This documentation supports the 20.02 version of BMC Digital Workplace Advanced.

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

Adding questions to a questionnaire

To create a service questionnaire, as the catalog administrator, internal service supplier administrator, or internal service supplier, you must add questions to the canvas and configure them as required.  

For each question in a questionnaire, you must configure the question settings based on a form element type. A different set of settings is available for each form element type. The available settings are described in the Available settings for each form element matrix.


To configure a question in the questionnaire

  1. In Question Designer, perform either of the following steps:
    • To add a process question, select a question from the Process Questions list, and click on the + button to add this question onto the canvas
    • To add a non-process question, click Add next to the User Generated Questions.  
  2. Select a type of question to display.
    Depending on the form element that you select, different settings are available.
  3. Configure the selected form element as required. 
    For information about the available settings, see Form element settings.

Question types

The different question types give you different options for displaying responses to users. The question types are categorized by the methods for entering question responses as follows:

Text input questions

End users need to type text to answer these questions

Question typeDescription

Text area

This question form is displayed to end users as a text area for submitting an answer.
Text field

This question form is displayed to end users as a text field for submitting an answer.

Password

This question form is displayed as a text field. When end users enter a value in this field, the entered value is substituted by asterisks.

An answer submitted for the Password question is encrypted in BMC Digital Workplace Catalog by default.

Notes:

  • A password value is decrypted only by the native BMC Digital Workplace Catalog connectors. If a workflow contains actions from the RCF or Integration Service connectors, in Question Designer, turn on the Disable password encryption toggle.
  • For cases from BMC Helix Business Workflows, the Password question type should only be used in the Questions & Answers section of the Create Ticket action.

Selection questions

End users select a value or select an attachment. 

Question typeDescription
Toggle

This question type is displayed as a selection question with a Yes or No answer to the question.

File attachment This question type enables end users to browse for a file, and attach it to the questionnaire.

Selection menu questions

End users select a value from the list of available values.

Question typeDescription
Dropdown (single select)This question form is displayed to end users as a drop-down list with a list of values available for selection. End users can select only one value as an answer to the question.
Dropdown (multi-select)This question form is displayed to end users as a drop-down list with a list of values available for selection. End users can select multiple values as an answer to the question.
CheckboxThis question form is displayed to end users as a list of values with check boxes available for selection. End users can select multiple check boxes.
Radio ButtonThis question form is displayed to end users as a list of values with radio buttons available for selection. End users can select only one radio button as an answer to the question.
Lookup

This question form is displayed to end users as a field where they start typing the answer, and then the possible values for selection are displayed. End users can select only one value for a lookup question.

Counter

This question form is displayed to end users as a field where the user can click the down arrow or up arrow to select a value, or type the allowed numeric value.

When you import an SRD (from BMC Service Request Management) with a questionnaire that has questions of a range type, these questions are mapped to the counter question type after import.

Note:

Selection table questions

End users select a row or multiple rows from a table.

Question typeDescription
Table (single select)This question form is displayed to end users as a table. End users can select a single row as an answer to the question.
Table (multi-select)This question form is displayed to end users as a table. End users can select multiple rows as an answer to the question.

Data and time questions

End users select date and time.

Question typeDescription
Date

This question is displayed as a calendar selection widget.

Date & Time

This question is displayed as a calendar selection widget and time selection field.

Time

This question is displayed as time selection field.

Date Restrictions

For Date and Date & Time questions, you can add restrictions that enable end users to select a date within a fixed or relative range of dates. To add restrictions, select the Date Restrictions, and configure the following settings:

 Version 20.02
  • Time Zone—Sets the timezone for the request window.
    For example, if the timezone is set to Los Angeles (UTC-07:00), the window will end three hours after midnight for someone in New York (UTC -04:00).
  • Window start—Sets the date when the restrictions starts.
  • Window end—Sets the date when the restriction ends.
 Version 20.02.01 and later
  • Time Zone—The timezone used for the request window.
    For example, if the timezone is set to Los Angeles (UTC-07:00), the window will end three hours after midnight for someone in New York (UTC -04:00).

