Note

   

This documentation supports the 20.21.02 version of BMC Helix Remedyforce.

To view an earlier version, select the version from the Product version menu.

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:

AnnotationNameDescription
1List viewSelect the required SRDs from the Title column of the list view.
2

Create

Create a new SRD.

Copy

Create a copy of the selected SRD.

Delete

Delete the SRD.

Views

Select active items, inactive items, and to add refresh duration for the list view.

Actions

Select options to make the SRD online or take it offline.

Note:

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

Group by

Group the list view based on its columns.
3Search Search for required SRDs and navigate through the list view.


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.  

Note

 To create or edit SRDs, user's profile or permission set must have the View Setup and Configuration permission.



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

TaskAction
Step 1: Providing general information for SRD

General information includes details such as title, category, service, service offering, template selection, and so on.

You can provide these details on the General Information tab.

Step 2: Adding inputs for SRD

For capturing user inputs through the service request forms, user instructions and input fields are to be added.

You can add these details on the Input tab.

Step 3: Configuring fulfillment of SRD

For an SRD to be fulfilled, you need to create task/change request fulfillment processes, map fields, and add fulfillment criteria.

You can perform these actions on the Fulfillment tab.

Step 4: Configuring display options for SRD

Display options includes details such as selecting fields whose values are to be displayed to users. And fields wherein you want users to provide information. 

You can select these details on the Display Options tab.

Step 5: Configuring entitlement of SRD

Entitlement includes settings for showing an SRD to users of specific accounts and to specific profiles or permission sets.

You can configure these settings on the Entitlement tab.

Step 6: Making SRD available in Self Service

This includes the settings to make an SRD available for use on Self Service. Once you complete five-step configuration, applying these settings will make the service request available to clients.


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: 

Field

Description

Request Details
TitleProvide a name for the request definition, such as New Hire Request.
Category

To select from existing categories, click Search in Category and to create a new one, click New Category

The Select From Categories window displays Service Request categories and categories that are available to both Incident Management and Service Request Management. Incident categories appear in this window if they are parent categories to Service Request categories. Use the filter to display the required categories.

Description

Add more information about the request definition. To add any information in the Rich Text Format (RTF), click Rich Text Description. You can view the embedded RTF text (for example, images, different fonts, comments) in the preview section of the service request in Self Service.

Note: Copying images and pasting them to the Rich Text Description field is not supported.

Service

To select from existing services, click Search in Service and to create a new one, click New Service

After selecting a service, if you add a new service, the new service is not replaced in the Service field. The new service will appear in the Service lookup field. This behavior is applicable to all fields where you can add a new value.

Note:

For the SRD to appear on Self Service and Console, ensure that the Mark as Deleted checkbox is unchecked.

Service OfferingTo select from existing service offerings, click Search in Service Offering and to create a new one, click New Service Offering.

Note:

For the SRD to appear on Self Service and Console, ensure that the Mark as Deleted checkbox is unchecked.

Service Request Template

To select from existing templates, click Search in Service Request Template and to create a new one, click New Service Request Template.

Incident Template

To select from existing templates, click Search in Incident Template and to create a new one, click New Incident Template.

This template will be used to create the service request record on which a staff member will work.

Price and Availability Details
Price, Cost, Start Date, and End Date

When you select a service offering, the Price, Cost, Start Date, and End Date of the service offering are populated in the Price, Cost, Start Date, and End Date fields of the SRD. However, you can change the values in these fields.

By default, the currency is displayed in U.S. dollars. You can configure the currency used in Service Request Management on the Remedyforce Administration > Application Settings > General Application Setting page.

Note:

If you specify the Start Date and End Date while creating an SRD, only those SRDs that fall in this date range are available in Self Service. However, selecting the date range is not mandatory while creating an SRD.

Turnaround TimeEnter the time in which the staff member, working on the service request, must acknowledge the service request to client.
Status

When you are creating the SRD that might go under a review process before making it available to clients, select the status as Requirements, Draft, or Waiting Approval. Once you complete the SRD configuration, select the status as Deployed.

