Pages hold question elements and define their position. There are three types of pages, Contents, Confirmation and Review. Contents pages hold the questions and other elements for a service item, and include a ‘Submit’ button to move to the next page. Confirmation pages can have any element but do not include a submit button. Questions can still be placed on a Confirmation page, but any answers collected will not be submitted to the Remedy database. If you do not include a Confirmation page, the system default is used. Once you get to a confirmation page on your request, the status is set to Completed and you cannot go back.
The Review page employs the ReviewRequest servlet. The review page re-displays the request (as it's been completed so far) in read-only mode. This is useful as a summary page to allow customers to review the request contents before submitting the request. The settings tab now has attributes that allow you to set options for the review request display.
New pages are accessed by clicking on the ‘Add’ button and selecting ‘Add Page’. The page is added either at the end of the current list of elements, or before the next page in the list. A new page is not necessarily added after the selected item because you cannot move questions or other elements from one page to another.
Branching and Events are covered in a later chapter.
Example of the Page Dialog:
Text elements have the widest variety of uses in Kinetic Request. If you need to add a header, instructions, or any type of text to your service item that is not part of the question label, you can use a text element. Since you are just adding text to your HTML page, you can also put any type of HTML formatting tag in the text element.
Some simple examples:
<b>BOLD</b> //bold a portion of text
<br /> //hard return or line break
Another great feature of text elements is the ability to display answers from questions on previous pages. Click on the ‘Add Fields’ button on the page dialog, and you have the ability to select answers from previous pages, or base fields from the request.
Example of text element dialog:
Example of Add Fields dialog:
Style and Events tabs are available and are covered in upcoming chapters.
Sections let you make logical groups of questions and other elements on a page. This is useful because you can change the formatting, or perform actions like hiding/showing on a group instead of individual items.
When you add a section to a page, it will assume that any element listed below it to either the last element in the page or another section element is part of the section. The only way to remove elements from a section is to either add another section, or use the ‘Up’ and ‘Down’ buttons to move the elements.
Adding an Image
Images are added to a service item through the ‘Add’ button on the pages tab. However, before they can be added, they need to be either part of your Attachment Library or the Image Library. Once you click on the ‘Add Image’ link, the following dialog appears.
Add Image dialog:
A selection of standard images is available by clicking on the ‘Image Library’ radio button at the top of the dialog. These are standard images used in multiple service items. The advantage here is that if you need to change the image, it can be changed in one place for many service items. However, if the new image is a different size you may have display issues on some or all service items.
If the image you need to add is not in your Image Library, you can add it or access it through the Attachment Library. The attachment library is accessed through the ‘Copy Image’ button on the image dialog. Attachments are sorted by category like templates, and the ‘Clear’ button is available to see all attachments.
The Image Library is kept in the SYSTEM_DEFAULTS service catalog. If you want to add your own shared images, add them as individual images to this service item, and then they are available across all service items.
The Style and Events tabs are covered in future chapters.
Complete activity four, adding a new page and other elements