Creating and configuring an SRD

1. Click the Display Options tab of an SRD.
2. In the Review the Service Request Information section, select the values that you want to show to clients before they submit a service request:
   • Turnaround Time
   • Price
   • Date Expected
     The service request calculates the Date Expected of the service request by adding the turnaround time of the SRD to the current date and time.
   • Phone
   • Email
   • Instructions
     The value of the User Instructions field in the Input tab is displayed.

   • Assigned To
     The Assigned To field and its value are shown in Self Service only if the service request is assigned to a staff member. If the service request is assigned to a queue, the field is not shown in Self Service. 

   • Approvals
     If you select this check box, the Approval Status column in the Ticket and Requests tab in Self Service will show the approval status. 

      About approval details shown to users

     The client can view the current status, approvers, and the approval history of the service request. Users with Salesforce Platform license can view the approval history in the Approvals tab of the service request. In this tab, Salesforce Platform license users can view the approver of the service request, the status of the approval, the date when the service request was submitted for approval, and the comments entered in the approval by the approver. The total number of approvals is displayed in the title of the Approvals tab. Users with Customer Portal license can view the approval history of the service request in the Actions Performed tab. These users cannot view the Approvals tab and the approver information.

3. In the Provide Information section, select check boxes to enable the desired functionality for clients or staff members:
   
   • Date Required
   • Quantity
   • Attachment
   • Make Attachment Required in Self Service
4. If you want the same Quantity and Price field configurations that you performed for clients in the preceding steps to also apply for staff members, select the Apply above Quantity and Price field settings for staff members check box. If you do not select this check box, the Quantity and Price fields are shown to staff members. 
   For instance, if you do not select the Quantity check box for clients, and you select this check box, the Quantity field is not shown to clients and staff members. 
5. Click Save.

Procedure 4: Add fields to take information from clients

For example, to fulfill the New Hire Request, you might need the following information from the HR executive. To get this information from the HR executive, configure these fields on the Input tab.

To add fields to take information from clients

1. Click the Input tab of a request definition.

2. In the User Instructions field, type the instructions that you want to show to a client in Self Service.
   You can use this field to provide instructions about the type of details that you want to capture. For example, in a service request that enables clients to request a new laptop, you can instruct clients to specify whether they require a mouse and keyboard also. 

3. In the Request Input section, click .
   Based on the response type of the input field that you are adding, options in the Prompt/Question Properties section might change and some options are valid for all response types.

4. In the Input/Prompt field, add the text that will inform clients what inputs are required (such as Enter your location).

5. In the URL and Tooltip fields, enter the URL associated with the input field and its tooltip.

   Note

   For IE11, the maximum number of characters for tooltip is 512 that includes control characters such as line feeds and carriage returns. Any tooltip that exceeds the maximum limit is shown truncated after 512 characters.

6. Select the type of field that you want to create.
   For more information about adding a field of response type Header Section, Lookup, Picklist, or Radio Button, see Creating input fields.

7. In the Prompt/Question Properties section, select the required check boxes.
   For more information, see Additional configurations for input fields.

8. Click Save or Save & New.
   The fields are displayed in the service request in the order in which you add them. You can select a field and click the up or down arrow to modify the position of the field in the display order of the service request.

   Note

   To define the display order of the Input fields, you must save the SRD after you finish adding and reordering the Input fields. If you do not save the SRD, the display order reverts to the previous display order when you last saved the SRD.

   To add a field that is similar to an existing field, select that field and click . When you clone an input field, all the field values are cloned, except the conditions to invoke a template (if exist).

   Note

   After you save the field, you cannot edit the value of Response Type. 

   If you delete input fields from an SRD, those fields (except Header Section) are not removed from the service requests that have already been creating using the SRD.

Procedure 5: Configure the fulfillment of service requests

The Fulfillment tab is enabled after you save the request definition. Te 

Perform the following actions on the Fulfillment tab:

Adding criteria to filter CIs and assets that are shown to staff members

1. In the Fulfillment Criteria - CMDB section, click New.
2. In the Fulfillment Criteria - CMDB window, specify the criteria to filter CIs and assets.
   

3. In the Filter Logic field, specify the logical operators between conditions.
   By default, AND is specified for all conditions. 

   Best Practice

   Criteria must ensure that already assigned CIs and assets are not shown again in the search results. Inform staff members about the action that they must take to follow your condition.

   Example: Use the following condition in your criteria: CI Status is not equal to In Stock - Available.

4. Click Save and close the window.
5. Click Save.

Linking the change request and task templates with the request definition

1. (Optional) To prefix the value of the Input field with its Request Input (Prompt/Question), select the Prefix the Prompt/Question to user input mapped to Text Area or Long Text Area output fields check box.
   For example, in a request definition, you have mapped the Desk Location (Input field) to the Description (Output field). The value provided by the client user for the Desk Location (Input field) is N 23 D Block. If the Prefix the Prompt/Question to user input mapped to Text Area or Long Text Area output fields check box is selected, the value in the Description field is Desk Location: N 23 D Block.

   Note

   This check box is applicable only for the fields of type Text Area and Text Area (Long).

   If you map a check box type input field to a Text Area or Long Text Area type output type field, the question is mapped to the output field even if you do no select this check box.

From the Select Template list, select the In the Input Fields (Source) column, select the Input fields that you want to use to create a mapping.
When you select a field in the Select User Input for Prompt/Question column, only valid fields for mapping are listed in the Map to Template Field column. 

1. In the Select User Input for Prompt/Questions column, select the fields that you want to map.
   To select multiple Input fields, press the Ctrl key and click the required Input fields. You can select multiple consecutive Input fields by pressing the Shift key and clicking the first and last Input fields of the consecutive Input fields. Clicking a selected Input field clears it. After you map Input fields, the mapped to field is removed from the Map to Template Field column and is no longer available for mapping.
2. In the Map to Template Field column, select the field in which you want to store the mapped field value.
3. Click Map Input to Field.
4. Click Save.

Suspending creation of fulfillment process until service request approval 

To suspend the creation of fulfillment process associated with a service request, you must ensure that you have configured the following settings:

• The Automatically Submit for Approval (when matching criteria is met) check box under the General Information section of the request definition is selected.
• There is an approval process that is created on the Incident object under Approval Processes in Setup. The approval process must have one of the actions under Final Approval Actions that sets the Approved field to true in the Field Update action type. The following image shows the Final Approval Actions section of the process.
  

After setting these configurations, if a service request is is submitted by a client, it is automatically submitted for approval. At this point, any task or change request associated with this service request is not created. When the request is approved, the Final Approval Action setting sets the Approved field to value to True and thereafter, tasks and change requests associated with this service request are created.

Procedure 6: Make the service request definition available in Self Service

1. On the General Information tab of a request definition, from the Status list, select Deployed.
2. Select the Online check box.
3. To show the request definition in BMC MyIT and Self Service on the Salesforce1 mobile platform, select the Mobile check box.

4. Click Save.

   Note

   To make multiple service request definitions available in Self Service, you can select those request definitions in the list view, click the , and select Make Online. However, ensure that you select the Status as Deployed and the Mobile check box individually for the required SRDs.

Related topic

Displaying additional information for service requests on the Home page