Make OnlineSelect this check box to make the service request available in Remedyforce Console and Self Service.
Automatically submit for approval Select this check box to automatically submit service requests for approval. In this case, a manual submission is not required, and any fulfillment process associated with this request are also suspended. To know more about suspending the fulfillment process, see Suspending creation of fulfillment process until service request approval.
Show in Remedyforce MobileSelect this check box to show the request definition in the Salesforce Mobile App. Ensure that when you select this check box, the Make Online check box is also selected.
Other Details
Image

Click Select an Image to display an image to Self Service clients in the Top Requests panel.

  • Click Select from Salesforce to choose an image that is uploaded to the BMC Service Request Icons folder of the Documents tab of your Salesforce.com organization. To ensure that the image is visible in Self Service, to the client profile (ServiceDesk Client), assign permission to the Salesforce Document object.
  • Click Select from computer to choose an image from your computer.

Note: We recommend that you use an image of size 32 x 32 pixels. Also, once you add an image to the SRD, you cannot delete the image.

URL for more informationIf available, enter the URL that provides more information about the service request definition.
Self Service Link

This field is populated automatically only after you save the SRD. Use the link in this field as a direct link to the service request definition.

You can embed this direct link on your intranet or send it by using an email message. When the user clicks the link, the corresponding form opens in Self Service. 
For more information, see Providing direct links for Self Service components.

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: 

Field

Description

User Instructions
User Instructions

Enter instructions that you want to display to the client in Self Service.

Note: The User Instructions field does not support rich text, images, and hyperlinks. 

Rich Text Instructions

Enter instructions in rich text format such as different font sizes, bold, and italics. 
In addition to rich text content, Rich Text Instructions supports images and hyperlinks too. 

Copying images and pasting them to the Rich Text Instructions field is not supported.

Note: If you add instructions in the User Instructions and Rich Text Instructions fields, the instructions in the Rich Text Instructions field take precedence.

Request Input

Add

Click this button to add the required input fields. A wizard will guide you to provide the following details:

  • Choose Response Type: The type of field that is to be added.
  • Input/Prompt field: The text that will inform clients what inputs are required (such as Enter your location).
  • URL and Tooltip fields: The URL that is associated with the input field and its tooltip.
  • Prompt/Question Properties: The check boxes to decide how to render your field on the form.
    For more information about adding a field of response type Header Section, Lookup, Picklist, or Radio Button, see Creating input fields for an SRD.

  • You can click the Prompt/Question values to edit them.
  • 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 might be valid for all response types.
  • 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.


Note:

After you enter details for the input field creation and click Save, to return to the Request Input list view, you need to click Cancel.

Request Input

Each of inputs fields you add appear in the Request Input table. Within the table, you can perform the following actions on the Input fields.

  • Edit
  • Delete
  • Clone
  • Reorder by using up and down arrows
  • Reorder by dragging and dropping input fields
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:

ProcessOverview

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


The Fulfillment Process section is to create the change request and task fulfillment processes for the actions that are required to complete the service request.

  • Remedyforce supports a maximum of 200 linked templates including task and change requests templates.
  • If the service request is closed before all task templates are closed, the task templates are not created if they are not yet scheduled.
  • You cannot configure the order of execution for change request templates. 
  • The task templates are executed only after the service request is approved.
  • If an incident is created by selecting an incident and a request definition template, the tasks of the incident and the SRD templates execute independent of each other.
To map request input fields to fields of the selected fulfillment record

In Map Fields section, you can map service request inputs to Incident, Task or Change Request fields for which fulfillment processes are created. You can map multiple input fields to one field.  If you do not want to map all these fields to the out-of-the-box fields of the IncidentTask, or Change Request object, add custom fields to the required object, and then map the input fields to the custom fields.

For example, you add templates that contain the Urgency field. You map the Input lookup field to the Urgency field of each template. In Self Service, when a client selects HIGH as the Urgency of the service request, HIGH is populated in the Urgency fields of the change request, task, and incident records that are created because the template was executed. The staff members fulfilling the service request become aware that the records assigned to them have a high urgency.

