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Creating and configuring an SRD

A service request definition (SRD) is a service request template that is available to clients through Self Service. SRDs provide the options required to facilitate the selection and execution of delivery for a service request. These options can include attributes such as categorization, effective start and end dates, or pricing information.

Creating an SRD is a multiphase process. After you create the SRD, additional configuration tasks are required before the SRD is ready for use. The following figure shows the process to create an SRD.

SRD_process_overview.gif

 The following video (5:15) describes the procedure to configure service request definitions.

icon-play.png https://youtu.be/jZ1moSSRo0I

The end-to-end process involves the following actions:

Important

Before performing these procedures, ensure that you have completed all the prerequisites for creating an SRD. For more information, see Getting-started-with-service-request-management.

Procedure 1: Create an SRD record

SRD_process_overview1.gif

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Configure Application tile, and from the menu select Request Definitions.

  3. In the Request Definitions list view, click Newnew_icon.gif.
    Enter information in the fields on the page.

    Field description


  4. Click Savesave_icon.gif.

  5. To embed a direct link to the service request definition, use the link in the Self Service Link field. This field is populated automatically only after you save the SRD.
    You can embed this direct link on your intranet or send it by using an email message. When the user clicks the link, the corresponding form opens in Self Service. For more information, see Providing-direct-links-for-Self-Service-components.

    Note

    The Self Service Link field is displayed only if you are using Self Service 2.0.

Procedure 2: Configure entitlement of SRD

SRD_process_overview2.gif

By default, an SRD is available to all accounts and all users. However, you can configure to show an SRD on Remedyforce Console or Self Service to users of specific accounts and to specific profiles or permission sets for the users in those specific accounts. When you configure entitlement for Remedyforce Console, the ServiceDesk Staff users can view the SRD in the Request Definition lookup of Remedyforce Console based on the accounts, profiles, or permission sets assigned to them. Likewise, when the entitlement is configured for Self Service, the clients can view the SRD in Self Service based on the configurations.

The image displays the Entitlement page.

image2019-7-23_11-38-46.png

To configure entitlement, perform the following steps:

  1. Click the Entitlement tab of the SRD. 
  2. From the Configure entitlement for list, select Remedyforce Console or Self Service. 
  3. From the Show request definition to section, select Selected Accounts.
  4. Add accounts from the list of Available Accounts. (Only active accounts will be available.)
  5. From the Within Everyone or Selected Accounts, show request definition to drop-down, select Users of selected profiles or Users of selected permission sets based on your preference.
  6. Add the profiles or permission sets from the list. (A maximum of 1000 profiles or permission sets will be listed.)
  7. Click Save.
Click here to know when an SRD is shown to a user in Self Service based on the settings that you select in the Entitlement tab (For users who have linked accounts)

Notes

  • If you want to see only Remedyforce accounts in the list, enable the setting In accounts lists, display Remedyforce accounts by default from Remedyforce Administration > Application Settings > General Application Settings.
  • In Remedyforce Console and SF1 Analyst application, to control the visibility of an existing service request record when the SRD is not entitled to a staff user, you need to enable the setting Restrict access of service requests to users who do not have entitlement to the underlying SRDs from the Entitlement tab of the SRD. Once enabled, when you open the restricted record, an error will be displayed.
  • If you are upgrading from any version earlier than 20.19.02 (Summer 19), the default values on the Entitlement form are set to Everyone and All Users for Remedyforce Console entitlement. However, for Self Service, the existing entitlement configuration values will be displayed on the Entitlement form.
  • Self Service will be the default selected value in the Configure Entitlement for list.
  • If you are in 20.19.02 (Summer 19), the default values on the Entitlement form will be set to Self Service, Everyone, and All Users. 
  • Any custom lookup created on the Request Definition object will not honor the entitlement.

Considerations:

There are few users who do not have accounts. In that case, the entitlement will be based on the setting Restrict entitlement for users who do not have a linked account. For more information about this setting, see General settings for Remedyforce. With respect to this setting, the entitlement will be as follows:

  • If you are upgrading from any version earlier than 20.19.02 (Summer 19), the setting Restrict entitlement for users who do not have a linked account will be available for configuration. It will be unchecked by default.
  • When the Restrict entitlement for users who do not have a linked account setting is not enabled, the SRD visibility will be as follows:
    • If Show request definition to is set to Everyone, the SRD will be visible to everyone.
    • If Show request definition to is set to Selected Accounts, then among those selected accounts the SRD will be visible to users with linked accounts and users without linked accounts.

  • When the Restrict entitlement for users who do not have a linked account setting is enabled, the SRD visibility will be as follows:

    • If Show request definition to is set to Everyone, the SRD will be visible to everyone.
    • If Show request definition to is set to Selected Accounts, then among those selected accounts the SRD will be visible to users with linked accounts. However, the SRD will not be visible to users without linked accounts.


