This documentation supports the 20.19.02 version of Remedyforce.

To view the previous version, go to BMC Remedyforce 20.19.01

Creating input fields

You can create input fields of the following response types:

Response TypeDescription
Check boxExample: Say a new joinee can be a full-time or part-time employee. Therefore, you can add an input of type check box as Full-Time Employee.
DateExample: HR executive must provide the date of joining of the new joinee.
Date/Time

Your clients cannot select time as input in the BMC Remedyforce Self Service mobile application.

Note:

  • The value stored in this field does not change as per the time zone of the user viewing the submitted service request.
  • Ensure that the user and any mobile device that is used by the user are in the same time zone.
Header Section

Header section enables you to group multiple fields under a section. The header section spans across columns on the service request form. Select this check box only if you are using Self Service 2.0. If you are using Self Service 1.0, the UI gives a distorted view.

Lookup

If you want clients to select a value from records of an object, use the response type Lookup. You can also add a criteria to show filtered records.

Lookups on other Managed Package objects are not supported.

While creating input type lookup fields for SRD, custom objects that are part of other Managed Packages will not be displayed in the list.

NumberExample: Say for the new joinee, the HR executive must provide the cost center number.
Picklist

Example: While raising a request for a new hire, an HR executive must provide the employee location. If your company has multiple locations, you can add a picklist input type with Input/Prompt as Location. The displayed and stored values can be New York, Chicago, Dallas, Miami, and India.

Radio Button

Example: For a new employee, IT department must know what type of computer must be issued to the new employee. In this case, you can add the radio button response type with Input/Prompt value as Computer type. The displayed and stored values can be Desktop or Laptop. The steps to add a radio button are same the steps to add picklist options.

Text AreaEnables your clients to enter a combination of letters and numbers.
Text Area (Rich)

When you are adding an input field of type, Text Area (Rich) consider the following important points:

  • For an SRD, you can add only one input field of type Text Area (Rich).
  • To configure the height of the text box of type Rich text in the service request, specify the height in number of lines in the Visible Lines fields.
    By default, the height of the text box is 15 lines. The maximum value allowed is 25. 
  • By default, the text box is shown in the first column. You can either show the text box in the second column (by selecting Display in Second Column) or span it across both columns (by selecting Display in Full Span).
  • You cannot configure a default value for a response field of type Text Area (Rich).
  • You can map this field to a Text Area (Long) or Text Area (Rich) type of field.
  • The field of type Text Area (Rich) is not supported on the Self Service mobile application.
  • To insert an image, use .
    BMC recommends that you do not paste an image to the field of type Text Area (Rich). 
Text FieldEnables your clients to enter up to 255 characters in separate lines.
Most of these fields are easy to add. However, adding a few response type fields requires additional configurations and considerations. In this topic, such considerations and configurations are covered.


Notes

  • If you delete any input type field from an SRD, that field continues to display in existing service requests. However, these deleted input fields might not appear at the same position they appeared before deleting the fields.
  • The Ukrainian characters like (П, Ф) are supported in the input fields of an SRD. However, this does not mean support for the Ukrainian language. It means that a few Ukrainian characters can now be used in the input fields.
  • Starting from 20.19.02 (Summer 19), Helix Remedyforce will use complex set of separators for the input fields such as Picklist, Multi-select Picklist, Radio buttons, Display Conditions, Invoke Template Conditions, and for Validations added. However, these separators will be used only for newly created or updated input fields post 20.19.02 (Summer 19) and will not have any impact on the existing functionality. If you have used Ukrainian Characters in input fields before 20.19.02 (Summer 19), you will have to remove such Request Inputs and recreate them.

Header Section

To control how the header section is displayed on the service request, you can select any of the following separators:

  • None—By default, no separator is selected for the header section.
  • Line—Select this separator to display a line above the header section.
  • Bar—Select this separator to display the header section as a bar.

After creating a Header Section input field and the other input fields that appear under the Header Section input field, you can select these input fields and click the up arrow or the down arrow to modify the position of the input fields in the display order of the request definition. 

For example, you create a Header Section input field with the following Input/Prompt text: 

Select the type of accessories that you want to request: 

After creating this input field, create check boxes for each accessory that is available in your stock, such as MonitorKeyboardMouse, or Headphones

These Input fields are grouped in the service request as: 

All the fields that you add after a Header Section input field are arranged under the same header until you add another field of type Header Section.

