ITSM - Adding A Custom Field to Incident Management Console

Knowledge Article

Article Number

000246786

Old Article Number

000049234

Article Type

Solutions to a Product Problem

Title

ITSM - Adding A Custom Field to Incident Management Console

Summary

Adding field to Incident Management Console

Product

Remedy Service Desk Application

Component

Applies to

8.x, 9.x, 18.xx, 19.xx

Problem

1.- Create a custom field on "HPD:Help Desk" form.

2.- Add the custom field to the "HPD:CFG_IncidentWatchList" join form

3.- Add the custom field as a colum on "z2TH Incidents" table field on "HPD:Incident Management Console" display form

4.- Do a Mid Tier Flush Cache.

If you find a problem in which the custom field\column only populates when the Watch List is selected as the view and if you choose any other view, the column is empty, check the solution below.

Cause

Solution

This knowledge article may contain information that does not apply to version 21.05 or later which runs in a container environment. Please refer to Article Number 000385088 for more information about troubleshooting BMC products in containers.

Legacy ID:KA384362

The field on the HPD:CFG:WatchList form MUST have the same ID as the field in HPD:Helpdesk. After making these changes, it worked fine.

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