Note

 

This documentation supports the 20.16.01 version of BMC Remedyforce.

To view the latest or an earlier version, select the version from the Product version menu.

Additional configurations for input fields

For all input fields that you configure for a service request definition, you can configure additional configurations in the Prompt/Question Properties section. Some of these configurations require additional configurations and considerations that are covered in this topic.

The following table lists the additional configurations and considerations for the following properties:

Prompt/Question PropertyApplicable toDescription
RequiredDate, Date/Time, Number, Picklist, Radio Button, Text Area, Text Area (Rich), Text FieldSelect to make an input field required to be filled when raising a service request.
HiddenCheck box, Date, Date/Time, Lookup, Number, Picklist, Radio Button, Text Area, Text Area (Rich), Text FieldSelect to hide an input field. You can use this check box along with Conditional check box.
ConditionalAll

When you select the Conditional check box for an Input field on the Input tab of a request definition, you need to define the conditions to display the Input field.

For example, if the designation of a new employee is Manager or above, the IT department must know if a mobile device has to be issued. Add a check box response type with Input/Prompt as Procure mobile device and select the Conditional check box.

You can create conditions only for those Input fields that precede the current Input field. If you change the display order of the input fields, the Input field used to create the condition might appear below the current Input field in Self Service. BMC recommends that you define the display order according to the conditions that you have created.

Depending on the input field added to the condition, the Field Value field dynamically displays the appropriate option to enter a value.

ValidateDate, Date/Time, Number, Text Field

When you are adding validations for an input field, consider the following points:

  • The validation rule for an input field is evaluated only if a user enters a value in the corresponding input field. For example, if a validation rule is defined specifying the maximum and minimum values for a Number Response Type of input field, and the user does not enter a value in the input field, then the validation rule is not evaluated when the user submits the request. If the above input field is defined to be a required field, users must enter a value that is within the range defined in the validation rule to submit the service request.
  • The validation rule section should contain the condition that specifies the valid data for that input field. Error message is displayed if the validation rule condition evaluates to False. For example, if validation rule section specifies the maximum and minimum values for a Number Response Type of input field, then the two values define the valid range of values that the user can enter in that particular field. If user enters a value that is not in the specified range, an error message is displayed when the user tries to submit the service request.
  • When a user submits a service request, Remedyforce application evaluates all validation rules defined for the input fields for the service request. If multiple validation rules fail, then a maximum of 10 validation error messages are displayed at a time to the user.
    Note: You can customize the error messages that are displayed in case any of the validation rules fail. The error messages can be customized like other labels. To know more about how to customize a label, see Salesforce Help.

 Examples to use the Validate check box

  • Date and Date/Time: You can create validation rules for the Date Response Type to limit the entered date in the input field as </> than Specific DateCurrent date or any other date that is defined as an input field. If you select the Current Date or any other input that is of Date or Date/Time Response Type, for the validation rule, you can also specify the number of additional days allowed.
    For example, if you have already defined Start Date as an input field and you want to create a new input field End Date.
    You can create a validation rule to limit the entered date in the End Date field as </> than the Specific DateCurrent Date, or Start Date. If you select the Current Date or Start Date, you can specify the number of additional days allowed.
    Also, if a Start Date field is defined on a New Hire Service Request Definition and the field is mapped to a field in the service request, you can create a validation rule for the input field to prevent the submission of the service request if the person is joining in less than 7 days. The validation rule is created as:

    Employee Start Date + 7 (days)
  • Number: You can create a validation rule for the NumberResponseType to limit the minimum or the maximum number allowed in the input field.
  • Picklist: You can create a validation rule for the Picklist Response Type to define the minimum number of options to be selected by the user for the input fields.
    The Validate check box for the Picklist Response Type is available only if the Allow Multiple Select check box is selected.
    For example, if you create a picklist type Input field Applications in Laptop that contains five picklist values. You can create a validation rule to define that the user needs to select minimum two values for the Input field.
  • Text Field: You can create a validation rule for the Text Field Response Type to define the minimum number of characters the user needs to enter in the input field.

 

Note: This check box is available only if you are using Self Service 2.0.

Display in Second ColumnCheck box, Date, Date/Time, Lookup, Number, Picklist, Radio Button, Text Area, Text Area (Rich), Text FieldSelect the check box display the input field in the second column. This setting would help you create a two column layout for the input fields.
Invoke TemplateCheck box, Date, Date/Time, Lookup, Number, Picklist, Radio Button, Text Area, Text Area (Rich), Text Field

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.

 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.

Allow Multiple SelectionPicklist

Select to enable clients to select more than one options from the input field of type Picklist. You can also select the Conditional check box with the Allow Multiple Selection check box.

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