This documentation supports the 19.02 version of Service Request Management.

To view the latest version, select the version from the Product version menu.

Adding and mapping questions, variables, and service request fields

This section discusses how to add and map questions, variables, and service request fields.

The following topics are provided:

You can add and manage questions in an SRD. You can also add conditions to display additional questions based on a user's response. See Adding branch conditions to questions.

In addition, you can map variables to data sources, such as questions, hardcoded text strings, and fields. See information about variables in Creating process definition templates.

If the PDT associated with the SRD contains an AOT, any target data selected in the AOT is mapped to the variables defined in the PDT. These variables are mapped in the Question Management dialog box.

Note

When the target data definition is changed at the AOT level, the rollup automatically occurs at the PDT level but not at the SRD level. As a result, any subsequent changes on the target data association at the AOT level requires you to reselect the PDT in the SRD and remap of the target data at the SRD level.

Users are prompted to respond to questions that are designated Required when they request a service in the Request Entry console. You can add branch conditions to display additional sets of questions, based on their response to a question. When users submit their service request, their responses are passed on to the fulfillment application through the variables specified in the PDT.

You can add an unlimited number of questions in an SRD. You can select questions from the Questions Library or create them in the SRD. This list of questions is unique for each SRD.

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