Creating selection menus for question responses

This topic describes how catalog administrators and internal service suppliers can create selection menus for question responses so that end users can answer a service question by selecting a value from an external system.

Options for building selection lists in question responses

When you build selection menus for question responses, you can set values manually, or you can pull existing data from the external systems. You can create selection lists for the following types of questions:

• Checkbox
• Dropdown (single select)
• Dropdown (multi-select)
• Radio buttons
• Lookup—Allow users to search for a value from a Remedy form.

The Question Designer provides the following options for building selection lists for question responses:

• Add Value—With this option, you can build a list of values manually.
• Map to Dataset—With this option, you can 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 responses that were created for a survey in BMC Service Request Management.
• Map to Form—With this option, you can use a list of values from a query into a Remedy form.

Before you begin

Create either or both of the following items:

• A service that will use the questionnaire, as described in Adding and updating services
• A workflow that will use the questionnaire, as described in Workflows for service fulfillment

To create a data set manually

1. Open a questionnaire in BMC Digital Workplace Catalog.
2. Drag a process question onto the canvas.
3. In the Question Designer panel, from the Form Element Type list, select a type of question. 
4. In the Label field, enter the text of the question prompt that is displayed to the user.
5. In the Question Values section, click Add Value.
6. Complete the Display Value (value shown to end user) and Stored Value (existing value stored in an external system) fields.
7. Repeat step 4 and 5 to add as many values as you need.
8. (Optional) When you are finished creating a selection list, select a value to make it default.
   
   To delete a default selection, click Clear Default. 
9. Customize the remaining settings, and click Save.

To map questions to values in a dataset

1. Open a questionnaire in BMC Digital Workplace Catalog.
2. Drag a process question onto the canvas.
3. In the Question Designer panel, from the Form Element Type list, select a type of question. 
4. In the Label field, enter the text of the question prompt that is displayed to the user.
5. In the Question Values section, click Map to Dataset.

6. Search for the field that contains the appropriate dataset.
   In the following illustration, site is being searched to find questions for selecting a site. The Service ID and Service Name in this example are the ID and name of services imported from BMC Service Request Management. Name is the question prompt. Connector is the connector source of the dataset.
   

   Tip

   Service Request definition fields that share the same name might contain the same option values. Only the values are important to the questionnaire, not the data source.

7. Select the appropriate dataset field, and click Save.
8. Customize the remaining settings, and click Save.

To look up question values from a Remedy form

1. Open a questionnaire in BMC Digital Workplace Catalog.
2. Drag a process question onto the canvas.
3. In the Question Designer panel, from the Form Element Type list, select a type of question. 
4. (Optional for Lookup selection type) Enter a threshold value.
   The threshold is the number of characters that the end user must enter before the system begins to autocomplete selection options based on the query.
5. In the Label field, enter the text of the question prompt that is displayed to the end user.
6. Click Map to Form.
7. Select the Remedy form that contains the values, and click Save.
8. If you want to bypass permissions on the form and have BMC Digital Workplace Catalog perform the lookup by using connector credentials, select the Run as administrator check box.
9. From the Display Label list, select a field in the form that contains the list of values to show when the end user makes the request. 
   Choose a field that contains information that helps the end user make a choice. For example, from a form that lists department names and their cost centers, the field with the department name might be more helpful for the user.
10. From the Actual Value list, select a different field on the form, or retain the default associated field.
    The Actual Value field contains the value that is passed into the process, based on the user's selection. For example, if the Display Label is set to show the user a list of department names, the Actual Value field might be set to the cost center; the user selects from a list of department names, and the process receives the associated cost center number.

11. (Optional) Build an expression in the Query Filter field that is used to select a group of records from the selected form.

    Tip

    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 documentation.

    (Version 20.02.02 and later) Use the comparison operators is greater than, is less than, is greater than or equal to, and is less than or equal to while creating query filters. For example,  'Create date' is greater than "11/11/20 00:00:00" checks if the create date is after November 11, 2020.

    You can build a query that selects records based on the value of any fields on the form. The query expression can compare the value of a field with the value of other questions, free text, no value, and who the request is requested for or requested by. When comparing a field with the value of other questions, you can make the comparison only with questions of the following types:

    • Text field
    • Text area
    • Lookup
    • Dropdown (single select)
    • Radio button
    • Toggle.

    Note

    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.

12. (Optional) Toggle Required to On.
13. Customize the remaining settings, and click Save.

Example: Look up data from a Remedy form

In this example, create a question for a site, and map the selection values to the Remedy SIT:Site form. When you complete the question, the settings will appear as in the following illustration:

1. In the Questions Designer, add a question for a site in one of the following ways: 
   
   • If there is a process question for the site, add this question to the canvas. 
   • If there is no process for the site, add a user generated question.
2. In the Form Element Type field, select Dropdown (single select).
3. In the Label field, enter the question prompt. In this example, the label is Site.
4. Next to Question Values, click Map to Form.
5. In the Map Data panel, enter the search: SIT.
   Searching for the form is quicker than scrolling. The search is case-sensitive.
   
   
   
   
6. Select SIT:Site, and click Save.
7. If you want the form to be accessed with the administrator permissions, select the Run as administrator check box.
8. From the Display Label list, select Site.
   Users will select the site based on the name entered in the Site field.
9. From the Actual Value list, select Site ID (changing the value from Site to Site ID).
   In this example, the Query Filter is left blank. However, a company with hundreds of sites might build a filter to show only sites in the country to which the service applies. The query expression can compare the value of a field with the value of other questions, free text, no value, and who the request is requested for or requested by.
10. Toggle Required to On.
11. Click Save.