This documentation supports the 9.1 version of Service Request Management.

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

Mapping variables to questions

This topic describes how to map variables to the questions that you added to the SRD.

You can map multiple questions to the same variable. For example, the user's answer in the Description field on the Request Entry console can be pushed to the Description field data target in the Change Management, Incident Management, and Work Orders fulfillment templates.

To map variables to questions you defined for the SRD

  1. On the Question Management form, click the Variable Mapping tab.
  2. Select one of the variables.
  3. In the Mapping Details area, complete one of the following steps:
    • 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 Question format restrictions.
    • Select the Text option, and enter the text that you want 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 multiple inputs, click Advanced Mappings.
      You might select this option if you want to map multiple questions to the same variable. For example, the user's answer in the Description field on the Request Entry console can be pushed to the Description field data target in the Change Management, Incident Management, and Work Orders fulfillment templates. (See Concatenating multiple inputs.)
  4. Click Apply.
  5. Map other variables as needed.
  6. Close the Question Management form.
  7. Save the SRD.

Question format restrictions

The following table shows the question format restrictions that apply when you are mapping data. You can map question data as follows:

  • User Displayed Response — User enters answer to the question from the Provide Information panel on the Request Entry console as input.
  • Internally Represented Response — Data is passed internally as input by using the BMC Remedy AR System internal representation (the stored values, or for Date, Time, or Date/Time fields, a numeric string).
  • Either — Both User Displayed Response or Internally Represented Response options map data correctly to the fulfillment application.
Question format Fulfillment field type How to map data Comments
Text Character Either Either choice maps data correctly.
Radio Button, Check Box, Static Menu Character User Displayed Response  
Selection Field Internally Represented Response When the internal value is used, the stored values defined for the question is passed to the fulfillment application. The stored values must match those of the selection field on the fulfillment form.
Query Menu Character Either User Displayed Response always maps the Display Label, even if an Actual Value is configured for the question. To map the Actual Value, use Internally Represented Response. For more information, see Defining query menu questions.
Date Date Internally Represented Response

Do not use the User Displayed Response option, which passes the user's date and time to the backend application. If the user's computer and the server are in different time zones, the date field will display a different timestamp from when the request was actually created.

Also make sure that the end user's computer time zone is set the same as the Time Zone preference in AR System User Preferences. For more information, Setting the Locale tab.

Note: When mapped to a field that is displayed on screen, the Internally Represented Response for Date, Date/Time, and Time questions shows a numeric string rather than a readable date or time format. For example, if you map the response to a visible text field, users will see a string of numbers rather than the date or time.

Character User Displayed Response  
Date/Time Not applicable Not supported
Time Not applicable Not supported
Date/Time Date/Time Internally Represented Response

Do not use the User Displayed Response option, which passes the user's date and time to the backend application. If the user's computer and the server are in different time zones, the date/time field will display a different timestamp from when the request was actually created.

Also make sure that the end user's computer time zone is set the same as the Time Zone preference in AR System User Preferences. For more information, see Setting the Locale tab.

Note: When mapped to a field that is displayed on screen, the Internally Represented Response for Date, Date/Time, and Time questions shows a numeric string rather than a readable date or time format. For example, if you map the response to a visible text field, users will see a string of numbers rather than the date or time.

Character User Displayed Response  
Date    
Time Time Internally Represented Response

Do not use the User Displayed Response option, which passes the user's date and time to the backend application. If the user's computer and the server are in different time zones, the time field will display a different timestamp from when the request was actually created.

Also make sure that the end user's computer time zone is set the same as the Time Zone preference in AR System User Preferences. For more information, see Setting the Locale tab.

Note: When mapped to a field that is displayed on screen, the Internally Represented Response for Date, Date/Time, and Time questions shows a numeric string rather than a readable date or time format. For example, if you map the response to a visible text field, users will see a string of numbers rather than the date or time.

Character User Displayed Response  
Range Character Either  
Integer Either  
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