Managing service request definitions

Service Request Definition (SRD) is a template that is available to users for requesting services that their organization offers. SRD provides a ready-made form to capture inputs which users must provide so that the service can be delivered to them.

Various departments, such as an IT department, within an organization offer services through SRDs, publish those services in Self Service, and automate service fulfillment. In Self Service, these SRDs are available to clients in the form of service catalog. Clients can view the catalog and request the required service.

The following image shows how SRDs are created, consumed, and fulfilled in Remedyforce.

Video

Watch the following video (42:39) to know how to create, copy, edit, and delete service request definitions:

https://youtu.be/SnjdobCZZWo

Benefits of using service request definition

Following are some benefits of using service request definitions:

• Standardized catalog of requests: 
  Clients can use a web or mobile interface to submit requests, review the available requests to which they are entitled, and see the service request status online. Service providers can set expectations by describing cost of the request and resources and time required to fulfill a request.
• Tracking and management of requests from start to finish:  
  You can define the turnaround time for the delivery of requests. For example, you can specify that a request for a new server will take four days to fulfill. Each milestone in delivering the request is tracked and reported. Tracking enables you to effectively manage customer demands, your resources, and business costs.

Example for creating and configuring an SRD

In an IT organization, end-users must raise service request such as access requests, requests for issuing devices, replacing or repairing devices, opening ports on servers, and provisioning virtual machines or storage.

Other lines of business, like Facilities and Human Resources, also have service requests such as requests for cleaning office space, new hire approvals, and employment letters. Organizations have standard proven practices of fulfilling service requests. Certain service requests must be approved by one or more authorities before they can be fulfilled. 

A service request definition allows the service desk to accept end-user inputs in a structured way and includes:

• A form 
• A fulfillment process
• An approval process if required

Consider the following scenario:

Harry is the Remedyforce administrator who wants to create a new-hire SRD to onboard any new employee in the organization, for example Frank. 

So, Harry creates an SRD by performing the following steps:

1. He creates the Onboard a New Employee SRD.
2. He configures certain details in the General Information and Input tab such as:
   
   • Category- Employee Onboarding
   • Service- Human Resources
   • Service Request Template- Employee Onboarding - RD
   • Request Inputs- First Name, Last Name, Start Date, Employee Type, Manager Name, Equipment, and so on (for capturing user inputs) 
3. To complete the SRD fulfillment process, he adds required task templates in the Fulfillment tab such as:
   
   • Employee Onboarding- Provision Desktop
   • Employee Onboarding- Provision System Access
   • Employee Onboarding- Provision Mobile Phone
4. For the added task templates, he maps the request input fields to the respective task templates.
5. In the Display Options tab, he selects fields for such as:
   
   • Email
   • Instructions
   • Phone
   • Attachments
6. In the Entitlement tab, he configures entitlement for selected accounts and in them certain profiles or permission sets.
7. In the end, to make this configured SRD available on Self Service, he selects certain settings from the General Information tab:

• 
  
  • Status- Deployed
  • Make Online

Now, on the Self Service portal one can request the service Onboard a New Employee.This form displays the fields as per Harry's configurations.

Navigating the SRD interface

For creating a new SRD or viewing existing ones, go to Remedyforce Administration > Configure Application > Request Definitions.

The following table describes the actions you can perform on the SRD interface:

Overview of SRD creation

As an administrator, you create service requsest definitions (SRDs) and make them available in Self Service. The Request Definition wizard guides you through this process. Note that after you create the SRD, additional configurations are required to make the SRD available for use.  

To create an SRD,  go to  Remedyforce Administration > Configure Application > Request Definitions and click New .

Prerequisites

Before creating an SRD, ensure that all the prerequisites are met. For more information about the prerequisites, see Getting-started-with-service-request-management.

Step 1: Providing general information for SRD

The General Information tab includes the following sections:

• Request Details 
• Price and Availability Details 
• Other Details .

The following table provides information on the fields to be completed: 

After you complete the General Information tab and click Save and Next, you are directed to the Input tab. 

Step 2: Adding inputs for SRD

Consider the following while adding inputs: 

• We recommend that you create less than 400 input fields for each service request definition.
• After you save the field, you cannot edit the value of Response Type. 
• To define the display order of the fields, you must save the SRD after you finish adding and reordering the fields. 
  If you do not save the SRD, the display order reverts to the previous display order when you last saved the SRD.
• If you delete input fields from SRD, those fields (except Header Section) are not removed from the service requests that have already been created by using the SRD. 
  