  • The values of the input fields are concatenated and populated in the selected output field. If the data type of the output field is Text, the concatenated values of the input fields are separated by a semicolon in the output field. If the data type of the output field is Text Area, Text Area (Long), or Text Area (Rich), the concatenated values of the input fields appear on new lines in the output field. The input fields are concatenated in the output field according to the order defined in the fulfillment mappings .
  • If the length of the concatenated values is greater than the capacity of the output field, the extra text is truncated from the output field. For example, if the length of the concatenated values is greater than 300 characters and you have mapped the input fields to an output field of the Text data type, the extra 45 characters are truncated from the output field. The truncation occurs because the length of a Text data type field is 255 characters.
    For example, if the service request uses three input fields to record details from the user, you can map the values of these input fields to the Description field of the Request Detail template. When the staff member is working on the service request, they can view all three input values in a single Description field.
  • If a client edits an input field mapped to an incident template field and saves a blank value, blank value will be mapped to the incident field.
  • The Prefix prompts to user inputs 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.

  • If the mapped lookup field has a value and the input lookup field is kept blank, while editing service request, the mapped field is not cleared. 
    For example, in a request definition, you have mapped the Select a Service Input field to the Service output template field. If the user updates the service request and clears the Select a  Service input field, then the Service output template field remains unchanged.
  • You cannot create mappings for the following fields: Auto Number, Email, Formula, Percent, Phone, Roll-Up Summary, and URL.

To add criteria to filter which CIs and assets are shown to staff members

In the Fulfillment Criteria - CMDB section you can configure criteria for only those service requests that require staff members to assign a configuration item (CI) or asset to the request.

Many times, staff members need to select a CI or asset to fulfill a service request. For example, to fulfill the New Hire service request, a staff member might have to provide a laptop or computer system to the new employee. To assign a laptop or computer system to the new employee, the staff member will have to search for the appropriate CI in the CMDB, which can be tedious.

  • You configure filter criteria to show only those CIs or assets to the staff member that qualify the criteria, such as all the CIs where Primary Capability is LaptopAsset Status is In Stock - Available, and status is not equal to Deployed.
  • After the service request is approved, while working on the service request, the staff member will select the Fulfill Request (CMDB)option from the Actions menu and all the CIs and assets that fulfill these criteria will be displayed.
  • When the staff member selects the CIs or assets that are required to fulfill the request and clicks the Fulfill Request (CMDB) button, the form to edit multiple CIs or assets is shown where the staff member can update the selected CIs or assets.
  • The CIs or assets that the staff member will select to fulfill a service request are linked to the record and are shown in the Linked Configuration Items and Assets related list. Also, the service request is linked to the CIs or assets that have been selected to fulfill the service request and are shown in the Details > Service Requests tab of the Instance Editor.

Note:

For staff members to be able to see the Fulfill Request (CMDB) option, ensure that you configure an approval process that updates the Approved check box as selected after a service request is approved. If you are not configuring an approval process, add the Approved check box to the Service Request form and inform staff members that they must select this check box for the Fulfill Request (CMDB) option to be enabled. For more information, see Customizing forms for the Remedyforce Console tab.


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: 

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

    Response typeValid 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)

    HyperlinkHyperlink

    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: 


From this section, select from the following fields whose values you want to display to the users:

  • Turnaround Time
  • Price
  • Date Expected
  • Phone
  • Email
  • Instructions
  • Assigned To
  • Approvals

Refer to the following table for detailed information about these fields, their configuration, and display:

Field

Field description

Field display

Self ServiceRemedyforce Console
Turnaround Time

This field is configured from the General Information tab under the Price and Availability Details section.

Displayed on the New, Edit, Draft, and Details form of a service request.

Not displayed on Remedyforce Console.

Price

This field is configured from the General Information tab under the Price and Availability Details section.

Displayed on the New, Edit, Draft, and Details form of a service request.


Displayed on the service request form of Remedyforce Console.

The display of this field is dependent on Apply Quantity and Price field settings for staff members setting under the Service Request Details for Staff Members section.

Date Expected

This is an auto-calculated field.