  • Window start and Windows end—Sets a time range.
    • No limit—Any date.
    • Question Response—A Date or Date & Time question whose response you want to use for determining a relative date.
      (Optional) Click Add offset and select +/- along with the value and unit of time.
    • Request Date—The date on which the request is raised.
      (Optional) Click Add offset and select +/- along with the value and unit of time.
    • Specific Date—A specific date.
To allow users to request a service...Window startWindow end
(Default) ...any dateNo LimitNo Limit

...only up to a particular date

No LimitSpecific Date
...,only after a particular dateSpecific DateNo Limit
...only for a fixed period of timeSpecific DateSpecific Date
...at least 7 days in advance

Request Date

Add Offset → + 7 Day

No Limit
...at least 7 days in advance but before a particular date

Request Date

Add Offset → + 7 Day

Specific Date

...not more than 50 days in advance

Request Date

Request Date

Add Offset → + 50 Day

...at least 7 days day in advance, but not more than 50 days in advance

Request Date

Add offset → + 7 Day

Request Date

Add Offset → + 50 Day

...for 15 days from the date specified in a responseQuestion Response

Question Response

Add offset → + 15 Day

...for 15 days from 2 days after the date specified in a response

Question Response

Add Offset → + 2 Day

Question Response

Add Offset → + 17 Day

Read-only forms

No input is required. These forms provide additional information to end users.

Question typeDescription
Section

You can create sections to group related or similar questions on the same page.

DescriptionYou can add descriptions to guide the user through the questionnaire.

Available settings for each form element

The following table describes availability of question form settings by a form element type: 

Form element type

Text Area

Text Field

PasswordCounter
  • Checkbox
  • Dropdown single select
  • Dropdown multiselect
  • Radio Button
  • Table single select
  • Table multiselect
LookupToggleFile Attachment

Date

Date & Time

TimeNew SectionDescription
Label

yes *

yes *

yes*

yes *

yes*

yes*

yes*

yes*

yes*

yes *

remove

Description

yes

yes

yes

yes

yes

yes

yes

yes

yes

remove

yes *

Question Values

remove

remove

yes

yes

yes

yes

remove

remove

remove

remove

remove

Default Value

yes

remove

yes

remove

remove

remove

remove

yes

yes

remove

remove

Required

yes

yes

yes

yes

yes

yes

yes

yes

yes

remove

remove

Read Only

yes

remove

yes

yes

remove

yes

remove

yes

yes

remove

remove

Hidden

yes

remove

yes

yes

remove

yes

remove

yes

yes

remove

remove

Internal Tags

yes

yes

yes

yes

yes

yes

remove

yes

yes

remove

remove

Regular Expression

yes

yes

remove

remove

remove

remove

remove

remove

remove

remove

remove

Confidential

yes

yes

yes

yes

yes

yes

remove

yes

yes

remove

remove

Disable Password Encryption

remove

yes

remove

remove

remove

remove

remove

remove

remove

remove

remove

Date Restrictions

remove

remove

remove

remove

remove

remove

remove

yes

remove

remove

remove

Lookup Threshold

remove

remove

remove

remove

yes


remove

remove

remove

remove

remove

remove

 *  The setting is required.

yesThe setting is available for the question form element type.

removeThe setting is not available for the question form element type.

Question settings

You can configure the following settings for questions:

Label

This field is required for all questions that require user input. This field is automatically populated with the process question label value if the question you are adding is generated from the workflow.

The label value is displayed as a question text to end users. You can change it as required.

Description 

The description that you enter is displayed below the question label. To enable the question description, turn on the question toggle, and then enter the question description.

Default Value

To enable a default value for a question, enable this setting, and then select the default value type from the Type list. For information about how to build a question with a default response, see Creating questions with default responses.

Question Values

To create values for selection questions, enable this setting. Configure the Question Values for a question form as described in the following table:

Question typeQuestion Values settings

Dropdown single select

Dropdown multiselect

Checkbox

Radio Button

You can create selection menus by using one of the following options:

  • Add Value—Build a list of values manually. To set a default value for a manually created list, select a radio button next to a value.
  • Map to Dataset—Select a list of values provided by a compatible system, such as BMC Service Request Management, Flexera, or BMC Client Management. For example, you can select the list of question responses that were previously created for a survey in BMC Service Request Management.
  • Map to Form—Use a list of values from a query into a Remedy form.

For details about how to build menus for selection menu questions, see Creating selection menus for question responses.

Table (single select)

Table (multi-select)

You can create questions with a table for response selection by using one of the following options:

  • Static—Build a table populated with static values.
  • Dynamic—Create columns and fill the table with values dynamically added from a Remedy form.

