Configuring service request information to be shown to clients

Before you begin

Perform the actions required to create the request definition, add the fields to get more information from clients, and enable request definitions for accounts or profiles. For more information, see Creating and configuring an SRD, Configuring the Fulfillment tab to get more information about the request, and Enabling request definitions for accounts or profiles.

To configure service request information to be shown to clients

1. Click the Options tab of the request definition.
2. In the Review the Service Request Information section, perform the following actions:
   1. To allow the client to view the turnaround time of the service request in Self Service before submitting the service request, select the Turnaround Time check box.
   2. To allow the client to view the price of the service request in Self Service before submitting the service request, select the Price check box.
   3. To display the expected completion date of the service request, select the Date Expected check box.
      The service request calculates the Date Expected of the service request by adding the turnaround time of the SRD to the current date and time.
   4. To display the phone number of the client submitting the service request, select the Phone check box.
   5. To display the email of the client submitting the service request, select the Email check box.
   6. To display the Add Attachments and Notes section in a new service request form, select the Attachments check box.
      The Add Attachments and Notes section enables the clients to add attachments while submitting a service request.
   7. To display the user instructions of the service request, select the Instructions check box.
      The value of the User Instructions field in the Inputs section of the Fulfillment tab is displayed.

   8. To allow the client or staff member to view the staff member who is fulfilling the service request, select the Assigned To check box.

      Note

      The Assigned To field and its value are shown in Self Service only if the service request is assigned to a staff member. If the service request is assigned to a queue, the field is not shown in Self Service.

   9. To allow the client or staff member to view the approvers and the approval history of the service request, select the Approvals check box.
      
      The client can view the current status and the history of approvals for the service request. Nonportal users can view the approval history in the Approvals tab of the service request. In this tab, nonportal users can view the approver of the service request, the status of the approval, the date when the service request was submitted for approval, and the comments entered in the approval by the approver. The total number of approvals is displayed in the title of the Approvals tab. Portal users can view the approval history of the service request in the Actions Performed tab. Portal users cannot view the Approvals tab and the approver information.
3. In the Provide Informationsection, perform the following actions:
   1. To allow the client or staff member to select the date when the service request should be completed, select the Date Required check box.
   2. To allow the client or staff member to select the quantity of service requests that can be submitted, select the Quantity check box.

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