Using Request Detail field sets in service requests

If you want to record the same information in all the service requests, you can implement the following options:

• Option 1 - Add Input fields to all the service request definitions, and map the values of the Input fields to Template fields in the service request definitions.
• Option 2 - Create custom Incident and Request Detail fields, and configure BMC Remedyforce to use these fields in the out-of-the-box Request Detail field sets.

For example, you want to record the department name and cost center of each user who is submitting the service request in all the service requests. If you implement Option 1, you have to create two Input fields, Department and Cost Center, in all the service request definitions, and map the values of the Department and Cost Center Input fields to Template fields. The mapping ensures that the Department and Cost Center values are recorded in the service request record. You have to repeat these steps for each service request definition that you create in the future to record the department name and cost center.

However, if you implement Option 2, you have to perform the configuration steps only once. First, you create the Department and Cost Center custom fields in the Incident and Request Detail objects. Next, add the Department and Cost Center custom fields to the Request Detail field sets. Finally, in Application Settings, select the Populate the values of Request Detail custom fields in Incident custom fields check box. After you perform these steps, these custom fields are displayed in each service request that is created in Self Service and in BMC Remedyforce. When you submit a service request, the values of the Department and Cost Center custom fields are populated in the service request record.

BMC Remedyforce provides the following out-of-the-box field sets for the Request Detail object:

• Service Request Left Panel – Use this field set to add fields in the left panel of a service request.
• Service Request Right Panel – Use this field set to add fields in the right panel of a service request.

These field sets do not have any fields assigned to them. You can customize the Service Request form by adding custom fields to these field sets. When you add custom fields to the field sets, the custom fields appear on the Service Request form in the order in which these fields appear in the field sets. When you create a custom field, it is available on each of the field sets that are to be added on the custom form.

The following steps provide an overview of how to configure BMC Remedyforce to use Request Detail field sets while creating service requests:

1. Create the required custom fields for the Incident and Request Detail objects.
2. Add the Request Detail custom fields to the Request Detail field sets.
3. In Application Settings, select the Populate the values of Request Detail custom fields in Incident custom fields check box.
4. Enter values in the custom fields when you create service requests.

To use Request Detail field sets in service requests

1. Perform the following actions to create custom fields for the Incident object:
   1. Navigate to Setup > Create > Objects.
   2. Click the Incident object.
   3. In the Custom Fields & Relationships section, click New.

   4. Select the data type of the custom field.

      Note

      For BMC Remedyforce to populate the value of this Incident custom field with the value of the Request Detail custom field, ensure that you use the same Field Name and data type when you create the Request Detail custom field.

   5. Click Next.
   6. In the Field Label field, type the label of the custom field.
      For example, type Department as the label of the custom field.

   7. In the Field Name field, type the name of the custom field.
      For example, type Departmentas the name of the custom field.

      Note

      For BMC Remedyforce to populate the value of this Incident custom field with the value of the Request Detail custom field, ensure that you use the same Field Name and data type when you create the Request Detail custom field.

   8. In the attribute fields, enter the attributes of the custom field.
      For more information, see https://na11.salesforce.com/help/doc/user_ed.jsp?section=help&target=custom_field_attributes.htm&loc=help&hash=topic-title.
   9. Click Next.
   10. Select the profiles to which you want to grant edit access to this custom field.
   11. Click Next.
   12. Select the page layouts that display the custom field as an editable field.
       By default, the custom field is selected for page layout of the Incident object.
   13. Click Save.
   14. Repeat step c through step m for each required custom field.
2. Perform the following actions to create custom fields for the Request Detail object:
   1. Navigate to Setup > Create > Objects.
   2. Click the Request Detail object.
   3. In the Custom Fields & Relationships section, click New.

   4. Select the data type of the custom field.

      Note

      For BMC Remedyforce to populate the value of this Request Detail custom field in the Incident custom field, ensure that you use the same Field Name and data type when you create the Incident custom field.

   5. Click Next.
   6. In the Field Label field, type the label of the custom field.
      For example, type Department as the label of the custom field.

