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Defaults Tab

Allows you to set default answers using different methods

Adding Static Default Answers

The simplest action on the Default Answer tab is to type static text into the Default Answer field.

Example of a Blank Defaults Tab:

defaults tab basic.JPG

Any static text entered will be set to the answer when the service item is displayed to the customer.

Add Fields allows you to access previously submitted answers (from previous pages) or attributes. The process is exactly the same as on a text element.

Use Advanced Default shows additional fields to retrieve data either through bridging, or from specified Remedy forms and fields.

Here is a link describing bridging and Advanced Default.

Advanced Default Using Remedy Data

Example of Advanced Default Using Remedy:

default tab dynamic remedy.JPG

Form is a list of Remedy forms that you have access to.

Field Name is a list of all the Remedy fields on the selected form.

Qualification is the Remedy qualification that will find the specific record on the selected form, and then the value in the specified Field name is set as the default answer.

Use existing Qualification is a list of all the other qualifications for advanced default questions. If you are repeating the same qualification, and just returning different values for different questions, it will help keep things consistent.

The most common use of Advanced Default is to collect the authenticated users information and set the values as answers. In that case, you use the following syntax:

default tab qualification for user.JPG

The important part is the qualification, 'AR Login' = "$\USER$"

You will replace AR Login with whatever the name of the User ID field is for your Remedy form, but the rest stays the same. $\USER$ is translated into the login ID the customer used when they accessed the form.