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:

    Section Field Description
    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.

    Price Actual 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 Completion Date when the user can expect the request to be finished
    Date Required Date when the user requires the request to be finished
    Phone Phone number of the user.
    Email Email address of the user
    Attachment Enables users to add an attachment to the service request
    Instructions Instructions 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.
    Quantity Number of SRD 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 Coordinator Name of service request coordinator overseeing the request
    Price Actual price of this SRD
    Approvals Shows 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 Completion Date when the user can expect the request to be finished
    Date Required Date when the user requires the request to be finished
    Phone Phone number of the user
    Email Email address of the user
    Price Price of the SRD
    Service Coordinator Name of the service request coordinator overseeing the request
    Quantity Number of service requests ordered
    Approvals Current 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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