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Creating and configuring an SRD

A service request definition (SRD) is a service request template that is available to clients through Self Service. SRDs provide the options required to facilitate the selection and execution of delivery for a service request. These options can include attributes such as categorization, effective start and end dates, or pricing information.

Creating an SRD is a multiphase process. After you create the SRD, additional configuration tasks are required before the SRD is ready for use. The following figure shows the process to create an SRD.

The following video (5:15) describes the procedure to configure service request definitions.

 https://youtu.be/jZ1moSSRo0I

The end-to-end process involves the following actions:

Important

Before performing these procedures, ensure that you have completed all the prerequisites for creating an SRD. For more information, see Getting started with service request management.

Procedure 1: Create an SRD record

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Configure Application tile, and from the menu select Request Definitions.
  3. In the Request Definitions list view, click New.
    Enter information in the fields on the page.

     Field description

    FieldDescription
    Service Request TitleClient-friendly name for the request definition, such as New Hire Request.
    DescriptionAdd more information about the request definition. To add any information in the Rich Text Format (RTF), click Rich Text Description. You can view the embedded RTF text (for example, images, different fonts, comments) in the preview section of the service request in Self Service.
    ServiceSelect the service that you have created for the SRD.
    To create a new service, click Create New Business Service. After selecting a service, if you add a new service by clicking Create New Business Service, the new service is not replaced in the Service field. The new service will appear in the Service lookup field. This behavior is applicable to all fields where you can add a new value by clicking Create New Business Service.
    Service OfferingSelect the service offering for which you are creating the SRD. To create a new service offering, click Create New Service Offering
    CategorySelect the category of the SRD. The Select From Categories window displays Service Request categories and categories that are available to both Incident Management and Service Request Management. Incident categories appear in this window if they are parent categories to Service Request categories.
    To create a new category, click Create New Category
    Incident TemplateSelect the incident template that will be used to create the service request record on which a staff member will work.
    To create a new incident template, click Create New Incident Template.
    Service Request TemplateSelect the Request Details template that you have created.
    To create a new Request Details template, click Create New Reqeust Detail Template.
    Price, Cost, Start Date, and End Date

    When you select a service offering, the Price, Cost, Start Date, and End Date of the service offering are populated in the Price, Cost, Start Date, and End Date fields of the SRD. However, you can change the values in these fields.
    By default, the currency is displayed in U.S. dollars. You can configure the currency used in Service Request Management on the Remedyforce Administration > Application Settings > General Application Setting page.

    Turnaround TimeEnter the time in which the staff member, working on the service request, must acknowledge the service request to client.
    URL for more informationIf available, enter the URL that provides more information about the service request definition.
    ImageSelect an image to display to Self Service clients in the Top Requests panel.
    To select an image that is uploaded to the BMC Service Request Icons folder of the Documents tab of your Salesforce.com organization, click Select From Salesforce. To ensure that the image is visible in Self Service, to the client profile (ServiceDesk Client), assign permission to the Salesforce Documents object. Tip: BMC recommends that you use an image with a length and width of 32x32. Note: After you have added an image to the SRD, you cannot delete the image.
    StatusWhen you are creating the SRD that might go under a review process before making it available to clients, select the status as Requirements, Draft, or Waiting Approval.
    Automatically Submit for Approval (when matching criteria is met)When service requests are created, to submit them automatically for approval, select the check box.

  4. Click Save.
  5. To embed a direct link to the service request definition, use the link in the Self Service Link field. This field is populated automatically only after you save the SRD.
    You can embed this direct link on your intranet or send it by using an email message. When the user clicks the link, the corresponding form opens in Self Service. For more information, see Providing direct links for Self Service components.

    Note

    The Self Service Link field is displayed only if you are using Self Service 2.0.

Procedure 2: Configure entitlement of SRD

By default, an SRD is available to all accounts and all users. You can configure to show an SRD to users of specific accounts, and in those accounts, to users of specific profiles or permission sets.

Users of Customer Portal and Customer Portal Manager license can view the SRD in Self Service based on the accounts assigned to them and the SRDs assigned to accounts.

