This documentation supports the 9.0 version of Service Request Management.

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

Creating questions to use with SRDs

This section describes how to create questions for SRDs, and includes the following topics:

This section describes 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:

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. 

Best practices

BMC recommends the following best practices when creating questions:

  • The Question Text (or Display value) that you specify for text, radio button, and check box questions must fit into the space allowed in the UI.  Since strings of text are wrapped at spaces, BMC recommends that you consider the length of each word, the word spacing, and the available UI space to make sure that the text wraps properly. When defining questions, make sure that you also consider the length of any localized question text or display values.
  • The internal value for each option in a radio button, check-box, or menu question, whether parent or supporting, must be unique within the set of possible answers. In most cases, the internal value should be an integer so that it can be treated as an enumeration by the back-end fulfillment process, if necessary. Where the response is seen, such as in the Request Details, the display value is shown. The display value can be localized. The internal value must be locale independent and is not localized, even if it is not an integer, so that the fulfillment process can consume it independently of the user’s locale. 
  • Create all of the questions, branch conditions, and mappings in the default locale before localizing the SRD. See Localizing SRDs.

Related topics

Adding questions to an SRD

Adding branch conditions to questions

Mapping variables and service request fields

Using actions to auto-fill responses in a service request

Localizing SRDs

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