AR System/Admin Access
  • Full access to add/modify/delete AR System Objects
    • Application Permissions: Administrator
  • Limited access to add/modify subset of exsiting forms, local applications, and workflow
    • Application Permissions: Sub Administrator
  • Full access to add/modify/delete AR System Objects but no access to data and admin functions
    • Application Permissions: Struct Admin
  • Limited access to add/modify subset of existing forms, local applications, and workflow but no access to data and admin functions
    • Application Permissions: Struct SubAdmin

Note: A user must have a AR System fixed license to work with above permissions else assignment is ignored
Foundation
Contact and People
  • Full access to create, modify and delete all people entries
    • Application Permissions: Contact Support Admin
  • Full access to create, modify and delete Non-Support people only
    • Application Permissions: Contact People Admin
  • Create, modify and delete Non-Support people but no access to modify status
    • Application Permissions: Contact People User
Financial
  • Access to configure cost settings (Cost Categorization, Configuration, Template, Rules)
    • Application Permissions: Cost Manager
    • License Type: Floating or Fixed or None
  • Perform chargeback activities and record chargebacks
    • Application Permissions: Cost Manager
    • License Type: Floating or Fixed or None

    • Create, modify, and delete all cost records
      • Application Permissions: Cost User
      • License Type: Floating or Fixed or None
    • View access to all cost related records
      • Application Permissions: Cost Viewer
Requester Management (No SRM)
Access related to request management with no SRM installed
  • Modify all request administration forms except for summary definition
    • Application Permissions: Request Console Config
  • Modify service request form
    • Application Permissions: Request Console Master
  • Modify summary definitions
    • Application Permissions: Summary Definition Config
Service Level Management (SLM)
  • Access to SLM functions in Administrator Console
    • Application Permissions: SLM Config
    • License Type: Floating or Fixed
  • Ability to create, modify, delete and view agreements and service targets
    • Application Permissions: SLM Config
    • License Type: Floating or Fixed
  • Access to SLM Console and Flashboards
    • Application Permissions: SLM Manager
    • License Type: Floating or Fixed
  • Is an SLM Customer (Access to SLM Customer Dashboards)
    • Application Permissions: SLM Customer
    • License Type: Floating or Fixed
  • Access to SLM Console and View SLM Dashboards, agreements, service targets
    • Application Permissions: SLM Console and Dashboard User
    • License Type: Floating or Fixed
  • Access to SLM functions in SLM Console and Dashboards, and access to MSP (multi-tenancy) data, Contracts data, and ability to create, modify, delete and view agreements and service targets
    • Application Permissions: SLM Unrestricted Manager
    • License Type: Floating or Fixed
  • Is a Service Level Manager
    • Functional Roles: Service Level Manager
Knowledge Management
  • Full Access to knowledge management configuration forms
    • Application Permissions: Knowledge Config
    • Full access to create, modify and delete all articles in the companies they have access
      • Application Permissions: Knowledge Admin
    • Can query and submit articles but can not update articles that are in draft status and up
      • Application Permissions: Knowledge Submitter
    • Full Access to articles but limited by support group affiliations
      • Application Permissions: Knowledge User
    • Standard User with search privileges
      • Application Permissions: Knowledge Viewer
  • Need to approve knowledge articles
    • Functional Roles: Knowledge Management Approver
Incident Management
  • Access to IM config forms (Impact, Urgency, Priority, Decision Trees, Rules)
    • Application Permissions: Incident Config
    • License Type: Floating or Fixed
  • Access to modify Incident Templates
    • Functional Roles: Support Group Lead
  • Will be an Incident Manager
    • Functional Roles: Incident Manager
  • Will need to modify closed incidents
    • Functional Roles: Support Group Lead or Support Group Manager
    • Full access to create, modify and delete incidents
      • Application Permissions: Incident Master
      • License Type: Floating or Fixed
    • Full access to incidents - but limited by functional roles and support group affiliations
      • Application Permissions: Incident User
      • License Type: Floating or Fixed
  • Query and submit incidents
    • Application Permissions: Incident Submitter
    • License Type: Read
  • View incidents (and submit work info/attachments)
    • Application Permissions: Incident Viewer
Problem Management
  • Access to Problem management Config forms (Impact, Urgency, Priority, Decision Trees, Rules)
    • Application Permissions: Problem Config
    • License Type: Floating or Fixed
  • Will be a problem coordinator (previously problem manager)
    • Functional Roles: Problem Coordinator
  • Access to problem Investigations, Known Errors, Solutions
    • Full access to create, modify and delete
      • Application Permissions: Problem Master
      • License Type: Floating or Fixed
    • Full access but limited by functional roles and support group affiliations
      • Application Permissions: Problem User
      • License Type: Floating or Fixed
    • Query and submit only
      • Application Permissions: Problem Submitter
      • License Type: Read
    • View only
      • Application Permissions: Problem Viewer
Change Management
  • Access to create and modify approval mappings
    • Application Permissions: Infrastructure Change Master
    • License Type: Floating or Fixed
  • View change management dashboard
    • Application Permissions: CM Dashboard User
  • Access to change management config forms (Prioritization, Risk Selection, Rules, Processes, Templates)
    • Application Permissions: Infrastructure Change Config
    • License Type: Floating or Fixed
  • Access to modify change templates
    • Functional Roles: Support Group Admin
  • Will be change coordinator (Previously change assignee)
    • Functional Roles: Infrastructure Change Coordinator
  • Will be a change manager
    • Functional Roles: Infrastructure Change Manager
  • Need to approve change requests
    • Functional Roles: Infrastructure Change Approver
  • Access to Infrastructure Change Requests
    • Full access to create, modify and delete change request
      • Application Permissions: Infrastructure Change Master
      • License Type: Floating or Fixed
    • Full access to change request but limited by functional roles and support group affiliations
      • Application Permissions: Infrastructure Change User
      • License Type: Floating or Fixed
    • Query and submit only
      • Application Permissions: Infrastructure Change Submitter
      • License Type: Read
    • View only
      • Application Permissions: Infrastructure Change Viewer
Asset Management
  • Access to bulk Updates, manage inventory and ability to relate one CI to another
    • Application Permissions: Asset Admin
    • License Type: Floating or Fixed or None
  • Access to purchasing functions
    • Application Permissions: Purchasing User
    • License Type: Floating or Fixed
  • Access to receiving functions
    • Application Permissions: Receiving User
    • License Type: Floating or Fixed
  • Access to asset management config forms (Rules, Settings, License Mgmt config, Unavailability config)
    • Application Permissions: Asset Config
    • License Type: Floating or Fixed
  • Will be an availability manager in their support group
    • Functional Roles: Availability Manager
  • Need to configure contract module, create and modifies new contracts and contract types, configure license engine
    • Application Permissions: Contract Config
    • License Type: Floating or Fixed
  • Access to Configuration Item (CI's), Configurations, Cost, and Schedules
    • Full access to manage all CI's
      • Application Permissions: Asset Admin
      • License Type: Floating or Fixed or None
    • Full access to those CI's affiliated to their support groups (Read access to other CI)
      • Application Permissions: Asset User
      • License Type: Floating or Fixed
    • Read access only to CI's
      • Application Permissions: Asset Viewer
  • Access to Contracts
    • Full access to all contracts (Open, query, modify and submit)
      • Application Permissions: Contract Admin
      • License Type: Floating or Fixed or None
    • Can open and query contracts, can modify only public contracts and those managed by their group
      • Application Permissions: Contract User
      • License Type: Floating or Fixed or None
    • View access only for contracts and software licenses
      • Application Permissions: Contract Viewer
Task Management
  • Access to modify all task management
    • Application Permissions: Task Administrator
  • Access to modify task integration configuration forms (App config, Return code config)
    • Application Permissions: Task Application Config
  • Access to relate tasks to other records (Incident, Problem, Change)
    • Application Permissions: Task Manager
  • Access to modify task management assignment and task configuration forms
    • Application Permissions: Task Process Config
  • Full Access to tasks that have already been created or related
    • Application Permissions: Task User
Release Management
  • Need to setup and modify release module configuration forms
    • Application Permissions: Release Config
  • Need to setup and modify activity forms
    • Application Permissions: Activity Config
  • Need to approve releases
    • Functional Roles: Release Approver
  • Need to be able to view release records or re-assign releases or will be a release coordinator
    • Functional Roles: Release Coordinator
  • Access to releases
    • Full access to create, modify and delete release request
      • Application Permissions: Release Master
      • License Type: Floating or Fixed
    • Full access to release request but limited by functional roles and support group affiliations
      • Application Permissions: Release User
      • License Type: Floating or Fixed
    • Query and submit only
      • Application Permissions: Release Viewer
  • Access to Activities
    • Create, modify and delete activities
      • Application Permissions: Activity Config
    • Full access to activity but limited by functional roles and support group affiliations
      • Application Permissions: Activity User
    • Query and submit only
      • Application Permissions: Activity Viewer
Service Request Management
  • Full access to service request with SR coordinator console, approve request, view broadcast and access surveys, troubleshooting request
    • Application Permissions: Service Request User
  • Is a request manager (may approve requests for others, create reports)
    • Application Permissions: Business Manager
  • Defines SRD entitlement rules (but requires no other SRM configuration capabilities)
    • Application Permissions: Entitlement Administrator
  • Create or modify SRDs and PDTs (including SLAs and Entitlements)
    • Application Permissions: Request Catalog Manager
  • Requires access to SRM configuration forms including configuration to back-end applications
    • Application Permissions: SRM Administrator
  • Is a support group member that may approve requests
    • Functional Roles: Request Approver
  • Is a support group member that may approve SRDs
    • Functional Roles: SRD Approver
  • WORK ORDER Management
    • Configure work order rules and templates
      • Application Permissions: Work Order Config
    • works on work orders as an assignee
      • Functional Roles: Work Order Assignee
    • works on work orders as a manager
      • Functional Roles: Work Order Manager
    • Create, manages and fulfills work orders
      • Application Permissions: Work Order Master
    • Submit, modify, and search all work orders
      • Application Permissions: Work Order User
    • View and search for work orders, can submit work log entries
      • Application Permissions: Work Order Viewer
    • Submit, modify, and search work orders assigned to themselves
      • Application Permissions: Work Order Submitter
Permission Groups
Permission License Type Descriptions
Activity Config Not Applicable Application Activity Config grants access to setup and modify the Application Activity System configuration forms. This permission is used for setting up AAS configuration functions.
Activity User Not Applicable Activity User permission grants general access to the Application Activity System. With general AAS access the user will be permitted to query and modify Activity requests. This permission supersedes Activity Viewer.
Activity Viewer Not Applicable Activity Viewer grants visibility access to the Application Activity System. With visibility access the user will be able to query Activities.
Permission License Type Descriptions
Administrator Not Applicable This permission group is used to grant Administrator access to the application. It is generally reserved for developers who will need access to the Action Request System (ARS)(workflow engine) and System Administrators who will need access to application system forms. Administrator responsibilities include installing and maintaining the applications and making changes to the application.
Browser Not Applicable This is an Action Request System permission group which is not used within the Application.
Customize Not Applicable This is an Action Request System permission group which is not used within the Application.
Struct Admin Not Applicable This is an Action Request System permission group that grants access to AR server objects.
Struct Subadmin Not Applicable This is an Action Request System permission group which is not used within the Application.
Sub Administrator Not Applicable This is an Action Request System permission group which is not used within the Application.
Permission License Type Descriptions
Asset Admin Fixed/Floating/None Asset Admin permission grants administration access to the Asset Management Module. With Asset Admin access the user will be permitted to open, query, modify and submit Configuration Items, Contracts, Costs and inherently obtain similar access to all Asset children or relationship forms. This permission supersedes Asset User and Asset Viewer. Note: This permission does not grant access to purchasing or receiving functions. A person with Asset Admin permissions does not need Asset User and Asset Viewer permissions.
Asset Config Fixed/Floating/None Asset Config grants access to setup and modify Asset Management configuration forms. Note:Users with Asset Config permission do not need Contract Config permissions.
Asset Restricted User Fixed/Floating/None Asset Restricted User grants access restructions to the ITAMS groups.
Asset User Fixed/Floating/None Asset User permission grants general access to the Asset Management Module. With Asset User access the user will be permitted to open and query Configuration Item forms but will have limited modification access* (see note below) to Configuration Item data. This permission is superseded by Asset Admin and supersedes Asset Viewer. (Note: modification access to CI data is based on Support Group relationships. If a user belongs to a Support Group that is related to a CI using one of the defined roles then the user will have access to modify that CI record with the exception of the CI to CI relationships). A person with Asset User permissions does not need Asset Viewer permissions. Asset Admin permission is required to access inventory management and bulk update features.
Asset Viewer Not Applicable Asset Viewer grants visibility access to the Configuration Item data within the Asset Management Module. This permission is superseded by Asset Admin and Asset User and is automatically granted when a user is given the Master or User permissions from other application permissions.
Contract Admin Fixed/Floating Contract Admin permission grants administration access to the Contract Management Module. With Contract Admin access the user will be permitted to open, query, modify and submit Contracts and inherently obtain similar access to all Contract children or relationship forms. This permission supersedes Contract User and Contract Viewer. Note: A user with the Asset Admin permission can do everything that a user with Contract Admin permission with the exception of creating new Contract Types.
Contract Config Fixed/Floating Contract Config permission grants access to configure the Contract Management Module. Note: This permission does not grant access to the SAM console. If a user has Asset Config permission they do not need Contract Config permissions. This is because, the Asset Config permissions group can configure the same SWLM features that the Contract Config permissions can configure.
Contract User Fixed/Floating/None Contract User permission grants general access to the Contract Management Module. With Contract User access the user will be permitted to open and query Contract forms but will have limited modification access* (see note below) to Contract data. This permission is superseded by Contract Admin and supersedes Contract Viewer.
Contract Viewer Not Applicable Contract Viewer grants visibility access to the Contract within the Contract Management Module. This permission is superseded by Contract Admin and Contract User. Note: This permission does not grant access to the SAM console. The Asset Viewer permission grants the same type of access to contracts and CI information as the Contract Viewer permission. Users with Asset Viewer permissions do not also need Contract Viewer permissions.
Financial Asset Restricted Wrt Fixed/Floating/None Financial Asset Restricted Wrt grants the Read/Write access to the Purchase date and Invoice number fields in the Financial tab of the asset forms.
Financial Asset Viewer Not Applicable Financial Asset Viewer grants visibility access to the CI Financial data.
Purchasing User Fixed/Floating/None Purchasing User permission grants general access to the Purchasing Module. With general Purchasing access the user will be permitted to open, query, submit and modify Purchasing Requests and inherently obtain similar access to all Purchasing children forms.
Receiving User Not Applicable Receiving User permission grants general access to the Receiving Console.
Permission License Type Descriptions
CM Dashboard User Not Applicable Grants access to Change Management Dashboard.
Infrastructure Change Config Fixed/Floating Infrastructure Change Config grants access to setup and modify the Infrastructure Change Module configuration forms.
Infrastructure Change Master Fixed/Floating Infrastructure Change Master permission grants access to the Change Module with additional privileges to modify Infrastructure Change Requests independent of any Functional Roles, or Support Group affiliations. This permission group also grants access to create and modify Change Approval Mappings. This permission supersedes Infrastructure Change User and Infrastructure Change Viewer.
Infrastructure Change Submit Read Infrastructure Change Submit grants access to the Change Module with the ability to only query and submit Change requests. This permission is superseded by Infrastructure Change Master and Infrastructure Change User.
Infrastructure Change User Fixed/Floating Infrastructure Change User permission grants general access to the Infrastructure Change Module. With Infrastructure Change User access the user will be permitted to open, query, submit and modify Infrastructure Change Requests and inherently obtain similar access to all Infrastructure Change children or relationship forms (Note: modification access may be restricted through the additional use of Functional Roles and Support Group affiliations). This permission is superseded by Infrastructure Change Master and supersedes Infrastructure Change Viewer.
Infrastructure Change Viewer Not Applicable Infrastructure Change Viewer grants visibility access to the Change Module. With visibility access the user will be able to only query Change Requests. This permission is superseded by Infrastructure Change Master, Infrastructure Change User and Infrastructure Change Submit.
Permission License Type Descriptions
ET Promote User Not Applicable ET Promote User
ET Transport Admin Not Applicable ET Transport Admin
ET Transport Manager Not Applicable ET Transport Manager
ET Transport User Not Applicable ET Transport User
ET Transport Viewer Not Applicable ET Transport Viewer
Permission License Type Descriptions
Cost Manager Fixed/Floating/None Cost Manager grants read and write access to cost records. The cost manager also configures all cost settings. Additionally this user can perform all chargeback activities and chargeback reporting.
Permission License Type Descriptions
Approval Admin Not Applicable Approval Admin grants administrative access to the approval engine configuration forms. Users with Approval Admin permissions can access the BMC Approval Server administration console.
ASE-Administrator Not Applicable ASE-Administrator permission grants administrative access to the assignment engine configuration forms.
Command Event Master Not Applicable Grants access to CAI Event forms for handling event errors.
Config Categorization Admin Not Applicable Config Categorization Admin grants access to submit, modify and delete Product Catalog, Operational Catalog and Generic Catalog entries and their associations, as well as create vendor companies. This permission supersedes Config Categorization User.
Config Categorization User Not Applicable Config Categorization User grants access to submit, modify (where permitted) and delete (when permitted) Product Catalog, Operational Catalog and Generic Catalog entries and their associations to Companies. This permission is superseded by Config Categorization Admin.
Config Group Mapping Admin Not Applicable Config Group Mapping Admin grants access to submit, modify and delete Assignment and Group Event Mappings entries (e.g. Scripts creation/modification and deletion)
Contact Location Admin Not Applicable Contact Location Admin grants access to submit, modify (where permitted) and delete (when permitted) configuration Geography information and Sites.
Contact Organization Admin Not Applicable Contact Organization Admin grants access to submit, modify (where permitted) and delete (when permitted) People Organization structures, Support Organization structures, People Profile entries (full access) and Change Approval Mappings. This permission supersedes Contact People Admin, Contact Support Admin and Contact People User.
Contact People Admin Not Applicable Contact People Admin grants access to submit, modify and delete (when permitted) Non-Support Staff People. This permission grants full access to all Non-support staff People entries with the ability to modify the Profile Status of all People Profile entries. This permission is superseded by Contact Organization Admin and Contact Support Admin and supersedes Contact People User.
Contact People HR Admin Not Applicable This permission grants access to the 'HR Information' and 'Travel Profile' forms from 'CTM:People'.
Contact People User Not Applicable Contact People User grants access to submit, modify non-support people. This permission grants full access to all Non-support staff People entries but does not grant the ability to modify the Profile Status of People Profile entries. New People Profile entries are created in a "Proposed" state. This permission is superseded by Contact Organization Admin, Contact Support Admin and Contact People Admin.
Contact Support Admin Not Applicable Contact Support Admin grants access to submit, modify (where permitted) and delete (when permitted) Support People Profile entries, Non-Support People Profile entries and Change Approval Mappings. This permission grants full access to all People entries with the ability to modify the Profile Status of all People Profile entries. This permission is superseded by Contact Organization Admin and supersedes Contact People Admin and Contact People User.
DMT Admin Not Applicable DMT Admin permission grants access to the Data Management Tool with additional privileges to modify Data Load Jobs and their child records, even if the user with this permission is not the Job Owner. This allows a person with this permission to override any Data Load Job.
DMT User Not Applicable DMT User permission grants access to the Data Management Tool with privileges to create and modify only Data Load Jobs and their child records, when the user is the Job Owner. Job Owner is defined as the user having Submitted the records or is Assigned the records.
DSL Master Not Applicable Grants access to DSL entries and related forms (Product Catalog console).
DSL Viewer Not Applicable DSL Viewer permissions have access to the following functions from the Product Catalog console view patch files, SLIs, products and suites.
Email Rule Config Not Applicable Email Rule Config grants access to administor Email Rules that facilitates integration of emails with application such as Incident Management and SRM.
Licensing Not Applicable Licensing permission grants access to assign, modify and delete Action Request System User Licensing.
Notification Admin Not Applicable Notification Admin grants access to setup and modify the Notification configuration forms.
Security Not Applicable Security permission grants access to a User to reset a User Password for an existing User from the Password Reset form.
Archive Administrator Not Applicable Archive Administrator permission grants access to the Archive Manager console
Permission License Type Descriptions
IRM Administrator Not Applicable The Identity Request Management Administrator (IRM Administrator) can view all the requests from all the companies that he has access to in IRM Console.
IRM Configuration Manager Not Applicable The Identity Request Management Configuration Manager (IRM Configuration Manager) has the permission to manage (add, change, or delete) IRM configurations.
IRM Delegated Admin Not Applicable The Identity Request Management Delegated Administrator (IRM Delegated Admin) can request for services on be-half of the other users.
IRM Manager Not Applicable The Identity Request Management Manager (IRM Manager) can request for services for employees reporting to him.
IRM Request Submitter Not Applicable The Identity Request Management Submitter (IRM Submitter) can be used for submitting requests to the IRM Interface forms.