  

The Input tab includes the following sections: 

• User Instructions

• Request Input

The following table provides information on the fields to be completed: 

After you complete the Input tab and click Next Step, you are directed to the Fulfillment tab.

Step 3: Configuring fulfillment of SRD

The Fulfillment tab includes the following details that describe the fulfillment process:

To link the change request and task templates with the request definition

1. In the Fulfillment Process section, click Create and select Task or Change Request.
   On the Select From Templates window, either select and link existing templates or create a new template.
   By default, the service request template appears in the templates list. This is the template that you selected in the Service Request Template field on the General tab. You cannot delete the service request template.
2. To configure the order in which the task templates are completed, click Execution Order.
3. In the Order Number column of the Execution Order window, select the order number that you want to assign to the tasks.
   You can assign the same execution order number to more than one task fulfillment process. 
   For example, you have four task templates, Task1, Task2, Task3, and Task4. You can assign Task1 and Task2 to be executed first, then Task3, and then Task4. 
   When Task1 and Task2 are running, only these tasks are created and displayed in the Record Details section of the record. 
   After Task1 and Task2 are closed, Task3 is created, and after the closing of Task3, Task4 is created.
4. (Optional) If you do not wish to execute all linked task fulfillment process at the same time, clear the Ignore Execution Order check box.
5. Click Save.

To map request input fields to fields of the selected fulfillment record

1. (Optional) To prefix the prompts with its responses, select the Prefix prompts to user inputs 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 for the Desk Location (Input field) is N 23 D Block. If this check box is selected, the value in the Description field is Desk Location: N 23 D Block.
2. Select the required template from the Fulfillment Process section. 
   The fields from Incident, Task, or Change Request for which fulfillment process is created and selected, are only available in the Fields column of the Map Fields section.
3. Click Add.
4. From the Fields drop down, select the required field.
5. From the Mapped Inputs drop down, select the inputs (request inputs) to be mapped. 
6. Click .
   The selected field and mapped inputs are displayed in a row.
   The mapped input names are displayed in a comma separated format along with a  sign to add more inputs. 
   For fields that support single input field mapping, click the mapped input to edit inline and select from the values.
   
   (Optional) 
7. To edit the mapping for Text Area type of fields, click the drop down at the end of the row, and select Edit.
   OR 
   Click the  sign next to mapped input names. 
8. In the Map to Field: Description window, add required Input fields from the Available Inputs section to the Mapped Inputs section.
   You can reorder the inputs by dragging and dropping the rows.

9. Click Save. 

   For more information about valid data types, refer to the following table: 

   Valid data types for Response Types

   The following table describes the valid data types of each Response Type:

   Response type	Valid data types
   Check box	Check box, Text, Text Area, Text Area (Long), Text Area (Rich)
   Date	Date, Date/Time, Text, Text Area, Text Area (Long), Text Area (Rich)
   Date/Time	Date, Date/Time, Text, Text Area, Text Area (Long), Text Area (Rich)
   Hyperlink	Hyperlink
   Lookup	Text, Text Area, Text Area (Long), Text Area (Rich)
   Number	Number, Currency, Text, Text Area, Text Area (Long), Text Area (Rich)
   Picklist	Text, Text Area, Text Area (Long), Text Area (Rich), Picklist
   Picklist (Allow Multiple Selection check box selected)	Text, Text Area, Text Area (Long), Text Area (Rich), Picklist (Allow Multiple Selection check box selected)
   Radio Button	Picklist, Text, Text Area, Text Area (Long), Text Area (Rich)
   Text Area	Text Area, Text Area (Long), Text Area (Rich)
   Text Area (Rich)	Text Area (Long), Text Area (Rich)
   Text Field	Text, Text Area, Text Area (Long), Text Area (Rich)

To add criteria to filter which CIs and assets 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.  
   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.
   To suspend the creation of fulfillment process associated with a service request, see Suspending creation of fulfillment process until service request approval.
   
   

After you complete the Fulfillment tab processes and click Next Step , you are directed to the Display Options tab.

Step 4: Configuring display options for SRD

Consider the following while configuring display options:

• 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.

• 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. 

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

The Display Options tab includes the following sections: 

• Service Request Information

• Provide Information 
• Service Request Details for Staff Members

The following table provides information on the fields to be completed: 

After you complete the Display Options tab and click Next Step , you are directed to the Entitlements tab.

Step 5: Configuring entitlement of SRD

By default, an SRD is available to all accounts and all users. However, you can configure to show an SRD on Remedyforce Console or Self Service to users of specific accounts and to specific profiles or permission sets in those specific accounts. 

