Adding fields to take information from clients

Add the fields to the request definition in which you will capture information that you require from the clients to fulfill the service request.

For example, to fulfill the New Hire Request, you might need the following information from the HR executive:

Information	Type of field
Whether the new employee is a full time or part time employee	Picklist - with Full time and Part time values.
Hard disk of the laptop should be 128 or 240 GB	Picklist - with 128 GB and 240 GB values.
Operating system to be installed on the laptop	Picklist - with Windows 7, Windows 8, and Mac as values.
Cost Center of the employee	Number
Designation of the employee	Text Area
Location of the employee	Text Area

To get this information from the HR executive, configure these fields on the Input tab.

Before you begin

Perform the required steps to create the request definition. For more information, see Creating and configuring an SRD.

To add fields to take information from clients

Click the Input tab of a request definition.
In the User Instructions field, type the instructions that you want to show to a client in Self Service.
You can use this field to provide instructions about the type of details that you want to capture. For example, in a service request that enables clients to request a new laptop, you can instruct clients to specify whether they require a mouse and keyboard also.
In the Request Input section, click .
The fields are displayed in the service request in the order in which you add them. You can select a field and click the up or down arrow to modify the position of the field in the display order of the service request.
Note

To define the display order of the Input fields, you must save the SRD after you finish adding and reordering the Input fields. If you do not save the SRD, the display order reverts to the previous display order when you last saved the SRD.
To add a field that is similar to an existing field, select that field and click . When you clone an input field, all the field values are cloned, except the conditions to invoke a template (if exist).
In the Response Type list, select the type of the field that you want to show to the client.
If you select Text Area (Rich), the Visible Lines field is shown. Enter the height of the Rich Text Area text box as shown on the Service Request form in Self Service.
Note

If you use the Date/Time field type, your clients cannot select time as input in the BMC Remedyforce Self Service mobile application.
In the Input/Prompt field, type the name of the field.

(Optional) If you are creating a Lookup response type input field and you want to create filters for the values shown in the lookup field, perform the following actions:

From the Response Type list, select Lookup.

From the next list, select the object for which you want to create the lookup.
From the list of lookup filter options, either select New Lookup Filter to create a new filter or select Existing Lookup Filter to use an existing lookup filter.
In the Filter Name field, enter the name of the filter.
From the Filter Type list, select the appropriate option:
- Required - To show only the filtered records in the Lookup window. Users are not able to to view all records.
- Optional - To enable users to view all records. When the Lookup window opens for the first time, only filtered records are shown. To see all records, users can click Show All Results.
From the Filter For list, select the required field.

From the Operator list, select the required operator.
The operators shown in the list are based on the selected field type.

Selected field type	Available operators
Text	=, !=, LIKE, NOT LIKE
Phone	=, !=
Currency	=, !=, >, >=, <, <=
Percent	>, >=, =, !=, <, <=
Number	>, >=, =, !=, <, <=
Checkbox	=, !=
Email	=, !=, LIKE, NOT LIKE
Lookup	=, !=
Date and Date/Time	>, >=, =, !=, <, <=
Text Area	LIKE, NOT LIKE
Picklist	=, !=

Based on the option you selected for the field value, type or select the appropriate value as shown in the following table:

Selected field type	Example Field	Value to be defined
Checkbox	ServiceDesk Staff	TRUE or FALSE
Date/Time	Created Date	Select a specific date from the calendar.
Text	Email Signature	Enter the appropriate value in the text box.
Picklist/Lookup	Category	Select the appropriate option.

Click Add.
Click Save.
If you edit an existing lookup filter that is also applied to another Lookup type Input field, you can either save the lookup filter as a new lookup filter or replace the existing lookup filter.

In the URL field, enter a URL that provides more information about the field.
Note

The URL field is not available for the Header Section input field type.
In the Tooltip field, enter the description that you want to show to the user when the mouse pointer is over the input field.
In the Prompt/Question Properties section, select the required check boxes.
For more information about the options available in the Prompt/Question Properties section, see the table at the end of this procedure.
Perform one of the following:
- To save the field and create a new field, click Save & New.
- To save the field and edit the field name and its properties, click Save.
  To create a similar input field, click Clone. When you clone an input field, all the field values are cloned, except the conditions to invoke a template (if exist).
  Note
  
  After you save the field, you cannot edit the value of Response Type.
Click .

The following table describes the options available in the Prompt/Question Properties section.