The calculation is done by adding the turnaround time to the current date and time.

Displayed on the New, Edit, Draft, and Details form of a service request.


The display of this field is not controlled by the configurations made under the Display Options tab. It is controlled by the Apply Date Expected and Date Required field settings for staff members check box.

For more information, see Apply Date Expected and Date Required field settings for staff members.

Phone

This values are configured at the User level.

This field provides the phone number of the user for which the service request is being created.

Displayed on the New, Edit, Draft, and Details form of a service request.

On Remedyforce Console, value is displayed as a tooltip on the Client ID lookup field.

The display of this field is not controlled by the configurations made under the Display Options tab.

Email

This values are configured at the User level.

This field provides the Email ID of the user for which the service request is being created.

Displayed on the New, Edit, Draft, and Details form of a service request.


On Remedyforce Console, value is displayed as a tooltip on the Client ID lookup field.

The display of this field is not controlled by the configurations made under the Display Options tab.

Instructions

This field is configured from the Input tab of an SRD.

Displayed on the New, Edit, Draft, and Details form of a service request.

Not displayed on Remedyforce Console.

Assigned To

The assignment configuration is not a part of the SRD configuration.

However, you can configure the assignment for service requests through one or many ways.

For instance:

  • Under Remedyforce Administration > Configure Self Service > Incidents.
  • Auto Assignment Rules.

Displayed only on the Service Request Details form.

Displayed only when the service request is assigned to a staff member.

Note: This field is not displayed if the service request is assigned to a queue.


Assignment Details section is displayed if you have the Queue and Staff/Owner fields on the service request form.

The display of this field is not controlled by the configurations made under the Display Options tab.

Approvals

An approval process needs to be configured for service requests For more information, see Creating an approval process.

For an SRD, select the Automatically submit for approval checkbox from the General Information tab, under Price and Availability Details section if automatic submission of a service request is required.

Approvers field and Approvals section are displayed on the Service Request Details form.


For a service request on Remedyforce Console, this value is displayed in the Details form under Approval History section.

The display of this section is not controlled by the configurations made under the Display Options tab.


From this section, select from the following fields where you want the users to enter information:

  • Date Required
  • Quantity
  • Attachments
  • Make Attachment Required in Self Service

Refer to the following table for detailed information about these fields, their configuration, and display:

Field

Field description

Field display

Self Service Remedyforce Console

Date Required

Select this for clients to provide information while they submit a service request.

Displayed on the New, Edit, Draft, and Details form of a service request.

The display of this field is not controlled by the configurations made under the Display Options tab. It is controlled by the Apply Date Expected and Date Required field settings for staff members check box.

For more information, see Apply Date Expected and Date Required field settings for staff members.

Quantity

Select this for clients to provide information while they submit a service request.

Note: The values for Quantity and Unit Price are used to calculate the Total Price.

Displayed on the New, Edit, Draft, and Details form of a service request.


Displayed on Remedyforce Console.

The display of this field is dependent on the Apply Quantity and Price field settings for staff members.

AttachmentsSelect this if you want to provide the attachments option to clients while they submit a service request.

Attachment option is displayed on the New, Edit, Draft, and Details form of a service request.


On Remedyforce Console, user can add attachments under the Actions menu, Activity Feed, SmartView, and the Details form.

Make Attachment Required in Self ServiceSelect this if you want to make the attachments option as required for the clients while they submit a service request.

Attachment option is displayed on the New, Edit, Draft, and Details form of a service request.

Attachments can be made required for Self Service.

NA


From this section, select from the following settings to be applied to your fields:

  • Apply Quantity and Price field settings for staff members
  • Apply Date Expected & Date Required field settings for staff members

Refer to the following table for detailed information about the settings, their configuration, and display:

Setting

Setting description

Setting display

Self ServiceRemedyforce Console
Apply Quantity and Price field settings for staff members

Select the Apply Quantity and Price field settings for staff members checkbox if you want the same Quantity and Price field display configurations (that you performed for clients in the preceding steps) to also apply for staff members.

Note:

If you do not select this check box, the Quantity and Price fields are always shown to staff members irrespective of values selected for display options – Quantity and Price.

