Adding questions to a questionnaire
Questionnaires are a set of questions designed to add context to the end users' service requests. Catalog administrators, internal service supplier administrators, or internal service suppliers can configure questionnaires.
You can select the question type depending on the answer you want from the end users. For example if you want a close-ended answer from the end users, you can choose a single-select dropdown, radio button, or a toggle type of question.
You can choose to use the answers in the following ways:
- Process-generated questions—Answers to these questions are used as inputs to the associated process.
- User-generated questions—Answers to these questions are not mapped to process inputs.
Question types and their settings
You can present questions to the end users in different formats depending on the type of answer you expect. For example, you add a radio button type of question when you want end users to select a single option from a given list.
You must configure the following settings that are common for most question types as well as the specific settings.
Settings for most question types
The following settings apply to most question types. Click the setting name to view the description:
Specify the question text that you want to display for the end users.
If the question you add is generated from a workflow, the value from this field is automatically populated with the process question label value.
Specify some meaningful context related to the questions that end users see below the Label value. Required
Specify whether you want to make a question mandatory.
Important: You cannot set a required question to read-only. You can set a required question to hidden only if it has a valid default answer.
Specify whether you want to make a question as read-only.
Important: You cannot set a read-only question to required or hidden.
Specify whether you want to hide the question from the end users.
Example
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.
Important: You cannot set a required question to hidden unless it has a valid default answer.
Specify whether the answer to this question should be confidential.
By setting a question to confidential, you restrict unauthorized users from viewing answers to confidential questions. Only users who have has confidential data access permission in BMC Helix Digital Workplace can view answers to confidential questions. For more details about this option, see Configuring confidential questions in a questionnaire.
Important:
You cannot set the following question types to confidential:
- Attachment question
- Read-only forms (section and description)
Specify keywords for the question to identify the question independently of a specific questionnaire (without referencing internal question IDs). You can enter one or more free text tags, separated by a comma
Internal tags are not visible to end users. You can use these tags internally in BMC Helix 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.
Specify whether the answer to this question should be validated by an external third-party system.
End users cannot to submit their service request until they enter valid responses to such questions.
You need to create a workflow that will communicate with an external third-party system and validates a user response. You will map the workflow to the question.
Important:
You cannot enable External Validation, if you have enabled any of the following settings: Rich Text Format, Read Only, Hidden.
To learn how to create a validation workflow and map it to a question, see
Specific settings for all question types
The following table describes the question types, how they are displayed to the end users, and complex settings that you can configure for each question type:
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| Question type (Form element type) | Display format for end users | Settings for this question type | Settings description |
|---|---|---|---|
Text area | Displayed as a multiline text area
| Rich Text Format | You can use the following rich text formats
Important: Before enabling this setting, ensure that the Submit Service Request Converting Rich to Plain Text or Submit Service Request With Identifiers Converting Rich To Plain Text action is embedded into your workflow. For more information, see Helix ITSM connector. End users' answers with rich text formatting are supported and retained by BMC Helix Business Workflows. These answers can be seen in request details in BMC Helix Digital Workplace Catalog and are also preserved in email notifications. |
| External Validation (version 22.1.05 and later) | Validates the end user response through a BMC Helix Innovation Studio process. If the validation fails, the system displays an error message. Note: External validation is not compatible with Rich Text Format, Read Only, Hidden, and Confidential settings. | ||
| Regular Expression | Validates the end user responses against a specific format or characters. If a user enters a response that does not match a pattern from the specified regular expression template, the system displays an error message. Note: Regular expression is incompatible with rich text formatting. | ||
Text field | Displayed as a single line text field.
| Regular Expression | Validates the end user responses against a specific format or characters. If a user enters a response that does not match a pattern from the specified regular expression template, the system displays an error message. Example |
| External Validation (version 22.1.05 and later) | Validates the end user response through a BMC Helix Innovation Studio process. If the validation fails, the system displays an error message. Note: External validation is not compatible with Rich Text Format, Read Only, Hidden, and Confidential settings. | ||
Password | Displayed as a single line text field in which the value entered is substituted by asterisks.
| Disable Password Encryption | Disables encryption for password type questions. Enable this setting if both of the following conditions are met:
Important:
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| Regular Expression | Validates the end user responses against a specific format or characters. Important: You must enter a regular expression manually. No templates are available. Example: You can define that the password must be a combination of special characters, numbers, and capital letters not exceeding 12 characters. Additionally, you can provide a formatting hint that is displayed to end users in error messages if the users enter invalid responses. | ||
Toggle | Displayed as a selection question with a Yes or No answer to the question.
| Question values | Specifies the Display value for Yes/ No type of questions.