  1. Click the Entitlement tab of the SRD.
  2. To entitle the accounts whose users will see the SRD, select Selected Accounts.
  3. In the Available Accounts list, select the required accounts, and click the right arrow.
  4. Perform one of the following actions:
    • To entitle all users of the selected accounts, from the Within selected accounts, this service request is available to list, verify that All Users is selected, and go to step 5.
    • To entitle users of selected profiles or permission sets, from the Within selected accounts, this service request is available to list, select Users of Selected Profiles or Users of Selected Permission Sets.
    • Select the profiles or permission sets to whose users within the selected accounts (if selected) the SRD will be shown.

       Click here to know when an SRD is shown to a user in Self Service based on the settings that you select in the Entitlement tab.
      All AccountsSelected AccountsAll UsersSelected ProfilesSelected permission setsVisibility of SRD to users to whom an account is assignedVisibility of SRD to users to whom an account is not assigned
      (tick) (tick)  VisibleVisible
      (tick)  (tick) Visible to users with selected profilesVisible to users with selected profiles
      (tick)   (tick)Visible to users with selected permission setsVisible to users with selected permission sets
       (tick)(tick)  Visible to users with selected accountsVisible
       (tick) (tick) Visible to users with selected accounts and selected profilesVisible to users with selected profiles
       (tick)  (tick)Visible to users with selected accounts and selected permission setsVisible to users with selected permission sets
  5. Click Save.

Procedure 3: Configure request definition information to be shown to clients

  1. Click the Display Options tab of an SRD.
  2. In the Review the Service Request Information section, select the values that you want to show to clients in Self Service before they submit a service request:

    Note

    The following fields are always shown to staff members in the Remedyforce Console. 

    • Turnaround Time
    • Price
    • Date Expected
      The service request calculates the Date Expected of the service request by adding the turnaround time of the SRD to the current date and time.
    • Phone
    • Email
    • Instructions
      The value of the User Instructions field in the Input tab is displayed.
    • Assigned To
      The Assigned To field and its value are shown in Self Service only if the service request is assigned to a staff member. If the service request is assigned to a queue, the field is not shown in Self Service. 

    • Approvals
      If you select this check box, the Approval Status column in the Ticket and Requests tab in Self Service will show the approval status. 

       About approval details shown to users

      The client can view the current status, approvers, and the approval history of the service request. Users with Salesforce Platform license can view the approval history in the Approvals tab of the service request. In this tab, Salesforce Platform license users can view the approver of the service request, the status of the approval, the date when the service request was submitted for approval, and the comments entered in the approval by the approver. The total number of approvals is displayed in the title of the Approvals tab. Users with Customer Portal license can view the approval history of the service request in the Actions Performed tab. These users cannot view the Approvals tab and the approver information.

  3. In the Provide Information section, select check boxes to enable the desired functionality for clients or staff members:
    • Date Required
    • Quantity
    • Attachment
    • Make Attachment Required in Self Service
  4. If you want the same Quantity and Price field configurations that you performed for clients in the preceding steps to also apply for staff members, select the Apply above Quantity and Price field settings for staff members check box. If you do not select this check box, the Quantity and Price fields are shown to staff members. 
    For instance, if you do not select the Quantity check box for clients, and you select this check box, the Quantity field is not shown to clients (in Self Service) and staff members (in the Remedyforce Console). 
  5. Click Save.

Procedure 4: Add fields to take information from clients

For example, to fulfill the New Hire Request, you might need the following information from the HR executive. To get this information from the HR executive, configure these fields on the Input tab.

Information

Type of field

Whether the new employee is a full time or part time employee

Picklist - with Full time and Part time values.

Hard disk of the laptop should be 128 or 240 GB

Picklist - with 128 GB and 240 GB values.

Operating system to be installed on the laptop

Picklist - with Windows 7, Windows 8, and Mac as values.

Cost Center of the employee

Number

Designation of the employee

Text Area

Location of the employee

Text Area

Note

BMC recommends that you create less than 400 input fields for each service request definition.

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 .
    Based on the response type of the input field that you are adding, options in the Prompt/Question Properties section might change and some options are valid for all response types.

  4. In the Input/Prompt field, add the text that will inform clients what inputs are required (such as Enter your location).

  5. In the URL and Tooltip fields, enter the URL associated with the input field and its tooltip.

  6. Select the type of field that you want to create.
    For more information about adding a field of response type Header Section, Lookup, Picklist, or Radio Button, see Creating input fields

  7. In the Prompt/Question Properties section, select the required check boxes.
    For more information, see Additional configurations for input fields.

