Redesigned Supporting Object Forms mApp

Platform Version Requirements: 5.0.0 or later

Out-of-the-Box Content Version Requirements: 5.0.0 - 5.11e

Prerequisite Requirements: None


The Redesigned Supporting Object Forms mergeable application (mApp) is a collection of CSM OOTB Supporting Object Forms and Form Controls that have been redesigned to provide consistency and improve the look and feel of CSM Forms. A Supporting Business Object is a Business Object that exists solely to complement, or support, a Major Object. Examples include Task, Journal, and Approval. Updates include:

  • Sizing: Field Control lengths are standardized.
  • Alignment: Field Labels are left-aligned and located above Field Controls.
  • Organization: Field Controls are organized to allow for easier navigation.

When the Redesigned Supporting Object Forms mApp is incorporated, Users with a CSM version prior to 5.11 can apply updated CSM's redesigned Form standards to their existing Forms.

The following figure shows the differences between the previous design and new design of the Approval Form:

Updated Form Layout - Supporting Objects

How the mApp Works

CSM provides Redesigned Supporting Object Forms as a mApp so that Users can easily incorporate redesigned OOTB Forms into their existing CSM system. Download the mApp from the Cherwell mApp Exchange. Use the Apply mApp wizard to apply the mApp to your CSM system. The Apply mApp wizard generates a Blueprint, which can then be viewed and published to a test or Live system to commit the changes.

When the mApp is applied, a new Form is added to each applicable OOTB Supporting Object in addition to the existing default Form. Because Users might have Custom Business Objects and Forms, the existing default Form is not overwritten; instead, Users must manually copy Form Controls (one or all) to the Supporting Object's existing default Form. After the mApp is applied and configured, the Forms can be used in the same way as other CSM Forms.

The mApp includes the following items:

Item Category Item Typical Merge Action

Business Object


Approval, Cost Item, Cost Item - Labor, Cost Item - Other, Cost Item - Provisioning, Cost Item - Tool, Drive Info, Environment Data, Event, Incoming Event, Installed Service, Installed Software, Journal - Comment, Journal - Customer Request, Journal - History, Journal - Mail History, Journal - Note, Journal - Queue History, Journal - Remote Support History, Journal - SLM History, OLM, Printer Alert, ProblemLinksCI, Product Catalog, Review Questionnaire, Service History, Service Schedule, ServiceLinksService, Software License Key, Task, Tiered Alert, Underpinning Contract, User Testing Merge
Journal Don't Change
  • Import: Add new item.
  • Overwrite: Replace target item.
  • Merge: Merge differences.
  • Don't Change: Referenced by the mApp, but not altered in any way. The mApp includes the definition for informational purposes only (the definition is not imported into the target system).

Related Reading

  • About Business Objects
  • About Forms
  • About mApps

Steps to Apply the mApp

To apply the mApp, perform the following high-level steps:

  1. Download the mApp.
  2. Apply the mApp using the Apply mApp wizard in CSM Administrator.

Steps to Configure the mApp

After applying the mApp, perform the following high-level steps to configure the mApp:

  1. Add Form Controls to existing Supporting Table Forms.
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