When you configure entitlement for Remedyforce Console, the Service Desk staff users can view the SRD in the Request Definition lookup of Remedyforce Console based on the accounts, profiles, or permission sets assigned to them. Likewise, when the entitlement is configured for Self Service, the clients can view the SRD in Self Service based on the configurations.

Consider the following while configuring the entitlement:

• If you want to see only Remedyforce accounts in the list, enable the setting In accounts lists, display Remedyforce accounts by default from Remedyforce Administration > Application Settings > General Application Settings.
• ( Remedyforce Console and Salesforce Mobile Analyst application) 
  To control the visibility of an existing service request record when the SRD is not entitled to a staff user, you must enable the setting Restrict access of service requests to users who do not have entitlement to the underlying SRDs from the Entitlement tab. 
  Once enabled, when you open the restricted record, an error will be displayed.

• If you are upgrading from any version earlier than 20.19.02 (Summer 19), the default values on the Entitlement form are set to Everyone and All Users for Remedyforce Console entitlement. 
  However, for Self Service, the existing entitlement configuration values will be displayed on the Entitlement form.
• Self Service will be the default selected value in the Configure Entitlement for list.
  
• Any custom lookup created on the Request Definition object will not honor the entitlement.

The following table provides information on the fields to be completed: 

After you complete the Entitlements tab, click Save. You then need to perform one last step in this process to make the SRD available in Self Service. 

Step 6: Making SRD available in Self Service

After you complete steps 1 to 5, your SRD has to be made available for the clients on the Self Service portal. 

To make an SRD available in Self Service, perform the following steps: 

1. (Optional) On the General Information tab of a request definition, from the Status list, select Deployed.
2. (Required) Select the Make Online check box.
3. To show the request definition in BMC MyIT and Self Service on the Salesforce Mobile App platform, select the Show in Remedyforce Mobile check box.
4. Click Save.

Creating input fields for an SRD

While configuring an SRD, you add or create input fields. 

• Overview of input fields
• 
  Header Section
• 
  Lookup
• Hyperlink
• Picklist
• Radio button
• Additional configurations for input fields

Overview of input fields

You can create input fields of the following response types:

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.

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, you can select those 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. 

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.

Lookup

When you select Lookup field, from the Response Type 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. 

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.

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. Users cannot remove the default filter criteria.

• 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.

To create 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:
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.

To configure 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 Incident, Change Requests, Tasks, 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.

Hyperlink

You can add Hyperlink as Response Type option from Input field of an SRD.

For fresh installations, the Hyperlink option is available in the Response Type list.

 If you are upgrading to BMC Helix Remedyforce, you must add this option manually to the Response Type list by performing the following steps:

1. Navigate to Setup > Create > Objects.
2. Click Fulfillment Input.
3. In the Custom Fields & Relationships section, click Response Type.
4. In the Values section, click New.
5. Enter Hyperlink.
6. Click Save.
   
   

Inserting hyperlinks in a service request definition

For adding hyperlinks in a service request definition, see Step 2: Add inputs for SRD.

• You can hyperlink an entire sentence or a part of it. The text added in the ##text## format in the Input/Prompt field is hyperlinked. If you do not add ##, the entire text entered in the Input/Prompt field is hyperlinked.
• If the Input/Prompt field contains multiple occurrences of ##text##, only the first occurrence is hyperlinked. In the following example, word1 will be hyperlinked but word3 will not be hyperlinked. 
  Enter ##word1##, word2, and ##word3## to add additional information.
• If a blank string is present between ## ##, text entered in the Input/Prompt field is hyperlinked.
• You can add any number of hyperlinks as inputs in an SRD.
• Optionally, you can configure the display conditions for the Hyperlink option by selecting the Conditional and Display in second column check boxes.
  For more information, see Additional configurations for input fields.

Picklist

You can add picklist as Response Type option from Input field of an SRD. 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. Click Add.
2. In the  Response Type list, select Picklist .
3. Click Next.
4. In the Picklist Values section, click Add.
5. Type your values inline in the Displayed Value and Stored Value columns respectively.
6. To add multiple values simultaneously, enable Advance Editing.

7. 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. Press Enter after every value to ensure that each picklist option is added in a new line.   

8. Click Add Value.
9. If you want the picklist value to be selected by default, select the check box in the Default Value column.
10. (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 Sort or use the reordering arrows. Do not use column sorting.
    • To update a picklist option, from the dropdown arrow click Edit and modify the value inline.
    • To delete a picklist option, from the dropdown arrow click Delete.
    • To update all picklist options, click Edit All. (Only when you enable Advance Editing.)
11. Click Save.