You can change the Display Value by selectin the radio button next to the value. You cannot change the Stored value. |
File attachment |
| Override file limit (Version 22.1.04 and later). | If you want to override the global setting of maximum number of files, turn on the Override file limit toggle key. Specifies the number of files that end users can add with the answer to this question.
The global setting is configured in the BMC Helix Digital Workplace Administration console. For more information, see Updating the attachment settings for service requests. Important: (Version 22.1.04 and later) When attachments are submitted in response to service questions, the work notes added to the fulfillment request with attachments, have the following format for the note value: Attachment from Request Entry - <FILE_NAMES>, where <FILE_NAMES> is a comma-separated list of file names, that are added as attachments to the work log. One work log is created for every 3 attachments. |
Repeatable Group of Questions (version 22.1.05 and later) | Displayed as a group of questions to the end user. User can answer the same group of questions, many times in the same request. Dropdown (single-select), Text Field, and Toggle (yes/no) types of questions can be added within a repeatable group of questions.
| Output format | Specifies whether the answers to the questions are saved in a CSV file or an Object format. |
| Instance limit | Specifies the maximum number of times a user can answer this group of questions while requesting the service. | |
Dropdown (single select) | Displayed as a dropdown list from which users can select one value
| Question values | Specifies a list of values from which an end user can select one value. You can build the values manually or use them from a form or dataset.
For more information, see Creating selection menus for question responses. |
Dropdown (multi-select) | Displayed as a dropdown list from which users can select multiple values
| ||
Checkbox | Displayed as multiple checkboxes that users can select
| ||
Radio button | Displayed as radio buttons from which users can select one value
| ||
Lookup | Displayed as a field which prompts end users of possible values for selection when they start typing into the field. End users can select only one value for a lookup question.
| Lookup threshold | Specifies the number of characters that end users must enter before the system begins to prompt selection options based on the query. For more information, see Creating selection menus for question responses. |
| Question values | Specifies a list of values from which an end user can select one value. You can use a list of values from a form.
| ||
Counter | Displayed as a field in which users can click the down arrow or up arrow to select a value, or type the allowed numeric value.
| Question values | Specifies the minimum value, maximum value, and the step value for the counter. Use this question type for answers that should fall within a given range.
Example: If you set the Step Value to 10, then 10 will be added to the current value every time the user click the up arrow or 10 will be deducted from the current value when the user click the down arrow. If the current value is 25, then the value will be updated to 35 with the up arrow and 15 with the down arrow. Notes:
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Table (single select) | Displayed as a table from which users can select a single row as an answer to the question.
| Question values | Specifies values in a row and column. You can build the values manually or use them from a form
For more information, see Creating questions with a table for response selection. |
Table (multi-select) | Displayed as a table from which users can select multiple rows as an answer to the question.
| ||
Date | Displayed as a calendar selection
| Date Restrictions | Specifies restrictions so that end users can select date and time within the specified range by configuring the following fields:
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Date & Time | Displayed as calendar selection and time selection fields.
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Time | Displayed as a time selection field
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Tip
Refer the following table to verify whether a setting is supported for your question type:
Question settings | Question types | |||||||||||
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Text Area | Text Field | Password | Counter |
| Lookup | Toggle | File Attachment | Date Date & Time | Time | New Section | Description | |
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| Question Values |
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| Required |
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| Read Only |
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| Internal Tags |
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| Regular Expression |
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| External Validation |
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| Confidential |
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| Disable Password Encryption |
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* The setting is required.
The setting is available for the question form element type.
The setting is not available for the question form element type.
Before you begin
Complete the following tasks if you want to configure the following question types:
| Question type | Task |
|---|---|
| File attachment | Make sure that the fulfilments do not restrict the attachments. For more information, see Configuring fulfillment details display in service requests. |
| Confidential | Make sure you have configured the Create Ticket activity in a workflow. Make sure you have configured the BMC Helix Innovation Studio connector. |
To add questions to a questionnaire associated with a service
- As an administrator, log in to BMC Helix Digital Workplace Catalog.
- Click the Services tab and click Services.
- Double-click the service to which you want to add a questionnaire.
- On the Service Options panel, click Edit next to Workflow.
On the Workflow & Questions panel, click Edit next to Questions.
- 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 user generated question, click Add next to the User Generated Questions.
- In Form element type, select how you want to display the question to end users.
- Depending on the form element that you select, configure the common settings and specific settings.
- Click Save to save the questions to the questionnaire, or click Save as to save the questionnaire with a different name.
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