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Completing the Fulfillment Process section

The topic describes how to complete the Fulfillment process section of the Service Request Designer.

Before you begin

Complete the Description section.

To complete the Fulfillment Process section

  1. On the Fulfillment Process - Process panel, select a process and then click Apply.
    Your choice appears as the current fulfillment process. If you change your mind, you can select a different process from the table and click Apply.
    You can also filter the processes shown in the table by entering a search term and then clicking Search.

    Note

    To create or modify a process, click Manage Processes. You can use this button only if you have Request Catalog Manager permissions. For more information about using the process definition template form, see Creating a standard PDT.

  2. Click Next.
  3. On the Fulfillment Process - Questions panel, create or add questions to the requestable service.
    1. Click Questions in the navigation tree.
    2. Click Add Question.
    3. Select New Question from the navigation tree.
    4. Define the Question Text.
      Alternatively, you can select a question from the Select From Library list, and go to step g.
      If you want to enter the greater than (>) or less than (<) sign in the Question Text field, use encoded text (&gt for >, and &lt for <); otherwise, browsers will interpret the greater than and less than signs as HTML markup, which is not supported. For more information, see Restrictions in creating questions.
    5. Select a question format (for example, Text or Menu).
    6. (Optional) In the Categoryfield, select or enter the category that the question will be classified with.

      Note

      You can use this field to select or enter information to categorize questions in the Questions Library. Then, you receive lists of questions by category instead of a single long list of questions when you select a question from the library in the Question Management form (which you can open from an SRD). You can categorize questions for each fulfillment application or any other grouping that works for your organization.

    7. Specify whether the question is Required or Hidden.
    8. Based on the question format, specify the question details.
      For example, a Text question requires that you define the Default Response, the Number of Text Rows, and the Limit Input Length.
    9. Click Apply to create your question.
    10. (Optional) Click Add Condition to dynamically define additional questions that appear in the context of the answer. (For more information, see Adding branch conditions to questions.)
    11. (Optional) Click Update Libraryto add the question to the Questions Library.

      Note

      When you add a question to the Questions Library, conditions added to the question are not stored with the question in the Questions Library.

    12. Specify the order in which the questions will appear in the SRD (when it appears in the Request Entry console) by selecting the question and clicking the Up and Down buttons.
    13. To remove a question from the list of available questions, select it from the navigation tree and click Delete.
  4. Click Next.
  5. On the Actions panel, you can create actions to automatically pass on values from a fulfillment application form or a custom form to the request form as responses to questions.
    For more information on actions, see Using actions to auto-fill responses in a service request.
  6. On the Fulfillment Process - Mappings panel, map the variables you created in the PDT to questions, text, or Service Request form fields.

    Note

    You do not see this panel if you select a Quick Link PDT or if you select a PDT that does not have any target mappings associated with it.

    1. Select one of the variables.
    2. In the Mapping Details area, complete one of the following steps:
  7. Select the Question option, and choose one of the questions you previously defined.
    Make sure that the available questions you select will map to the intended data targets. For example, the question ("What kind of chair do you want?") corresponds to the Description data target. If not, you must create a question.
    Specify whether the question must be answered by the answer (select User Displayed Response) or the data is internal (select Internally Represented Response). To understand the restrictions for these options, see Question format restrictions.
    • Select the Text option, and enter the text that you want entered in the corresponding field in the fulfillment application.
    • Select the SR Field option, and select a field from the SR Field list.
    • Click Advanced Mappings to concatenate inputs. (See Concatenating multiple inputs.)
  8. Click Next.
  9. (Optional)On the Fulfillment Process - Service Request Field Mappings panel, map fields on the Service Request form to questions, text, or other Service Request form fields.
    1. Select one of the fields.
    2. In the Mapping Details area, select one of the following options, and click Apply:
    3. Select the Question option, and choose one of the questions you previously defined.
      Make sure that the available questions you select will map to the intended data targets. For example, the question ("What kind of chair do you want?") corresponds to the Description data target. If not, you must create a question.
      Specify whether the question must be answered by the answer (select User Displayed Response) or the data is internal (select Internally Represented Response). To understand the restrictions for these options, see Question format restrictions.
    • Select the Text option, and enter the text that you want entered in the corresponding field in the fulfillment application.
    • Select the SR Field option, and select a field from the SR Field list.
    • Click Advanced Mapping to concatenate data into one SR field. (See Concatenating multiple inputs.)
    • Map other fields as needed.
  10. Click Next.

Where to go from here

To continue the procedure, go to Completing the Approvers section.

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