For instance,

  • If you do not select the  Quantity check box for clients, and you select the Apply Quantity and Price field settings for staff members check box, the Quantity field is not shown to clients and staff members. 

  • If you do not select the  Quantity check box for clients, and you do not select the Apply Quantity and Price field settings for staff members check box, the Quantity field is not shown to clients.
    However, it will be shown to the staff members. 
NANA
Apply Date Expected & Date Required field settings for staff members

Select this check box to control the display of the following fields in Remedyforce Console:

  • Date Expected
  • Date Required
Apply Date Expected & Date Required field settings for staff members

Date Expected & Date Required

Both the fields are displayed in Remedyforce Console?
SelectedSelectedYes
SelectedNot selectedNo
Not selectedSelectedYes
Not selectedNot selectedYes


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: 

Field

Description

Configure entitlement for

Choose either of Remedyforce Console or Self Service from the drop down.
Show request definition to

Select Everyone or Selected Accounts.

Available AccountsAdd accounts from the list of Available Accounts. (Only active accounts will be available.)
Within Everyone or Selected Accounts, show request definition toSelect Users of selected profiles or Users of selected permission sets based on your preference.
Available ProfilesAdd the profiles or permission sets from the list. (A maximum of 1000 profiles or permission sets will be listed.)
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. 


For users who have linked accounts, to understand how an SRD is shown to Self Service users based on the Entitlement tab settings, refer to the following table:

All AccountsSelected AccountsAll UsersSelected ProfilesSelected permission setsVisibility of SRD to users to whom an account is assignedVisibility of SRD to users to whom an account is not assigned
(tick) (tick)  VisibleVisible
(tick)  (tick) Visible to users with selected profilesVisible to users with selected profiles
(tick)   (tick)Visible to users with selected permission setsVisible to users with selected permission sets
 (tick)(tick)  Visible to users with selected accountsVisible
 (tick) (tick) Visible to users with selected accounts and selected profilesVisible to users with selected profiles
 (tick)  (tick)Visible to users with selected accounts and selected permission setsVisible to users with selected permission sets


There are few users who do not have accounts. In that case, the entitlement will be based on the setting Restrict  entitlement for users who do not have a linked account. For more information about this setting, see General settings for Remedyforce. With respect to this setting, the entitlement will be as follows:

  • If you upgrade from any version earlier than 20.19.02 (Summer 19), the setting Restrict entitlement for users who do not have a linked account will be available for configuration. It will be unchecked by default.
  • When the Restrict entitlement for users who do not have a linked account setting is not enabled, the SRD visibility will be as follows:
    • If Show request definition to is set to Everyone, the SRD will be visible to everyone.
    • If Show request definition to is set to Selected Accounts, then among those selected accounts the SRD will be visible to users with linked accounts and users without linked accounts.
  • When the Restrict  entitlement for users who do not have a linked account setting is enabled, the SRD visibility will be as follows:
    • If Show request definition to is set to Everyone, the SRD will be visible to everyone.
    • If Show request definition to is set to Selected Accounts, then among those selected accounts the SRD will be visible to users with linked accounts. However, the SRD will not be visible to users without linked accounts.


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: 

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

  • Click Save.


Creating input fields for an SRD

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

Overview of 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. For more information, see Header Section.

Hyperlink

Administrators can add hyperlinks in service request definitions for sharing relevant policy guidelines, documents, and external links.

In Self Service, you can view the tooltip associated with the request input. To view the tooltip, hover over the URL associate with a hyperlink.

For more information, see Hyperlink.

Note: All applications of BMC Helix Remedyforce except for Self Service 2.0 support the hyperlink feature. 

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.

Note:

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.


For more information, see Lookup.

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.

For more information, see Picklist.

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.

For more information, see Radio button.

Text AreaEnables your clients to enter text with 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 show the text box in the second column (by selecting Display in Second Column).
  • 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.
Text FieldEnables your clients to enter up to 255 characters in separate lines.

For information about configuring fields on Input tab, see Step 2: Adding inputs for SRD.


