Sample workflow for query menu fields in Smart IT (unsupported)

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    BMC Remedy with Smart IT 1.2 introduces a new capability to add custom query menu fields in Smart IT screens. Administrators can use this capability also to add query menu fields, which are delivered by BMC as part of the BMC Remedy IT Service Management software but are not visible by default on the Smart IT screens. An example for such a a scenario is the Vendor Group field, which allows users to assign a ticket (incident, workorder, ...) to a support group from an external company.

     

    Details about how to add query menu fields to Smart IT UI can be found in online documentation for BMC Remedy with Smart IT 1.2.

     

    In case your custom or ootb query menu fields has client-side workflow for mid-tier ITSM UI (Active Links) associated to it, you may have to replace them with filter workflow, so that the workflow executes independent of the UI used to access the system. This is in many cases a best-practice anyway. This is explained in section "Examples of customizing the out-of-the-box menu fields" of the documentation page referenced above.

     

    In the attached zip file you can find some sample filter workflow that shows how this can be done for query menu fields delivered as part of the Remedy ITSM solution (e.g. vendor group, owner group). This sample filter workflow is not officially supported as part of the product, because depending on your specific situation, you may need to modify the same workflow to apply it to custom fields or to adjust it to any customization you may have made to the ootb Remedy ITSM fields.

     

    The sample filter workflow provided here cover Vendor Group and Owner Group fields on Incident screen and Vendor Group field on Change - for Remedy ITSM versions 7.6.04 SP2 and higher, 8.0, 8.1 and 9.0.   Note that Incident Owner Group field was changed in 8.1.02, so different filter workflow is provided for that version and later.