IRM User Not Applicable The Identity Request Management User (IRM User) can request for self service requests only.
Permission License Type Descriptions
Incident Config Fixed/Floating Incident Config grants access to setup and modify the Incident Module configuration forms.
Incident Master Fixed/Floating Incident Master permission grants access to the Incident Module with additional privileges to modify Incidents independent of any Functional Roles, or Support Group affiliations. This permission supersedes Incident User, Incident Submitter and Incident Viewer. Note: To create and modify templates, you need the Support Group Admin Functional role. With this role, the modification of templates is restricted to those for which the user is a member of the Authoring Group.
Incident Submitter Read Incident Submitter grants access to the Incident Module with the ability to only query and submit Incidents. This permission may be used in conjunction with Incident Viewer and is superseded by Incident Master and Incident User.
Incident User Fixed/Floating Incident User permission grants general access to the Incident Module. With Incident User access the user will be permitted to open, query, submit and modify Incidents and inherently obtain similar access to all Incident children or relationship forms (Note: modification access may be restricted through the additional use of Functional Roles and Support Group affiliations). This permission is superseded by Incident Master and supersedes Incident Viewer.
Incident Viewer Not Applicable Incident Viewer grants visibility access to the Incident Module. With visibility access the user will be able to only query Incidents and have the ability to submit Incident Work logs and Attachment entries. This permission is superseded by Incident Master, Incident User and Incident Submitter.
Permission License Type Descriptions
Knowledge Admin Not Applicable Knowledge Admin can access, update and cancel all articles in the companies they have access to.
Knowledge Config Not Applicable Knowledge Config can access and update Knowledge configuration
Knowledge Submitter Not Applicable Knowledge Submitter can create articles but can not update articles that are in draft status and up.
Knowledge User Not Applicable Knowledge User enables a user to author and update articles. They can update any draft articles but can update articles in "Review" status only if they belong to the support group assigned to the article.
Knowledge Viewer Not Applicable Knowledge Viewer can view articles of the companies they have access to, including articles in draft and review status.
Knowledge-Centered Support (KCS) Licensing Model Permissions introduced with Knowledge-Centered Support (KCS) in BMC Knowledge Management. These user maturity roles are mapped to four new permission groups in BMC Knowledge Management. The KCS users can perform KCS-defined functions for knowledge management using BMC Remedy with Smart IT (Smart IT) and BMC Remedy Smart Reporting.
KCS Candidate Not Applicable Grant this permission to a knowledge user who has basic knowledge about the KCS philosophy, and uses the knowledge base to work with incidents. A KCS Candidate cannot take ownership of articles created by other users.
KCS Contributor Not Applicable Grant this permission to advanced knowledge users who can create, modify, or review KCS articles, and can publish the articles to a specific audience, usually the internal users. A KCS Contributor can take ownership of articles created by other users, can be the article assignee, and can change the assignments.
KCS Publisher Not Applicable Grant this permission to advanced knowledge users who have the authority to publish articles to external users. A KCS Publisher can take ownership of articles created by other users, can be the article assignee, and can change the assignments.
KCS Coach Not Applicable Grant this permission to an advanced knowledge user who is a KCS practice expert and can be a mentor to other KCS users for their development of KCS competencies. A KCS coach can take ownership of articles created by other users, can be the article assignee, and can change the assignments.
Permission License Type Descriptions
MyIT Admin Not Applicable N/A
Permission License Type Descriptions
Problem Config Fixed/Floating Problem Config grants access to setup and modify the Problem Management Module configuration forms.
Problem Master Fixed/Floating Problem Master permission grants access to the Problem Module with additional privileges to modify Problem Investigations , Known Errors and Solutions independent of any Functional Roles, or Support Group affiliations. This permission supersedes Problem User, Problem Submitter and Problem Viewer.
Problem Submitter Read Problem Submitter grants access to the Problem Module with the ability to only query and submit Problem Investigations, Known Errors and Solutions. This permission is superseded by Problem Master and Problem User.
Problem User Fixed/Floating Problem User permission grants general access to the Problem Module. With Problem User access the user will be permitted to open, query, submit and modify Problem Investigations, Known Errors and Solutions and inherently obtain similar access to all their children or relationship forms (Note: modification access may be restricted through the additional use of Functional Roles and Support Group affiliations). This permission is superseded by Problem Master and supersedes Problem Viewer.
Problem Viewer Not Applicable Problem Viewer grants visibility access to the Problem Module. With visibility access the user will be able to only query Problem Investigations , Known Errors and Solutions. This permission is superseded by Problem Master, Problem User, and Problem Submitter.
Permission License Type Descriptions
Process Designer Administrator Not Applicable N/A
Process Designer Sub Admin Not Applicable N/A
Permission License Type Descriptions
Release Config Not Applicable Release Config grants access to setup and modify the Release Module configuration forms.
Release Master Not Applicable Release Master permission grants access to the Release Module with additional privileges to modify Release Requests independent of any Functional Roles, or Support Group affiliations. This permission group also grants access to create and modify Release Approval Mappings. This permission supersedes Release User and Release Viewer.
Release User Not Applicable Release User permission grants general access to the Release Module. With Release User access the user will be permitted to open, query, submit and modify Release requests and inherently obtain similar access to all Release children or relationship forms (Note: modification access may be restricted through the additional use of Functional Roles and Support Group affiliations). This permission is superseded by Release Master and supersedes Release Viewer.
Release Viewer Not Applicable Release Viewer grants visibility access to the Release Module. With visibility access the user will be able to only query Release Requests. This permission is superseded by Release Master and Release User.
Permission License Type Descriptions
Business Analyst Not Applicable The Business Analyst has limited Service Request Definition configuration abilities. Create Service Requests Definitions (SRD) using the Service Request Designer. View and update SRDs created by this user (the user cannot view SRDs with a status of Canceled or Expired)
Business Manager Not Applicable The role of a Business Manager responsible for managing user requests. Their activities and responsibilities include monitoring the current number of open and late requests, approving requests, running request reports, and examining request trends.
Entitlement Administrator Not Applicable Users with Entitlement Administrator permission can Configure Entitlement rules for SRDs and Entitlement groups
Request Catalog Manager Not Applicable The role of a Service Catalog Manager responsible for defining SRDs and PDTs (the fulfillment process definitions within the service catalog). Service Catalog Managers work closely with business relationship managers to build and implement the requests from the business. Note: Users with these permissions have access to the Service Requests Definition and Process Definition forms accessible from the console. They can import and export SRDs and PDTs using the Import Export console.
Service Request User Not Applicable Service Request User permission grants general access to the Service Request Module. With general Service Request access the user will be permitted to open, query, submit, and modify Service Requests. The role of a Service Request Coordinator (or service request agent) responsible for planning and tracking the service request, as well as monitoring the current number of open and late service requests. Note: The Service Request User permission is not required to submit requests.
SRM Administrator Not Applicable SRM Administrator grants access to submit, modify (where permitted), and delete (when permitted) all Service Request information. SRM Administrator grants access to configure SRM and the connection to the backend application and allows system-level troubleshooting. Note: The SRM Administrator permissions supersede the Entitlement Administrator permission. Therefore Users with these permissions do not need to be granted the Entitlement Administrator permission.
Work Order Config Not Applicable Defines the work order rules and templates, assignment mappings. Requires the Work Order Config permission.
Work Order Master Not Applicable Works on the work order as manager or assignee. Requires the Work Order Master permission. Work Order Manager functional role requires Work Order Manager functional role and Work Order Assignee requires Work Order Assignee functional role.
Work Order Submitter Not Applicable Work Order Submitter grants access to the Work Order Module with the ability to only query and submit work orders. This permission is superseded by Work Order Master and Work Order User.
Work Order User Not Applicable Work Order User permission grants general access to the Work Order Module. With Work Order User access, the user can open, query, submit and modify work orders. This permission is superseded by Work Order Master and supersedes Work Order Viewer.
Work Order Viewer Not Applicable Work Order Viewer grants visibility access to the Work Order Module. With visibility access, the user can only query work orders and submit work order work logs and attachment entries. This permission is superseded by Work Order Master, Work Order User, and Work Order Submitter.
Permission License Type Descriptions
ROI Admin Not Applicable ROI Admin will be granted to users who are responsible for capturing the configuration data. ROI Admin will access the Return on Investment Configuration forms to input parameters for Return on Investment metrics. The role of an IT Manager who needs to determine how much money their operational areas save by using the BMC ITSM applications
ROI Viewer Not Applicable This permission will be granted to users who will be using the ROI console. This permission is required for generating the Return on Investment reports
Permission License Type Descriptions
SLM Config Fixed/Floating This role has access to the SLM functions in the Administration Console,the Service Level Management Console,and in the dashboards.The SLM Config can create,modify,delete,and view agreements and service targets.
SLM Console and Dashboard User Fixed/Floating This role has access to the Service Level Management Console. The SLM Console and Dashboards User can view agreements and service targets but cannot create or modify them. This role can view the SLM Dashboards with a BMC SLM User license but cannot add comments
SLM Customer Fixed/Floating This role has rights to view data in the SLM Customer Dashboard(including selecting the contract and review period from dropdown menus).The SLM Customer does not include rights to other functionality,dashboards,or consoles.
SLM Manager Fixed/Floating This role has access to the SLM functions in the Service Level Management Console and dashboards.The SLM Manager can create,modify,delete,and view agreements and service targets.
SLM Unrestricted Manager Fixed/Floating This role has access to the SLM functions in the Service Level Management Console and SLM Dashboards. The SLM Unrestricted Manager can create, modify, delete, and view agreements and service targets. In addition, this role has complete MSP (multi-tenancy) data access and can access data for all contracts. This role does not include rights to the Application Administration Console.
Permission License Type Descriptions
Task Administrator Not Applicable Task Administrator grants access to setup and modify the Task Management System configuration and real-time forms. This is a computed group containing Task Application Config, Task Process Config and Task Manager.
Task Application Config Not Applicable Task Application Config grants access to setup and modify the Task Management System configuration forms. This permission is used for setting up and trouble shooting TMS configuration functions.
Task Manager Not Applicable Task Manager permission grants access to the Task Management System with additional privileges to modify Task independent of Assignment Group/Assignee. This permission group also grants access to create and modify Tasks. This permission supersedes Task User and Task Viewer.
Task Process Config Not Applicable Task Process Config grants access to setup and modify the Task Management System Process configuration forms. This permission is used for setting up and trouble shooting TMS Process functions (Task Templates, etc.)
Task User Not Applicable Task User permission grants general access to the Task Management System. With general TMS access the user will be permitted to query and modify tasks. This permission is superseded by TMS Manager and supersedes Task Viewer.
Permission License Type Descriptions
Cognitive Service Config Not Applicable BMC Cognitive Service Management leverages next generation artificial intelligence and machine learning capabilities. Configure the service on the system. Generate training data by using either a Data Qualifier or a CSV file. Auto-categorize the new data on the forms
Only support staff members can be given functional roles.
Functional Role Application Purpose
Availability Manager BMC Asset Management, BMC Change Management, BMC Service Desk Used for informational purposes and for BMC SLA escalation notifications.
Broadcast Submitter BMC Asset Management, BMC Change Management, BMC Service Desk Allows users to create and modify broadcast messages.
Incident Manager Incident Management, BMC Service Desk Used for informational purposes and for notifications from BMC SLM. Also grants access to the Incident Management Console.
Infrastructure Change Approver BMC Change Management Identifies support people within support groups as approvers for infrastructure changes. If a support group is defined to approve changes, this role must be granted to at least one person in the group so that person can approve changes.
Infrastructure Change Coordinator BMC Change Management Grants full access to infrastructure changes assigned to the coordinator's group.
Infrastructure Change Manager BMC Change Management Grants full access to infrastructure changes assigned to the manager's group. Also grants access to the Manager view of the Change Management Console.
Problem Coordinator Problem Management Grants control of all problem investigations, known errors, and proposed solution database entries assigned to their respective group. Also grants access to the Knowledge Management Console.
Problem Manager Problem Management Grants control of all problem investigations, known errors, and proposed solution database entries assigned to their respective group.
Release Approver BMC Change Management Identifies support people within support groups as approvers for release records. If a support group has been defined to approve releases, this role must be granted to at least one individual within the group so that the individual can approve releases.
Release Coordinator BMC Asset Management, BMC Change Management, BMC Service Desk Grants access to release records that are assigned to the Release Management Support Group. Provides access to reassign releases.
Support Group Admin BMC Asset Management, BMC Change Management, BMC Service Desk Allows users to add or remove support staff members from the support group for which they are the administrator. As a support group admin, you can also modify:the Support Group entry for which you are the admin. and Incident and Change templates. Note: A Support Group Admin cannot modify On-Call Paging Times that were created by another administrator with Support Group Admin permissions.
Support Group Lead Incident Management Allows the Support Group Lead of the Incident Owner Group to modify incidents that are closed.
Support Group Manager Incident Management Allows the Support Group Manager of the Incident Owner Group to modify incidents that are closed. Also grants access to the Incident Management Console.
Knowledge Approver Knowledge Management Identifies support people within support groups as approvers for knowledge articles. If a support group is defined to approve KA, this role must be granted to at least one person in the group so that person can approve knowledge articles.
Request Approver Service Request Management Identifies support people within support groups as approvers for requests. If a support group is defined to approve REQ, this role must be granted to at least one person in the group so that person can approve request.
SRD Approver Service Request Management Identifies support people within support groups as approvers for SRDs. If a support group is defined to approve SRD, this role must be granted to at least one person in the group so that person can Service Request Definition (SRD).
Work Order Assignee Service Request Management Grant full access to work order that assigned to assignee's group
Work Order Manager Service Request Management Grant full access to work order that assigned to the manager's group.
Service Level Manager Service Level Management Use only for informational purpose. The service level manager is responsible for monitoring service level, identifying trends, periodically reporting to service stakeholders, and assistinfg in continual service improvements. This user relies mainly on the SLM dashboards and reports to manage expectations between the service providers and the business users or customers.
License Type Description
Read Enables users to create, search for, and display requests within their assigned permissions. Administrators can configure the BMC Remedy AR System server to enable users with Read licenses to modify requests that they submit. Users with a Read license can always create, similar to Restricted Read. Additional configuration is only required to allow them to modify.
Fixed Includes all the capabilities of a Read license, and also enables users (based on the permissions of the groups to which they belong) to modify and save requests that they did not submit. BMC Remedy AR System administrators and sub-administrators must have a Fixed license. Other BMC Remedy AR System users who consistently need to modify requests must also have Fixed licenses.
A Fixed license is associated with a user name and is always "reserved" for that user. Users who have a Fixed license can access the BMC Remedy AR System server at any time.
A user cannot be assigned the same Fixed license more than three times in one week. If this limitation is exceeded, the user must wait one week from the first assignment of the Fixed license before it can be assigned again.
Floating Includes all the capabilities of a Read license, and also enables users to modify and save data for requests that they did not submit based on the groups to which they belong. Multiple users can use the same Floating licenses, one user at a time: they are available on a first-come, first-served basis. This type of license is designed for users who occasionally need to modify and save requests.
When a user who is assigned a Floating license logs in to BMC Remedy AR System, the user is given a Read license. When the user attempts to perform a search, modify, or submit operation, BMC Remedy AR System checks for an available Floating license, and the following occurs:
  • If a Floating license is available, the user is granted write access to requests. The user retains write access until the Floating license is released.
  • If no Floating licenses are available, the user is notified and continues to use the Read license until a Floating license becomes available.Generally, Floating licenses are shared by all BMC Remedy AR System users. You can, however, define license pools to reserve a set of Floating licenses for a group of users. This enables you to prioritize the availability of Floating licenses.
  • Floating license timeout is different than the mid tier session timeout.
  • A floating user license is not released when the mid tier session has timed out. In such a case, the floating license is released when it times out on the server.
Restricted Read Enables users to create, search for, and display requests within their assigned permissions. Users with Restricted Read licenses cannot modify any requests, including their own. Restricted Read licenses enable the same login account to access BMC Remedy AR System from multiple IP addresses simultaneously. You can give guest users a Restricted Read license.
Bundled The following bundled licenses options include a group of licenses that can be assigned to users, which they can use to access the BMC Remedy AR System server.
  • 2015 Pricing Model
  • 2007 Pricing Model
The bundled license option that is displayed, depends upon the license that is assigned to you in the Electronic Product Distribution (EPD) system.
Access control An AR System security feature used to limit the access that users have to forms, to specific fields or records in a form, to workflow, and to specific functions in the system.
Access point A form or guide in an application that is used as an interface to other applications or workflow, such as in Push Fields or Call Guide actions. When creating workflow that references forms and guides, a developer can identify access points.
Action dateThe duration within which an approver must take action on a pending request. This value is derived from various process intervals defined on the AP:Process Definition form.
Active linkA workflow component that causes an AR System client to perform specific operations in response to specific user actions. Active links are generally employed to help users interact with the system. They run on the client computer or on the mid tier.
Active link guideaccomplishes a specific operation. Active link guides can lead users through a task (like a wizard) or can be used as subroutines to accomplish common tasks.
Ad Hoc processAn approval process type with no predictable routing, in which the requester and approvers select the subsequent approver.
Ad hoc overrideIn Parent-Child, Level, and Rule-Based processes, ad hoc overrides approvers to alter the predetermined routing. The Allow Ad Hoc Next Approver? field controls whether the process allows this.
AdministratorAn individual responsible for the management of AR System, including installing AR System software and maintaining AR System by adding and deleting users, groups, and roles; backing up AR System servers; importing data from other systems; and so on.
Administrator defaultto a field when designing a form. Users can override the administrator default by assigning their own default or by entering a different value.
Administrator groupOne of several special access control groups that AR System provides. Members of this group have full and unlimited access to AR System, including unlimited ability to create definitions and to access and modify data.
Advanced search barThe row of buttons, the Search Criteria field, and the Fields menu list that appear at the bottom of the Details pane when users click the Advanced search button in a browser or the View > Advanced Search Bar menu in BMC Remedy User. Use this bar to specify complex search criteria.
AlertA message from an AR System server or other program to notify a user that certain events—such as a request being submitted or progress being made in resolving a request—have occurred. You can use BMC Remedy Alert, an optional Windows program, to notify users when they receive alerts
Alert listThe list of alerts belonging to a user. The list can be displayed in a browser or in BMC Remedy User.
Allowable currency typeA currency type that appears in the currency field menu. Users can use only allowable currency types when entering currency values.
Alternate approveAn indication for notifications when an alternate has responded with an approval.
Alternate approverAn AR System user with the authority to substitute for an approver within an approval process.
Alternate rejectAn indication for notifications when an alternate has responded by rejecting a request.
Ancestor groupIn a hierarchical group relationship, a parent group or the parent group of a parent group.
ApplicationA group of forms and associated workflow related to a business function, such as Employee Care or Service Desk. An application is a server object in BMC Remedy Developer Studio.
Application DispatcherAn AR System server process (Windows) or daemon (UNIX) installed with the AR System server that monitors the Application Pending form, and signals other server applications, such as the approval server, when they have work to do.
Application list fieldA field that displays entry points.
APIApplication programming interface (API) is a set of functions or classes that provides application programmers with access to the full functionality of a product. The AR System C API is documented in the C API Reference, and the Java API is documented in the Java API HTML documentation.
Application stateThe development state of a deployable application, such as Test or Production. Roles can be mapped to different groups based on application state to limit access to the application during testing or modification.
ApprovalAn electronic signature by an authorized person. In the approval server, an approval is indicated by the status “Approved” on a request that has followed an automated process to gather the required signatures.
Approval applicationAn interrelated set of forms, workflow, processes and rules that allow users to enter a request and approvers to respond, route the request to completion, and generate notifications related to the request.
Approval Audit TrailA field in the detail form that tracks all status changes to the approval request, including the date, time, and approver name.
Approval processA procedure that generates all necessary signatures to authorize an approval request in an AR System application.
Approval Process DoneA rule type used to update the request when the approval process is done. These rules are used to indicate the result of the approval process to the original request.
Approval requestA request entered in an approval application to request authorization for a change, an expenditure, or any other business situation that requires signatures.
Approval request formAn AR System form used by requesters to enter a request for approval.
ApprovedThe status of a signature when the approver has authorized the request. Also, the status of a completed approval request when all approvers have authorized the request.
ApproverAn AR System user with the authority to approve or reject approval requests.
Approver listThe list of approvers eligible to respond on the signature lines for an approval process.
AR SystemAction Request System is a adaptable client/server software that provides a foundation for creating applications that can automate, track, and manage a wide variety of business processes.
AR System clientThe AR System programs that enable users to access an AR System server. AR System clients include BMC Remedy Developer Studio, BMC Remedy User, the web client (mid tier), BMC Remedy Data Import, and BMC Remedy Alert.
ARDBCAR System database connectivity (ARDBC) is a mechanism by which the AR System server uses a plug-in to access data stored outside the AR System database as if it were in AR System.
AREAAR System external authentication (AREA) is a A mechanism by which the AR System server can access and use authentication services from outside the AR System environment. A plug-in is used to access the external subsystem.
