Adding fields to take information from clients

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

1. Click the Input tab of a request definition.

2. 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.

3. 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).

4. 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.

5. In the Input/Prompt field, type the name of the field.
6. (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:
   
   1. From the Response Type list, select Lookup.
   1. From the next list, select the object for which you want to create the lookup.
   2. 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.
   3. In the Filter Name field, enter the name of the filter.

   4. 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.

   5. From the Filter For list, select the required field.

   6. 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	=, !=

   7. 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.

   8. Click Add.

   9. 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.

7. 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.

8. In the Tooltip field, enter the description that you want to show to the user when the mouse pointer is over the input field.

9. 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.

10. 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. 

11. Click .

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

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.

Where to go from here

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

Related topics

Use case - Adding a picklist response type

Use case - Adding radio button options to the service request

Use case - Defining conditions to display a field

Use case - Defining conditions to invoke a template

Use case - Adding a Header section to a service request

Points to consider when adding validation rules

Points to consider when adding input field of type Text Area (Rich)