Owner and Owner group is not working in Smart IT Incident View

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    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    Remedy with Smart IT


    COMPONENT:

    Remedy with Smart IT


    APPLIES TO:

    Smart 1.4, 1.5



    QUESTION:

    Owner and Owner group is not working in Smart IT Incident View


    ANSWER:

    Step1: Make sure in HPD:HelpDesk, below fields are in view

    1000000715 - Owner
    +++++
    1000000422 - Owner Group
    ++++
    1000000426 - Owner Support Company
    +++
    1000000342 - Owner Support Organization
    +++

    Step 2: Add above 4 Fields in HPD:IncidentInterface_Create and make sure the Database ID is same as above. Make sure you define the permission as Public-> View + General Access -> Change

    Step 3: Add above 4 Fields in HPD:IncidentInterface -> Right Click and Add Fields from HPD:Help Desk, Make sure the Database ID is same.  Make sure you define the permission as Public-> View + General Access -> Change

    Step 4: make sure the above 4 fields exists in HPD:HelpDesk_SLM_Join_Outer


    Step 5: 
    Filter ->  HPD:HII:CreateIncident_100`! 
    Add Mapping for

    Owner = $Owner$
    Owner Group = $Owner Group$
    Owner Support Company = $Owner Support Company$
    Owner Support Organization=$Owner Support Organization$


    Step 6: Import the workflow from https://communities.bmc.com/docs/DOC-38239


    Step 7: Within SmartIT, go to Configuration > Add Fields in below order


    Owner Support Compnay
    Owner Support Organization 
    Owner Group
    Owner

    Step 8: Import the attached workflow - supp-fix
     


    Article Number:

    000124516


    Article Type:

    FAQ/Procedural



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