AR System ODBC driverA connectivity solution that enables AR System to communicate with ODBC (Open Database Connectivity) clients. ODBC is an SQL-based communication standard developed by Microsoft.
AR System serverThe AR System program that processes all data entered by a client. The AR System server is the workflow engine between client and database. It also verifies that a user has permission to perform each action, thereby enforcing any access control defined in an application.
Assignee groupOne of several special access control groups that AR System provides. The user whose name is in the Assigned To field of a request automatically belongs to this implicit group for that request.
Assignee Group groupOne of several special access control groups that AR System provides. If the Assignee Group field in a request contains a user name, that user is automatically a member of this group for that request. If the Assignee Group field contains a group name, all users in that group are automatically members of the group.
Attachment data typeThe data type used for fields that hold files. This type enables you to store text, graphics, audio, or video attachments in the database.
Attachment pool fieldA field that contains one or multiple related attachment fields associated with a request.
Auto ApprovalA rule type that allows for automatic approval by the approval server of a request that meets specified criteria.
Base Development modeA mode in BMC Remedy Developer Studio that provides unrestricted access to create, modify, and delete AR System origin objects, such as out-of-the-box application objects. This mode is intended to be used only by AR System application developers. You cannot create overlay or custom objects in this mode, though you can modify and delete them.
Best Practice Customization modeThe default mode of BMC Remedy Developer Studio. This mode enables you to indirectly modify objects created in Base Development mode—including all out-of-the-box AR System application and server objects—by creating overlays for them and modifying the overlays. Doing this ensures that your modifications follow BMC development best practices and that they will not be lost when your application or server is upgraded. In this mode, you can also create, modify, and delete custom objects. You cannot create, directly modify, or delete origin objects.
BMC Remedy Approval ServerAn AR System application server that runs as a plug-in. It routes an application’s approval request form to generate signatures. It collects all the responses generated, and reports the result of the approval process to the application. The approval server also creates an audit trail for all approval activity on AR System application forms.
BMC Remedy Data ImportThe AR System client tool used to transfer data records from an archive file into a form.
BMC Remedy Developer StudioThe AR System client used by AR System developers to develop applications. Use this client to create and change object definitions and to set access permissions that determine which users and groups can view or modify each form or specific parts of a form.
BMC Remedy Email EngineA server-based module provided with AR System that communicates with both the AR System server and an email server. Email Engine receives email messages and can parse and interpret the messages to execute specific instructions on an AR System form. It also sends email messages to AR System and directs notifications as a result of filters and escalations.
BMC Remedy FlashboardsA real-time visual monitoring tool that can show the state of service operations, warn about potential problems, and collect and display trend data.
BMC Remedy Mid Tier Configuration ToolThe tool used to configure and manage the mid tier portion of AR System.
BMC Remedy UserThe AR System client in which users enter and track requests through the resolution process. Users can also search the database, generate reports, and modify existing requests. (Alternatively, the mid tier enables you to perform these tasks in a browser
Broadcast distributed transferA distributed operation in which one source server simultaneously or consecutively transfers data-only copies of requests to multiple target servers.
Button fieldA field on a form that a user can click to execute an active link. A button, image, or hyperlink can represent a button field.
Cancel at later levelAn indication for notifications when an approval process is cancelled after it has been approved by a previous approver.
CancelledThe status of a completed approval request that was withdrawn by the requester or cancelled by an approver or process administrator.
Chained approval processA sequence of approval processes that appear to the user as one approval, but in fact are made up of two or more separate approval processes.
Chained distributed transferA distributed operation in which a request is transferred from a source server to a target server and then transferred from that target server to another server.
Change flagA status flag set when the contents of a field or form are altered. A change flag can be polled or disabled by workflow.
Character data typeThe data type used for fields that contain alphanumeric text
Character fieldAn AR System data field that holds alphanumeric characters. You can attach a menu or a file system browser to character fields or fill them with default text.
Character menuA menu that provides assistance with filling in values for a field. A character menu can be attached to any character field
Child groupIn a hierarchical group relationship, any group that has a parent group defined. Where allowed by the permissions inheritance properties, this gives the parent group the same access permissions to the object as the child group.
Client tierThe architectural level in which AR System clients operate in the multitiered system.
Close approveAn indication for notifications when a request has multiple possible but not required approvers and another of the approvers approves the request.
ClosedThe status of an approval request that has been resolved and is no longer waiting for an approver or More Information response.
Close rejectAn indication for notification when a request has multiple possible approvers and another of the approvers rejects the request.
command-line optionA parameter used to specify an operation or option to AR System programs and utilities when they are run.
Completion ruleA rule type that checks whether conditions exist to stop routing a request. If a completion check is successful, no new approvers will see the request. The request might not be done, but the request has been routed to everyone who must respond.
Computed groupAn explicit group whose membership is based on the memberships of other explicit groups.
ContainerThe underlying data structure for guides and applications. A component of AR System used to store collections of objects. Used as the basic storage structure for applications, active link guides, filter guides, and packing lists.
Control data typeThe data type for fields that execute active links. These fields do not contain data.
Control panelA form used as a centralized entry point from which users choose the business tasks they want to accomplish.
Core fieldOne of a set of basic fields common to all AR System regular forms. These fields cannot be removed from a regular form.
Currency codeThe three-letter code that represents a currency type, such as USD for United States dollars.
Currency data typeThe data type used for fields containing currency data. Currency data is stored in four parts: a decimal value, a currency code, a conversion date, and one or more functional (converted) currency values. Each part can be viewed or searched by users or accessed by workflow.
Custom objectA standalone object created by users in the Best Practice Customization mode of BMC Remedy Developer Studio. (Objects installed with AR System applications are never custom objects; they are always origin objects.) Custom objects are not modified or lost during upgrades.
Customize groupOne of several special access control groups that AR System provides. This group grants users the right to customize their form layout in BMC Remedy User.
Data fieldA field that stores data in the database. Data fields include character, date, time, date/time, diary, integer, real, decimal, selection, attachment, and currency.
Data-only copyIn a distributed environment, a read-only copy of a request that is not part of an active ownership chain and cannot create a new ownership chain.
Data tierThe architectural level that contains data and communicates with the AR System server. The data can be stored in a text file, spreadsheet, or database that is part of or separate from AR System.
Data typeThe property of a field that determines the characteristics of the field and what type of information (if any) the field can contain.
Data visualization fieldA field that provides a way to augment AR System with HTML-based content—such as web pages, flashboards, and other graphics—that can interact with the field’s parent form through workflow.
Date data typeThe data type used for fields containing date values. Date values can range from January 1, 4713 B.C.E., to January 1, 9999 C.E. Date values are stored as the number of days from the beginning of the date field’s range. For example, January 1, 2009, is stored as the number 2454833 because it is 2,454,833 days after the first day in the date range
date/time data typeThe data type used for fields containing date/time timestamp values. Values can range from January 1, 1970, to January 17, 2038
Decimal data typeThe data type used for fields containing fixed point numbers.
Default mappingThe mapping used by DSO when the DSO action in a filter or escalation does not specify a mapping. The Default Mapping field in the Distributed Mapping editor is used to designate default mappings.
Deployable applicationAn application that uses permissions based on roles and that is easily portable to other servers.
Detail recordThe approval server creates an entry in the AP:Detail form when a new approval request is submitted. This form tracks the details of the approval process for the request. It is part of the two-way and three-way join forms that are central to approval processing.
Details paneThe part of the main window in a browser or in BMC Remedy User that displays fields for entering or viewing data.
Dialog boxA window displayed to users that must be responded to before users can continue filling out a form. To create a dialog box, use an active link action.
Diary data typeThe data type used for a field in which you can capture a history of the actions taken for a request. The field stores character data. It is an append-only field, and each addition is stamped with the time, date, and name of the user who enters it.
Display-only fieldA temporary field for which no space is allocated in the database
Display-only formA type of form containing display-only fields. Display-only forms are used to create control panels and dialog boxes.
Distributed deleteA distributed operation that removes a copy of a request from an AR System server. If the master copy of a request is deleted, all copies of the request in the associated ownership chain are also deleted.
Distributed fieldsFields that must be added to an AR System form to enable DSO to perform ownership transfers from and to the form. The three groups of distributed fields (basic, full, and advanced) provide different levels of control over distributed operations.
Distributed mappingsObjects on an AR System server that define how data is transferred from one form to another. Distributed mappings are used with DSO filter and escalation actions. They are created in the Distributed Mapping editor and stored in the Distributed Mapping form
Distributed operationsOperations performed by DSO to manage data transfers, updates, returns, and deletes in a distributed environment.
Distributed poolsObjects on an AR System server that enable DSO to process multiple distributed operations simultaneously and to ensure that interrelated operations of pending distributed items occur in the correct order. Distributed pools are created in the Distributed Pool editor and stored in the Distributed Pool form.
Distributed returnA distributed operation that returns an updated request with ownership to the originating server. Distributed returns are triggered by workflow on the server that returns the request.
Distributed ServerThe name of the internal AR System user that performs all distributed operations for the DSO server.
Distributed Server Option (DSO)An AR System server component that transfers data among forms on physically separate servers or on the same server. DSO requires a separate usage license.
Distributed transferA distributed operation that sends information from a source form on one server to a target form on another server or on the same server. The transfer can include all or some of the data in the request
Distributed updateA distributed operation that refreshes a copy of a request when the master copy in an ownership chain is modified
DoneAn approval request is done when all the required approvers have responded to the request, or the request is cancelled, or the approval server has put the request into an error state.
DSO actionsActions configured in filters or escalations to trigger distributed transfers, returns, and deletes when specified criteria are met in a form.
DSO serverThe arservdsd process (UNIX) and the serverds.exe program (Windows) that manage distributed operations.
Duplicate request IDsMatching request IDs that occur in a distributed operation when a request transferred from a source server has the same request ID as a request on the target server. DSO provides several ways to handle this issue.
Dynamic groupOne of several special access control groups that developers can create in the Group form by using a group ID from 60000–60999. If a dynamic group field (a field whose field ID is the same as the dynamic group ID) contains a user name, that user is a member of that dynamic group. If the dynamic group field contains a group name, all users in that group are members of the dynamic group. If it contains a role name, all members of the groups mapped to that role are members of the dynamic group.
Dynamic menuA menu populated at run time when users click a search menu icon. The source of the menu items is determined by values in other fields on the form on which the menu appears.
Dynamic permissions inheritanceA form property that controls access to requests by any ancestor group of a group granted dynamic access to the request.
Entry pointA link on the home page that users click to start a task (such as creating a request) or to open a console (such as AR System Administration Console).
Entry point guideAn entry point that starts a guide so that a user can complete a task.
ErrorThe status of an incomplete approval request in which routing problems have occurred.
EscalationA workflow component that searches at specified times or intervals for requests matching certain criteria and that performs specified operations on the matching requests. Escalations are generally used to find records that have violated business rules or processes and then to take the appropriate action. They run on the AR System server. For example, escalations for BMC Remedy Approval Server requests are set relative to approval process actions and states.
EventAn occurrence in AR System that can trigger other events or workflow. Examples include user interactions with a form (such as opening windows, tabbing from field to field, switching row focus, and so on), state transitions of requests, or any condition that arises while a request is manipulated.
Explicit groupA group to which users are assigned or that is computed from other groups, such as Administrator and Customize
Export1. The BMC Remedy Developer Studio command that writes definitions of objects—such as forms, filters, active links, and mail templates—to a file. 2. To write object definitions to a file by using BMC Remedy Developer Studio or the export command-line interface. 3. To write data entries to a file by using the reporting feature in BMC Remedy User.
FieldThe main component of an AR System form. AR System field types include data, table, panel, active link control (buttons, menu items, and toolbar buttons), attachment pool, view, and trim.
Field IDAn integer that identifies a field throughout AR System. Every field in a form must have a field ID that is unique in that form. Field IDs can be assigned manually by AR System developers or automatically by AR System. After a field ID is assigned, it cannot be changed.
Field labelA name that describes a field’s purpose. Intended to be displayed to users.
Field nameA unique character identifier assigned to each field. The name can be changed at any time as long as the new name is unique.
File menuA menu with items retrieved from a text file containing a formatted character menu.
FilterA workflow component that tests every server transaction for certain conditions and responds to the conditions by taking specific actions. Filters are generally used to check and enforce business rules and processes. They run on the AR System server.
Filter APIAn AR System plug-in API that enables inline access during filter and escalation processing to extended servers
Filter guideAn ordered sequence of filters that accomplishes a specific operation. Filter guides can be used as a subroutine to accomplish common tasks
FormA collection of fields that represents a request in AR System. AR System developers can define and change the fields and workflow associated with a form. An AR System application can include many forms. In AR System APIs, forms are called schemas
Form action fieldOne of a set of special fields that perform predefined operations in browsers for Webbased applications. The fields include Submit, Query, Modify, and the Search Bar.
Form entry pointAn entry point that opens a form in a particular mode, such as Search or New, so that a user can complete a task.
Form viewThe screen layout for a form that appears in the Details pane of a browser or BMC Remedy User. AR System developers can create and name multiple form views, which can be further modified by users in the Customize group. Developers can include or hide different fields in various form views, and they can create form views for particular locales or user roles.
Full text search (FTS)A search mechanism that is typically much faster than the native database searching functionality for searching in long text fields. It is also the only method available in AR System for searching text within documents attached to requests.
FunctionA named procedure that performs a distinct operation in AR System. The AR System C API has a set of functions used to accomplish AR System tasks. Additionally, AR System contains table functions that you can use in workflow to perform mathematical operations on table data.
Functional currency typeAn alternative currency type to which the value in a currency field is converted. Values for functional currencies are calculated according to currency conversion ratios maintained in a form on the server. Functional currency values are stored as part of the data in the currency field. Users can search for and view them. Workflow can access them.
Get AuthorityA rule type that gathers information about the current approver or environment that is used by subsequent Self Approval or Completion rules.
Get Authority RegularA rule type that gathers information about the current approver or environment that is used by subsequent completion rule tests.
Get Authority SelfA rule type that gathers information about the current approver or environment that is used by subsequent Self Approval rule tests.
Get Next ApproverA rule type that finds the next approvers in the current process, including the first approver at the start of processing. Also, a stage of the approval process.
Global fieldA display-only field whose value is the same across all forms that contain the field as long as the user is logged in.
GroupA category in AR System used to define user access to form fields and functions. AR System defines several special groups: Public, Administrator, Sub Administrator, Customize, Submitter, Assignee, and Assignee Group. You can define additional groups through the Group form.
Group formThe form in which you can create, modify, and delete explicit groups and assign floating licenses to them.
Guest userUnregistered user with a limited set of capabilities (can submit and possibly review requests). An administrator can specify whether unregistered users are allowed at your site.
GUID fieldA field that is automatically populated with a globally unique identifier (GUID) when a request is saved
Hidden fieldA field on a form that is not visible to a user.
Hierarchical groupsGroups that are related by assigning the Parent Group field in the Group form. The hierarchy consists of a parent group and one or more child groups. A child group can also be a parent to another child group.
HoldAn indication for notifications when a request is changed to the Hold status. This is also a status in which an approval request is assigned to an approver but the approver has held the request. In this case, no approval server activity occurs until the hold is removed.
Home pageA form that lists entry points. The entry points are displayed in an application list field. In BMC Remedy User, the home page form can be configured to open on user login by default. In browsers, users enter or click a link to a home page URL.
Image objectAn image stored in the AR System database along with information defining the image as an AR System object. If you use the same image in more than one location, such as the background for a related set of forms, you store the image once as an image object and then include it by reference in form view and field display properties.
Implicit groupA group to which users are automatically assigned according to the contents of certain fields in a request, such as Submitter and Assignee.
Import1. The BMC Remedy Developer Studio command that transfers object definitions from an export file to the current server. 2. The BMC Remedy Data Import command that transfers one or more data entries from an archive file to a form.
Independent copyA modifiable copy of a distributed request that is not part of an ownership chain. Independent copies cannot receive updates from the master copy, but they can start new ownership chains.
Integer data typeThe data type used for fields that contain numeric values from –2147483647 to 2147483647. The range for a field can be limited by an AR System developer.
Join formA type of form that contains information from two or more AR System forms. Although join forms function similarly to regular forms, they do not store data. A join form references data stored in the forms used to create the join form. For example, BMC Remedy Approval Server uses the two-way join form AP:Detail-Signature, and a three-way join form, which is a join between the application’s approval request form and AP:Detail Signature.
KeywordA variable whose value is defined by AR System. For example, $USER$ represents the name of the user currently logged in. Keywords can be used in qualifications for searches, search menus, workflow, and macros or to specify a value in the Set Fields action for active links, filters, and escalations.
LevelAn approval process type with relationships based on the approvers’ membership in organizational groups (not AR System groups).
Local applicationAn application that uses permissions based on groups and that is intended for use on a limited number of servers.
MacroA set of operations in BMC Remedy User recorded for later execution. Macros are useful for automating frequently used or complex operations.
Macro barThe row of buttons below the menu bar in BMC Remedy User that provides easy access to commonly used macro commands. Macro commands are also available from the Tools menu.
Mail templateA template used to submit a request by email. The export command can be used to generate templates from an existing form.
Main formA form that users interact with directly. An application can have more than one main form. Main forms are sometimes called primary forms or consoles.
Main windowThe BMC Remedy User window that displays a form in the Details pane and, optionally, the results of a search in the Results pane and prompt text in the prompt bar. The main window includes a menu bar and optional status bar, toolbar, and macro bar.
Mapping historyRecords stored in a form’s Mapping History distributed field. A mapping history record is created each time that a distributed transfer occurs. The record includes the date and time of transfer, source request ID, source form, source server, and mapping name.
Master copyThe copy of a distributed request that has ownership.
Master FlagA basic distributed field that indicates whether a distributed request is the master (has ownership).
Mid tierA component of AR System consisting of addin services that communicate between AR System servers and various clients. BMC Remedy User can communicate directly with AR System servers. Browsers, however, must use the mid tier to communicate with AR System servers.
More Information requestAn approver’s query for additional data that becomes part of the audit trail of the approval request. The approver is not required to delay the approval request until someone responds.
More info returnAn indication for notifications when a More Information request has been responded to.
Navigation fieldA field that enables users to navigate through screens in an application quickly and easily.
New signatureAn indication for notifications that a new signature record has been created for an approval request.
NotificationA message to a user from workflow. Notifications can be sent by various mechanisms, including alerts and email. For example, in BMC Remedy Approval Server, notifications are linked to the approval request status and process states.
Object modification logA feature of the AR System server that logs all changes made to an object and that can save a copy of an object in a definition (.def) file each time that the object is changed.
Object reservationA feature of the AR System server and BMC Remedy Developer Studio used to prevent others from modifying objects that are in use.
OperatorA function that is used to define advanced searches or to build qualifications.
Origin objectAn object created in the Base Development mode of BMC Remedy Developer Studio. All out-of-the-box AR System application and server objects are origin objects. Avoid modifying origin objects because your modifications might be lost during upgrades. Instead, create an overlay for such objects and modify the overlay. To add an object to AR System, avoid creating an origin object because it also might be lost during an upgrade. Instead, create a custom object.
Overlaid objectAn object for which an overlay exists.
Overlay hash fileAn XML file that contains keys and valid and invalid hash values for all the objects in a particular version of AR System or an AR System application. Overlay hash files are used by the Best Practice Conversion utility to generate difference reports. Overlay hash files are also known as snapshots.
Overlay objectA copy of an AR System object that is used in place of the origin object. Overlays are created in the Base Development mode of BMC Remedy Developer Studio. To ensure that customizations are preserved during upgrades, you modify the overlay, not the origin object. During upgrades, the overlay is ignored whether or not the upgrade program modifies the origin object definition. After the upgrade, AR System continues to use the overlay in place of the origin object.
Override approveAn indication for notifications when a process administrator has approved a request in a manner that circumvents the normal process.
Override rejectAn indication for notifications when a process administrator has rejected a request in a manner that circumvents the normal process.
OwnershipIn a distributed environment, the ability to update a request in an ownership chain. Ownership can be transferred from the original request to a copy, and ownership can be returned.
Ownership chainA series of distributed requests representing a history of transfers with ownership.
Packing listA set of associated server objects that can be viewed as a work space in the server window or used in external utilities.
Panel fieldA type of field that acts as a container in which related fields can be grouped. A panel field can stand alone or be managed by a panel holder field. In previous releases, called a page field.
Panel holder fieldA field that contains one or more panel fields. Panel holders enable groups of fields to be organized and displayed in the same area of a form. They manage various panel layouts, including tabbed, collapsible, splitter, and accordion.
Parameterized Get Next ApproverA rule type that uses run-time variables to find approvers in the current process. It lets requesters and approvers add additional approvers to any level in an approval process (not just the next level).
Parent-ChildAn approval process type with a fixed relationship between approvers, such as a management hierarchy
Parent groupAny explicit group that has a defined hierarchical relationship to another group (the child group) through the Parent Group field in the group form. Where allowed by the permissions inheritance properties, the parent group inherits the permissions assigned to the child group for the object.
