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Completing the Fulfillment Process section

Use this information to complete the Fulfillment Process section.

To complete the Fulfillment Process section

  1. On the Fulfillment Process - Process panel, select a process and then click Apply.
     Your choice appears as the current fulfillment process. If you change your mind, you can select a different process from the table and click Apply.
     You can also filter the processes shown in the table by entering a search term and then clicking Search.
     To create or modify a process, click Manage Processes.
     You can use this button only if you have Request Catalog Manager permissions. For more information about using the Process Definition Template form, see the BMC Service Request Management Administration help.
  2. Click Next.
  3. On the Fulfillment Process - Questions panel, create or add questions to the requestable service.
    1. Click Questions in the navigation tree.
    2. Click Add Question.
    3. Select New Question from the navigation tree.
    4. Define the Question Text.
       Alternatively, you can select a question from the Select From Library list, and go to step g. (For more information about creating questions in the Questions Library, see the BMC Service Request Management Administration help.)
       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 valid HTML markup if the question text is included in a URL.
    5. Select a question format (for example, Text or Menu).

    6. (optional ) In the Category field, select or enter the category that the question will be classified with. 

      Note

      You can use this field to select or enter information to categorize questions in the Questions Library. Then, you receive lists of questions by category instead of a single long list of questions when you select a question from the library in the Question Management form (which you can open from an SRD). You can categorize questions for each fulfillment application or any other grouping that works for your organization.

    7. Specify whether the question is Required or Hidden.
    8. 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.
    9. Click Apply to create your question.
    10. (optional ) Click Add Condition to dynamically define additional questions that appear in the context of the answer. (For more information, see the BMC Service Request Management Administration help.)

    11. (optional ) Click Update Library to add the question to the Questions Library. 

      Note

      When you add a question to the Questions Library, conditions added to the question are not stored with the question in the Questions Library.

    12. Specify the order in which the questions will appear in the SRD (when it appears in the Request Entry console) by selecting the question and clicking Up and Down.
    13. To remove a question from the list of available questions, select it from the navigation tree and click Delete.
  4. Click Next.
  5. Go to Completing the Fulfillment Process section to continue the procedure.

  6. On the Fulfillment Process - Mappings panel, map the variables you created in the PDT to questions, text, or Service Request form fields. 

    Note

    You do not see this panel if you select a Quick Link PDT or if you select a PDT that does not have any target mappings associated with it.

    1. Select one of the variables.
    2. In the Mapping Details area, complete one of the following steps:
      • Select the Question option, and choose one of the questions you previously defined. For more information, see the BMC Service Request Management Administration help.
      • Select the Text option, and enter the text that you want entered in the corresponding field in the fulfillment application.
      • Select the SR Field option, and select a field from the SR Field list.
      • Click Advanced Mappings to concatenate inputs. (For more information, see the BMC Service Request Management Administration help.)
  7. Click Next.
  8. (optional ) On the Fulfillment Process - Service Request Field Mappings panel, map fields on the Service Request form to questions, text, or other Service Request form fields.
    1. 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. For more information, see the BMC Service Request Management Administration help.
      • Select the Text option, and enter the text that you want entered in the corresponding field in the fulfillment application.
      • Select the SR Field option, and select a field from the SR Field list.
      • Click Advanced Mapping to concatenate data into one SR field. (For more information, see the BMC Service Request Management Administration help.)
  9. Click Apply.
  10. Map other fields as needed.
  11. Click Next.
  12. Go to Completing the Approvers section to continue the procedure.

Related topics

Completing-the-Description-section

 

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