and hit save, the values will disappear.

1. Check in dev studio if the user created a 'custom view' of HPD:Help Desk for example, if such is the case, go to the OOTB  'Best Practice View' and add the custom field here too.

This would mean that the custom field should be in:
HPD:HelpDesk       Best Practice View
HPD:HelpDesk       Custom customer View
HPD:IncidentInterface 
HPD:IncidentInterface_Create    
HPD:HelpDesk_SLM_Join_Outer 

      2.- Remove the field from 'Screen Configuration' and perform a 'refresh metadata' then re add the field again and re 'Refresh the Metadata' the field should be able to be edited and saved.

Use Case 3.- You are able to save the custom fields in the 'incident view' but if you go and edit them, and hit save, the values will disappear. and you have added the custom fields in the locale specific Best Practice View for example Spanish but you did not add this field into the default Best Practice view
 

1. Check in dev studio if you have the field added not only in the locale specific Best Practive View e.g. Spansih view but also make sure to add it on the Default Best Practice View

This would mean that the custom field should be in:
HPD:HelpDesk       Best Practice View
HPD:HelpDesk       Custom customer View
HPD:IncidentInterface 
HPD:IncidentInterface_Create    
HPD:HelpDesk_SLM_Join_Outer 

HPD:HelpDesk       Best Practice View - es
HPD:HelpDesk       Custom customer View - es
HPD:IncidentInterface - es
HPD:IncidentInterface_Create - es   
HPD:HelpDesk_SLM_Join_Outer - es

Adding 'Custom Fields' from a 'Custom View' is currently unsupported so we need to make sure the custom field lives in the 'Best Practice View' of whatever module is desired. On this use case it was Incident (hence we need to make sure the custom field also exists in the 'Best Practice View' of HPD:HelpDesk)


See also: BEST FAQ on Remedy with Smart IT Screen Configuration