Procedure 3: Configure request definition information to be shown to clients


SRD_process_overview3.gif

  1. Click the Display Options tab of an SRD.
  2. In the Review the Service Request Information section, select the values that you want to show to clients before they submit a service request:
    • Turnaround Time
    • Price
    • Date Expected
      The service request calculates the Date Expected of the service request by adding the turnaround time of the SRD to the current date and time.
    • Phone
    • Email
    • Instructions
      The value of the User Instructions field in the Input tab is displayed.
    • Assigned To
      The Assigned To field and its value are shown in Self Service only if the service request is assigned to a staff member. If the service request is assigned to a queue, the field is not shown in Self Service. 

    • Approvals
      If you select this check box, the Approval Status column in the Ticket and Requests tab in Self Service will show the approval status. 

      About approval details shown to users

      The client can view the current status, approvers, and the approval history of the service request. Users with Salesforce Platform license can view the approval history in the Approvals tab of the service request. In this tab, Salesforce Platform license users can view the approver of the service request, the status of the approval, the date when the service request was submitted for approval, and the comments entered in the approval by the approver. The total number of approvals is displayed in the title of the Approvals tab. Users with Customer Portal license can view the approval history of the service request in the Actions Performed tab. These users cannot view the Approvals tab and the approver information.

  3. In the Provide Information section, select check boxes to enable the desired functionality for clients or staff members:
    • Date Required
    • Quantity
    • Attachment
    • Make Attachment Required in Self Service
  4. If you want the same Quantity and Price field configurations that you performed for clients in the preceding steps to also apply for staff members, select the Apply above Quantity and Price field settings for staff members check box. If you do not select this check box, the Quantity and Price fields are shown to staff members. 
    For instance, if you do not select the Quantity check box for clients, and you select this check box, the Quantity field is not shown to clients and staff members. 
  5. Click Save.

Procedure 4: Add fields to take information from clients

SRD_process_overview4.gif

For example, to fulfill the New Hire Request, you might need the following information from the HR executive. To get this information from the HR executive, configure these fields on the Input tab.


Note

BMC recommends that you create less than 400 input fields for each service request definition.

To add fields to take information from clients

  1. Click the Input tab of a request definition.
  2. In the User Instructions field, type the instructions that you want to show to a client in Self Service.
    You can use this field to provide instructions about the type of details that you want to capture. For example, in a service request that enables clients to request a new laptop, you can instruct clients to specify whether they require a mouse and keyboard also. 
  3. In the Request Input section, click add_icon.png.
    Based on the response type of the input field that you are adding, options in the Prompt/Question Properties section might change and some options are valid for all response types.
  4. In the Input/Prompt field, add the text that will inform clients what inputs are required (such as Enter your location).

  5. In the URL and Tooltip fields, enter the URL associated with the input field and its tooltip.

    Note

    For IE11, the maximum number of characters for tooltip is 512 that includes control characters such as line feeds and carriage returns. Any tooltip that exceeds the maximum limit is shown truncated after 512 characters.

  6. Select the type of field that you want to create.
    For more information about adding a field of response type Header Section, Lookup, Picklist, or Radio Button, see Creating-input-fields.
  7. In the Prompt/Question Properties section, select the required check boxes.
    For more information, see Additional-configurations-for-input-fields.

  8. Click Save or Save & New.
    The fields are displayed in the service request in the order in which you add them. You can select a field and click the up or down arrow to modify the position of the field in the display order of the service request.

    Note

    To define the display order of the Input fields, you must save the SRD after you finish adding and reordering the Input fields. If you do not save the SRD, the display order reverts to the previous display order when you last saved the SRD.

    To add a field that is similar to an existing field, select that field and click fulfillment_unput_copy.gif. When you clone an input field, all the field values are cloned, except the conditions to invoke a template (if exist).

    Note

    After you save the field, you cannot edit the value of Response Type. 

    If you delete input fields from an SRD, those fields (except Header Section) are not removed from the service requests that have already been creating using the SRD.

Procedure 5: Configure the fulfillment of service requests

SRD_process_overview5.gif

The Fulfillment tab is enabled after you save the request definition. Te 

Perform the following actions on the Fulfillment tab:


Adding criteria to filter CIs and assets that are shown to staff members

  1. In the Fulfillment Criteria - CMDB section, click New.
  2. In the Fulfillment Criteria - CMDB window, specify the criteria to filter CIs and assets.
    CMDBFulfilmentCriteria.gif

  3. In the Filter Logic field, specify the logical operators between conditions.
    By default, AND is specified for all conditions. 