PendingThe status of an incomplete approval request awaiting response or more information from an approver. Also, the status of a signature line that is waiting for a response from the approver.
Pending distributed itemA distributed operation waiting to be performed. Pending operations typically occur because a specified transfer interval has not been met or because network or server problems exist in a distributed environment. Pending distributed items are listed in the Distributed Pending form. Failed pending distributed items are listed in the Distributed Pending Errors form.
PermissionThe property setting that controls who can view and change individual fields on a form and who can access certain types of objects, including active links, active link guides, and applications.
Plug-inAn auxiliary program that works with the AR System server to enhance its capabilities. A plug-in is a dynamically linked library (DLL) on Microsoft platforms, a shared library on UNIX platforms, or a Java archive (JAR) on all platforms. The plug-in server loads plug-ins at run time. For example, BMC Remedy Approval Server is a plug-in.
Plug-in serverA server that loads and executes plug-ins. The plug-in server is a companion to the AR System server. It loads the ARDBC, AREA, or filter API plug-ins at run time.
Preference serverAn AR System server that stores user preferences centrally in the AR System User Preference form.
Prep Get Next ApproverA rule type that gathers information to be used by the Get Next Approver rules.
Process administratorAn AR System user who is a member of the Approval Admin group (402). Process administrators can have authority to set up and maintain approval processes, or to act as an override approver only.
Prompt barThe part of the main window in BMC Remedy User that displays instructions or useful information about the form it is attached to.
Public groupOne of several special access control groups that AR System provides. Every user is automatically a member of this group.
QualificationA filter or search criterion including field references, values, and arithmetical and relational operators used to determine how to process a request or to find a set of data. For example, in BMC Remedy Approval Server processes, rules, and workflow objects, qualifications are used to determine whether the process, rule, or filter should run, and to control data gathering.
Query-by-example (QBE)A method for visually describing a database search. An empty form is displayed, and the search conditions are entered in their respective fields. AR System turns the visual query into the command language, such as SQL, required to query the database.
Real data typeThe data type used for fields that contain floating-point numbers. The range and precision can be set by AR System developers.
ReassignAn action for an approver to reroute a request by changing the assigned approvers.
Regular formA form used to manipulate and display data. Regular forms and their contents are stored in database tables created, owned, and managed by the AR System server.
Reject by another approverAn indication for notifications when multiple required approvals are outstanding and one of the other approvers rejects the request.
Reject by later levelAn indication for notifications when an approval process is rejected by an approver after it has been approved by a previous approver.
RejectedThe status of a completed approval request when an approver has rejected the request. Also the status of the signature line of the approver who has rejected the request.
RequestA collection of information that describes something, such as a user, a problem, or a service. When a form is filled in and submitted to AR System, the system creates a request. A request is equivalent to a record in the database. In AR System APIs, requests are called entries.
RequesterA user who submits a form to request an approval, triggering approval server action.
Request IDA unique identifier generated by AR System for each request
Request ID fieldA core field on a form that contains the request ID. In join form entries, the Request ID field contains the request ID for each of the underlying forms, separated by a vertical bar.
Reserved fieldA data field that has a predefined special purpose in AR System. If you add a reserved field to a form, the field retains its special behavior and use.
Results listA list of requests that match a search. Multiple rows (or requests) in the results list that meet specified criteria can be selected for further processing.
Results paneThe part of the form window in a browser or in BMC Remedy User that displays the results of a search.
RoleIn a deployable application, a configuration that defines access to form fields and server objects. Roles are defined in the Role Mapping form and then mapped to groups on the server on which the application is installed. Different groups can be mapped to the same role for each development state of the application.
Roles formThe form in which roles are created and mapped to groups for each application state.
Rule-BasedA custom approval process type designed by the process administrator, in which relationships are defined by rules rather than by data in a form.
SearchThe process by which users display a subset of requests according to search criteria that they define.
Search menuA menu whose items are based on data retrieved from a search of an AR System form.
Section 508A law that requires U.S. federal agencies’ electronic and information technology to be accessible to people with disabilities (visual, motor, and auditory impairments).
Selection data typeThe data type used for fields with a set of mutually exclusive options. Multiple options are displayed as option (radio) buttons or as a list. A single option can be displayed as a check box.
Selection listA list that appears when an active link performs a search that returns more than one request.
Self ApprovalA rule type that allows for automatic approval of a request if the submitter of the request has sufficient authority for the request to be approved.
Server groupA group of AR System servers configured to share the same database
Server tierThe architectural level consisting of the AR System server that controls access to the data and any supporting services called or used by the AR System server.
SignatureAn entry in the AP:Signature form that represents the response of an approver to an approval request.
Signature AccumulatorA rule type that is used to collect statistical information about the signature records associated with an approval process.
Signature authorityThe ability of an approver to authorize a request, based on policies established by the organization and defined in a signature authority form.
Signature authority formA form created by the administrator that contains approver names or roles and their signature authority limits, to support data gathering by get authority rules.
Signature recordA database record in the AP:Signature form that represents the signature of an approver. If an approval request requires more than one signature, multiple signature records are generated for that single approval request.
Simple Object Access Protocol (SOAP)The primary transport protocol for messages shared by applications in web services. SOAP is an XML-based packaging format for the transferred information. It contains a set of rules for translating applications and platform-specific data types into XML.
SQL menuA menu whose items are based on data retrieved from a direct SQL command to a SQL database.
Static permissions inheritanceAn object property that controls whether the ancestor groups of a group in the permission list of the object are granted the same access to the object as the group in the permission list.
Statistical OverrideA rule type that is used to preempt the default behavior of the approval process and follow an approve or reject path before all pending signatures have been completed.
Status barThe part of a main window in an AR System client that displays instructions or useful information to the user.
Status fieldThe core field (ID 7) in which AR System tracks the various stages of the resolution process for a request. For example, in BMC Remedy Approval Server, the AP:Detail form uses this field to track the overall status of the request. In the AP:Signature form, the field is renamed to Approval Status, and it tracks the approval status of the individual signature line.
Status historyA field that displays information about the progress of a request.
Sub Administrator groupOne of several special access control groups that AR System provides. Members of this group have limited administrative access to AR System as defined by an administrator.
SubadministratorA member of the Sub Administrator group.
Submitter groupOne of several special access control groups that AR System provides. The user whose name is in the Submitter field on a request automatically belongs to this implicit group for that request.
Supporting formA form that supplies information needed by another form
Table fieldA field that displays data from other requests in the current request. A table field can appear in a list view format (with rows and columns), a tree view format, or a cell-based format.
TaskA shortcut or link created in BMC Remedy User that enables users to quickly open a specific form, search, application, or active link guide.
Time data typeThe data type used for fields containing time values. Time values are stored as the number of seconds from 12:00:00 a.m.
Toolbar1. Standard: In BMC Remedy User, the row of buttons below the menu bar that provides easy access to commonly used menu commands. In a browser, toolbar buttons along the top of the form provide the equivalent functionality of menus and toolbars in BMC Remedy User. 2. Formspecific: A separate toolbar with additional icons that can appear on certain forms.
Toolbar buttonAn icon for a menu item that triggers an active link.
TooltipA brief informational message displayed when a user interacts with an object—such as a table row, attachment, or field label—on the screen. A tooltip is displayed by hovering the mouse over an area on a form or by clicking an object such as a button.
Transfer modeIn a distributed environment, one of four types of distributed transfers (data only, data + ownership, independent copy, copy + delete) that determine whether the copy of the request is sent with ownership and whether the original is deleted.
Trim data typeThe data type of fields that enhance a form’s usability and appearance. Trim includes lines, boxes, text, and URL links. These fields do not contain data.
Unmodified objectA customization type that describes an object for which an overlay does not exist.
UserAny person with permission to access AR System
User defaultA value for a field that a user can predefine. A user default overrides an AR System developer default in BMC Remedy User.
User formThe form in which users are added to AR System and in which each user’s group membership, login, and license information are specified.
Validate ApproverA rule type that is used to verify that a name specified as the next approver is a valid user. Only used to verify a user specified in an Ad Hoc process or an ad hoc override of another process type.
VariableA data element that changes according to conditions.
Vendor formA form used to connect to external data sources—such as text or spreadsheet data residing on local or remote servers—through an ARDBC plug-in.
View fieldA field that provides a browser window in a form. Can be used to display a URL, the contents of an attachment, direct HTML text, or content formatted by a template.
View formA form used to connect to database tables not created by AR System.
View user interface (VUI)A structure that contains information about a single form view.
Web clientA browser communicating with the AR System server through the mid tier.
Web serviceAn object that enables messages to be sent to and received from an application over a network (Internet or intranet), using standard Internet technologies. It uses a combination of protocols such as HTTP and XML that are platform independent.
Web Service Description Language (WSDL)An XML-based language used to define web services and how to access them.
WildcardA character that represents other characters in a search. For example, in search statements in character and diary fields, users can specify wildcards to match single characters, strings, or characters in a range or set.
Window-scoped global fieldA display-only field whose value remains the same across requests in the same window as long as the window is open.
Workflow1. A set of business processes used to run a company. 2. The automation of business processes through actions performed by active links, filters, and escalations.
XML Schema or XML Schema Definition (XSD)A means of defining the structure, content, and semantics of XML documents.
View/Table: HPD_HELP_DESK
Label FieldID Field_Name Purpose
Incident ID*+ 1000000161 Incident_Number A system generated number that uniquely identifies the incident. The incident number is used across the ITSM application as a foreign key.
Company*+ 1000000082 Contact_Company Stores the company for which the customer works. It is set when the customer information is returned from the People form.
Customer*+ 303530000 Customer Display only field to show customer's full name. Populated via workflow using First Name (1000000019), Middle Initial (1000000020) and Last Name (1000000018) fields. These and other fields tied to the Customer are populated from the People form
Contact+ 303497600 z1D_Contact Display only field to show contact's full name. Populated via workflow using Direct Contact First Name (1000005783), Direct Contact Middle Initial (1000005784) and Direct Contact Last Name (1000005782) fields. These and other fields tied to the Contact are populated from the People form
Notes 1000000151 Detailed_Decription Provides a free text entry area where the user can enter any special, descriptive information about the incident.
Template+ 303558600 z1D_Template_Name Display only field to show available Incident Templates to be applied. Not applicable for reporting.
Summary* 1000000000 Description Stores the Summary of an Incident. It is used across many parts of the ITSM application where the incident record is displayed.
Service+ 303497300 Service Stores the Business Service CI associated to the Incident. The Service CI must be mapped to the Customer to be available in the menu.
CI+ 303497400 CI Stores the Primary CI (that is not the Service CI) associated to the Incident. The CI must be mapped to the Customer to be available in the menu.
Target Date 1000005261 Estimated Resolution Date The date by which the support agent estimates the incident will be resolved. This is an informational field only.
Impact* 1000000163 Impact This field is used to indicate the scope of the incident. The default value are: Extensive/Widespread, Significant/Large, Moderated/Limited, and Minor/Localized. It is used with impact to determine priority and priority weight through the incident rules form.
Urgency* 1000000162 Urgency This field is used to indicate whether the urgency of the incident is Critical, High, Medium, or Low. It is used with impact to determine priority and priority weight through the incident rules form.
Priority* 1000000164 Priority This field contains a descriptive priority (for example, Critical) and is derived from the values entered in the Urgency and Impact fields. The priority mapping can be set in the incident rules form.
Incident Type* 1000000099 Service_Type Contains a list of the available service types. A service type is the nature of an incident. It is used in mapping assignment events and in product, operational and generic catalog mappings to further filter the mapping structures.
Reported Source 1000000215 Reported_Source Indicates how the incident was reported to the system. Default values include, Direct Input, Email, External Escalation, Fax, Phone, Voice Mail, and so on. It is used in conjunction with the SLA response flag.
Assigned Group*+ 1000000217 Assigned_Group Indicates to which group in the support organization structure the incident is assigned. Assignments can either be set at the group or individual level. It can either be set manually or through the assignment configuration form. The Assigned Support Company (1000000251) and Assigned Support Organization (1000000014) fields are also part of the Assigned Group structure and are hidden fields.
Assignee 1000000218 Assignee Indicates to which person in the assigned support group the incident is assigned to. Assignments can either be set at the group or individual level. It can either be set manually or through the assignment configuration form.
Vendor Group+ Vendor_Group The Company of the Vendor assigned the incident ticket
Vendor Ticket Number 1000000652 Vendor_Ticket_Number Stores an external vendor’s ticket number. This is an informational field only.
Status* 7 Status Indicates the status of the Incident. The status indicates what state the incident ticket is in. It is set by the user either directly on the field or through the process flow bar.
Status Reason 1000000881 z1D_Status_Reason Displays the localized value of the Status Reason. The actual value is stored in the hidden Status Reason (1000000150) field.
Resolution 1000000156 Resolution Provides a free text entry area where the user can enter descriptive information about how the incident was resolved.
Customer Phone*+ 1000000056 Phone_Number The customer's business phone number a concatenation of the business country code, business area code, business local number, and business extension.
Customer Site 260000001 Site Stores the name of the Site that the customer belongs to.The Site field is conditionally required depending on the selected Client Type.
Contact Phone+ 1000005785 Direct_Contact_Phone_Number The incident contact person's telephone number.
Contact Site 1000005790 Direct_Contact_Site Stores the contact’s Site if there is a contact that represents the customer.
Data stored in HPD:WorkLog using Incident Number as the foreign key from Add Work Info
Notes: 304247080 z1D_Notes Display only field for entering Work Info notes.This data gets pushed to the HPD:WorkLog form and associated based on Incident Number as a foreign key
Attachment: 304247090 z1D_AttachedFileName Display only field for file attachments. This data gets pushed to the HPD:WorkLog form and associated based on Incident Number as a foreign key
Attachment#2 304247240 z1D_FileNameAttach2 Display only field for file attachments. This data gets pushed to the HPD:WorkLog form and associated based on Incident Number as a foreign key
Attachment#3 304247250 z1D_FileNameAttach3 Display only field for file attachments. This data gets pushed to the HPD:WorkLog form and associated based on Incident Number as a foreign key
Work Info Type 304247210 z1D_Work Log Type Display only field for Work Info Type. This data gets pushed to the HPD:WorkLog form and associated based on Incident Number as a foreign key
Locked 304247260 Z1D_Editable Display only field for Locked flag. If set to Yes, it is not editable. This data gets pushed to the HPD:WorkLog form and associated based on Incident Number as a foreign key
View Access 1000000761 View Accessible Display only field for View Access flag. If set to Internal the Work Info record will not be viewable by the Customer. This data gets pushed to the HPD:WorkLog form and associated based on Incident Number as a foreign key
The table is referencing the HPD:WorkLog form (using Incident Number as the foreign key)
Type 1000000170 Work Log Type Indicates the Work Info Type
Summary 1000000000 Description Provides a free text entry area where the user can enter any descriptive information about the Work Info
Files 1000000365 Number of Attachments Number of attachments for the Work Info record
Submit Date 1000000157 Work Log Submit Date The date on which the Work Info entry was made.
Notes 1000000151 Detailed Description This appears to be a customization as ootb it is Summary
The table is referencing the HPD:Associations form (using Incident Number as the foreign key which is mapped to Request ID02 on HPD:Associations)
Relationship Type 1000000208 Association Type01 Indicates the type of Relationship (Related To, Caused By, etc.)
Request Type 1000000211 Request Type01 Indicates the type of Request (Incident, Change, Problem, CI, etc.) associated to the Incident
Request Summary 1000000206 Request Description01 Summary from the associated Request record
Status 301569500 ConsolidatedStatus Status of the assocated Request record
Reported Date+ 1000000560 Reported_Date Stores the date on which the incident was reported.
Required Resolution DateTime 1000005661 Required_Resolution_DateTime The date by which the incident must be resolved.This is an informational field only.
Responded Date+ 1000000561 Responded_Date Stores the date on which someone within the service organization responded to the incident.
Closed Date 1000000564 Closed_Date Stores the date on which the incident was closed. This is an informational field only.
Submitter* 2 Submitter A person who reports an incident or makes a request. By default, the submitter is the ID under which the user is logged-in.
Submit Date 3 Submit_Date The date on which the incident or request entry was made.
Last Modified By 5 Last_Modified_By The person who most recently updated the incident or request record.
Last Modified Date 6 Last_Modified_Date The date on which the incident or request record was most recently updated.
Owner Group+ 1000000422 Owner_Group Indicates the support group to which the incident owner belongs. This can be set manually or through the assignment configuration form. It is also used in the notification engine.
Owner 1000000715 Owner Indicates the individual owner to which the incident belongs to. This can be set manually or through the assignment configuration form. It is also used in the notification engine.
First Name 1000000019 First_Name First Name of the Customer
Middle Name 1000000020 Middle_Name Middle Name of the Customer
Last Name 1000000018 Last_Name Last Name of the Customer
Tier 1+ 1000000063 Categorization_Tier_1 The categorization multi-tiered menu structure is used to simulate a two or three tiered menu structure that will return the categorization type. Tier 1 provides the most generic categorization type. The operational categorization structure is used across the entire ITSM application.
Tier 2 1000000064 Categorization_Tier_2 The categorization multi-tiered menu structure is used to simulate a two or three tiered menu structure that will return the categorization type. Tier 2 provides a more specific categorization type. The operational categorization structure is used across the entire ITSM application.
Tier 3 1000000065 Categorization_Tier_3 The categorization multi-tiered menu structure is used to simulate a two or three tiered menu structure that will return the categorization type. Tier 3, if used, provides the most specific categorization type. The operational categorization structure is used across the entire ITSM application.
Tier 1 200000003 Product_Categorization_Tier_1 The Product Categorization multi-tiered menu structure is used to simulate a two or three tiered menu structure that will return the product categorization type. Tier 1 provides the most generic product type. The product categorization structure is used across the entire ITSM application.
Tier 2 200000004 Product_Categorization_Tier_2 The Product Categorization multi-tiered menu structure is used to simulate a two or three tiered menu structure that will return the product categorization type. Tier 2 provides a more specific product type. The product categorization structure is used across the entire ITSM application.
Tier 3 200000005 Product_Categorization_Tier_3 The Product Categorization multi-tiered menu structure is used to simulate a two or three tiered menu structure that will return the product categorization type. Tier 3 provides the most specific product type. The product categorization structure is used across the entire ITSM application.
Product Name+ 240001002 Product_Name Used to specifically identify either the model type or version number of the product that has been selected.
Model/Version 240001005 Product_Model_Version The specific product name. It is used with the Produce Categorization menus to more specifically define a product categorization.
Manufacturer 240001003 Manufacturer The product manufacturer's name. This field is set by backend workflow.
In the Children of Selected Task Group table - This table shows Tasks that are associated to the Task Group selected on the Tasks and Task Group table. TMS:AssocSummaryDataJoin
Type 10007303 Child_Type The Type of Task. Typically it will be either Task or Task group. Data is stored on the TMS:Association form.
Name 10007000 TaskOrTaskGroup_Name The name of the task or task group.Data is stored on the TMS:SummaryData form.
ID 10003023 TaskOrTaskGroup_RequestID The request ID of the task or task group. Data is stored on the TMS:SummaryData form.
Instance 10007304 Instance_Number Unique identifier of the task or task group. Data is stored on the TMS:SummaryData form.
Sequence 10003022 Sequence The sequence of the task or task group. Data is stored on the TMS:SummaryData form.
Status 10003034 TaskOrTaskGroupStatus The status of the task or task group. Data is stored on the TMS:SummaryData form.
In the Work Info of Selected Task table TMS:WorkInfo
Type 10001950 WorkInfoType Indicates the Work Info Type
Summary 10006800 Summary Provides a free text entry area where the user can enter any descriptive information about the Work Info
Files 10001959 Number _of_Attachments Number of attachments for the Work Info record
Date 10001954 WorkInfoDate The date manually specfied in the Work Info record.
Source 10001951 Communication_Source Indicates the source of the work info
Locked 10001953 Secure_Log If set to Yes, it is not editable.
Submit Date 10001963 WorkInfoSubmitDate The submit date of the work info entry.
Submitter 10001962 WorkInfoSubmitter The user who submitted the work info entry.
These fields are from a join form (HPD:Search-Associations) which joins HPD:Help Desk and HPD:Associations
Request Type 301564400 z1D_DisplayRequestType01 Display only field used for searching based on request type
Request ID 1000000204 Request_ID01 The request ID of the associated record
Association Type 301527000 z1D_DisplayAssocType01 Display only field used for searching based on association type
Form Name 1000000101 Form_Name01 The form name of the associated record
Request Description 1000000206 Request_Description01 Summary from the associated Request record
Submit Date 3 Submit_Date The date on which the incident or request entry was made.
Status 7 Status Indicates the status of the Incident. The status indicates what state the incident ticket is in. It is set by the user either directly on the field or through the process flow bar.
Association Type01 1000000208 Association_Type01 Indicates the type of Relationship (Related To, Caused By, etc.)
