Creating questions to use with SRDs

Learn how to create questions that users answer when submitting service requests. A user's answers to these questions enable the business service manager and task implementers to get more information about the service request.

Question types and options

You can create questions in the following formats:

• Text
• Radio buttons
• Check boxes
• Menus (static menu, query menu, or dynamic query menu)
• Range
• Date and time (date, time, or date/time)

You can also include branching options with your questions. For example, you can create "dynamic" questions that show various options based on answers provided to other questions. In addition, you can add conditions to SRD questions that enable you to dynamically define additional questions that appear in the context of the answer.

You add questions and branch conditions to service request definitions (SRDs) and then map them to AOTs and PDTs. When an application instance occurs, the responses are pushed to the corresponding fields of the application instance form. A user's responses are pushed to the application instance for a particular AOT. See Mapping variables to questions and Mapping service request fields.

Optionally, you can store frequently-used questions in the Questions Library, which you can access from the Application Administration Console (Custom Configuration > Service Request Management > Application Configuration > Define Questions Library). When you choose a question from the library to use in an SRD, you are taking a copy of the question for the SRD. This means that any future changes to a question in the Questions Library are not automatically reflected in SRDs that contain the question. Lastly, you cannot store conditions or dynamic query menu questions in the Questions Library.