    Best Practice

    Criteria must ensure that already assigned CIs and assets are not shown again in the search results. Inform staff members about the action that they must take to follow your condition.

    Example: Use the following condition in your criteria: CI Status is not equal to In Stock - Available.

  4. Click Save and close the window.
  5. Click Save.

Linking the change request and task templates with the request definition

  1. In the Add Fulfillment Templates section, click add_icon.png.
    By default, the service request template appears in the templates list. This is the template that you selected in the Service Request Template field on the General tab. You cannot delete the service request template.
    You get the options to either create new template (New Template) or link existing templates (Existing Template). 
  2. To configure the order in which the task templates are completed, click task_execution_order.gif.
  3. (Optional) To not execute all linked task templates at the same time, clear the Ignore Execution Order check box.
  4. In the Order Number column of the Set Task Execution Order window, select the order number that you want to assign to the tasks.
    You can assign the same execution order number to more than one task template. For example, you have four task templates, Task1, Task2, Task3, and Task4. You can assign Task1 and Task2 to be executed first, then Task3, and then Task4. When Task1 and Task2 are running, only these tasks are displayed in the Record Details section of the record. After Task1 and Task2 are closed, Task3 is displayed, and after the closing of Task3, Task4 is displayed.
  5. Click save_icon.gif.

Mapping input fields to template values

  1. (Optional) To prefix the value of the Input field with its Request Input (Prompt/Question), select the Prefix the Prompt/Question to user input mapped to Text Area or Long Text Area output fields check box.
    For example, in a request definition, you have mapped the Desk Location (Input field) to the Description (Output field). The value provided by the client user for the Desk Location (Input field) is N 23 D Block. If the Prefix the Prompt/Question to user input mapped to Text Area or Long Text Area output fields check box is selected, the value in the Description field is Desk Location: N 23 D Block.

    Note

    This check box is applicable only for the fields of type Text Area and Text Area (Long).

    If you map a check box type input field to a Text Area or Long Text Area type output type field, the question is mapped to the output field even if you do no select this check box.

From the Select Template list, select the In the Input Fields (Source) column, select the Input fields that you want to use to create a mapping.
When you select a field in the Select User Input for Prompt/Question column, only valid fields for mapping are listed in the Map to Template Field column. 

Valid data types for Response Types

The following table describes the valid data types of each Response Type:

Notes

  • If the mapped lookup field has a value and the input lookup field is kept blank, while editing service request, the mapped field is not cleared. For example, in a request definition, you have mapped the Select a Service Input field to the Service output template field. If the user updates the service request and clears the Select a Service input field then the Service output template field remains unchanged.
  • You cannot create mappings for the following fields: Auto Number, Email, Formula, Percent, Phone, Roll-Up Summary, and URL.

 

  1. In the Select User Input for Prompt/Questions column, select the fields that you want to map.
    To select multiple Input fields, press the Ctrl key and click the required Input fields. You can select multiple consecutive Input fields by pressing the Shift key and clicking the first and last Input fields of the consecutive Input fields. Clicking a selected Input field clears it. After you map Input fields, the mapped to field is removed from the Map to Template Field column and is no longer available for mapping.
  2. In the Map to Template Field column, select the field in which you want to store the mapped field value.
  3. Click Map Input to Field.
  4. Click Save.

Suspending creation of fulfillment process until service request approval 

To suspend the creation of fulfillment process associated with a service request, you must ensure that you have configured the following settings:

  • The Automatically Submit for Approval (when matching criteria is met) check box under the General Information section of the request definition is selected.
  • There is an approval process that is created on the Incident object under Approval Processes in Setup. The approval process must have one of the actions under Final Approval Actions that sets the Approved field to true in the Field Update action type. The following image shows the Final Approval Actions section of the process.
    image_SRD_fulfillment.png

After setting these configurations, if a service request is is submitted by a client, it is automatically submitted for approval. At this point, any task or change request associated with this service request is not created. When the request is approved, the Final Approval Action setting sets the Approved field to value to True and thereafter, tasks and change requests associated with this service request are created.

Procedure 6: Make the service request definition available in Self Service

SRD_process_overview6.gif


  1. On the General Information tab of a request definition, from the Status list, select Deployed.
  2. Select the Online check box.
  3. To show the request definition in BMC MyIT and Self Service on the Salesforce1 mobile platform, select the Mobile check box.

  4. Click Save.

    Note

    To make multiple service request definitions available in Self Service, you can select those request definitions in the list view, click the CMDB_Actionsicon.gif, and select Make Online. However, ensure that you select the Status as Deployed and the Mobile check box individually for the required SRDs.

Related topic

Displaying-additional-information-for-service-requests-on-the-Home-page



 

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