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.

Note

  • 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), BMC Helix Remedyforce supports complex set of separators for the input fields such as Picklist, Multi-select Picklist, Radio buttons, Display Conditions, Invoke Template Conditions, and for Validations. However, these separators will be used only for newly created or updated input fields post 20.19.02 and will not have any impact on the existing functionality. If you have used Ukrainian Characters in input fields before 20.19.02, you need 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, 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.

Note

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


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. 

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.
  • While creating a lookup field for the User object, when you add filter criteria for Profiles and Roles, the lookup list displays maximum 2000 records.
    You can use the Search box to search for required records.

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.


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.


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:

    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.

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 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.


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 Typelist, 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:

Prompt/Question Property

Applicable to

Description

RequiredDate, Date/Time, Number, Picklist, Radio Button, Text Area, Text Area (Rich), Text FieldSelect to make an input field required to be filled when raising a service request.
HiddenCheck box, Date, Date/Time, Lookup, Number, Picklist, Radio Button, Text Area, Text Area (Rich), Text FieldSelect to hide an input field. You can use this check box along with Conditional check box.
ConditionalAll

When you select the Conditional check box for an Input field on the Input tab of a request definition, you need to define the conditions to display the Input field.

For example, if the designation of a new employee is Manager or above, the IT department must know if a mobile device has to be issued. Add a check box response type with Input/Prompt as Procure mobile device and select the Conditional check box.

You can create conditions only for those Input fields that precede the current Input field. If you change the display order of the input fields, the Input field used to create the condition might appear below the current Input field in Self Service.


Note: 
We recommend that you define the display order according to the conditions that you have created. Also, while creating an SRD in Self Service 3.0, if the conditional fields are above the controlling fields in the input order of the SRD, the conditional fields are not displayed even if the condition is met.Depending on the input field added to the condition, the 
Field Value field dynamically displays the appropriate option to enter a value.

ValidateDate, Date/Time, Number, Text Field

When you are adding validations for an input field, consider the following points:

  • The validation rule for an input field is evaluated only if a user enters a value in the corresponding input field. For example, if a validation rule is defined specifying the maximum and minimum values for a Number Response Type of input field, and the user does not enter a value in the input field, then the validation rule is not evaluated when the user submits the request. If the above input field is defined to be a required field, users must enter a value that is within the range defined in the validation rule to submit the service request.
  • The validation rule section should contain the condition that specifies the valid data for that input field. Error message is displayed if the validation rule condition evaluates to False. For example, if validation rule section specifies the maximum and minimum values for a Number Response Type of input field, then the two values define the valid range of values that the user can enter in that particular field. If user enters a value that is not in the specified range, an error message is displayed when the user tries to submit the service request.
  • When a user submits a service request, Remedyforce application evaluates all validation rules defined for the input fields for the service request. If multiple validation rules fail, then a maximum of 10 validation error messages are displayed at a time to the user.
    Note: You can customize the error messages that are displayed in case any of the validation rules fail. The error messages can be customized like other labels. To know more about how to customize a label, see Salesforce Help.

Note: This check box is available only if you are using Self Service 2.0.

Display in Second ColumnCheck box, Date, Date/Time, Hyperlink, Lookup, Number, Picklist, Radio Button, Text Area, Text Area (Rich), Text FieldSelect the check box display the input field in the second column. This setting would help you create a two column layout for the input fields.
Invoke TemplateCheck box, Date, Date/Time, Lookup, Number, Picklist, Radio Button, Text Area, Text Area (Rich), Text Field

If you have configured an input field to invoke a Task template when an assigned value is entered in the input field, the Task template is executed only if the assigned value is entered. If the assigned value is not entered, the selected Task template is not executed and the remaining Task templates in the Template tab are executed in the defined execution order. For example, you have created an Input field of the Radio Button response type with the following values:

  • Hardware
  • Software
  • Network
  • Connectivity

You have configured the Input field to invoke the Task 1 template when the user selects Hardware as the value of the Input field. If the user selects Hardware, the Task 1 template is executed. If the user selects Software, Network, or Connectivity, the Task 1 template is not executed and the remaining Task templates are executed in the defined execution order.

