Exploring the Question Designer
This topic provides an overview of the Question Designer interface, and describes how catalog administrators and internal service suppliers can access it.
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 access the Question Designer
You access the Question Designer by either of the following methods:
To select or create the questionnaire for a service item
- On the Services tab, double-click a service.
- On the Service Options tab, expand the status and click Workflows & Questions.
- On the Workflow & Questions pane, perform one of the following actions:
- If no questions are selected, click Add next to Questions.
- If questions are selected, click Edit next to Questions.
To access the questionnaires that are associated with a specific workflow
- Go to Workflows.
- Select a workflow, and then select Actions > Manage Questions.
- On the Questionnaire Library pane, perform one of the following actions:
- To modify an existing questionnaire, select the questionnaire, and then select Actions > Edit.
- To create a new questionnaire, select Actions > Create New.
Overview of the Question Designer interface
The Question Designer consists of the following elements:
From the Questions tab, you can add questions to the canvas.
Process Questions: Each process question in this section is an input variable in the workflow. You must drag all required questions to the canvas, so that they appear in the questionnaire. The information captured by these questions is passed into workflows.
User Generated Questions: After you add a question to the canvas, it appears here. This section is empty until you add questions to the canvas.
Non-process Questions: This section shows question field types that you can add to the canvas. Non-process questions are not used in the workflow process. Non-process questions include information that you add to the questionnaire, such as section headings (Section) and descriptive text (Description). Non-process questions also include question types, which you can use to guide the user through the questionnaire.
Through actions, you can make it easier for the user to complete the questionnaire by populating or updating question responses with information from Remedy forms. When the user makes a request, actions can be triggered when the questionnaire opens. For example, when the service questionnaire opens, an action can populate the Approver question with the requester's manager. Actions can also be triggered when the user responds to a question. For example, when the user selects a value for the Site question, an action can populate the shipping address questions. You can add actions only after there are applicable questions on the canvas.
If you import an SRD from BMC Service Requestion Management, actions created in BMC Service Request Management are not displayed on the Actions tab. Although they are not displayed in the question designer, actions and triggers from the imported SRD run when the user completes the questionnaire.
For details about actions and triggers, see Creating questions with default responses.
The canvas represents the questionnaire. A new canvas does not include any questions until you add them from the Questions tab.
On the canvas you can perform the following actions:
- Rearrange the order of the questions by using drag and drop.
- Group the questionnaire into multiple pages (If the service questionnaire includes many questions).
- Edit questions in the questionnaire.
- Delete questions from the questionnaire.
Be aware that conditional questions and some action triggers have dependencies on questions. If you delete a question that is specified for a conditional question or for an action trigger, you cannot save the service questionnaire until you resolve the issue. For details about conditional questions, see Building conditional questionnaires.