Remedy with Smart IT - How to display a custom Status Reason in the Smart IT Ticket Console?

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Remedy with Smart IT - How to display a custom Status Reason in the Smart IT Ticket Console?
Smart IT : How To Display Custom Status Reason In Smart IT Ticket Console
Remedy with Smart IT
Remedy with Smart IT
Smart IT18.05 onwards
Remedy with Smart IT
Remedy with Smart IT
Smart IT18.05 onwards
How to display a custom Status Reason in the Smart IT Ticket Console and what to do if the Status Reason is not showing after implementing the change?
Step A: Using Mid-Tier, register your new Status Reason value(s) in the 'SYS:Status Reason Menu Items' form
  1. Perform an advanced search for records where 'Form Name' contains the name of the form for which you need to add the Status Reason - e.g. for Incident use 'HPD:Help Desk', for Change use 'CHG:Infrastructure Change', for Work Order use 'WOI:WorkOrder', etc.
Example advanced search in case of Incident:
 
'Form Name' = "HPD:Help Desk" AND 'Locale' = $NULL$
  1. Sort the Result List on the 'Selection code*' column and select the record with the highest Selection Code for that form
  2. Press CTRL+ALT+C to copy the data of that record to a new window
  3. Change the Selection Code to a higher, odd value (e.g. if the current highest value is 20000, use 20001).
  4. Update the 'Status Reason Menu item' field with your new required value (e.g. 'Under Development')
  5. Save the record.
 
Step B: Using Developer Studio, add the new selection value(s) to the Status Reason field in an overlay on the Read/Create forms for the involved Ticket Type(s) as listed in the Smart IT documentation.

For example, for incident, the documentation indicates that updates are required to the 'HPD:Help Desk' and 'HPD:IncidentInterface_Create' forms.

Make sure the ID for the new Status Reason value matches the 'Selection Code' defined in 'Step A' for that value - e.g. for our 'Under Development' example, set '20001':
 
EnumID.png

Depending on the application for which the Status Reason is added, the Status Reason field to update is:
  • For Problem Investigation, update the field with Field ID 1000000977
  • For Task, update the field with Field ID 10003018
  • For all other request types, update the field with Field ID 1000000150
NOTE: Use the 'Outline' view in Developer Studio to locate the field, as many of the fields are overlapped.
 
Outline.png
 

Step C: To make the new custom Status Reason value(s) available for the Smart IT Ticket Console, they will need to be present in the Master console view form - to do this:
  1. Open the SMT:UnionSmartIT_TicketConsole form in Developer Studio.
  2. Confirm that the Status Reason value that is being added is not present yet as a Selection Value in the ConsolidatedStatusReason field (Field ID: 301569501). If the value is already present, skip to 'Step D' below.
  3. Add the new Status Reason value to the ConsolidatedStatusReason field. For the Enum ID, consider leaving a gap between the highest out-of-the-box ID, and your new custom ID to avoid conflicts during future upgrades. General best practice is to use odd Enum IDs when adding custom values to out-of-the-box selection fields.
  4. Save the form
 
Step D: Rebuild the database Union views for the Smart IT Ticket Console
  1. Open the 'SHR:Union_ConfigurationConsole' form in Mid-Tier
  2. For 'Implementation Area', select 'Smart IT Ticket Console'
  3. Click 'Build/Rebuild Database Union Structure' to rebuild the views

Step E: Refresh the Smart IT Server cache to load the new Selection Values
  • For Smart IT version 20.08 and higher:
    • Login to Smart IT using an Administrator account
    • Go to 'Configuration' -> 'Screen Configuration' 
    • Click 'Refresh Server Cache'
  • For Smart IT versions lower than 20.08, restart the Smart IT Server(s), as due to defect SW00567215, Selection Values are not re-cached when using the 'Refresh Server Cache' option

Step F: Add the Status Reason column in the Smart IT Ticket console - you should now be able to see the new custom Status Reason values


In case after implementing these steps one of the following issues is observed:
  • No values are displayed on the Ticket Console for either the 'Status' or 'Status Reason' fields, the columns are blank:
-> This normally suggests that the option 'Bypass Enum Version Conversion' may have been selected on the 'SHR:Union_ConfigurationConsole' during the most recent rebuild of the Union views. Rebuild the views once more for the Smart IT Ticket Console without this option selected (i.e. 'Step D')
  • The newly added custom Status Reason value(s) do not display in the Ticket Console, other Status Reason values do display correctly.
-> This normally suggests that either 'Step D' or 'Step E' was not (successfully) performed. 
 
Remedy with Smart IT
Remedy with Smart IT
Smart IT18.05 onwards
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