Prompt/Question Property	Description
Required	Select this check box if you want to make it mandatory for the client to enter a value in the field.
Hidden	Select this check box if you want to hide the field in the Service request for any reason such as: The field is currently not applicable to the service request but might be required later. You want to store the default value for a Picklist or Radio button type of Input field that is not visible to the clients but is visible to the staff users after the request is submitted.
Conditional	Select this check box if you want to display this field depending on the conditions that you define. For information on how to define conditions to display a field, see Use case - Defining conditions to display a field.
Display in Second Column	Select this check box if you want to display the input field in the second column. By default, this check box is not selected and the request inputs are displayed in the first column. The Display in Second Column check box is not available if Response Type is selected as Header Section. The Header Section spans across columns on the service request form. Select this check box only if you are using Self Service 2.0. If you are using Self Service 1.0, the UI gives a distorted view.
Display in Full Span	This check box is shown only for the Text Area (Rich) type of response type. For a Text Area (Rich) response type field, you can either select Display in Second Column or Display in Full Span. Select the Display in Full Span check box to show the Text Area (Rich) response type field in both the columns.
Invoke Template	Select this check box if you want to create conditions that use the value of this field to invoke a template. The condition maps the value of the field and the template that must be invoked when a user enters the value defined in the condition. If a user enters the correct value, the selected template is invoked. This check box is enabled after you save the Input field. For information on how to define conditions to invoke a template, see Use case - Defining conditions to invoke a template.
Scrollable	Select this check box to display a scroll bar in a header section. You can use this property when there are many fields under one header section and you want a scroll bar for the header section. Note: The Scrollable check box is displayed only if Header Section is selected as the Response Type.
Allow Multiple Selection	Select this check box to allow users to select multiple options for the Picklist input field. This check box is displayed only if the Response Type is selected as Picklist. By default, this check box is not selected and the Validate check box is available only if the Allow Multiple Selection check box is selected. Note: After you save the Fulfillment Input, the Allow Multiple Selection check box is disabled.
Validate	Select this check box if you want to create a validation rule for the selected Response Type. Note: By default this check box is not selected. Only after you select the Validate check box, the Validation Rule section is displayed. This check box is available only if you are using Self Service 2.0. The Validate check box is available only if you select one of the following Response Type options: Date and Date/Time Number Picklist Text Field For information about creating validation rules based on the selected response type, see Points to consider when adding validation rules.

Considerations for creating lookup filters for request definitions

Before you create filters, you must review the following points to understand how the lookup filters are implemented in request definitions:

The lookup filters are applied only on the Fulfillment Input Details page and not on the Salesforce page layouts.
You can create only one filter for one Lookup type Input field. For example, you create a Lookup type Input field on the Category object, this Lookup type Input field can have only only one lookup filter.
The default filter criteria applied to Lookup type Input fields cannot be removed from the Incident object. The lookup filters that you create are applied in addition to the default filter criteria. For more information, see Default filtering of records for the Lookup type fields for request definitions.
If the filter that you create for a Lookup field conflicts with the default filter criteria, no results are shown in the Lookup window. However, for optional filters, staff members can use Show All Results to remove the filter that you have created.
For the Category Lookup field, if a child category meets the specified filter criteria but its parent category does not meet the filter criteria, both the parent and the child categories are not shown in the Category lookup window.
If you define a filter criterion on a Date/Time field type by using the =, !=, <=, <, >, or >= operator, the date/time when the form was opened is considered as the default field value in the following scenarios:
- You do not specify a value for the Date/Time field in the filter criterion.
- You map the Date/Time field to a field on the selected console but that field is not populated on the form.
If you define a filter criterion on a Number, Currency, or Percent field type by using the =, !=, <=, <, >, or >= operator, 0 (zero) is considered as the default field value in the following scenarios:
- You do not specify a value for the Number, Currency, or Percent field in the filter criterion.
- You map the Number, Currency, or Percent field to a field on the selected console but that field is not populated on the form.

Default filtering of records for the Lookup type fields for request definitions

BMC Remedyforce applies default filter criteria for the lookup fields on the Fulfillment Input (or Incident) object. Users cannot remove the default filter criteria.

The following table lists the default filter criteria that are applied to the lookup fields the Incident object.

Note

A few lookup fields listed in the table are not available by default on the Fulfillment Input Details page. However, the default filter criteria are applied when you add these fields on the Fulfillment Input Details page.

Lookup field	Default filter criteria
Account	Account: inactive = False Note: If the In accounts list, display Remedyforce accounts by default check box (Remedyforce Administration > Application Settings > General Application Settings ) is selected, the following default filter criteria is applied to the Account lookup field: (Account: inactive = False) AND (Account: Remedyforce_Account = True)
Broadcast	(Broadcasts: state = True) AND (Broadcasts: inactive = False)
Category	(Category: inactive = False) AND (Category: AvailableForIncidents = True)
Change Request	(Change_Request: Inactive = False) AND (Change_Request: State = True)
Client ID	(((Incident: FKAccount = NULL) OR (User: Account = NULL)) OR (Incident: FKAccount = Contact: Account)) AND (User: isActive = True)
Impact	Impact: inactive = False
Incident	(Incident: inactive = False) AND (Incident: state = True)
Priority	Priority: inactive = False
Problem	(Problem: Inactive = False) AND (Problem: State = True)
Release	(Release: Inactive = False) AND (Release: State = True)
Staff	User: IsStaffUser = True
Status	(Status: appliesToIncident = True) AND (Status: inactive = False)
Task	(Task: Inactive = False) AND (Task: State = True)
Template	(SYSTemplate: templateFor = Incident) AND (SYSTemplate: inactive = False) AND (SYSTemplate: systemTemplate = False)
Urgency	Urgency: inactive = False

Where to go from here

Adding templates to fulfill a request and mapping template fields to input values