Request Type01 1000000211 Request_Type01 Indicates the type of Request (Incident, Change, Problem, CI, etc.) associated to the Incident
Assignment Type 1000000595 Assignment_Type The type of assignment
Support Company 1000000251 Assigned_Support_Company The company of the support group of the assignment log
Support Organization 1000000014 Assigned_Support_Organization The organization of the support group of the assignment log
Assigned Group 1000000217 Assigned_Group The support group name of the assignment log
Assignee 1000000218 Assignee The assignee of the assignment log
Assigned Group ID 1000000079 Assigned_Group_ID The group ID of the support group
Assignee Login ID 1000000581 Assignee_Login_ID The login ID of the assignee
Owner Support Company 1000000426 Owner_Support_Company The company of the owner support group of the assignment log
Owner Support Organization 1000000342 Owner_Support_Organization The organization of the owner support group of the assignment log
Owner Group 1000000422 Owner_Group The owner support group name of the assignment log
Owner 1000000715 Owner The owner of the assignment log
Owner Group ID 1000000427 Owner_Group_ID The group ID of the owner support group
Owner Login ID 1000000716 Owner_Login_ID The login ID of the owner
View/Table FieldID Field_Name Label Purpose
PBM_Problem_Investigation 1000000232 Problem Investigation ID Problem ID*+ A system generated, unique identification number for the problem record. The Problem Investigation ID is used across the ITSM application.
PBM_Problem_Investigation 1000000837 Assigned Group Pblm Mgr (Coordinator Group) Coordinator Group*+ Indicates to which group in the support organization structure of the problem manager assignment. Assignments can either be set at the group or individual level. It can either be set manually or through the assignment configuration form. The Support Company Pblm Mgr (1000000834) and Support Organization Pblm Mgr (1000000835) fields are also part of the Assigned Group structure and are hidden fields. There must be one person with a functional role of problem coordinator who is a member of the support group.
PBM_Problem_Investigation 1000000838 Assignee Pblm Mgr Problem Coordinator+ Indicates to which person in the assigned support group of the problem coordinator assignment the ticket is assigned. Assignments can either be set at the group or individual level. It can either be set manually or through the assignment configuration form. The user must have the functional role of Problem Coordinator defined for one of their associated support groups.
PBM_Problem_Investigation 303915300 z1D_Problem_Location Problem Location A display only field that shows the Site name based on the requester on the CTM:People form (field called Site with ID 260000001)
PBM_Problem_Investigation 303497300 ServiceCI Service+ Stores the Business Service CI associated to the Problem. The Service CI must be mapped to the Customer to be available in the menu.
PBM_Problem_Investigation 1000000000 Description Summary Stores the summary of the problem. It is used across many parts of the ITSM application where the problem record is displayed.
PBM_Problem_Investigation 1000000151 Detailed Description Notes Provides a free text entry area where the user can enter any special, descriptive information about the problem.
PBM_Problem_Investigation 303497400 PBM_CI CI+ Stores the Primary CI (that is not the Service CI) associated to the Incident. The CI must be mapped to the Customer to be available in the menu.
PBM_Problem_Investigation 1000000798 Investigation Driver Investigation Driver* A selection field where user indicate reason for the problem investigation. Reasons include: High Impact Incident, Re-Occurring Incidents, Non-Routine Incident, and Other.
PBM_Problem_Investigation 1000001571 Target Resolution Date Target Date The date by which the problem investigation is targeted to be resolved.
PBM_Problem_Investigation 1000000163 Impact Impact* This field is used to indicate the scope of the problem. The default value are: Extensive/Widespread, Significant/Large, Moderated/Limited, and Minor/Localized. It is used with urgency to determine priority and priority weight through the problem rules form.
PBM_Problem_Investigation 1000000162 Urgency Urgency* This field is used to indicate whether the urgency of the problem is Critical, High, Medium, or Low. It is used with impact to determine priority and priority weight through the problem rules form.
PBM_Problem_Investigation 1000000164 Priority Priority* This field contains a descriptive priority (for example, Critical) and is derived from the values entered in the Urgency and Impact fields. The priority mapping can be set in the problem rules form.
PBM_Problem_Investigation 1000000217 Assigned Group Assigned Group+ Indicates to which group in the support organization of the problem assignment that the ticket is assigned to. Assignments can either be set at the group or individual level. It can either be set manually or through the assignment configuration form. The Assigned Support Company (1000000251) and Assigned Support Organization (1000000014) fields are also part of the Assigned Group structure and are hidden fields.
PBM_Problem_Investigation 1000000218 Assignee Assignee+ Indicates to which person in the assigned support group of the problem assignment the ticket is assigned. Assignments can either be set at the group or individual level. It can either be set manually or through the assignment configuration form.
PBM_Problem_Investigation 1000000396 Vendor Name Vendor Stores the vendor company's name. This field is required when Assign To Vendor is set to Yes.
PBM_Problem_Investigation 1000000652 Vendor Ticket Number Vendor Ticket Number Stores an external vendor’s ticket number. This is an informational field only.
PBM_Problem_Investigation 7 Investigation Status Status* Indicates the status of the Problem Investigation. The status indicates what state the problem ticket is in. It is set by the user either directly on the field or through the process flow bar.
PBM_Problem_Investigation 1000000881 z1D_Status_Reason Status Reason Displays the localized value of the Status Reason. The actual value is stored in the hidden Investigation Status Reason (1000000977) field.
PBM_Problem_Investigation 1000000855 Temporary Workaround Workaround A free text entry field where the user can type a description of the problem workaround, if one exists.
PBM_Problem_Investigation 1000001203 Implemented Solution Resolution A free text entry field where the user can type a description of the implemented resolution, if one exists.
PBM_Investigation_WorkLog 1000000170 Work Log Type Type Indicates the Work Info Type
PBM_Investigation_WorkLog 1000000000 Description Summary Provides a free text entry area where the user can enter any descriptive information about the Work Info
PBM_Investigation_WorkLog 1000000365 Number of Attachments Files Number of attachments for the Work Info record
PBM_Investigation_WorkLog 1000000157 Work Log Submit Date Submit Date The date on which the Work Info entry was made.
PBM_Problem_Investigation 304247080 z1D_Notes Notes: Display only field for entering Work Info notes. This data gets pushed to the PBM:Investigation WorkLog form and associated based on Problem ID as a foreign key.
PBM_Problem_Investigation 304247090 z1D_AttachedFileName Attachment: Display only field for file attachments. This data gets pushed to the PBM:Investigation WorkLog form and associated based on Problem ID as a foreign key.
PBM_Problem_Investigation 304247240 z1D_FileNameAttach2 Attachment #2 Display only field for file attachments. This data gets pushed to the PBM:Investigation WorkLog form and associated based on Problem ID as a foreign key.
PBM_Problem_Investigation 304247250 z1D_FileNameAttach3 Attachment #3 Display only field for file attachments. This data gets pushed to the PBM:Investigation WorkLog form and associated based on Problem ID as a foreign key.
PBM_Problem_Investigation 304247210 z1D_Work Log Type Work Info Type Display only field for Work Info Type. This data gets pushed to the PBM:Investigation WorkLog form and associated based on Incident Number as a foreign key
PBM_Problem_Investigation 304247260 Z1D_Editable Locked Display only field for Locked flag. If set to Yes, it is not editable. This data gets pushed to the PBM:Investigation WorkLog form and associated based on Incident Number as a foreign key
PBM_Problem_Investigation 304260140 View Accessible View Access Display only field for View Access flag. If set to Internal the Work Info record will not be viewable by the Customer. This data gets pushed to the PBM:Investigation WorkLog form and associated based on Incident Number as a foreign key
PBM_Investigation_Associations 1000000208 Association Type01 Relationship Type Indicates the type of Relationship (Related To, Caused By, etc.)
PBM_Investigation_Associations 1000000211 Request Type01 Request Type Indicates the type of Request (Incident, Change, Problem, CI, etc.) associated to the Problem
PBM_Investigation_Associations 1000000206 Request Description01 Request Summary Summary from the associated Request record
PBM_Investigation_Associations 301569500 ConsolidatedStatus Status Status of the associated Request record
PBM_Investigation_Associations 1000005080 Start Date 01 Start Date Start Date of the associated Request record if applicable
PBM_Investigation_Associations 1000005084 End Date 01 End Date End Date of the associated Request record if applicable
PBM_Problem_Investigation 1000000866 Workaround Determined On Workaround Determined On Stores the date on which a workaround for the problem was determined. It is set with the timestamp when a workaround is provided for the problem.
PBM_Problem_Investigation 1000001200 Known Error Created Date Known Error Created Date Stores the date on which the known error record was created. It is set when the known error record is created from the problem investigation.
PBM_Problem_Investigation 303597400 Last Completed Date Last Completed Date Stores the date on which the problem record was set to Completed
PBM_Problem_Investigation 2 Submitter Submitter A person who reports a problem. By default, the submitter is the ID under which the user is logged-in.
PBM_Problem_Investigation 3 Submit Date Submit Date The date on which the problem investigation or request entry was made.
PBM_Problem_Investigation 5 Last Modified By Last Modified By The person who most recently updated the problem or request record.
PBM_Problem_Investigation 6 Last Modified Date Last Modified Date The date on which the problem or request record was most recently updated.
PBM_Problem_Investigation Associated Incident Count Associated Incident Count This field appears to be customization
PBM_Problem_Investigation 1000000834 Support Company Pblm Mgr Coodinator Group Company Stores the name of the company of the problem coordinator support group.
PBM_Problem_Investigation 1000000001 Company Problem Location Company+ Stores the name of the company of the problem location. This field will only allow the selection of customer and operating companies as defined in COM:Company form. The company takes part in the row level security where only support staff with access to the company can view the record.
PBM_Problem_Investigation 1000000063 Categorization Tier 1 Tier 1+ The categorization multi-tiered menu structure is used to simulate a two or three tiered menu structure that will return the categorization type. Tier 1 provides the most generic categorization type. The operational categorization structure is used across the entire ITSM application.
PBM_Problem_Investigation 1000000064 Categorization Tier 2 Tier 2 The categorization multi-tiered menu structure is used to simulate a two or three tiered menu structure that will return the categorization type. Tier 2 provides a more specific categorization type. The operational categorization structure is used across the entire ITSM application.
PBM_Problem_Investigation 1000000065 Categorization Tier 3 Tier 3 The categorization multi-tiered menu structure is used to simulate a two or three tiered menu structure that will return the categorization type. Tier 3, if used, provides the most specific categorization type. The operational categorization structure is used across the entire ITSM application.
PBM_Problem_Investigation 200000003 Product Categorization Tier 1 Tier 1 The Product Categorization multi-tiered menu structure is used to simulate a two or three tiered menu structure that will return the product categorization type. Tier 1 provides the most generic product type. The product categorization structure is used across the entire ITSM application.
PBM_Problem_Investigation 200000004 Product Categorization Tier 2 Tier 2 The Product Categorization multi-tiered menu structure is used to simulate a two or three tiered menu structure that will return the product categorization type. Tier 2 provides a more specific product type. The product categorization structure is used across the entire ITSM application.
PBM_Problem_Investigation 200000005 Product Categorization Tier 3 Tier 3 The Product Categorization multi-tiered menu structure is used to simulate a two or three tiered menu structure that will return the product categorization type. Tier 3 provides the most specific product type. The product categorization structure is used across the entire ITSM application.
PBM_Problem_Investigation 240001002 Product Name Product Name+ The specific product name. It is used with the Produce Categorization menus to more specifically define a product categorization.
PBM_Problem_Investigation 240001005 Product Model/Version Model/Version Used to specifically identify either the model type or version number of the product that has been selected.
PBM_Problem_Investigation 240001003 Manufacturer Manufacturer The product manufacturer's name. This field is set by backend workflow.
PBM_Impacted_Areas 1000000001 Company Company Stores the name of the company of the problem location. This field will only allow the selection of customer and operating companies as defined in COM:Company form. The company takes part in the row level security where only support staff with access to the company can view the record.
PBM_Impacted_Areas 200000012 Region Region Stores the name of the region of the problem location. It is set by workflow when a site is selected.
PBM_Impacted_Areas 200000007 Site Group Site Group Stores the name of the site group of the problem location. It is set by workflow when a site is selected.
PBM_Impacted_Areas 260000001 Site Site Stores the name of the site of the problem location.
PBM_Impacted_Areas 1000000010 Organization Organization Stores the name of the organization that the requester belongs to. It is set when the requester information is returned from the People form.
PBM_Impacted_Areas 200000006 Department Department Stores the name of the department that the requester belongs to. It is set when the requester information is returned from the People form.
PBM_Impacted_Areas 1000000001 Company Company Stores the name of the company of the problem location. This field will only allow the selection of customer and operating companies as defined in COM:Company form. The company takes part in the row level security where only support staff with access to the company can view the record.
PBM_Impacted_Areas 200000012 Region Region Stores the name of the region of the problem location. It is set by workflow when a site is selected.
PBM_Impacted_Areas 200000007 Site Group Site Group Stores the name of the site group of the problem location. It is set by workflow when a site is selected.
PBM_Impacted_Areas 260000001 Site Site Stores the name of the site of the problem location.
PBM_Impacted_Areas 1000000010 Organization Organization Stores the name of the organization that the requester belongs to. It is set when the requester information is returned from the People form.
TMS_AssocSummaryDataJoin 10007000 TaskOrTaskGroup_Name Name The Name of the associated Task record. Actual data stored is on TMS:SummaryData
TMS_AssocSummaryDataJoin 10003023 TaskOrTaskGroup_RequestID ID The Task ID of the associated Task record. Actual data stored is on TMS:SummaryData
TMS_AssocSummaryDataJoin 10003034 TaskOrTaskGroupStatus Status The Status of the associated Task record. Actual data stored is on TMS:SummaryData
View/Table FieldID Field_Name Label Purpose
RKM:KnowledgeArticleManager 302300502 ArticleTitle Title The title of the article
RKM:KnowledgeArticleManager 302300507 DocID Article ID The unique identifier of the article
RKM:KnowledgeArticleManager 302300505 ArticleVersion Version The version of the article
RKM:VF_FileSystem This data is actually stored as a file Problem A description of the problem
RKM:VF_FileSystem This data is actually stored as a file Solution A description of the solution for the problem
RKM:VF_FileSystem This data is actually stored as a file Technical Notes Any technical notes for the article
RKM:KnowledgeArticleManager 1000000001 COMPANY Company The company that uses the article
RKM:KnowledgeArticleManager 302300527 ARTICLEAUTHOR Author+ The author of the article
RKM:KnowledgeArticleManager 302301262 ARTICLE_KEYWORDS Keywords Keywords used in search for the article
RKM:KnowledgeArticleManager 200000012 REGION Region The region that uses the article
RKM:KnowledgeArticleManager 200000007 SITE_GROUP Site Group The site group that uses the article
RKM:KnowledgeArticleManager 260000001 SITE Site The site that uses the article
2621-RKM:KnowledgeSources 302300540 ARTICLELANGUAGE Article Language The language of the article
RKM:KnowledgeArticleManager 302300530 ARTICLEBUSINESSSERVICE Business Service
RKM:KnowledgeArticleManager 302312186 INTERNALARTICLEINDICATION Internal Use
RKM:KnowledgeArticleManager 302300512 CURRENTASSIGNEEGROUP Assigned Group+ Indicates to which group in the support organization of the article assignment that the ticket is assigned to. Assignments can either be set at the group or individual level. It can either be set manually or through the assignment configuration form. The Assigned Support Company (1000000251) and Assigned Support Organization (1000000014) fields are also part of the Assigned Group structure and are hidden fields.
RKM:KnowledgeArticleManager 302300513 CURRENTASSIGNEENAME Assigne+ Indicates to which person in the assigned support group of the article assignment the ticket is assigned. Assignments can either be set at the group or individual level. It can either be set manually or through the assignment configuration form.
RKM:KnowledgeArticleManager 302300529 Z1D_ARTICLESTATUSDISPLAY Status
RKM:KnowledgeArticleManager N/A File Name File name for an attachment to the article
RKM:KnowledgeArticleManager N/A File Size Indicates the file size of the attachment
RKM:KnowledgeArticleManager N/A Attach Label Indicates if it is the first, second or third attachment
RKM:UpdateRequests 302260501 Update Request Type Type Indicates the Update Request Type
RKM:UpdateRequests 302301056 RequestSummary Summary Provides a free text entry area where the user can enter a brief summary about the request update
RKM:UpdateRequests 7 Status Status Indicates the status of the request update
RKM:UpdateRequests 3 Create Date Submit Date The date the request update entry was made
RKM:UpdateRequests 302300505 ArticleVersion Article Version The article version for the request update is for
RKM:KnowledgeArticleManager 304247080 Z1D_NOTE Summary Display only field for entering the summary of the request update
RKM:KnowledgeArticleManager 304247090 Z1D_ATTACHEDFILENAME Attachment Field where an attachment can be added for the request update
RKM:KnowledgeArticleManager 1000000010 ORGANIZATION Organization The organization that uses the article
RKM:KnowledgeArticleManager 200000006 DEPARTMENT Department The department that uses the article
RKM:KnowledgeArticleManager 1000000063 OPERATIONAL_CATEGORIZATION_TIER_1 Operational Tier 1 The operational category tied to the article
RKM:KnowledgeArticleManager 1000000064 OPERATIONAL_CATEGORIZATION_TIER_2 Operational Tier 2 The operational category tied to the article
RKM:KnowledgeArticleManager 1000000065 OPERATIONAL_CATEGORIZATION_TIER_3 Operational Tier 3 The operational category tied to the article
RKM:KnowledgeArticleManager 200000003 PRODUCT_CATEGORIZATION_TIER_1 Product Tier 1 The product category tied to the article
RKM:KnowledgeArticleManager 200000004 PRODUCT_CATEGORIZATION_TIER_2 Product Tier 2 The product category tied to the article
RKM:KnowledgeArticleManager 200000005 PRODUCT_CATEGORIZATION_TIER_3 Product Tier 3 The product category tied to the article
RKM:KnowledgeArticleManager 240001002 PRODUCT_NAME Product Name+ The product category tied to the article
2668-RKM:KAM_Detail_Join 240001005 MODELVERSION Model/Version The product category tied to the article
RKM:KnowledgeArticleManager 240001003 MANUFACTURER Manufacturer The product category tied to the article
RKM:Associations 1000000208 Association Type01 Relationship Type Indicates the type of Relationship (Related To, Caused By, etc.)
RKM:Associations 1000000211 Request Type01 Request Type Indicates the type of Request (Incident, Change, Problem, CI, etc.) associated to the task
RKM:Associations 1000000206 RelatedEntityDescription Title Summary from the associated Request record
RKM:KnowledgeArticleManager 2 SUBMITTER Submitter A person who created the article. By default, the submitter is the ID under which the user is logged-in.
2621-RKM:KnowledgeSources 3 CREATE_DATE Submit Date The date on which the article was made.
RKM:KnowledgeArticleManager 5 LAST_MODIFIED_BY Last Modified By The person who most recently updated the article.
RKM:KnowledgeArticleManager 6 MODIFIED_DATE Modified Date The date on which the article was most recently updated.
RKM:KnowledgeArticleManager 302300542 ARTICLE_OWNER_GROUP Owner Group+ The Owner Group of the article
RKM:KnowledgeArticleManager 302300541 ARTICLEOWNERNAME Owner The Owner of the article
RKM:KnowledgeArticleManager 302300503 ARTICLEFORM Article Form
RKM:KnowledgeArticleManager 302300533 Z1D_SOURCENAMELOCALIZED (Source Name) Source Name
RKM:KnowledgeArticleManager 302311158 ARTICLE_EXPIRATION_DATE Article Expiration Date The expiry date of the article
RKM:Feedback 302300044 VIEWFEEDBACKSCOPE View Feedback Scope
RKM:Feedback 302300505 ArticleVersion Version
RKM:Feedback 302300037 FeedbackScoreNum Rating The rating of the feedback
RKM:KnowledgeArticleManager 302300051 z1D_FeedbackScoreStringLocale Rating Description Display only field to show the localized value for the feedback description. The data is stored in field FeedbackScoreString (302300030) on the RKM:Feedback form
RKM:KnowledgeArticleManager 304247080 Z1D_NOTE Summary Display only field for entering request update summary. This data gets pushed to the RKM:UpdateRequests form and associated based on Article GUID as a foreign key.
RKM:KnowledgeArticleManager 304247090 Z1D_ATTACHEDFILENAME Attachment Display only field for file attachments. This data gets pushed to the RKM:UpdateRequests form and associated based on Article GUID as a foreign key
RKM:KnowledgeArticleManager 304247240 Z1D_FILENAMEATTACH2 Attachment2 Display only field for file attachments. This data gets pushed to the RKM:UpdateRequests form and associated based on Article GUID as a foreign key
RKM:KnowledgeArticleManager 304247250 Z1D_FILENAMEATTACH3 Attachment3 Display only field for file attachments. This data gets pushed to the RKM:UpdateRequests form and associated based on Article GUID as a foreign key
RKM:KnowledgeArticleManager 304247210 Z1D_WORK_LOG_TYPE Update Request Type* Display only field for Update Request Type. This data gets pushed to the RKM:UpdateRequests form and associated based on Article GUID as a foreign key.