For details about how to configure questions with tables for response selection, see Creating questions with a table for response selection.

Toggle

The Display Value and Stored Value fields are predefined with the default values. You can change the Display Value as required.

To set a default value for this form type element, select a radio button next to the value.

Counter

You can set the following values:

  • Minimum is the minimum allowed numeric value that end users can select. If you do not set the minimum value, then by default -2147483648 value is applied.
  • Maximum is the maximum allowed numeric value that end users can select. If you do not set the maximum value, then by default 2147483648 value is applied.
  • Step value is used for counting the next value that will be displayed in the counter question field when end users click the arrow up or arrow down. If you leave this field blank, 1 is applied by default.

For example, suppose the Step value is 10, and an end user has already selected a value for a counter question. The value that will be displayed when the user clicks the arrow up button is the step value plus the current value. So, if the current value is 15, 25 will be displayed when the user clicks the arrow up button.

Required

End users will not be able to submit a service request until all required questions are answered.

Note

You cannot apply the following settings for a required question:

  • Set a required question to read-only.
  • Set the required question to hidden unless it has a valid default answer.

Read Only

You enable this setting to make the question read-only. You cannot set a read-only question to required or hidden.

Hidden

You enable this setting to hide the question from being displayed to end users.

You might need to hide a question with a default value to prevent end users from completing the question with a value other than the default value. A hidden question with a default value is not displayed to the end user, so end users cannot change the default value.

Note

You cannot set a required question to hidden unless it has a valid default answer.

Regular Expression

You can use regular expressions to validate the responses that end users provide to questions when they request services in BMC Digital Workplace. If a user enters a response that does not match a pattern from the specified regular expression template, the system displays an error message.

You can specify regular expressions for the following types of questions:

  • Text area
  • Text field
  • Password

To assign a regular expression to a question, enable the Regular Expression, and then select the required regular expression from the list of available templates.

Note

For the password type of question, you must enter a regular expression manually. No templates are available.

A regular expression defines a specific format or specific characters that must be used in a question response. For example, if you select the Email address template for a text field, the end user response is validated by the system and accepted only if this response contains an @ symbol.

Additionally, you can provide a formatting hint that is displayed to end users in error messages if the users enter invalid responses. For example, if the formatting hint value is someone@mail.com, then the following error message is displayed: Answer "myemail.com " to the question "Your email address" does not match the given pattern. Example: "someone@mail.com".

End users cannot to submit their service request until they enter valid responses to the questions with regular expressions.

Internal Tags

You can enable internal tags for a question to develop generic custom logic that can understand the meaning of questions independently of a specific questionnaire (without referencing internal question IDs).

Internal tags are not visible to end users in service questionnaires when they request services in BMC Digital Workplace. You can use these tags internally in BMC Digital Workplace Catalog to indicate questions with special functions. After adding internal tags to questions, you can use these tags in workflows for building required business processes.

Enable internal tags for a question by turning on the Internal Tags toggle. You can enter one or more free text tags, separated by a comma, as shown in the following example:

For example, you have a data dictionary where each specific piece of data is identified by a standard code or key, like requester_cost_center. Add the requester_cost_center tag to each question that is associated with the cost center.

Confidential

This setting is available only for those questions that originate from the Create Ticket activity available in the associated workflow.

The Create Ticket activity can be added to a workflow only if the Innovation Suite connector is configured. For more details about this connector, see BMC Helix Platform connector.

Note

You cannot set the following question types to confidential:

  • Attachment question
  • Read-only forms (section and description).

By setting a question to confidential, you restrict unauthorized users from viewing answers to confidential questions in BMC Digital Workplace. Only users who have has confidential data access permission in BMC Digital Workplace can view answers to confidential questions. For more details about this option, see Configuring confidential questions in a questionnaire.

Disable Password Encryption

This setting disables encryption for password type questions. Enable this setting if both of the following conditions are met:

  • In your questionnaire, you are using the Password Field question that is generated by a process input variable of the related workflow.
  • The RCF or Integration Service connectors use the process input variable.

Lookup Threshold

The threshold is the number of characters that end users must enter before the system begins to autocomplete selection options based on the query. This setting is available only for Lookup form element types. For information about how to use this setting, see Creating selection menus for question responses.

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