As part of our Root Cause Analysis process we print the incident using the 'reports' function located in the menu bar at the top and use the 'detail' option. This gives us a simpler, plain text document to pick apart for information quickly and can be shared easily with users who do not have access to the system.
The problem we are running into is that our custom/added fields to the detail_cr and detail_in are not included so they still have to open the incident or request to get that information. Is there a form or setting to modify so this information can be displayed with the rest?
I think you'll have to create a site/mods version of the report (example: indtl.rpt for Incident Detail form) in question and customize that one to include appropriate custom/additional columns you need to expose in the report.
Custom Report Design - CA Service Management - 17.1 - CA Technologies Documentation