RKM:KnowledgeArticleManager 301398800 Z1D_DETAILS Request Details* Display only field for entering request update details This data gets pushed to the RKM:UpdateRequests form and associated based on Article GUID as a foreign key.
RKM:ArticleHistory 302311192 History Event Event Indicates the type of event. Values are: Status Change, Assignment, Update, Create, New Version
RKM:ArticleHistory 302311194 EventTime Time The date/time the event took place
RKM:ArticleHistory 302311193 Changed By Changed By The person that implemented the change
RKM:ArticleHistory 302300573 PreviousValue From The original value
RKM:ArticleHistory 302300500 NewValue To The new value
View/Table FieldID Field_Name Label Purpose
TMS_Task 10007000 TaskName Name* Identifies the name of the task
TMS_Task 8 Summary Summary* Stores the Summary of a task
TMS_Task 10000101 Notes Notes Provides a free text entry area where the user can enter any special, descriptive information about the incident.
TMS_Task 10007122 Priority Priority This field contains a descriptive priority (for example, Critical) and is derived from the parent record (RootRequestID).
TMS_Task 1 Task ID Task ID Unique Identifier visble to the user. There is another unique identifier (Field 179 - InstanceId) that is used internally for associations.
TMS_Task 10001980 TaskType Type* Available selections are Manual or Automatic (Automatic has special workflow that gets triggered)
TMS_Task 7 Status Status* Indicates the status of the task. The status indicates what state the task is in.
TMS_Task 10001820 z1D_StatusReasonDisplay Status Reason Displays the localized value of the Status Reason. The actual value is stored in the hidden StatusReasonSelection (10003018) field.
TMS_Task 10000006 RootRequestID Request ID Parent ID from where the task was created from.
TMS_Task 1000000001 Location Company Company*+ Stores the Company where the task is taking place
TMS_Task 200000012 Region Region Stores the Region where the task is taking place
TMS_Task 200000007 Site Group Site Group Stores the Site Group where the task is taking place
TMS_Task 260000001 Site Site+ Stores the Site where the task is taking place
TMS_Task 1000000038 Location Address Address A display only field that shows the physical address of the Site. It is a concatenation of the Street, City, State Province, Zip/Postal Code and Country fields from the SIT:Site form.
TMS:Task 1000000082 Company Requester Company+ Company of the Requester
TMS:Task 1000000019 First Name First Name+ First Name of the Requester
TMS:Task 300810110 Middle Name Middle Name Middle Name of the Requester
TMS:Task 1000000018 Last Name Last Name+ Last Name of the Requester
TMS:Task 1000000056 Phone Number Phone Number+ Phone Number of the Requester
TMS:Task 1000000010 Organization Organization Organization of the Requester
TMS:Task 200000006 Department Department Department of the Requester
TMS:Task 1000000342 Support Organization Support Organization Support Organization of the Requester
TMS:Task 1000000341 Support Group Name Support Group Name Support Group Name of the Requester
TMS:Task 1000000082 Customer Company Company+ Company of the Requested For person
TMS:Task 1000000019 Customer First Name First Name+ First Name of the Requested For person
TMS:Task 300810110 Customer Middle Name Middle Name Middle Name of the Requested For person
TMS:Task 1000000018 Customer Last Name Last Name+ Last Name of the Requested For person
TMS:Task 1000000056 Customer Phone Number Phone Number+ Phone Number of the Requested For person
TMS:Task 1000000010 Customer Organization Organization Organization of the Requested For person
TMS:Task 200000006 Customer Department Department Department of the Requested For person
TMS:Task 1000000063 Service Cat Tier 1 Tier 1+ The categorization multi-tiered menu structure is used to simulate a two or three tiered menu structure that will return the categorization type. Tier 1 provides the most generic categorization type. The operational categorization structure is used across the entire ITSM application.
TMS:Task 1000000064 Service Cat Tier 2 Tier 2 The categorization multi-tiered menu structure is used to simulate a two or three tiered menu structure that will return the categorization type. Tier 2 provides a more specific categorization type. The operational categorization structure is used across the entire ITSM application.
TMS:Task 1000000065 Service Cat Tier 3 Tier 3 The categorization multi-tiered menu structure is used to simulate a two or three tiered menu structure that will return the categorization type. Tier 3, if used, provides the most specific categorization type. The operational categorization structure is used across the entire ITSM application.
TMS:Task 1000001270 Product Cat Tier 1 Tier 1 The Product Categorization multi-tiered menu structure is used to simulate a two or three tiered menu structure that will return the product categorization type. Tier 1 provides the most generic product type. The product categorization structure is used across the entire ITSM application.
TMS:Task 1000001271 Product Cat Tier 2 Tier 2 The Product Categorization multi-tiered menu structure is used to simulate a two or three tiered menu structure that will return the product categorization type. Tier 2 provides a more specific product type. The product categorization structure is used across the entire ITSM application.
TMS:Task 1000001272 Product Cat Tier 3 Tier 3 The Product Categorization multi-tiered menu structure is used to simulate a two or three tiered menu structure that will return the product categorization type. Tier 3 provides the most specific product type. The product categorization structure is used across the entire ITSM application.
TMS:Task 1000002268 Product Name Product Name+ Used to specifically identify either the model type or version number of the product that has been selected.
TMS:Task 1000002269 Product Model/Version Model/Version The specific product name. It is used with the Produce Categorization menus to more specifically define a product categorization.
TMS:Task 1000002270 Manufacturer Manufacturer The product manufacturer's name. This field is set by backend workflow.
TMS:Task 1000000251 Support Company Assignee Company The Assigned Company for the Assigned Group working the task
TMS:Task 1000000014 Assignee Organization Assignee Organization The Assigned Organization for the Assigned Group working the task
TMS:Task 10002506 Assignee Group Assignee Group+ The name of the Assigned Group working the task
TMS:Task 10010413 Assignee Assignee+ The name of the individual working the task
TMS:Task 10001971 Notify Assignee Notify Assignee Specifies if notification will be sent out to the Assignee.
TMS:Task 260000104 EffortTrackingStartTime Start Time Used when calculating the effort time for the task (data not stored). Is populated when the 'Start Clock' button is pressed. When the task is saved, the difference (Start vs End) is calculated and added to the Total Time.
TMS:Task 260000105 EffortTrackingEndTime End Time Used when calculating the effort time for the task (data not stored). Is populated when the 'Stop Clock' button is pressed.
TMS:Task 1000002504 z1D_EffortTrackingTimeSpentHours Time Spent Hours Used when calculating the effort time for the task (data not stored). Users will enter value to be calculated.
TMS:Task 260000129 z1D_EffortTrackingTimeSpentMinutes Minutes Used when calculating the effort time for the task (data not stored). Users will enter value to be calculated.
TMS:Task 10003164 EffortTrackingTotalTimeSpentHours Total Time Hours Stores the Total number of hours of effort time for the task
TMS:Task 300265600 EffortTrackingTotalTimeSpentMinutes Minutes Stores the Total number of hours of effort time for the task
TMS:Task 10001824 z1D_WorkInfoType Work Info Type Display only field for Work Info Type. This data gets pushed to the TMS::WorkInfo form and associated based on Incident Number as a foreign key
TMS:Task 10001846 z1D_WorkInfoDate Date Display only field for date on which the Work Info entry was made.
TMS:Task 10001854 z1D_CommunicationSource Source Display only field indicating the source of the work info
TMS:Task 10001825 z1D_WorkInfoSummary Summary Display only field for providing a free text entry area where the user can enter a brief summary about the Work Info
TMS:Task 10001826 z1D_WorkInfoNotes Work Info Notes Display only field for providing a free text entry area where the user can enter any descriptive information about the Work Info
TMS:Task 10001828 z1D_WorkInfoSecureLog Locked Display only field for Locked flag. If set to Yes, it is not editable. This data gets pushed to the HPD:WorkLog form and associated based on Incident Number as a foreign key
TMS:Task 10001829 z1D_WorkInfoViewAccess View Access Display only field for View Access flag. If set to Internal the Work Info record will not be viewable by the Customer. This data gets pushed to the HPD:WorkLog form and associated based on Incident Number as a foreign key
TMS:WorkInfo 10001950 WorkInfoType Type Indicates the Work Info Type
TMS:WorkInfo 10006800 Summary Summary Provides a free text entry area where the user can enter a brief summary about the Work Info
TMS:WorkInfo 10001959 Number of Attachments Files Number of attachments for the Work Info record
TMS:WorkInfo 10001962 WorkInfoSubmitDate Date The date on which the Work Info entry was made.
The table is referencing the TMS:Relationships form (using InstanceId as the foreign key which is mapped to ID02 on TMS:Relationships)
TMS:Relationships 1000000208 Association Type01 Relationship Type Indicates the type of Relationship (Related To, Caused By, etc.)
TMS:Relationships 1000000211 Request Type01 Request Type Indicates the type of Request (Incident, Change, Problem, CI, etc.) associated to the task
TMS:Relationships 1000000206 Request Desciption01 Summary Summary from the associated Request record
TMS:Relationships 7 Status Status Status of the assocated Request record
TMS:Relationships 10001881 Attribute1 Attribute Type The relationship attribute of the relationship. The values can be SOURCE or TARGET
TMS:Relationships 10001883 Attribute3 Action Attribute The action attribute of the relationship. The values can be INSTALL or UNINSTALL
TMS:Task 1000000350 Scheduled Start Date Scheduled Start Date+ The scheduled start date of the task
TMS:Task 1000000362 Scheduled End Date Scheduled End Date+ The scheduled end date of the task
TMS:Task 10003175 TimeSegmentAction Time Segment Action Display only field to show available Time Segments to be applied when the Execute button is pressed
TMS:Task 10003020 Assign Time Assign Time The date the task was assigned
TMS:Task 1000000348 Actual Start Date Actual Start Date+ The actual start date of the task
TMS:Task 1000000364 Actual End Date Actual End Date+ The actual end date of the task
TMS:Task 10003021 Activate Time Activate Time The date the task was activated (Workflow from the parent record will active the task based on the status)
TMS:Task 3 Create Date Create Date The create date of the task
TMS:Task 10010315 Duration in Minutes Duration in Minutes The number of minutes between the date the task was closed and date the task was activated.
TMS:Task 6 Modified Date Modified Date The date the task was last modified
TMS:Task 2 Submitter Submitter A person who reports a problem. By default, the submitter is the ID under which the user is logged-in.
TMS:Task 5 Last Modified By Last Modified By The person who most recently updated the problem or request record.
View/Table FieldID Field_Name Label Purpose
PBM_Known_Error 1000000979 Known Error ID Known Error ID*+ A system generated, unique identification number for each known error record. The Known Error ID is used across the ITSM application.
PBM_Known_Error 1000000217 Assigned Group Coordinator Group*+ Indicates to which group in the support organization structure of the known error assignment. Assignments can either be set at the group or individual level.It can either be set manually or through the assignment configuration form. The Support Company Pblm Mgr (1000000834) and Support Organization Pblm Mgr (1000000835) fields are also part of the Assigned Group structure. The Support Organization Pblm Mgr is hidden. There must be one person with a functional role of problem coordinator who is a member of the support group.
PBM_Known_Error 1000000837 Assigned Group Pblm Mgr Problem Coordinator+ Indicates to which person in the assigned support group of the problem coordinator assignment the ticket is assigned. Assignments can either be set at the group or individual level. It can either be set manually or through the assignment configuration form. The user must have the functional role of Problem Coordinator defined for one of their associated support groups.
PBM_Known_Error 1000000001 Company Known Error Location+ Stores the name of the company that the known error relates to. This field will only allow the selection of customer and operating companies as defined in COM:Company form. The company takes part in the row level security where only support staff with access to the company can view the record.
PBM_Known_Error 303497300 ServiceCI Service+ Stores the Business Service CI associated to the Known Error The Service CI must be mapped to the Customer to be available in the menu.
PBM_Known_Error 1000000000 Description Summary* Stores the Summary of an Known Error. It is used across many parts of the ITSM application where the known error record is displayed.
PBM_Known_Error 1000000151 Detailed Decription Notes* Provides a free text entry area where the user can enter any special, descriptive information about the known error.
PBM_Known_Error 303497400 PKE_CI CI+ Stores the Primary CI (that is not the Service CI) associated to the Incident. The CI must be mapped to the Customer to be available in the menu.
PBM_Known_Error 1000000761 View Access View Access A flag that indicates whether the known error can be viewed by everyone with access to the system, including requesters, or if it is available only to users within the organization. This is for informational purposes.
PBM_Known_Error 1000001469 Searchable Searchable A flag that indicates whether the known error is viewable in Incident Management.
PBM_Known_Error 1000001571 Target Resolution Date Target Date* The date by which the known error is targeted to be resolved.
PBM_Known_Error 1000000163 Impact Impact* This field is used to indicate the scope of the known error record. The default value are: Extensive/Widespread, Significant/Large, Moderated/Limited, and Minor/Localized. It is used with impact to determine priority and priority weight through the problem rules form.
PBM_Known_Error 1000000162 Urgency Urgency* This field is used to indicate whether the urgency of the known error is Critical, High, Medium, or Low. It is used with impact to determine priority and priority weight through the problem rules form.
PBM_Known_Error 1000000164 Priority Priority* This field contains a descriptive priority (for example, Critical) and is derived from the values entered in the Urgency and Impact fields. The priority mapping can be set in the problem rules form.
PBM_Known_Error 1000000217 Assigned Group Assigned Group+ Indicates to which group in the support organization of the problem assignment that the ticket is assigned to. Assignments can either be set at the group or individual level. It can either be set manually or through the assignment configuration form.The Assigned Support Company (1000000251) and Assigned Support Organization (1000000014) fields are also part of the Assigned Group structure and are hidden fields.
PBM_Known_Error 1000000218 Assignee Assignee Indicates to which person in the assigned support group of the known error assignment the ticket is assigned. Assignments can either be set at the group or individual level. It can either be set manually or through the assignment configuration form.
PBM_Known_Error 1000000396 Vendor Name Vendor Stores the vendor company's name.
PBM_Known_Error 1000000652 Vendor Ticket Number Vendor Ticket Number Stores an external vendor’s ticket number. This is an informational field only.
PBM_Known_Error 7 Known Error Status Status Indicates the status of the Known Error. The status indicates what state the known error record is in. It is set by the user directly on the field.
PBM_Known_Error 1000000881 z1D_Status_Reason Status Reason Displays the localized value of the Status Reason. The actual value is stored in the hidden Status_Reason (1000000150) field.
PBM_Known_Error 1000000855 Temporary Workaround Workaround A free text entry field where the user can type a description of the problem workaround, if one exists.
PBM_Known_Error 1000000156 Resolution Resolution A free text entry field in which the user describes the permanent corrective action for the known error.
PBM_Known_Error_WorkLog 1000000170 Work Log Type Type Indicates the Work Info Type
PBM_Known_Error_WorkLog 1000000000 Description Summary Provides a free text entry area where the user can enter any descriptive information about the Work Info
PBM_Known_Error_WorkLog 1000000365 Number of Attachments Files Number of attachments for the Work Info record
PBM_Known_Error_WorkLog 1000000157 Work Log Submit Date Submit Date The date on which the Work Info entry was made.
PBM_Known_Error 304247080 z1D_Notes Notes: Display only field for entering Work Info notes. This data gets pushed to the PBM:Known Error WorkLog form and associated based on Problem ID as a foreign key.
PBM_Known_Error 304247090 z1D_AttachedFileName Attachment: Display only field for file attachments. This data gets pushed to the PBM:Known Error WorkLog form and associated based on Problem ID as a foreign key.
PBM_Known_Error 304247240 z1D_FileNameAttach2 Attachment #2 Display only field for file attachments. This data gets pushed to the PBM:Known Error WorkLog form and associated based on Problem ID as a foreign key.
PBM_Known_Error 304247250 z1D_FileNameAttach3 Attachment #3 Display only field for file attachments. This data gets pushed to the PBM:Known Error WorkLog form and associated based on Problem ID as a foreign key.
PBM_Known_Error 304247210 z1D_Work Log Type Work Info Type Display only field for Work Info Type. This data gets pushed to the PBM:Known Error WorkLog form and associated based on Incident Number as a foreign key
PBM_Known_Error 304247260 Z1D_Editable Locked Display only field for Locked flag. If set to Yes, it is not editable. This data gets pushed to the PBM:Known Error WorkLog form and associated based on Incident Number as a foreign key
PBM_Known_Error 304260140 View Accessible View Access Display only field for View Access flag. If set to Internal the Work Info record will not be viewable by the Customer. This data gets pushed to the PBM:Known Error WorkLog form and associated based on Incident Number as a foreign key
PBM:Known Error Associations 1000000208 Association Type01 Relationship Type Indicates the type of Relationship (Related To, Caused By, etc.)
PBM:Known Error Associations 1000000211 Request Type01 Request Type Indicates the type of Request (Incident, Change, Problem, CI, etc.) associated to the Problem
PBM:Known Error Associations 1000000206 Request Description01 Request Summary Summary from the associated Request record
PBM:Known Error Associations 301569500 ConsolidatedStatus Status Status of the assocated Request record
PBM:Known Error Associations 1000005080 Start Date 01 Start Date Start Date of the associated Request record if applicable
PBM:Known Error Associations 1000005084 End Date 01 End Date End Date of the associated Request record if applicable
PBM_Known_Error 1000000866 Workaround Determined On Workaround Determined On Stores the date and time on which a workaround was determined. It is set with the timestamp when a workaround is provided.
PBM_Known_Error 1000002496 Corrective Action Determined Corrective Action Determined Stores the date and time on which the corrective action was determined. It is set with the timestamp when a resolution is provided.
PBM_Known_Error 303598300 Last Corrected Date Last Corrected Date Stores the date and time on status of the known error was set to Corrected
PBM_Known_Error 2 Submitter Submitter A person who creates the known error record. By default, the submitter is the ID under which the user is logged-in.
PBM_Known_Error 3 Submit Date Submit Date The date on which the known error entry was made.
PBM_Known_Error 5 Last Modified By Last Modified By The person who most recently updated the known error record.
PBM_Known_Error 6 Last Modified Date Last Modified Date The date on which the known error record was most recently updated.
PBM_Known_Error 1000000834 Support Company Pblm Mgr Coordinator Group Company Indicates the support company of the problem coordinator assignment. It is a part of the problem coordinator assignment structure that can be set on the known error form or through the assignment configuration form.
PBM_Known_Error 1000000063 Categorization Tier 1 Tier 1+ The categorization multi-tiered menu structure is used to simulate a two or three tiered menu structure that will return the categorization type. Tier 1 provides the most generic categorization type. The operational categorization structure is used across the entire ITSM application.
PBM_Known_Error 1000000064 Categorization Tier 2 Tier 2 The categorization multi-tiered menu structure is used to simulate a two or three tiered menu structure that will return the categorization type. Tier 2 provides a more specific categorization type. The operational categorization structure is used across the entire ITSM application.
PBM_Known_Error 1000000065 Categorization Tier 3 Tier 3 The categorization multi-tiered menu structure is used to simulate a two or three tiered menu structure that will return the categorization type. Tier 3, if used, provides the most specific categorization type. The operational categorization structure is used across the entire ITSM application.
PBM_Known_Error 200000003 Product Categorization Tier 1 Tier 1 The Product Categorization multi-tiered menu structure is used to simulate a two or three tiered menu structure that will return the product categorization type. Tier 1 provides the most generic product type. The product categorization structure is used across the entire ITSM application.
PBM_Known_Error 200000004 Product Categorization Tier 2 Tier 2 The Product Categorization multi-tiered menu structure is used to simulate a two or three tiered menu structure that will return the product categorization type. Tier 2 provides a more specific product type. The product categorization structure is used across the entire ITSM application.
PBM_Known_Error 200000005 Product Categorization Tier 3 Tier 3 The Product Categorization multi-tiered menu structure is used to simulate a two or three tiered menu structure that will return the product categorization type. Tier 3 provides the most specific product type. The product categorization structure is used across the entire ITSM application.
PBM_Known_Error 240001002 Product Name Product Name+ The specific product name. It is used with the Produce Categorization menus to more specifically define a product categorization.
PBM_Known_Error 240001005 Product Model/Version Model/Version Used to specifically identify either the model type or version number of the product that has been selected.
PBM_Known_Error 240001003 Manufacturer Manufacturer The product manufacturer's name. This field is set by backend workflow.
TMS_AssocSummaryDataJoin 10007000 TaskOrTaskGroup_Name Name The Name of the associated Task record. Actual data stored is on TMS:SummaryData
TMS_AssocSummaryDataJoin 10003023 TaskOrTaskGroup_RequestID ID The Task ID of the associated Task record. Actual data stored is on TMS:SummaryData
TMS_AssocSummaryDataJoin 10003034 TaskOrTaskGroupStatus Status The Status of the associated Task record. Actual data stored is on TMS:SummaryData
View/Table FieldID Field_Name Label Purpose
CHG_Infrastructure_Change 1000000182 Change ID*+ Change ID*+ A system generated number that uniquely identifies the change.   The change ID is used across the ITSM application as a foreign key.