  8. Click Save or Save & New.
    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).

    Note

    After you save the field, you cannot edit the value of Response Type

    If you delete input fields from an SRD, those fields (except Header Section) are not removed from the service requests that have already been creating using the SRD.

Procedure 5: Configure the fulfillment of service requests

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

ActionDescription
Add criteria to filter CIs and assets that are shown to staff members

Configure criteria for only those service requests that require staff members to assign a configuration item (CI) or asset to the request.

Many a times, staff members need to select a CI or asset to fulfill a service request. For example, to fulfill the New Hire service request, a staff member might have to provide a laptop or computer system to the new employee. To assign a laptop or computer system to the new employee, the staff member will have to search for the appropriate CI in the CMDB, which can be tedious.

 Overview of actions to be performed to fulfill a service request by assigning CIs or assets

Following is the overview of actions that you and staff members will perform to fulfill a service request by assigning CIs and assets:

  • You configure filter criteria to show only those CIs or assets to the staff member that qualify the criteria, such as all the CIs where Primary Capability is LaptopAsset Status is In Stock - Available, and status is not equal to Deployed.
  • After the service request is approved, while working on the service request, the staff member will select the Fulfill Request (CMDB) option from the Actions menu and all the CIs and assets that fulfill this criteria will be displayed.
  • When the staff member selects the CIs or assets that are required to fulfill the request and clicks the Fulfill Request (CMDB) button, the form to edit multiple CIs or assets is shown where the staff member can update the selected CIs or assets.
  • The CIs or assets that the staff member will select to fulfill a service request are linked to the record and are shown in the Linked Configuration Items and Assets related list. Also, the service request is linked to the CIs or assets that have been selected to fulfill the service request and are shown in the Details > Service Requests tab of the Instance Editor.

Note: For staff members to be able to see the Fulfill Request (CMDB) option, ensure that you configure an approval process that updates the Approved check box as selected after a service request is approved. If you are not configuring an approval process, add the Approved check box to the Service Request form and inform staff members that they must select this check box for the Fulfill Request (CMDB) option to be enabled. For more information, see Customizing forms for the Remedyforce Console tab.

Link the change request and task templates

Link the change request and task template that you have created for the actions that are required to complete the service request.

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 request templates. 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 SRD templates execute independent of each other.
Map the template fields to input fields

Map fields in which the client will provide information to the fields of the templates that you have attached to the SRD. 

You can map multiple input fields to one field. 

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

 Example and important points

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.
  • To order the mapped fields, map fields in the required order.
  • If a client edits an input field mapped to an incident template field and saves a blank value, blank value will be mapped to the incident field.

Adding criteria to filter CIs and assets that are shown to staff members

  1. In the Fulfillment Criteria - CMDB section, click New.
  2. In the Fulfillment Criteria - CMDB window, specify the criteria to filter CIs and assets.
  3. In the Filter Logic field, specify the logical operators between conditions.
    By default, AND is specified for all conditions. 

    Best Practice

    Criteria must ensure that already assigned CIs and assets are not shown again in the search results. Inform staff members about the action that they must take to follow your condition.

    Example: Use the following condition in your criteria: CI Status is not equal to In Stock - Available.

  4. Click Save and close the window.
  5. Click Save.

Linking the change request and task templates with the request definition

  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 .

Mapping template fields to input values

  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.

    Note

    This check box is applicable only for the fields of type Text Area and Text Area (Long).

    If you map a check box type input field to a Text Area or Long Text Area type output type 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. 

     Valid data types for Response Types

    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.
  6. Click Save.

Procedure 6: Make the service request definition available in Self Service

  1. On the General Information tab of a request definition, from the Status list, select Deployed.
  2. Select the Online check box.
  3. To show the request definition in BMC MyIT and Self Service on the Salesforce1 mobile platform, select the Mobile check box.
  4. Click Save.

    Note

    To make multiple service request definitions available in Self Service, you can select those request definitions in the list view, click the , and select Make Online. However, ensure that you select the Status as Deployed and the Mobile check box individually for the required SRDs.

Related topic

Displaying additional information for service requests on the Home page

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