This documentation supports the 22.1 version of BMC Helix Digital Workplace Basic and BMC Helix Digital Workplace Advanced. Icons distinguish capabilities available only for the Advanced and External license levels. For more information, see License types and features.

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.


    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 usersSettings for this question typeSettings description

    Text area



    Displayed as a multiline text area

    Rich Text Format

    You can use the following rich text formats

      • Bold, Italic, and Underline fonts
      • Color selection
      • Text alignment
      • Numbered and bulleted lists
      • Drag-and-drop and copy-and-paste features as well as an image icon to insert up to three images
      • Hyperlinks. These are added in the BMC Helix Digital Workplace Administration console. For more information, see Defining navigation through links in pages.

    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.
    In BMC Helix ITSM, answers can be seen in the request details as plain text in the Question Responses section, and inserted images are shown as attachments in the Activity Log section of the Request Entry console. For more information, see  Request Entry console Open link .



    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
    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.



    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:

    • If you are using the Password Field question that is generated by a process input variable of the related workflow.
    • The RCF or BMC Helix Integration Service connectors use the process input variable.

    Important:

    • A password value is decrypted only by the native BMC Helix Digital Workplace Catalog connectors. 
    • 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.
    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. 

    • Default Display value—Yes/ No
    • Default Stored value—true/ false

    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).

    You can change this setting only for the BMC Helix Digital Workplace Catalog native services, which includes BMC Helix Business Workflows  services. 

    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. 

    • Maximum number of files that can be attached by default—3

    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. You can add Dropdown (single-select), Text Field, Date, and Toggle (yes/no) types of questions  within a repeatable group of questions.
    Note: Repeatable group of questions are incompatible with the Confidential setting,

    Output format for the multi-instance question group

    Output format

    Specifies whether the answers to the questions are saved in a CSV file or an Object format.


    Limit the number of times the groups of questions can be answered

    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. 

    • Static—Build a set of values manually by specifying the Display value and the Stored Value.
    • Dynamic—Use a list of values from a form or a dataset.
      • Map to Form— Use a list of values from an application form. 
      • Map to Dataset— Use a list of values provided by a compatible system.

    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. 

    • Map to Form— Use a list of values from an application 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. 

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

    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:

    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

    • Static—Build a set of values manually by specifying adding rows and columns.
    • Dynamic—Use a list of values from a form.
      • Map to Form— Use a list of values from an application 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:

    • Time Zone—The timezone used for the request window.
      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

    Date & Time



    Displayed as calendar selection and time selection fields.




    Time


    Displayed as a time selection field





    Tip

    Refer the following table to verify whether a setting is supported for your question type:



    Question settings

    Question types

    Text Area

    Text FieldPasswordCounter
    • Checkbox
    • Dropdown single select
    • Dropdown multiselect
    • Radio Button
    • Table single select
    • Table multiselect
    LookupRepeatable Group of QuestionsToggleFile Attachment

    Date

    Date & Time

    TimeNew SectionDescription
    Rich Text Format

    yes

    remove

    remove

    remove

    remove

    remove

    remove

    remove

    remove

    remove

    remove

    remove

    remove

    Label

    yes *

    yes *

    yes *

    yes*

    yes *

    yes*

    yes*  

    yes*

    yes*

    yes*

    yes*

    yes *

    remove

    Description

    yes

    yes

    yes

    yes

    yes

    yes

    yes

    yes

    yes

    yes

    yes

    remove

    yes *

    Question Values

    remove

    remove

    remove

    yes

    yes

    yes

    remove

    yes

    remove

    remove

    remove

    remove

    remove

    Default Value

    yes

    yes

    remove

    yes

    remove

    remove

    remove

    remove

    remove

    yes

    remove

    remove

    remove

    Required

    yes

    yes

    yes

    yes

    yes

    yes

    remove

    remove

    yes

    yes

    yes

    remove

    remove

    Read Only

    yes

    yes

    remove

    yes

    yes

    remove

    remove

    yes

    remove

    yes

    yes

    remove

    remove

    Hidden

    yes

    yes

    remove

    yes

    yes

    remove

    remove

    yes

    remove

    yes

    yes

    remove

    remove

    Internal Tags

    yes

    yes

    yes

    yes

    yes

    yes

    yes

    yes

    remove

    yes

    yes

    remove

    remove

    Regular Expression

    yes

    yes

    yes

    remove

    remove

    remove

    remove

    remove

    remove

    remove

    remove

    remove

    remove

    External Validation

    yes

    yes

    remove

    remove

    remove

    remove

    remove

    remove

    remove

    remove

    remove

    remove

    remove

    Confidential

    yes

    yes

    yes

    yes

    yes

    yes

    remove

    yes

    remove

    yes

    yes

    remove

    remove

    Disable Password Encryption

    remove

    remove

    yes

    remove

    remove

    remove

    remove

    remove

    remove

    remove

    remove

    remove

    remove

    Date Restrictions

    remove

    remove

    remove

    remove

    remove

    remove

    remove

    remove

    remove

    yes

    remove

    remove

    remove

    Lookup Threshold

    remove

    remove

    remove

    remove

    remove

    yes


    remove

    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.



    Before you begin

    Complete the following tasks if you want to configure the following question types: 

    Question typeTask
    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

    1. As an administrator, log in to BMC Helix Digital Workplace Catalog.
    2. Click the Services tab and click Services.
    3. Double-click the service to which you want to add a questionnaire. 
    4. On the Service Options panel, click Edit next to Workflow
    5. On the Workflow & Questions panel, click Edit next to Questions.


    6. 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.
    7. In Form element type, select how you want to display the question to end users.
    8. Depending on the form element that you select, configure the common settings and specific settings
    9. 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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