Note

 

This documentation supports the 20.15.02 version of Remedyforce.

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

The Fulfillment tab is enabled after you save the request definition. On this tab, perform the following actions:

  • Link the change and task templates that you have created for the actions that are required to complete the service request.
  • Map these fields to the template fields.

If the Automatically Submit for Approval (when matching criteria is met) check box is selected and the service request is approved, BMC Remedyforce creates the change and task records of the templates that you have added.

Note the following important points:

  • If the service request is closed before all task templates are closed, the task templates are not created if they are not yet scheduled.
  • You cannot configure the order of execution for change templates. If the service request is submitted for approval, the task templates are executed only after the service request is approved.
  • If an incident is created by selecting an incident and a request definition template, the tasks of the incident and the request definition templates execute independent of each other.

On the Fulfillment tab, map the fields in which the client will provide information to the fields of the templates that you have attached to the request definition. You can map multiple input fields to one field also.

If you do not want to map all these fields to the out-of-the-box fields of the Incident, Task, or Change Request object, add custom fields to the required object, and then map the input fields to the custom fields.

For example, you add templates that contain the Urgency field. You map the Input lookup field to the Urgency field of each template. In Self Service, when a client selects HIGH as the Urgency of the service request, HIGH is populated in the Urgency fields of the change request, task, and incident records that are created because the template was executed. The staff members fulfilling the service request become aware that the records assigned to them have a high urgency.

Note the following important points about mapping:

  • The values of the input fields are concatenated and populated in the selected output field. If the data type of the output field is Text, the concatenated values of the input fields are separated by a semicolon in the output field. If the data type of the output field is Text Area, Text Area (Long), or Text Area (Rich), the concatenated values of the input fields appear on new lines in the output field. The input fields are concatenated in the output field according to the order defined in the Input tab.
  • If the length of the concatenated values is greater than the capacity of the output field, the extra text is truncated from the output field. For example, if the length of the concatenated values is greater than 300 characters and you have mapped the input fields to an output field of the Text data type, the extra 45 characters are truncated from the output field. The truncation occurs because the length of a Text data type field is 255 characters.
    For example, if the service request uses three input fields to record details from the user, you can map the values of these input fields to the Description field of the Request Detail template. When the staff member is working on the service request, they can view all three input values in a single Description field.

Before you begin

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

To add templates to fulfill a request and mapping template fields to input values

  1. Click the Fulfillment tab of a request definition.
  2. To add the change and task templates to the SRD, perform the following actions:
    1. In the Add Fulfillment Templates section, click .
      By default, the service request template appears in the templates list. This is the template that you selected in the Service Request Template field on the General tab. You cannot delete the service request template.
      You get the options to either create new template (New Template) or link existing templates (Existing Template). 
    2. To configure the order in which the task templates are completed, click .
    3. (Optional) To not execute all linked task templates at the same time, clear the Ignore Execution Order check box.
    4. In the Order Number column of the Set Task Execution Order window, select the order number that you want to assign to the tasks.
      You can assign the same execution order number to more than one task template. For example, you have four task templates, Task1, Task2, Task3, and Task4. You can assign Task1 and Task2 to be executed first, then Task3, and then Task4. When Task1 and Task2 are running, only these tasks are displayed in the Record Details section of the record. After Task1 and Task2 are closed, Task3 is displayed, and after the closing of Task3, Task4 is displayed.
    5. Click .
  3. To map the fields of the object for which you have created a template, such as Incident, Change Request, or Task object, perform the following actions:
    1. (Optional) To prefix the value of the Input field with its Request Input (Prompt/Question), select the Prefix the Prompt/Question to user input mapped to Text Area or Long Text Area output fields check box.
      For example, in a request definition, you have mapped the Desk Location (Input field) to the Description (Output field). The value provided by the client user for the Desk Location (Input field) is N 23 D Block. If the Prefix the Prompt/Question to user input mapped to Text Area or Long Text Area output fields check box is selected, the value in the Description field is Desk Location: N 23 D Block.

      This check box is applicable only for the Text Area and Long Text Area fields.

      If you map a check box type input field to a Text Area or Long Text Area type output field, the question is mapped to the output field even if you do no select this check box.

    2. From the Select Template list, select the In the Input Fields (Source) column, select the Input fields that you want to use to create a mapping.
      When you select a field in the Select User Input for Prompt/Question column, only valid fields for mapping are listed in the Map to Template Field column. 
      The following table describes the valid data types of each Response Type:

      Response Type

      Valid data types

      Check box

      Check box, Text, Text Area, Text Area (Long), Text Area (Rich)

      Date

      Date, Date/Time, Text, Text Area, Text Area (Long), Text Area (Rich)

      Date/Time

      Date, Date/Time, Text, Text Area, Text Area (Long), Text Area (Rich)

      Lookup

      Text, Text Area, Text Area (Long), Text Area (Rich)

      Number

      Number, Currency, Text, Text Area, Text Area (Long), Text Area (Rich)

      Picklist

      Text, Text Area, Text Area (Long), Text Area (Rich), Picklist

      Picklist (Allow Multiple Selection check box selected)

      Text, Text Area, Text Area (Long), Text Area (Rich), Picklist (Allow Multiple Selection check box selected)

      Radio Button

      Picklist, Text, Text Area, Text Area (Long), Text Area (Rich)

      Text Area

      Text Area, Text Area (Long), Text Area (Rich)

      Text Area (Rich)Text Area (Long), Text Area (Rich)

      Text Field

      Text, Text Area, Text Area (Long), Text Area (Rich)

      Note

      You cannot create mappings for the following fields: Auto Number, Email, Formula, Percent, Phone, Roll-Up Summary, and URL.

    3. In the Select User Input for Prompt/Questions column, select the fields that you want to map.
      To select multiple Input fields, press the Ctrl key and click the required Input fields. You can select multiple consecutive Input fields by pressing the Shift key and clicking the first and last Input fields of the consecutive Input fields. Clicking a selected Input field clears it. After you map Input fields, the mapped to field is removed from the Map to Template Field column and is no longer available for mapping.
    4. In the Map to Template Field column, select the field in which you want to store the mapped field value.
    5. Click Map Input to Field.
  4. Click .

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

    Prompt/Question PropertyDescription
    RequiredSelect 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.
     ConditionalSelect 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 ColumnSelect 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.
    Invoke TemplateSelect 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.
    ScrollableSelect 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 SelectionSelect 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 fieldDefault 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)
ImpactImpact: inactive = False
Incident

(Incident: inactive = False) AND (Incident: state = True)

PriorityPriority: inactive = False
Problem

(Problem: Inactive = False) AND (Problem: State = True)

Release

(Release: Inactive = False) AND (Release: State = True)

StaffUser: 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)
UrgencyUrgency: inactive = False

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)

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