You can define multiple conditions to invoke a template. If a user enters a value defined in any of the conditions, the mapped template is invoked. For the Picklist Response Type, if the Allow Multiple Selection check box is selected, you can define a condition based on multiple values. In this case, a mapped template is invoked only when a user selects all the values defined in the condition.

Note:
  • When you invoke a template based on multi picklist values, ensure that your character limit does not exceed 200.
    For example, if you select value 1, value 2, and value 3, ensure that the sum of their characters does not exceed 200.
  • While defining conditions to invoke a template, if you do not find the desired record in the Value list, edit the record, save it, and click the Condition to invoke link. The Condition to invoke window displays the edited record on the top in the Value list.

Allow Multiple SelectionPicklist

Select to enable clients to select more than one options from the input field of type Picklist. You can also select the Conditional check box with the Allow Multiple Selection check box.

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:

    Goal

    Action

    Copy

    Click .
    The Automatically submit for approval check box is cleared when you copy an SRD. You must select this check box if you want to submit the SRD for approval when matching criteria is met.

    Delete

    Click . In the confirmation dialog box, click Yes.

    Edit

    Click the request definition and make the required changes. 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 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:

Setting

Description

Populate the values of Request Detail custom fields in Incident custom fieldsEnables you to populate the values of custom Incident fields in service requests.

Default Queue Assignment

  • Task Templates
  • Change Request Templates

On the Fulfillment tab of a service request definition, if you add Change Request and Task templates that are used to fulfill the service request, BMC Remedyforce creates the change request and task records of the templates that you have added. You can configure BMC Remedyforce to assign these change requests and tasks to a default queue. When you view these change requests and tasks, the Staff Assignment Details section displays the queue to which you have assigned the change requests and tasks.

If the Enable Queue and User Assignment check box on the Remedyforce Administration > Application Settings > Record Assignment  page is selected, the Queue and Staff fields are displayed in the Staff Assignment Details section. While creating a template, when you select the  Owner ID  field in a template, the Select from Queue window is displayed and you can select a queue first and then select a staff member of the queue.

  • To assign a default queue for all new tasks that are created to fulfill a service request, select the required queue in the Task Templates list.
  • To assign a default queue for all new change requests that are created to fulfill a service request, select the required queue from the Change Request Templates list.

Note: If the Owner ID field is populated in the Change Request or Task templates, the change request and task records of the templates are assigned to the owner specified in the Owner ID field. The Owner ID field in the template takes precedence over the default queue assignment. If the Owner ID field is not populated, a queue is not configured for the Change Request and Task templates, and the service request is submitted by a client in Self Service, then the change request and task records of the templates are assigned to the client. If the Owner ID field is not populated, a queue is not configured for the Change Request and Task templates, and the service request is submitted by a staff member or system administrator in BMC Remedyforce, then the change request and task records of the templates are assigned to the staff member or system administrator.


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

    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:

Category applied from

Actions

Client input
  • Add an input field of type Lookup to the Category object to a service request definition.
  • Map this input field to the Category field of the Incident object.
  • Client or staff selects or provides a value to the input field.
Request Definition
  • Ensure that the category can be displayed in Self Service.
  • Navigate to Remedyforce Administration > Application Settings > General Application Settings, and ensure that the Replace form field values with template field values check box is clear.
Incident template
  • Category used in a service request definition is not selected for display in Self Service
  • A category is configured in the selected incident template
  • Navigate to Remedyforce Administration > Application Settings > General Application Settings, and ensure that the Replace form field values with template field values setting check box is selected.

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:

Replace form field values with template field values check box status

Category selected in Incident template

Category selected in SRD

Category applied to service request

SelectedApplicationsAccount AdministrationApplications
SelectedNA (no category is selected)Account AdministrationAccount Administration
ClearApplicationsAccount AdministrationAccount Administration
ClearNA (no category is selected)Account AdministrationAccount Administration



Related topics

Managing smart practices content

Getting started with service request management

Configuring settings for service requests in Self Service

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