This documentation supports the 18.02 version of BMC Digital Workplace. To view the latest version, select the version from the Product version menu.

Creating questions with default responses

As a catalog administrator or internal service supplier, you can configure questions to be prepopulated with default answers. You have the following options to prepopulate question responses in a service questionnaire:

As a catalog administrator, you can also enable a global setting to share responses between the same questions in a shopping cart. For more details about this functionality, see Enabling questions to share responses between multiple services in the same cart.



Before you begin

Create either or both of the following items:

To set the default value for a question

  1. From the Questions tab of the Questions Designer, add a Text Field question to the canvas.
  2. Enter the Label that is displayed on the questionnaire.
    In this example, set to Requester's name.
  3. Toggle Default Value to selected.
  4. To set the default value to a value in the service context, for Type, select Service Broker Context.
    The alternative to Service Broker Context is Custom Text, which enables you to enter a specific value.
  5. Select the Context Variable.
    For this example, select Requested For Full Name
  6. Click Save.

To create an action that triggers default responses

You can create actions that will trigger responses for questions that you add onto the canvas.

Options for creating default responses based on action triggers

Action triggers can prepopulate question responses with information only from Remedy forms, and only for the following question types:

  • Text Area
  • Text Field
  • Date
  • Date & Time
  • Time

Perform one of the following actions:

To create an action that triggers responses when the questionnaire opens

In this scenario, trigger conditions are optional. If you do not specify trigger conditions, the action is always triggered when the questionnaire opens. You can use trigger conditions to trigger an action in response to a specific response to another question. If you use trigger conditions, consider that when the end user makes the request, only questions that have the matching value when the questionnaire opens are triggered. Unanswered questions match the condition of {no value}. Questions with a default value (prefilled question responses) are already answered. In addition, questions might already be answered because they are prefilled from previous requests in the same cart, or because a service is requested again. 

  1. From the left pane of the Questions Designer, click Actions and then click Add an action.
  2. Enter a descriptive Action Name.
  3. For Trigger, select Open questionnaire.
    For this example, do not set the Trigger Conditions because the action is always triggered when the questionnaire opens.  
  4. To select the Remedy form, click Add Form, search for the form, and then add it. 
    This examples uses CTM:People, which contains the Remedy IT Service Management data about people.
  5. Build an expression into the query box that is used to select the appropriate record from the form. 
    For this example, perform the following steps to build the query:
    1. Click Insert field, search for name, and select Remedy Login ID from the list of fields on the CTM:People form.
      By default, the expression builder adds is and prompts you to select the value. In this example, leave the default of is. You can click is to see other options, such as is not and contains.
    2. Click the box prompting Please Select, and select Requested For from the Variable data.


      You can use variable data to select records based on the user. If any question responses are prefilled or have default values, you can  select those questions. Alternatively, you can select free text to enter a specific value. 
      The query runs at the time of the user request. The search is restricted to the list of records that the user has permissions to view. For more information about the query syntax, see Using fields in the advanced search bar in the BMC Remedy AR System 9.1 documentation.
  6. Map data from the Remedy record to a question response. 
    To add the mappings used in the example, perform the following steps:
    1. Click Add Mapping.
    2. In Form Field, search for name, and select ManagersName
    3. For the Question Response, select Approver. You can select only questions that are already on the canvas.
  7. Save the action.

The system validates the query syntax for the trigger conditions (if applicable) and for the question response. If the syntax is not valid, the query is highlighted with a warning. The query uses standard Action Request System syntax. For more information, see Using fields in the advanced search bar in the BMC Remedy AR System 9.1 documentation.

In the following illustration, the Requester's name field is prepopulated with a default value and appears on the canvas as prefilled. An action sets the Approver response to the manager of the requester, as recorded in the CTM:People form.

To create an action that triggers responses based on responses to other questions

You can define actions that are triggered based on how a user answers a question. These actions can update other question responses. 

In the following illustration, the user response to the Site is a trigger that sets the responses to the Shipping Address questions. In this example, the action is triggered in response to the user selecting any site. 

The following steps show how to create the action illustrated in this example. 

  1. From the left pane of the Questions Designer, click Actions and then click Add an action.
  2. Enter a descriptive Action Name.
  3. For Trigger, select Answer question.
  4. For the Trigger Conditions, build an expression that recognizes that a value for the site is selected by performing the following steps:
    1. Click Insert question, and select Site.
    2. Click is and change to is not.
    3. Click Please Select and select {no value}.
  5. To select the Remedy form, click Add Form, and then search for the form and add it. 
    This example uses SIT:Site, which contains the Remedy IT Service Management data about sites in the organization.
  6. Build an expression into the query box that is used to select the appropriate record from the form. 
    In this example, perform the following steps to build the query:
    1. Click Insert field, search for name, and select Site ID from the list of fields on the SIT:Site form.
      Choose Site ID because you set the Site response actual value to Site ID
      By default, the expression builder adds is and prompts you to select the value. In this example, leave the default of is. You can click is to see other options, such as is not and contains.
    2. Click the box prompting Please Select, and select Site
  7. Map data from the Remedy record to a question response. 
    To add the mappings in the example, for each field in the address, click Add Mapping, and map the field. For example, map the Form Field of Street to the Question Response of Street
  8. Save the action.
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