After saving a ticket and refreshing or editing a ticket, a field value will disappear from Smart IT but it will be visible in ITSM. |
This knowledge article may contain information that does not apply to version 21.05 or later which runs in a container environment. Please refer to Article Number 000385088 for more information about troubleshooting BMC products in containers.
HPD:HelpDesk Vendor ticket number 1000000652 You need to check that they are added and are not in view in these four forms, If they have a value missing or a non matching db ID set them properly 3. Check in MyIT Administration: Customized Application Data Source Attributes do a search (if you are using Smart IT 18.X or higher, go to the SMT:Administration: Application Data Source Attributes form instead) If it is not listed here. Go to smart it> screen configuration. Remove the field, then to a "refresh meta data" and check the form MyIT Administration: Customized Application Data Source Attributes again, it will now add Vendor groups. (if you are using Smart IT 18.X or higher, go to the SMT:Administration: Application Data Source Attributes form instead) Go back to smart it and re add Vendor ticket number but do not do a "refresh metadata"
This would mean that the custom field should be in: 2.- Remove the field from 'Screen Configuration' and perform a 'refresh metadata' then re add the field again and re 'Refresh the Metadata' the field should be able to be edited and saved.
Adding 'Custom Fields' from a 'Custom View' is currently unsupported so we need to make sure the custom field lives in the 'Best Practice View' of whatever module is desired. On this use case it was Incident (hence we need to make sure the custom field also exists in the 'Best Practice View' of HPD:HelpDesk) |