CHG_Infrastructure_Change 1000003229 ASGRP Coordinator Group*+ Indicates to which group in the support organization structure of the change coordinator assignment. Assignments can either be set at the group or individual level.   It can either be set manually or through the assignment configuration form. The ASCPY (1000003228) and ASORG (1000003227) fields are also part of the Assigned Group structure.  ASORG is  hidden. There must be one person with a functional role of change coordinator who is a member of the support group.
CHG_Infrastructure_Change 1000003230 ASCHG Change Coordinator+ Indicates to which person in the assigned support group of the change coordinator assignment the ticket is assigned. Assignments can either be set at the group or individual level.  It can either be set manually or through the assignment configuration form. The user must have the functional role of Change Coordinator defined for one of their associated support groups.
CHG_Infrastructure_Change 303935100 z1D_Change_Location Change Location A display only field that shows the Site name based on the requester on the CTM:People form (field called Site with ID 260000001)
CHG_Infrastructure_Change 303497300 ServiceCI Service+ Stores the Business Service CI associated to the Problem.  The Service CI must be mapped to the Customer to be available in the menu.
CHG_Infrastructure_Change 303558600 z1D_Template_Name Template+ Display only field to show available Incident Templates to be applied.  Not applicable for reporting
CHG_Infrastructure_Change 1000000000 Description Summary* Stores the Summary of a Change. It is used across many parts of the ITSM application where the change record is displayed.
CHG_Infrastructure_Change 1000000151 Detailed Description Notes Provides a free text entry area where the user can enter any special, descriptive information about the change.
CHG_Infrastructure_Change 1000000568 Change Timing Class* A selection field where user indicates the type of change. Class include: Emergency, Expedited, Latent, Normal, No Impact and Standard.
CHG_Infrastructure_Change 1000000294 Reason For Change Change Reason A selection field where user indicates the reason for the change. Change Reason include: Fix/Repair, New Functionality, Maintenance, Upgrade or Other.
CHG_Infrastructure_Change 303924000 Change Target Date Target Date The date by which the change is targeted to be completed.
CHG_Infrastructure_Change 1000000163 Impact Impact* This field is used to indicate the scope of the change record. The default value are: Extensive/Widespread, Significant/Large, Moderated/Limited, and Minor/Localized. It is used with impact to determine priority and priority weight through the change rules form.
CHG_Infrastructure_Change 1000000162 Urgency Urgency* This field is used to indicate whether the urgency of the change is Critical, High, Medium, or Low. It is used with impact to determine priority and priority weight through the change rules form.
CHG_Infrastructure_Change 1000000164 Priority Priority This field contains a descriptive priority (for example, Critical) and is derived from the values entered in the Urgency and Impact fields.  The priority mapping can be set in the change rules form.
CHG_Infrastructure_Change 1000000180 Risk Level Risk Level* This field is used to indicate the risk level of the change record. It can be manually selected or derived based on Risk Assessment Questions.
CHG_Infrastructure_Change 303502600 z1D Status Status* Displays the localized value of the Status. The actual value is stored in the hidden Change Request Status (7) field.
CHG_Infrastructure_Change 1000000881 z1D Status Reason Status Reason Displays the localized value of the Status Reason. The actual value is stored in the hidden Status_Reason (1000000150) field.
CHG_Infrastructure_Change 1000000015 Support Group Name Manager Group*+ Indicates to which group in the support organization structure of the change manager assignment.  Assignments can either be set at the group or individual level. It can either be set manually or through the assignment configuration form.   The Company3 (1000003228) and Support Organization (1000003227) fields are also part of the Assigned Group structure. Support Organization is hidden.  There must be one person with a functional role of change manager who is a member of the support group.
CHG_Infrastructure_Change 1000000403 CAB Manager ( Change Co-ord ) Change Manager+ Indicates to which person in the assigned support group of the change manager assignment the ticket is assigned. Assignments can either be set at the group or individual level.  It can either be set manually or through the assignment configuration form. The user must have the functional role of Change Manager defined for one of their associated support groups.
CHG_Infrastructure_Change 1000003663 Vendor Group Vendor Group+ Indicates to which group in the support organization structure of the vendor.   The Vendor Name (1000000396) and Vendor Organization (1000003662) fields are also part of the Group structure.  The Vendor Name and Vendor Organization fields are hidden.
CHG_Infrastructure_Change 1000000652 Vendor Ticket Number Vendor Ticket Number Stores an external vendor’s ticket number. This is an informational field only.
The table is referencing the CHG:WorkLog form (using Change ID as the foreign key)
CHG_WORKLOG 1000000170 Work Log Type Type Indicates the Work Info Type
CHG_WORKLOG 1000000000 Description Summary Provides a free text entry area where the user can enter any descriptive information about the Work Info
CHG_WORKLOG 1000000365 Number of Attachments Files Number of attachments for the Work Info record
CHG_WORKLOG 1000000157 Work Log Submit Date Submit Date The date on which the Work Info entry was made.
CHG_WORKLOG 304247080 z1D_Notes Notes: Display only field for entering Work Info notes.  This data gets pushed to the CHG:WorkLog form and associated based on Change ID as a foreign key
CHG_WORKLOG 304247090 z1D_AttachedFileName Attachment: Display only field for file attachments.  This data gets pushed to the CHG:WorkLog form and associated based on Change ID as a foreign key
CHG_WORKLOG 304247240 z1D_FileNameAttach2 Attachment #2 Display only field for file attachments.  This data gets pushed to the CHG:WorkLog form and associated based on Change ID as a foreign key
CHG_WORKLOG 304247250 z1D_FileNameAttach3 Attachment #3 Display only field for file attachments.  This data gets pushed to the CHG:WorkLog form and associated based on Change ID as a foreign key
CHG_WORKLOG 304247210 z1D_Work Log Type Work Info Type Display only field for Work Info Type.  This data gets pushed to the CHG:WorkLog form and associated based on Change ID as a foreign key
CHG_WORKLOG 304247260 Z1D_Editable Locked Display only field for Locked flag.  If set to Yes, it is not editable.  This data gets pushed to the CHG:WorkLog form and associated based on Change ID as a foreign key
CHG_WORKLOG 1000000761 View Accessible View Access Display only field for View Access flag.  If set to Internal the Work Info record will not be viewable by the Customer.  This data gets pushed to the CHG:WorkLog form and associated based on Change ID as a foreign key
CHG_WORKLOG 1000003143 Approval Phase Name Approval Phase Indicates the approval phase for the change.  This field is used to filter the table below.
CHG_WORKLOG 301325200 z1D_Approval_Status Show Indicate the status of the approval record.  This field is used to filter the table below.
The table is referencing the CHG:ChangeAPDetailSignature join form
CHG_ChangeAPDetailSignature 13191 Approval Status2 Approval Status Indicates the status of the approval record.  Data is stored on AP:Signature in field Approval Status (7)
CHG_ChangeAPDetailSignature 13207 APApprovers Approvers Specifies the approver's login IDs for the approval record. Data is stored on AP:Signature in field Approvers (13207)
CHG_Infrastructure_Change 303723100 z1D_ApproverName Name Specifies the approver names  for the approval record. Data is stored on AP:Signature in field Approvers (13207)
CHG_ChangeAPDetailSignature 13206 Alternate Signature Alternate Signature Specifies the alternate person that approved the the approval record, if applicable. Data is stored on AP:Signature in field Approvers (13206)
Tasks and Task Groups table references
TMS_AssocSummaryDataJoin 10007303 Child Type Type The Type of Task.  Typically it will be either Task or Task group.  Data is stored on the TMS:Association form.
TMS_AssocSummaryDataJoin 10007000 TaskOrTaskGroup_Name Name The name of the task or task group.  Data is stored on the TMS:SummaryData form.
TMS_AssocSummaryDataJoin 10003023 TaskOrTaskGroup_RequestID ID The request ID of the task or task group.  Data is stored on the TMS:SummaryData form.
TMS_AssocSummaryDataJoin 10007304 Instance Number Instance Unique identifier of the task or task group.  Data is stored on the TMS:SummaryData form.
TMS_AssocSummaryDataJoin 10003022 Sequence Sequence The sequence of the task or task group.  Data is stored on the TMS:SummaryData form.
TMS_AssocSummaryDataJoin 10003034 TaskOrTaskGroupStatus Status The status of the task or task group.  Data is stored on the TMS:SummaryData form.
CHG_Infrastructure_Change 1000000211 Request Type01 Request Type Allows users to select the kind of Task to relate to the Change record. Selection values include Ad Hoc, Task Template and Task Group Template
Work Info of Selected Task table references
TMS_WorkInfo 10001950 WorkInfoType Type Indicates the Work Info Type
TMS_WorkInfo 10006800 Summary Summary Provides a free text entry area where the user can enter any descriptive information about the Work Info
TMS_WorkInfo 10001959 Number of Attachments Files Number of attachments for the Work Info record
TMS_WorkInfo 10001954 WorkInfoDate Date The date manually specfied in the Work Info record.
TMS_WorkInfo 10001951 Communication Source Source Indicates the source of the work info
TMS_WorkInfo 10001953 Secture Log Locked If set to Yes, it is not editable.
TMS_WorkInfo 10001963 WorkInfoSubmitDate Submit Date The submit date of the work info entry.
Children of Selected Task Group table references
TMS_AssocSummaryDataJoin 10007000 TaskOrTaskGroup_Name Name The name of the task or task group.  Data is stored on the TMS:SummaryData form.
TMS_AssocSummaryDataJoin 10003023 TaskOrTaskGroup_RequestID ID The request ID of the task or task group.  Data is stored on the TMS:SummaryData form.
TMS_AssocSummaryDataJoin 10007303 Child Type Type The Type of Task.  Typically it will be either Task or Task group.  Data is stored on the TMS:Association form.
TMS_AssocSummaryDataJoin 10003034 TaskOrTaskGroupStatus Status The status of the task or task group.  Data is stored on the TMS:SummaryData form.
CHG_Associations 1000000208 Association Type01 Relationship Type Indicates the type of Relationship (Related To, Caused By, etc.)
CHG_Associations 1000000211 Request Type01 Request Type Indicates the type of Request (Incident, Change, Problem, CI, etc.) associated to the Problem
CHG_Associations 1000000206 Request Description01 Request Summary Summary from the associated Request record
CHG_Associations 301569500 ConsolidatedStatus Status Status of the assocated Request record
CHG_Associations 1000005080 Start Date 01 Start Date Start Date of the associated Request record if applicable
CHG_Associations 1000005084 End Date 01 End Date End Date of the associated Request record if applicable
CHG_Infrastructure_Change 1000000350 Scheduled Start Date Scheduled Start Date The scheduled start date of the change request
CHG_Infrastructure_Change 1000000362 Scheduled End Date Scheduled End Date The scheduled end date of the change request
CHG_Infrastructure_Change 1000000348 Actual Start Date Actual Start Date The actual start date of the change request
CHG_Infrastructure_Change 1000000364 Actual End Date Actual End Date The actual end date of the change request
CHG_Infrastructure_Change 1000002195 Completed Date Completed Date The date the change request was set to completed.
CHG_Infrastructure_Change 1000000358 Earliest Start Date Earliest Start Date The calculated start date based on business hours (if applicable).
CHG_Infrastructure_Change 1000000349 Requested Start Date Requested Start Date The requested start date of the change request
CHG_Infrastructure_Change 1000000363 Requested End Date Requested End Date The requested end date of the change request
CHG_Infrastructure_Change 1000000889 z1D_Timing_Reason Timing Reason The timing reason based on the value selected in the Class (Change Timing) field
CHG_Infrastructure_Change 260000104 Auto Start Time Start Time Used when calculating the effort time for the change (data not stored). Is populated when the 'Start Clock' button is pressed.  When the task is saved, the difference (Start vs End) is calculated and added to the Total Time.
CHG_Infrastructure_Change 260000129 Time Spent (min) Time Spent (min) Used when calculating the effort time for the task (data not stored). Users will enter value to be calculated.
CHG_Infrastructure_Change 300265600 Total Time Spent Total Time Spent (min) Stores the Total number of minutes of effort time for the change
CHG_Infrastructure_Change 2 Submitter Submitter A person who reports an incident or makes a request. By default, the submitter is the ID under which the user is logged-in.
CHG_Infrastructure_Change 3 Submit Date Submit Date The date on which the incident or request entry was made.
CHG_Infrastructure_Change 1000003228 ASCPY Change Coordinator Company The support company for the change coordinator
CHG_Infrastructure_Change 1000000251 Company3 Change Manager Company The support company for the change manager
CHG_Infrastructure_Change 1000000001 Location Company Change Location Company The location company for the change
CHG_Infrastructure_Change 1000000082 Company Requested By Company The support company for the requested by person
CHG_Infrastructure_Change 1000000063 Categorization Tier 1 Tier 1+ The categorization multi-tiered menu structure is used to simulate a two or three tiered menu structure that will return the categorization type. Tier 1 provides the most generic categorization type. The operational categorization structure is used across the entire ITSM application.
CHG_Infrastructure_Change 1000000064 Categorization Tier 2 Tier 2 The categorization multi-tiered menu structure is used to simulate a two or three tiered menu structure that will return the categorization type. Tier 2 provides a more specific categorization type. The operational categorization structure is used across the entire ITSM application.
CHG_Infrastructure_Change 1000000065 Categorization Tier 3 Tier 3 The categorization multi-tiered menu structure is used to simulate a two or three tiered menu structure that will return the categorization type. Tier 3, if used, provides the most specific categorization type. The operational categorization structure is used across the entire ITSM application.
CHG_Infrastructure_Change 1000001270 Product Cat Tier 1 Tier 1 The Product Categorization multi-tiered menu structure is used to simulate a two or three tiered menu structure that will return the product categorization type. Tier 1 provides the most generic product type. The product categorization structure is used across the entire ITSM application.
CHG_Infrastructure_Change 1000001271 Product Cat Tier 2 Tier 2 The Product Categorization multi-tiered menu structure is used to simulate a two or three tiered menu structure that will return the product categorization type. Tier 2 provides a more specific product type. The product categorization structure is used across the entire ITSM application.
CHG_Infrastructure_Change 1000001272 Product Cat Tier 3 Tier 3 The Product Categorization multi-tiered menu structure is used to simulate a two or three tiered menu structure that will return the product categorization type. Tier 3 provides the most specific product type. The product categorization structure is used across the entire ITSM application.
CHG_Infrastructure_Change 1000002268 Product Name (2) Product Name+ The specific product name.  It is used with the Produce Categorization menus to more specifically define a product categorization.
CHG_Infrastructure_Change 1000002269 Product Model/Version (2) Model/Version Used to specifically identify either the model type or version number of the product that has been selected.
CHG_Infrastructure_Change 1000002270 Manufacturer (2) Manufacturer The product manufacturer's name.  This field is set by backend workflow.
CHG_Infrastructure_Change 301572100 SRID Service Request ID The service request ID that is tied to the change request (if applicable)
CHG_Impacted_Areas 1000000001 Company Company Stores the name of the company of the change request location. This field will only allow the selection of customer and operating companies as defined in COM:Company form. The company takes part in the row level security where only support staff with access to the company can view the record.
CHG_Impacted_Areas 200000012 Region Region Stores the name of the region of the change request location. It is set by workflow when a site is selected.
CHG_Impacted_Areas 200000007 Site Group Site Group Stores the name of the site group of the change request location. It is set by workflow when a site is selected.
CHG_Impacted_Areas 260000001 Site Site Stores the name of the site of the change request location.
CHG_Impacted_Areas 1000000010 Organization Organization Stores the name of the organization that the requester belongs to. It is set when the requester information is returned from the People form.
CHG_Impacted_Areas 200000006 Department Department Stores the name of the department that the requester belongs to. It is set when the requester information is returned from the People form.
RMG:EntitySearch_dlg 301408500 Entity Type Type This is hardcoded to be "Business Event".  This field is used for searching records on the Business Time Shared Entity form
RMG:EntitySearch_dlg 301582900 Entity Title Title The title of the Business Time records.  This field is used for searching records on the Business Time Shared Entity form
RMG:EntitySearch_dlg 301407200 Attribute 1 Company The company value of the Business Time records.  This field is used for searching records on the Business Time Shared Entity form
RMG:EntitySearch_dlg 301407600 Attribute 2 Region The region value of the Business Time records.  This field is used for searching records on the Business Time Shared Entity form
RMG:EntitySearch_dlg 301407700 Attribute 3 Site Group The site group value of the Business Time records.  This field is used for searching records on the Business Time Shared Entity form
RMG:EntitySearch_dlg 301407800 Attribute 4 Site The site value of the Business Time records.  This field is used for searching records on the Business Time Shared Entity form
The table is referencing the Business Time Shared Entity form
Business Time Shared Entity 8 Entity Title Title The title of the Business Time records.
Business Time Shared Entity 2602 Attribute 1 Company The company value of the Business Time records.
Business Time Shared Entity 2603 Attribute 2 Region The region value of the Business Time records.
Business Time Shared Entity 2604 Attribute 3 Site Group The site group value of the Business Time records.
Business Time Shared Entity 2605 Attribute 4 Site The site value of the Business Time records.
Business Time Shared Entity 2606 Attribute 5 Category 1 The op cat 1 value of the Business Time records.
Business Time Shared Entity 2607 Attribute 6 Category 2 The op cat 2 value of the Business Time records.
Business Time Shared Entity 2608 Attribute 7 Category 3 The op cat 3 value of the Business Time records.
Business Time Shared Entity 2609 Attribute 8 Attribute 1 The attribute 1 value of the Business Time records.
Business Time Shared Entity 2610 Attribute 9 Attribute 2 The attribute 2 value of the Business Time records.
Business Time Shared Entity 2611 Attribute 10 Attribute 3 The attribute 3 value of the Business Time records.
View/Table FieldID Field_Name Label Purpose
BMC.CORE:BMC_BaseElement 200000020 Name CI Name* Name of the CI
BMC.CORE:BMC_BaseElement 8 ShortDescription CI Description A brief description of the CI
BMC.CORE:BMC_BaseElement 210000000 AssetID CI ID* The ID value of the CI
BMC.CORE:BMC_BaseElement 260100004 TagNumber Tag Number The Tag Number for the CI
BMC.CORE:BMC_BaseElement 200000001 SerialNumber Serial Number The Serial Number for the CI
BMC.CORE:BMC_BaseElement 200000013 PartNumber Part Number The Part Number for the CI
BMC.CORE:BMC_BaseElement 260100002 Supported Supported Indicates if the CI is supported or not
BMC.CORE:BMC_BaseElement 1000000001 Company Company+ The company tied to the CI
BMC.CORE:BMC_ComputerSystem_ 301016200 PrimaryCapability Primary Capability
BMC.CORE:BMC_ComputerSystem_ 301016100 CapabilityList Capability List
BMC.CORE:BMC_BaseElement 260000002 SystemRole System Role Identifies whether the CI (most likely a server) is in Production, Dev or Test mode
BMC.CORE:BMC_BaseElement 7 AssetLifecycleStatus Status The status of the CI
AST:Computer System 1000000881 z1D Status Reason Status Reason Displays the localized value of the Status Reason.  The actual value is stored in the hidden Status Reason (1000000150) field.
BMC.CORE:BMC_BaseElement 1000000163 Impact Impact This field is used to indicate the scope of the CI. The default value are: Extensive/Widespread, Significant/Large, Moderated/Limited, and Minor/Localized.
BMC.CORE:BMC_BaseElement 1000000162 Urgency Urgency This field is used to indicate whether the urgency of the CI is Critical, High, Medium, or Low.
BMC.CORE:BMC_BaseElement 301172600 Priority Priority This field indicates the priority of the CI (for example, Critical) 
BMC.CORE:BMC_BaseElement 260400003 UsersAffected Users Affected The number of users affected by the CI
BMC.CORE:BMC_BaseElement 240000007 Description Additional Information Free text for additional information
BMC.CORE:BMC_BaseElement 200000003 Category Tier 1 The Product Categorization multi-tiered menu structure is used to simulate a two or three tiered menu structure that will return the product categorization type. Tier 1 provides the most generic product type. The product categorization structure is used across the entire ITSM application.
BMC.CORE:BMC_BaseElement 200000004 Type Tier 2 The Product Categorization multi-tiered menu structure is used to simulate a two or three tiered menu structure that will return the product categorization type. Tier 2 provides a more specific product type. The product categorization structure is used across the entire ITSM application.
BMC.CORE:BMC_BaseElement 200000005 Item Tier 3 The Product Categorization multi-tiered menu structure is used to simulate a two or three tiered menu structure that will return the product categorization type. Tier 3 provides the most specific product type. The product categorization structure is used across the entire ITSM application.
BMC.CORE:BMC_BaseElement 240001002 Model Product Name+ The specific product name. It is used with the Produce Categorization menus to more specifically define a product categorization.
BMC.CORE:BMC_BaseElement 240001005 VersionNumber Model/Version The model/version of the product speocfied
BMC.CORE:BMC_BaseElement 240001003 ManufacturerName Manufacturer The product manufacturer's name. This field is set by backend workflow.
