Questions are defined by the answers they return. Kinetic Request has the following answer types: Attachment, Date, Date/Time, Decimal, Dynamic List, Email, Free Text, Integer, List, and Numeric Range.
Questions are added to a service item from the pages tab of the Service Catalog Console. Highlight the element on the pages table that you want the new question to came after, and then click the Add button. When the New Element dialog appears click ‘Add New Question'.
The Question dialog is similar for each type of answer. The four fields along the top of the dialog are the same no matter the answer type chosen and the following are required; Question and Answer Type. If you do not set a specific label, or do not select the Blank option, the Question Label will be the same as the Question field. Menu Label is set automatically (unless you specify a value) and is used for menus that refer to the answer to the question all through the application. Menu Label must be unique within the service item (including labels for pages, text elements, sections, and images).
Example of the Question Dialog:
NOTE: The Transient option in the lower right corner allows you to have questions that are not saved to the database. This allows you to have temp questions on a page for things like custom events and java script.
The following Answer Types are available:
The attachment field lets customers add attachments to requests that are then available with the answers. This is valuable for including examples, or standardized agreements that need to be submitted with requests.
The date field appears as three separate fields, Date, Month, and Year. There is a calendar dialog available to make entering values uniform. If desired, you can hide the fields and just use the calendar widget, and a date display field.
The date time fields appear as separate fields. You have choices to display date only, time only or both together. There is a calendar dialog available to make entering values uniform. If desired, you can hide the fields and just use the calendar widget, and a date/time display field.
Only allows entry of numbers and a period, anything else generates an error. No default number of decimal places is set.
Allows access to other forms in Remedy or other systems outside Remedy using Bridging or a Remedy qualification. Always presents data in a drop-down list.
Email is a specific form of Free Text question with format checking for a correctly formatted email address.
Free Text (default)
Customers can enter any type of character into a Free Text field. Be careful of overusing this field, it does not work well in reports. Free Text is also used for comments style questions, just increase the number of text rows. The ‘Max Number of Characters’ option lets you limit responses to a certain length, after that many characters no more text can be entered.
Only numbers can be entered in this field, anything else prompts an error message when the customer leaves the field.
The list answer type allows entry of a defined set of values. Common examples of list answers are Yes/No, type of equipment, and customer satisfaction. List answers can be set to display horizontally, vertically, or as a drop down.
Use the List answer type to create Checkbox questions.
List values can be assigned specific scores for notification or reporting purposes. Only question that are answered are scored.
This answer type presents a range of numeric values in a dropdown list format.
If you need more specific formatting, chose the List answer type.
The answer selected equals the score.
Answer Type Details
Each question has options available depending on the answer type selected. Here are the different options (tabs) with a brief description of each.
This tab varies the most by answer type because it details the specific values available or the formatting available for the answer. For example, for a Free Text answer type it will present options for number of characters and rows available while for a list answer type it will allow you to input the list choices along with their order and score.
This tab is similar for all answer types. You can add a basic static default value, or dynamically set the default value based on answers or other values in the request.
This tab has three functions. First, it allows you to make a question required. Second, for some answer types you can set Pattern Matching for the answer. Pattern matching allows you to control the format of the answer. For example, you can dictate that the answer is formatted like a social security number, or a phone number. Patterns are set in the Configuration Manager. Lastly, you can add help or rollover text to the question.
This tab lets you set CSS style properties and classes for that specific question. You have the option of setting the style for the entire question, the question label, the answer label, or the answer. If you are not familiar with CSS, there are helpers built into the dialog. A general chapter on styling is available later in the class.
The Notification tab is only available for List and Numeric Range answer types, answers that have a score associated with them. Notifications are covered in a future chapter, but it is important to note that notifications here are based solely on score for that specific question. THis option for notifications is seldom used for Kinetic Request, the preferred option is via the task builder.
The advanced tab holds the unique instance IDs for the survey template and the question, and the Field Map Number (see below).
Answer Mapping allows you to map the answer of this question to an attribute on the base form. The list that is displayed corresponds to the current Data Set.
This feature is commonly used to map customer information like First and Last Name to help in searching and displaying requests.
Field Map Number/Answer Viewer
On the Advanced tab is the field map number of the question. This number must be unique in the service item, and refers to the specific answer viewer of the request.
Complete Activity Three - Adding Questions to Your Template