Note

If you delete a Header Section type input field, it is not displayed in existing service requests.

Lookup

When you select Lookup as a Response Type, a second list appears next to the Response Type list. In the second list, you can select the object whose records you want the client to select in the service request. You can define lookup fields for various objects like Action, Base Element, and so on. For example, you can add a field of type Lookup to the Category object to enable clients to select a sub-category of the service request. For this example, you can add an input field, Sub-category, of type Lookup on the Category object.

You can identify the application to which the object belongs to from the namespace that is shown with the object name. By default, the Lookup window displays the Name field of the object.

Ensure that clients have at least Read permission for the object whose Lookup field you are adding. 

Notes

  • The Lookup list and the Search results displays only 200 records at a time.
  • The special characters like (П, Ф) are not supported in the lookup fields of an SRD.

You can also configure criteria to show filtered records in the Lookup type input fields. Before you create filters, see Considerations for creating lookup filters for service request definitions.

Considerations for creating lookup filters for service request definitions

Before you create filters, you must review the following points to understand how the lookup filters are implemented in SRDs:

  • The default filter criteria applied to Lookup type Input fields cannot be removed from the Incident object. The lookup filters that you create are applied in addition to the default filter criteria. 

     Default filtering of records for the Lookup type fields for request definitions

    The following table lists the default filter criteria that are applied to the lookup fields on the Fulfillment Input or Request Detail object. Users cannot remove the default filter criteria.

    Object on which the lookup field is createdDefault filter criteria
    Account, Action, Impact, Priority, Status, Template, and Urgency

    Inactive = False

    Base ElementMark as Deleted = False
    Broadcast

    (State = True) AND (Inactive = False)

    Category

    For Self Service web portal

    (Display In Self-service = True) AND ((Available for Service Request = True) OR (Contains SR children categories > 0)) AND (Inactive = False)

    For Self Service mobile application on the Salesforce1 platform

    (Display In Self-service = True) AND (Available for Service Request = True) AND (Inactive = False)

    Change Request, Incident, Problem, Release, and Task

    (Inactive = False) AND (State = True)

    Request Definition

    For Self Service web portal

    (FKBusinessService__r.MarkAsDeleted__c = False) AND (FKServiceOffering__r.MarkAsDeleted__c = False) AND (Inactive = False) AND ((startdate = NULL) OR (startdate <= Today’s date)) AND (Online = True) AND ((enddate= NULL) OR (enddate >= Today’s date))

    For Self Service mobile application on the Salesforce1 platform

    (FKBusinessService__r.MarkAsDeleted__c = False) AND (FKServiceOffering__r.MarkAsDeleted__c = False) AND (Inactive = False) AND ((startdate = NULL) OR (startdate <= Today’s date)) AND (Online = True) AND (Mobile = True) AND ((enddate= NULL) OR (enddate >= Today’s date))

    UserIs active = True

  • If the filter that you create for a Lookup field conflicts with the default filter criteria, no results are shown in the Lookup window.
  • For the Category Lookup field, if a child category meets the specified filter criteria but its parent category does not meet the filter criteria, both the parent and the child categories are not shown in the Category lookup window.
  • If you define a filter criterion on a Date/Time field type by using the =, !=, <=, <, >, or >= operator but do not specify a field value, the date/time when the form was opened is considered as the default field value.
  • If you define a filter criterion on a Number, Currency, or Percent field type by using the =, !=, <=, <, >, or >= operator but do not specify a field value, 0 (zero) is considered as the default field value.

Creating filters for the values shown in the lookup field

  1. From the Response Type list, select Lookup.
  2. From the next list, select the object for which you want to create the lookup.
  3. From the list of lookup filter options, either select New Lookup Filter to create a new filter or select Existing Lookup Filter to use an existing lookup filter.
  4. In the Filter Name field, enter the name of the filter.
  5. From the Filter Type list, select the appropriate option:

    • Required—To show only the filtered records in the Lookup window. Users are not able to view all records.

    • Optional—To enable users to view all records. When the Lookup window opens for the first time, only filtered records are shown. To see all records, users can click Show All Results.

  6. From the Filter For list, select the required field.
  7. From the Operator list, select the required operator.
    The operators shown in the list are based on the selected field type.