   7. In the Field Name field, type the name of the custom field.
      For example, type Department as the name of the custom field.

      Note

      For BMC Remedyforce to populate the value of this Request Detail custom field in the Incident custom field, ensure that you use the same Field Name and data type when you create the Incident custom field.

   8. In the attribute fields, enter the attributes of the custom field.
      For more information, see https://na11.salesforce.com/help/doc/user_ed.jsp?section=help&target=custom_field_attributes.htm&loc=help&hash=topic-title.
   9. Click Next.
   10. Select the profiles to which you want to grant edit access to this custom field.
   11. Click Next.
   12. Select the page layouts that display the custom field as an editable field.
       By default, the custom field is selected for page layout of the Request Detail object.
   13. Click Save.
3. Repeat step c through step m for each required custom field.
4. To make the required custom fields available in the Service Request form, perform the following actions:
   1. In the Field Sets section of the Request Detail object, click Edit in the Action column for the Service Request Left Panel field set.
   2. From the object palette, drag-and-drop the required custom fields to the In the Field Set list.
      For example, drag-and-drop the Department custom field to the In the Field Set list. The Service Request form displays all the custom fields that were added to the In the Field Set list. The order in which the custom fields appear in the Service Request form depends on the order in which the custom fields are arranged in the Field Set list. You can rearrange the fields in the Field Set list by dragging and dropping.
   3. Click Save.
   4. In the Field Sets section of the Request Detail object, click Edit in the Action column for the Service Request Right Panel field set.
   5. Repeat step b and step c for each custom field that you want to add to the Service Request Right Panel field set.
5. To populate the values of Request Detail custom fields in Incident custom fields, perform the following actions:
   1. Click the Remedyforce Administration tab.
   2. On the Home page, click the Application Settings tile, and from the menu select Service Requests.
   3. Select the Populate the values of Request Detail custom fields in Incident custom fields check box.
   4. Click Save.
6. Enter values in the custom fields when you create service requests.
   BMC Remedyforce does not populate the values of the custom fields on the service request in the Incident custom fields in the following scenarios:
   • Scenario 1
     In the Mapping tab of a service request definition, you mapped Input fields to the Incident custom fields that you created in step 2. In this scenario, BMC Remedyforce populates the values of the Input fields in the Incident custom fields when you submit the service request. BMC Remedyforce does not populate the values that you have entered in the custom fields on the service request while submitting the service request.
     For example, you add the Department custom field to the Request Detail field sets, and you create a Picklist Input field that allows users to select their department. The Picklist Input field displays the following values:
     • Marketing
     • Human Resources
     • Finance
     • Research and Development
       In the Mapping tab of the service request definition, you map the Picklist Input field to the Department custom field.
       While submitting a service request of this service request definition, you enter Sales in the Department custom field and you select Marketing from the Picklist Input field. When you view the service request record, the Department custom field is populated with Marketing and not Sales.
   • Scenario 2
     You have added the Incident custom fields to the Incident form. You enter values in the Incident custom fields on the Incident form. You click the Request Definition list, select a request definition, and enter values in the custom fields on the Service Request Detail window that appears, and save the service request. You return to the Incident form. You finish entering values in the Incident form and save the service request. In this scenario, the values that you entered in the custom fields on the Service Request Detail window are populated in the Incident custom fields.
     For example, you have created the Department custom field for the Incident and Request Detail objects. You add the Department custom field of the Request Detail object to the Request Detail field sets, and you add the Department custom field of the Incident object to the Incident form. In the custom Incident form, you enter Marketing in the Department custom field. You click the Request Definition list, select a request definition, and enter Sales in the Department custom field on the Service Request Detail window that appears, and save the service request. You return to the Incident form. You finish entering values in the Incident form and save the service request. When you view the service request record, the Department custom field remains populated with Sales and not Marketing.
   • Scenario 3
     If you have not entered any values in the custom fields on the service request, the existing values of the Incident custom fields are not deleted.