This documentation supports the 9.1 version of Service Request Management.

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

Configuring visible fields in the Request Entry console

After you have created an SRD, you can specify which fields are hidden or visible to users during the various stages of a request. For example, you can specify that your users can see the expected completion date of their request during the Provide Information stage.

Note

You can define visible and hidden fields only when the Service Request Definition form is in New mode or Offline.

To configure which fields are visible in the Request Entry console

  1. Open an SRD.
    1. Open the IT Home Page, and select Service Request Management > Service Catalog Manager Console.
    2. Click Console Focus in the left navigation pane, and click Request Definition.
      The Request Definition View appears in the Service Catalog Manager Console.
    3. Perform an SRD search.
      For types of searches you can use, see Searching for SRDs.
    4. From the list of matching SRD records in the search results table, open the record to modify.
  2. Click the Functions link in the left navigation pane, and click Show/Hide Fields.
  3. In the Show/Hide Options form, specify which fields in the SRD should be visible to users:

    SectionFieldDescription
    Review a service
    Enables the Service Catalog Manager to select which SRD fields to show in the Request Entry console during the Review stage.
    Turnaround Time

    Defines turnaround time for this SRD in Hours, Days, Months, or Years. Turnaround time is used to calculate the expected completion date of the SRD.

    Note: To calculate the expected completion date accurately, business hours and holidays must be configured. For information about configuring business hours and holidays, see Configuring business hours and holidays.

    PriceActual price of this SRD.
    Provide Information
    Enables the Service Catalog Manager to select which SRD fields appear in the Request Entry console during the Provide Information stage.
    Expected CompletionDate when the user can expect the request to be finished.
    Date RequiredDate when the user requires the request to be finished.
    PhonePhone number of the user.
    EmailEmail address of the user.
    AttachmentEnables users to add an attachment to the service request.
    InstructionsInstructions that you want requesters to view. Requesters see your text in the Provide Information stage when they are requesting a service in the Request Entry console.
    QuantityNumber of SRDs ordered.
    View a Request
    Enables the Service Catalog Manager to select which SRD fields appear in the Request Entry console during the Summary stage.
    Service CoordinatorName of service request coordinator overseeing the request.
    PriceActual price of this SRD.
    ApprovalsShows the Current Approvers section, which includes a More Info link that allows users to see the approvals for a request.
    Request Details
    Enables the Service Catalog Manager to select which SRD fields appear on the Request Details dialog box
    Expected CompletionDate when the user can expect the request to be finished.
    Date RequiredDate when the user requires the request to be finished.
    PhonePhone number of the user.
    EmailEmail address of the user.
    PricePrice of the SRD.
    Service CoordinatorName of the service request coordinator overseeing the request.
    QuantityNumber of service requests ordered.
    ApprovalsCurrent approvers for the service request.
    End User Process View

    Shows the Process View tab on the Request Details. If you clear this field, the Process View tab is hidden from users who do not have Service Request User or SRM Administrator permissions. This option is selected by default.

    Note: You can view the process fulfillment details for the In Progress status on the Details tab by selecting the Show in Simplified View check box for each process step. For more information, see .


  4. Click OK, and save the SRD.
    You must save the SRD to save the Show/Hide field settings.
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