  8. Based on the option you selected for the field value, type or select the appropriate value as shown in the following table:

    Selected field typeExample FieldValue to be defined
    CheckboxServiceDesk StaffTRUE or FALSE
    Date/TimeCreated DateSelect a specific date from the calendar.
    TextEmail SignatureEnter the appropriate value in the text box.
    Picklist/Lookup CategorySelect the appropriate option.
  9. Click Add.

  10. Click Save.
    If you edit an existing lookup filter that is also applied to another Lookup type Input field, you can either save the lookup filter as a new lookup filter or replace the existing lookup filter.

Configuring fields to be displayed as columns in the Lookup windows

To configure additional fields to be displayed as columns in the Lookup windows, configure the fields in the Column Headers field set of the object. By default, for some objects like IncidentChange RequestsTasks, and so on, the Column Headers field set is provided by default.

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Manage Objects tile, and from the menu, select Create and Edit Objects.
  3. On the Create and Edit Objects page, from the Object list,select the required object or click All Custom Objects and then click the object name.
  4. In the Field Sets section, click Edit for the Column Headers field set.
    If the Column Headers field set does not exist, perform the following steps:
    1. In the Field Sets section, click New.
    2. In the Field Set Label field, enter Column Headers.
    3. In the Field Set Name field, enter LinkRecords.

      Note

      For the Field Set Name field, you need to enter LinkRecords. Only then the fields which are configured in the field set are displayed for the Lookup window.

    4. In the Where is this used? field, enter the required description about the field set.
    5. Click Save.
      For more information about field sets, see Salesforce Help.
  5. Drag the fields that you want to show in the Lookup window to the In the Field Set list.
  6. Click Save.
    Ensure that the ServiceDesk Client profile has Visible field-level security for the fields that you add to the Column Headers field set.

Picklist

The number of picklist options that you can add depends on the length of the displayed and stored values of each option. For example, you can add approximately 500 options of 40 characters each (inclusive of the displayed value and the stored value). The number of options can be higher if the picklist items have smaller displayed and stored values.

To add a picklist response type

  1. In the Response Type list, select Picklist.
    Press Enter after every value to ensure that each picklist option is added in a new line. 
  2. In the Picklist Values section, add values in the "<Displayed Value>","<Stored Value>" format. Note that, you cannot use a semicolon (;) in the Displayed Value and Stored Value format of a multi picklist.

    The displayed value is shown to clients in Self Service and the stored value is stored in the application.

     

  3. Click Add.
  4. If you want the picklist value to be selected by default, select the check box in the Default Value column.
  5. (Optional) After adding a picklist option, perform any of the following actions:
    • To move a picklist option (up or down), select the option, and use the up or down arrow.
    • To sort picklist options, click .
    • To update a picklist option, select the option, modify the value, and click Update.
    • To update all picklist options, click .
    • To delete a picklist option, select the picklist option, and click .
  6. Click Save.
    The following figure shows the picklist values in Self Service:

Radio button

When you select Radio Button as the Response Type option for an Input field on the Fulfillment tab of an SRD, you need to add the radio button options from which the users can select an option.

For example, for a new employee, IT department must know what type of computer must be issued to the new employee. In this case, you can add the radio button response type with Input/Prompt value as Computer type. The displayed and stored values can be Desktop or Laptop.

To add radio button options to the service request

  1. In the Response Type list, select Radio Button.
    When you select Radio Button as the field type, the Radio Button Value section appears.
  2. Add values in the "<Displayed Value>","<Stored Value>" format.

    Press Enter after every value to ensure that each option is added in a new line. The displayed value is shown to clients in Self Service and stored value is stored in the application.

  3. Click Add.
    The displayed value and stored value of the radio button options are added to the list.
  4. If you want the radio button option to be selected by default, select the check box in the Default Value column.
  5. (Optional) After adding a radio button option, perform any of the following actions:
    • To move a radio button option (up or down), select the option, and use the up or down arrow.
    • To sort radio button options, click .
    • To update a radio button option, select the option, modify the value, and click Update.
    • To update all radio button options, click .
    • To delete a radio button option, select the option, and click .
  6. Click Save.
    The following figure shows the radio button options in Self Service:

Note

If you delete a Header Section type input field, it is not displayed in existing service requests. However, if you delete any other input type field from an SRD, it is displayed in the existing service requests. These deleted input fields might not appear at the same position they were before deleting the input type field.

If you delete any input type field (other than a Header Section type input field) from an SRD, that field continues to display in existing service requests. However, these deleted input fields might not appear at the same position they appeared in before deleting that field.

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