Use case - Defining conditions to invoke a template

If you select the Invoke Template check box for an Input field on the Fulfillment tab of a Request Definition, you need to define the conditions to invoke a template.

If you have configured an Input field to invoke a Task template when an assigned value is entered in the Input field, the Task template is executed only if the assigned value is entered. If the assigned value is not entered, the selected Task template is not executed and the remaining Task templates in the Template tab are executed in the defined execution order. For example, you have created an Input field of the Radio Button Response Type with the following values:

• Hardware
• Software
• Network
• Connectivity

You have configured the Input field to invoke the Task 1 template when the user selects Hardware as the value of the Input field. If the user selects Hardware, the Task 1 template is executed. If the user selects Software, Network, or Connectivity, the Task 1 template is not executed and the remaining Task templates are executed in the defined execution order.

You can define multiple conditions to invoke a template. If a user enters a value defined in any of the conditions, the mapped template is invoked. For the Picklist Response Type, if the Allow Multiple Selection check box is selected, you can define a condition based on multiple values. In this case, a mapped template is invoked only when a user selects all the values defined in the condition.

For example, you have defined Red, Blue, White, Green, and Yellow as the values for the Color field of the Picklist Response Type. You can define multiple conditions for invoking template T1 based on the value that a user selects:

• Condition 1 - Maps template T1 to Red (The template T1 is invoked if a user selects Red in the Color field.)
• Condition 2 - Maps template T1 to Blue and Yellow (The template T1 is invoked only if a client selects both Blue AND Yellow in the Color field. If the user selects only one of the values, such as Blue, the template T1 is not invoked.)
  The Allow Multiple Selection check box must be selected to define condition 2. 

To define conditions to invoke a template

1. In the Prompt/Question Properties section, select the Invoke Template check box.
   When you select this check box, the Condition to invoke link appears.
2. Click the Condition to invoke link.
3. In the Select Template column of the condition to invoke window, select the template that you want to use to create the condition.
4. In the Value column, select the value of the field that is used to invoke the template.
   The values that appear in the Value column depend on the Response Type of the Input field:
   • If the Response Type of the Input field is Radio Button, the Displayed Values of the Input Field appear in the Value column.
   • If the Response Type of the Input field is Check box, True and False appear in the Value column.
     The Value column displays only the 2000 that were last modified for the selected Lookup field. If you cannot locate a record in the Value column, navigate to that record, make changes, and save the record. When you re-open the Condition to invoke window, the modified record is available in the Value column for the selected Lookup field. 
   • If the Response Type of the Input field is Lookup, the values of the selected Lookup field appear in the Value column. For example, if you have created a lookup to Category, only Service Request categories appear in the Value column.
   • If the Response Type of the Input field is Date, Date/Time, Number, Text Area, or Text Field, NULL and NOT NULL appear in the Value column. If you select NOT NULL, the client must enter a value in the Input field to invoke the selected template.
   • If the Response Type of the Input field is Picklist, the Displayed Values of the Input field appear in the Value column.
5. Click Add.
6. Click Save.
7. (Optional) To remove a condition, select the condition and click the Delete icon.

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 - Adding a Header section to a service request

Use case - Adding a Lookup field to a service request

Points to consider when adding validation rules

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