This documentation supports the 9.1 version of Service Request Management.

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

Adding questions to an SRD

This topic describes how to add questions to a service request definition (SRD). You can map the questions to variables or SR fields.

Note

If you are localizing SRDs, you must add, sort, and map questions only in the default locale for the SRD. For more information, see Localizing SRDs.

To add questions to an SRD

  1. Search for the SRD, select it, and click View.
  2. After you enter a PDT in the Process Template field, click Questions & Mappings under the Process Template field.
  3. On the Questions tab, create questions to ask your users.
    1. Select New Question.
    2. In the Question Text field, enter the question you want to add. You can also add any value that a browser can read, such as hyperlinks. See Adding hyperlinks in an SRD.
      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.
    3. Select a question format (for example, Text or Menu).
    4. In the Instructions field, enter instructions on responding to the question.

    5. Specify whether the question is Required, Hidden, or Read Only.
      Text, Date, Time, and Date/Time questions can be made read-only. Hidden questions are for internal data processing and are not visible to users or administrators. You cannot hide Date, Time, and Date/Time questions. For more information, see Restrictions in creating questions.
    6. 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.
      You can also specify a regular expression to validate user response. If a user enters a response that does not match the the pattern specified by the regular expression, the system displays a general error message. See Examples of regular expressions.

      Notes

      You must add a forward slash (/) at the beginning and at the end of regular expression strings.

      Use the Instructions field to show an example, such as (800)555-1212  or 1-800-555-1212 , to show the user how to match the pattern required by the regular expression. The system does not provide any prompts to help the user correct errors.

    7. To create your question, click Apply.
    8. (Optional) Click Add Condition to dynamically define additional questions that appear in the context of the answer. See Adding branch conditions to questions.

  4. To specify the order in which the questions will appear in the SRD (when it appears in the Request Entry console), select the question and click the Up button to move it up or click the Down button to move it down.
  5. To remove a question from the list of available questions, select it from the navigation tree and click Delete.
  6. To map variables to questions, click the Variable Mapping tab.
    See Mapping variables to questions.
  7. To map questions to fields on the Service Request form, click the SR Field Mapping tab.
    See Mapping service request fields.

Examples of regular expressions

  • The following regular expression specifies a pattern for the phone number: (555) 555-1212:

    /^([\(]{1}[0-9]{3}[\)]{1}[ ]{1}[0-9]{3}[\-]{1}[0-9]{4})$/
    
  • The following regular expression specifies the pattern for email addresses in the format <name>@example.com

    /[\w\d_-]+@[\w\d_-]+\.[\w\d._-]+/
    
  • The following regular expression specifies the pattern for numeric input from 1 to 365, for the days of the year:

    /^(?:36[0-5]|3[0-5]\d|[12]\d{2}|[1-9]\d?)$/

Related topics

Creating questions to use with SRDs

Localizing SRDs

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Comments

  1. Tony Worthington

    What is the Category field on Question Management used for?  I cannot find reference to it.

    Jan 10, 2017 07:11
    1. Anagha Deshpande

      Hello Tony,

      I will confirm this with SME and will write back to you.

      Regards,

      Anagha 

      Jan 10, 2017 09:03
      1. Anagha Deshpande

        Hello Tony,

        The category field on Question Management is related to the question. The Question is related to the task that you want to accomplish. Refer to the examples below:

        • If you attach Process template as Generic - Create Incident, then the question is impact/Urgency/Priority. In this case the Category can be Incident/Change.
        • If you attach Process template as Generic - Create Work Order, then the question is impact/Urgency/Priority. In this case the Category is Work Order.
        • When you provide generic information in a question, for example, computer information or old password, then you use the Category as Generic.

        Hope this helps.

        Regards,

        Anagha

         

        Feb 10, 2017 05:19
        1. Tony Worthington

          So... in the context of the Question Management dialog it's really only used when you choose to Update Library, with an additional question.  Nothing to do with your defining a question for the SRD as a one-off.

          Feb 10, 2017 07:33
          1. Anagha Deshpande

            Hello Tony,

            In Question Management dialog, you can add questions or you can add questions to the existing list.

            Regards,

            Anagha

            Feb 24, 2017 12:26