BMC.CORE:BMC_BaseElement 240001008 SupplierName Supplier Name+ The supplier for the CI.
BMC.CORE:BMC_BaseElement 200000012 Region Region A hidden field that stores the customer’s site group. It is set by workflow when a customer is selected.
BMC.CORE:BMC_BaseElement 200000007 SiteGroup Site Group A hidden field that stores the customer’s region. It is set by workflow when a customer is selected.
BMC.CORE:BMC_BaseElement 260000001 Site Site+ Stores the name of the Site that the customer belongs to. The Site field is conditionally required depending on the selected Client Type.
BMC.CORE:BMC_BaseElement 260000004 Floor Floor Indicates the floor the CI is located.
BMC.CORE:BMC_BaseElement 260000005 Room Room Indicates the room the CI is located.
BMC.CORE:BMC_BaseElement 260700003 ReceivedDate Received Date+ The date the CI was received
BMC.CORE:BMC_BaseElement 260000104 InstallationDate Installation Date+ The date the CI was installed
BMC.CORE:BMC_BaseElement 260700001 Available Date Available Date+ The date the CI was made available
BMC.CORE:BMC_BaseElement 260700002 ReturnDate Return Date+ The date the CI was retured
BMC.CORE:BMC_BaseElement 260700009 DisposalDate Disposal Date+ The date the CI was disposed of
BMC.CORE:BMC_BaseElement 300927600 LastScanDate Last Scan Date The date the CI was last scanned
BMC.CORE:BMC_ComputerSystem_ 301019800 Environment Specification Environment Specification
BMC.CORE:BMC_ComputerSystem_ 200000029 Configuration Options Configuration Options
BMC.CORE:BMC_ComputerSystem_ 301016700 SystemType System Type
BMC.CORE:BMC_ComputerSystem_ 301017100 ResetCapability Reset Capability
BMC.CORE:BMC_ComputerSystem_ 200000025 Expansion Expansion
BMC.CORE:BMC_ComputerSystem_ 200000026 Expansion Interface Expansion Interface
BMC.CORE:BMC_BaseElement 301003400 Impact Computation Model Impact Computation Model This is used with BPPM.  When you have CIs that may be impacted by several provider CIs, you may want to adjust the way in which the impact status is computed. You can do this by using the computation model of the CI.
BMC.CORE:BMC_ComputerSystem_ 530010600 VirtualSystemType Virtual System Type
BMC.CORE:BMC_ComputerSystem_ 530054200 IsVirtual Is Virtual
BMC.CORE:BMC_ComputerSystem_ 301016000 HostName DNS Host Name
BMC.CORE:BMC_ComputerSystem_ 301019600 Workgroup Workgroup
BMC.CORE:BMC_ComputerSystem_ 260140117 Domain Domain
BMC.CORE:BMC_ComputerSystem_ 260400001 NumberOfSlots Number of Slots
BMC.CORE:BMC_ComputerSystem_ 260400002 PortsPerSlot Ports per Slot
BMC.CORE:BMC_BaseElement 301002900 OwnerName Owner Name The Owner Name of the CI
BMC.CORE:BMC_BaseElement 301002800 OwnerContact Owner Contact The Owner Contact of the CI
BMC.CORE:BMC_ComputerSystem_ 200000022 TotalPhysicalMemory Total Physical Memory
BMC.CORE:BMC_ComputerSystem_ 200000021 FlashMemory Flash Memory
AST:ComputerSystem 301398600 z1D_Activity_Type Work Info Type Display only field for Work Info Type. This data gets pushed to the AST:WorkLog form and associated based on ReconciliationIdentity as a foreign key
AST:ComputerSystem 301602700 z1D_ActivityDate_tab Date Display only field for date on which the Work Info entry was made.
AST:ComputerSystem 301602600 z1D_CommunicationSource Source Display only field indicating the source of the work info
AST:ComputerSystem 301398700 z1D_Summary Summary Display only field for providing a free text entry area where the user can enter a brief summary about the Work Info
AST:ComputerSystem 301398800 z1D_Details Work Info Notes Display only field for providing a free text entry area where the user can enter any descriptive information about the Work Info
AST:ComputerSystem 301398900 z1D_Secure_Log Locked Display only field for Locked flag. If set to Yes, it is not editable.
AST:ComputerSystem 301399000 z1D_View_Access View Access Display only field for View Access flag. If set to Internal the Work Info record will not be viewable by the Customer.  
AST:WorkLog 1000000170 Work Log Type Type Indicates the Work Info Type
AST:WorkLog 1000000000 Description Summary Provides a free text entry area where the user can enter a brief summary  about the Work Info
AST:WorkLog 1000000365 Number of Attachments Files Number of attachments for the Work Info record
AST:WorkLog 1000000157 Work Log Submit Date Date The date on which the Work Info entry was made.
This table will display Contracts and License Certificates tied to the CI
AST:CMDB Associations 1000000208 Association Type01 Relationship Type Indicates the type of relationship
AST:CMDB Associations 1000000211 Request Type01 Request Type Indicates the type of contract associated to the CI
AST:CMDB Associations 1000000206 Request Description01 Contract Description Summary from the associated contract record
AST:CMDB Associations 1000005080 Start Date 01 Start Date The start date for the associated contract record
AST:CMDB Associations 1000005084 End Date 01 End Date The end date for the associated contract record
AST:CMDB Associations 301569500 Consolidated Status Status Status of the assocated contract record
This table will display People/Support Group/Organization relationship
AST:AssetPeople Full Name Full Name The full name of the person or full org structure of the people organization or support group.
AST:AssetPeople Login Name Role The role of the person/people organization/support organization.
AST:AssetPeople Form Type Type The type of relationship (People, People Organization or Support Group)
AST:AssetPeople UnavailabilityAssignment Unavailability Assignment Identifies whether this can be assigned to the support group
AST:AssetPeople UnavailabilityAssignmentLock Assignment Locked If the "Unavailability Assign" flag is set to Yes, this indicates if the assignment is locked.
AST:AssetPeople PrimaryContact Primary Contact Identifies whether if the person is the primary contact
AST:AssetPeople AccessPermitted Access Permitted Idenfies if the support group has access.
If the relationship is Related Assets
AST:SearchFromBase_Relationship 260000000 RelationshipName Relationship Name The type of relationship to the CI
AST:SearchFromBase_Relationship 200000020 Name CI Name The CI Name of the related CI
AST:SearchFromBase_Relationship 210000000 Asset ID+ CI ID The CI ID of the related CI
AST:SearchFromBase_Relationship 200000003 Category Product Categorization Tier 1 The product categorization tier 1 of the related CI
AST:SearchFromBase_Relationship 200000004 Type Product Categorization Tier 2 The product categorization tier 2 of the related CI
AST:SearchFromBase_Relationship 200000005 Item Product Categorization Tier 3 The product categorization tier 3 of the related CI
AST:SearchFromBase_Relationship 240001002 Model Product Name The product name of the related CI
AST:SearchFromBase_Relationship 240001005 VersionNumber Product Model/Version The product model/version of the related CI
If the relationship is not Related Assets
AST:CMDB Associations 1000000208 Association Type01 Relationship Type Indicates the type of Relationship (Related To, Caused By, etc.)
AST:CMDB Associations 1000000211 Request Type01 Request Type Indicates the type of Request (Incident, Change, Problem, CI, etc.)  associated to the CI
AST:CMDB Associations 1000000206 Request Description01 Request Summary Summary from the associated Request record
AST:CMDB Associations 301569500 ConsolidatedStatus Status Status of the assocated Request record
AST:CMDB Associations 1000005080 Start Date 01 Start Date Start Date of the associated Request record if applicable
AST:CMDB Associations 1000005084 End Date 01 End Date End Date of the associated Request record if applicable
AST:ComputerSystem 230000017 Create Record Type Request Type Display only field that allows users to seletct the type of request to relate.
AST:ComputerSystem 301189500 CreateAssetType CI Type If the Request Type is set to "Asset Record", this menu will show the available CI types to choose from.
AST:ComputerSystem 1000001596 z1D_AssociationAction01 Quick Action Lists actions that can taken against the highlighted rows in the table.  Pressing the Execute button will apply the action.
Relationship Details tab shows related assets classes in tree view for (('Asset Class Id' = "BMC_OPERATINGSYSTEM") OR ('Asset Class Id' = "BMC_MEMORY") OR ('Asset Class Id' = "BMC_PROCESSOR") OR ('Asset Class Id' = "BMC_DISKDRIVE") OR ('Asset Class Id' = "BMC_PATCH") OR ('Asset Class Id' = "BMC_NETWORKPORT") OR ('Asset Class Id' = "BMC_CARD") OR ('Asset Class Id' = "BMC_BIOS") OR ('Asset Class Id' = "BMC_IPENDPOINT") OR ('Asset Class Id' = "BMC_LANENDPOINT") OR ('Asset Class Id' = "BMC_PRODUCT") OR ('Asset Class Id' = "BMC_TAPEDRIVE"))
BMC.CORE:BMC_BaseElement 260000000 AcquiredMethod Ownership Type The ownership type for the CI. Available selections are:  Purchase, Lease, Off-Lease, Rented, Transferred, N/A)
BMC.CORE:BMC_BaseElement 260800002 FixedAsset Fixed Asset Indicates if this is a fixed asset
BMC.CORE:BMC_BaseElement 260100007 CostCenter Cost Center The  cost center of the CI
BMC.CORE:BMC_BaseElement 260100006 BudgetCode Budget Code The budget code of the CI
BMC.CORE:BMC_BaseElement 260100010 ProjectNumber Project Number The project number for the CI
BMC.CORE:BMC_BaseElement 260700004 PurchaseDate Purchase Date The purchase date of the CI
BMC.CORE:BMC_BaseElement 263000017 RequisitionID Requisition ID The requisition ID tied to the CI
BMC.CORE:BMC_BaseElement 260300004 OrderID Order ID The order ID tied to the CI
BMC.CORE:BMC_BaseElement 260100009 InvoiceNumber Invoice Number The invoice number tied to the CI
BMC.CORE:BMC_BaseElement 270002010 UnitPrice Unit Price The unit price for the CI
BMC.CORE:BMC_BaseElement 27012011 SalesTax Sales Tax The sales tax for the CI
BMC.CORE:BMC_BaseElement 270002000 TotalPurchaseCost Total Purchase Cost The total purchase cost of the CI
BMC.CORE:BMC_BaseElement 300826900 Depreciated Depreciated? Indicates if this depreciates
BMC.CORE:BMC_BaseElement 270002009 TaxCredit Tax Credit The tax credit amount for the CI
BMC.CORE:BMC_BaseElement 270002051 MarketValue Market Value The market value of the CI
BMC.CORE:BMC_BaseElement 260600001 BookValue Book Value The book value of the CI
BMC.CORE:BMC_BaseElement 260100001 AccountingCode Accounting Code The accounting code for the CI
In the Cost Entries Table
FIN:CostAssociationJoin 270002019 Cost Type Type The type of cost.  Values could be Lease, Maintenance, etc. Data is stored in the FIN:Costs form.
FIN:CostAssociationJoin 270002018 Related Cost Cost The sost value for the cost entry record. Data is stored in the FIN:Costs form.
FIN:CostAssociationJoin 300030600 Association Type Association Type The value is hardcoded to be "Primary". Data is stored in the FIN:Association form.
FIN:CostAssociationJoin 230000005 Description Description The description for the cost entry record. Data is stored in the FIN:Costs form.
AST:CI Unavailability 1 Request ID CI Unavailibility ID The unique identifier of the outage record.
AST:CI Unavailability 1000002675 Unavailability Class Unavailability Class The  class of the outage record.  Values could be Inicident or Change
AST:CI Unavailability 1000000474 Unavailability Type Unavailability Type The  type of the outage record.  Values could be Unscheduled  Full, Unscheduled  Partial,  Scheduled Full, Scheduled  Partial
AST:CI Unavailability 1000001546 Unavailability Status Unavailability Status The status of the outage record
AST:CI Unavailability 1000002752 Assignment Status Assignment Status The assignment status of the outage record
AST:Impacted Areas 1000000001 Company Company Stores the name of the company the person belongs to.  This field will only allow the selection of customer and operating companies as defined in COM:Company form.  The company takes part in the row level security where only support staff with access to the company can view the people record.
AST:Impacted Areas 200000012 Region Region A hidden field that stores the customer’s site group. It is set by workflow when a customer is selected.
AST:Impacted Areas 200000007 Site Group Site Group A hidden field that stores the customer’s region. It is set by workflow when a customer is selected.
AST:Impacted Areas 260000001 Site Site Stores the name of the Site that the customer belongs to. The Site field is conditionally required depending on the selected Client Type.
AST:Impacted Areas 1000000010 Organization Organization Stores the Organization the customer belongs to. It is set when a customer’s information is returned on the Incident ticket.  It is used across the ITSM application.
AST:Impacted Areas 200000006 Department Department Stores the name of the department that the customer belongs to.
AST:Configuration 400017600 Catalog Item Name Name Name of the configuration record
AST:Configuration 400016400 Catalog Item Number ID* ID of the configuration record
AST:Configuration 300286300 Configuration Version Version* The version of the configuration record
AST:Configuration 300286800 EffectiveDate Effective Date* The effective date of the configuration record. This determines if the configuration can be set to Active.
AST:Configuration 240000008 Notes Notes Provides a free text entry area where the user can enter any special, descriptive information about the configuration.
AST:Configuration 300020000 GUI Short Description Description* Stores the Description of a configuration.
AST:Configuration 300317500 System Status Status* The status of the configuration
AST:Configuration 301267700 Approval Status Approval Status* The approval status of the configuration
AST:Configuration 300290000 Schedule Name Schedule Name+ Search field for a Schedule View record.
AST:Configuration 300414700 Next Review Date Next Review Date The next review date for the configuration
AST:Configuration 1000000001 Company Company+ The company tied to the configuration.
AST:Configuration 200000012 Region Region The region tied to the configuration.
AST:Configuration 200000007 Site Group Site Group The site group tied to the configuration.
AST:Configuration 260000001 Site Site+ The site tied to the configuration.
In the Items tab
AST:ConfigItemsAssociationJoin 400016400 Catalog Item Number Item Number Data is stored on the AST:Configuration form.
AST:ConfigItemsAssociationJoin 301168100 Asset Class CI Type Data is stored on the AST:Configuration form.
AST:ConfigItemsAssociationJoin 200000003 Product Categorization Tier 1 Product Categorization Tier 1 Data is stored on the AST:Configuration form.
AST:ConfigItemsAssociationJoin 200000004 Product Categorization Tier 2 Product Categorization Tier 2 Data is stored on the AST:Configuration form.
AST:ConfigItemsAssociationJoin 200000005 Product Categorization Tier 3 Product Categorization Tier 3 Data is stored on the AST:Configuration form.
AST:ConfigItemsAssociationJoin 240001002 Product Name Product Name Data is stored on the AST:Configuration form.
AST:ConfigItemsAssociationJoin 240001005 Product Model/Version Product Model/Version Data is stored on the AST:Configuration form.
AST:ConfigItemsAssociationJoin 7 Status Unit Type Data is stored on the AST:AUD_AssetAssociations form.
AST:ConfigItemsAssociationJoin 300476300 IntValue Number Data is stored on the AST:AUD_AssetAssociations form.
AST:ConfigItemsAssociationJoin 300438700 Estimated Price Estimated Price Data is stored on the AST:Configuration form.
AST:ConfigItemsAssociationJoin 300447500 EstimatedPriceTotal Estimated Price Total Data is stored on the AST:AUD_AssetAssociations form.
AST:ConfigItemsAssociationJoin 1000000001 Company Company Data is stored on the AST:Configuration form.
AST:Configuration 10001824 z1D_WorkInfoType Work Info Type Display only field for Work Info Type. This data gets pushed to the TMS::WorkInfo form and associated based on Incident Number as a foreign key
AST:Configuration 10001846 z1D_WorkInfoDate Date Display only field for date on which the Work Info entry was made.
AST:Configuration 10001854 z1D_CommunicationSource Source Display only field indicating the source of the work info
AST:Configuration 10001825 z1D_WorkInfoSummary Summary Display only field for providing a free text entry area where the user can enter a brief summary about the Work Info
AST:Configuration 10001826 z1D_WorkInfoNotes Work Info Notes Display only field for providing a free text entry area where the user can enter any descriptive information about the Work Info
AST:Configuration 10001828 z1D_WorkInfoSecureLog Locked Display only field for Locked flag. If set to Yes, it is not editable. This data gets pushed to the HPD:WorkLog form and associated based on Incident Number as a foreign key
AST:Configuration 10001829 z1D_WorkInfoViewAccess View Access Display only field for View Access flag. If set to Internal the Work Info record will not be viewable by the Customer.  This data gets pushed to the HPD:WorkLog form and associated based on Incident Number as a foreign key
In the table
AST:WorkLog 1000000170 Work Info Type Type Indicates the Work Info Type
AST:WorkLog 1000000000 Description Summary Provides a free text entry area where the user can enter a brief summary  about the Work Info
AST:WorkLog 1000000365 Number of Attachments Files Number of attachments for the Work Info record
AST:WorkLog 1000000157 Work Log Submit Date Date The date on which the Work Info entry was made.
AST:WorkLog 1000000655 Communication Source Communication Source A free text entry area where the user can enter a brief summary  about the Work Info
AST:WorkLog 1000001476 Secure Work Log Locked If set to Yes, it is not editable. This data gets pushed to the HPD:WorkLog form and associated based on Incident Number as a foreign key
AST:WorkLog 1000000159 Work Log Submitter Work Log Submitter The submitter of the work log
Schedule - allows users to create schedules (Maintenance, Audit, Review, Decommission) for Cis
AST:Schedule Criteria Schedule Name*
AST:Schedule Criteria Schedule Decription*
AST:Schedule Criteria Schedule Type*
AST:Schedule Criteria Frequency*
AST:Schedule Criteria Period*
AST:Schedule Criteria Lead Time in Days
AST:Schedule Criteria Notification Company
AST:Schedule Criteria Notification Support Organization
AST:Schedule Criteria Notification Support Group
AST:Schedule Criteria Notification Contact+
AST:Schedule Criteria Change Template
AST:Schedule Criteria Change Requester
AST:Schedule Criteria CI Type
AST:Schedule Criteria Company
AST:Schedule Criteria Region
AST:Schedule Criteria Site Group
AST:Schedule Criteria Site+
AST:Schedule Criteria Product Categorization Tier 1
AST:Schedule Criteria Product Categorization Tier 2
AST:Schedule Criteria Product Categorization Tier 3
AST:Schedule Criteria Product Name+
AST:Schedule Criteria Model/Version
AST:Schedule Criteria Manufacturer+
In the table
AST:AssetScheduleAssociationJoin CI Type
AST:AssetScheduleAssociationJoin CI ID
AST:AssetScheduleAssociationJoin CI Name
AST:AssetScheduleAssociationJoin Company
AST:AssetScheduleAssociationJoin Product Categorization Tier 1
AST:AssetScheduleAssociationJoin Product Categorization Tier 2
AST:AssetScheduleAssociationJoin Product Categorization Tier 3
AST:AssetScheduleAssociationJoin Product Name+
AST:AssetScheduleAssociationJoin Model/Version
AST:AssetScheduleAssociationJoin CI Status
List of CI Classes
AST:ComputerSystem
AST:Account
AST:Activity
AST:AdminDomain
AST:Application
AST:ApplicationInfrastructure
AST:ApplicationService
AST:ApplicationSystem
AST:BaseElement
AST:BIOSElement
AST:BulkInventory
AST:BusinessProcess
AST:BusinessService
AST:Card
AST:CDROMDrive
AST:Chassis
AST:Cluster
AST:CommunicationEndpoint
AST:ConcreteCollection
AST:ConnectivityCollection
AST:ConnectivitySegment
AST:DataBase
AST:DataBaseStorage
AST:DiskDrive
AST:DiskPartition
AST:Document
AST:Equipment
AST:FileSystem
AST:FloppyDrive
AST:HardwarePackage
AST:HardwareSystemComponent
AST:InventoryStorage
AST:IPConnectivitySubnet
AST:IPEndpoint
AST:IPXConnectivityNetwork
AST:Keyboard
AST:LAN
AST:LANEndpoint
AST:LNsCollection
AST:LocalFileSystem
AST:LogicalSystemComponent
AST:Mainframe
AST:Media
AST:Memory
AST:Monitor
AST:NetworkPort
AST:NTDomain
AST:OperatingSystem
AST:Organization
AST:Package
AST:Patch
AST:Person
AST:PhysicalLocation
AST:PointingDevice
AST:Printer
AST:Processor
AST:Product
AST:ProtocolEndpoint
AST:Rack
AST:RemoteFileSystem
AST:ResourceAllocationSettingData
AST:ResourcePool
AST:Role
AST:Share
AST:SoftwareServer
AST:SystemResource
AST:SystemSoftware
AST:TapeDrive
AST:Transaction
AST:UPS
AST:UserCommunity
AST:VirtualSystemEnabler
AST:VirtualSystemSettingData
AST:WAN
AST:ServiceOfferingInstance