Radio button

When you select Radio Button as the Response Type option from Input field 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. Click Add.
2. In the Response Type list, select Radio Button.
3. Click Next.
4. In the Radio Button Value section, click Add.
5. Type your values inline in the Displayed Value and Stored Value columns respectively.
6. To add multiple values simultaneously, enable Advance Editing.

7. In the Radio Button Value 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. Press Enter after every value to ensure that each picklist option is added in a new line.   

8. Click Add Value.
9. If you want the value to be selected by default, select the check box in the Default Value column.
10. (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 Sort or use the reordering arrows. Do not use column sorting.
    • To update a radio button option, from the dropdown arrow click Edit and modify the value inline.
    • To delete a radio button option, from the dropdown arrow click Delete.
    • To update all radio button options, click Edit All. (Only when you enable Advance Editing.)
11. Click Save.

Additional configurations for input fields

For all input fields that you configure for a service request definition, you can configure additional configurations in the Prompt/Question Properties section. Some of these configurations require additional configurations and considerations that are covered in this topic.

The following table lists the additional configurations and considerations for the following properties:

Editing, copying, or deleting request definitions

As a system administrator or member of the Change Manager profile, you can edit a service request definition (SRD).  Also, make copies of the SRD for different service offerings of a service. Making copies would help you maintain consistency in the Fulfillment templates that you create for similar service offerings. 

After reviewing an SRD, if you find that the SRD is no longer required because you are not providing the service offering of the SRD, you can delete the SRD.

To edit, copy, or delete a service request definition

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Configure Application tile, and from the menu select Request Definitions.
   Alternatively, you can also navigate to Remedyforce Workspaces > Service Request Management > Request Definition.
3. In the Request Definitions list view, select the SRD that you want to edit, copy, or delete.

4. Perform one of the following actions:

Suspending creation of fulfillment process until service request approval

To suspend the creation of fulfillment process associated with a service request, you must configure the following settings:

• The Automatically Submit for Approval 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 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 value to True and thereafter, tasks and change requests associated with this service request are created.

Configuring service request settings

On the Remedyforce Administration > Application Settings > Service Requests page, all the settings that are applied to all service requests are provided.

The following table lists the settings that are available on the page:

Recording the same information in all service requests

If there is some information that you require clients to enter for all service requests, such as department number of client, use one of the following options:

To add input fields to capture the information to a service request definition (SRD).

1. Add input fields to an SRD.
2. Map the values of these fields to template fields.

The mapping ensures that the values entered by client are recorded with the service request. Note that you need to repeat these steps for each SRD.

To add custom fields to the Incident and Request Detail objects.

1. To capture the information, add custom fields to the Incident and Request Detail objects.
   For more information, see the Salesforce Help.
   Important: For BMC Remedyforce to populate the value of the Request Detail fields in the Incident custom fields, ensure that you use the same Field Name and data type when you add fields to the Request Details and Incident objects. 

2. Add these fields to

   Out-of-the-box Request Details field sets

   BMC Remedyforce provides the following out-of-the-box field sets for the Request Detail object:

   • Service Request Left Panel: To add fields in the left panel of the Service Request form in the Self Service web browser (Remedyforce Self Service tab).
   • Service Request Right Panel: To add fields in the right panel of the Service Request form in the Self Service web browser.
   • Salesforce1 - Service Request Panel: To ensure that clients view the same set of fields in the Self Service web browser and the Salesforce1 mobile application, BMC recommends that the Salesforce1 - Service Request Panel field set contain all fields that are added to the other two field sets.

   By default, no fields are assigned to these field sets. You can customize the Service Request form by adding custom fields to these field sets. When you add custom fields to the field sets, the custom fields are displayed on the Service Request form in the order in which these fields appear in the field sets.

   When you create a custom field, it is available on each of the field sets that are to be added on the custom form.

3. On the Remedyforce Administration > Application Settings > Service Requests page, select the Populate the values of Request Detail custom fields in Incident custom fields check box.

In some cases, BMC Remedyforce does not populate the custom field values in the service request in the Incident custom fields

Note: BMC Remedyforce applies default filter criteria to Lookup type fields in the out-of-the-box field sets in the RequestDetail object. For more information, see Considerations for creating lookup filters for service request definitions.

Determining the category applied to a service request

There are multiple ways to apply category to a service request. Based on your requirements, you can decide where to use the category that must be applied to the service request. The following table provides the actions that you must take to ensure that correct category is applied to the service request:

If a category is available in the request definition and the incident template used in the request definition, which category is applied to the service request, depends upon the Replace form field values with template field value setting check box on the Remedyforce Administration > Application Settings > General Application Settings page, the following table describes which category is applied to the service request:

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