This documentation supports the 9.0 version of Service Request Management.

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

Mapping service request fields

This section describes how to map data to fields on the service request form. (Mapping data to the service request form is optional.)

To map service request fields

  1. On the Question Management form, click the SR Field Mapping tab, and select one of the fields.
  2. In the Mapping Details area, select one of the following options:
    • 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 Restrictions in creating questions.
    • Select the Text option, and enter the text that you want automatically entered in the corresponding field in the fulfillment application.
      When entering a string in the Text field, do not use quotation marks; otherwise, no text will appear in the Service Request form, and the data will not be pushed to fulfillment application. (This occurs because of the way quotation marks are used in the workflow that parses the mapping.)
    • Select the SR Field option, and select a field from the SR Field list.
    • To concatenate data into one SR field, click Advanced Mapping. (See Concatenating multiple inputs.)
  3. Click Apply.
  4. Map other fields as needed.
  5. Close the Question Management form.
  6. Save the SRD.
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