Creating and configuring an SRD - Documentation for BMC Remedyforce 20.18.01

For example, you add templates that contain the Urgency field. You map the Input lookup field to the Urgency field of each template. In Self Service, when a client selects HIGH as the Urgency of the service request, HIGH is populated in the Urgency fields of the change request, task, and incident records that are created because the template was executed. The staff members fulfilling the service request become aware that the records assigned to them have a high urgency.

Note the following important points about mapping:

• The values of the input fields are concatenated and populated in the selected output field. If the data type of the output field is Text, the concatenated values of the input fields are separated by a semicolon in the output field. If the data type of the output field is Text Area, Text Area (Long), or Text Area (Rich), the concatenated values of the input fields appear on new lines in the output field. The input fields are concatenated in the output field according to the order defined in the Input tab.
• If the length of the concatenated values is greater than the capacity of the output field, the extra text is truncated from the output field. For example, if the length of the concatenated values is greater than 300 characters and you have mapped the input fields to an output field of the Text data type, the extra 45 characters are truncated from the output field. The truncation occurs because the length of a Text data type field is 255 characters.
  For example, if the service request uses three input fields to record details from the user, you can map the values of these input fields to the Description field of the Request Detail template. When the staff member is working on the service request, they can view all three input values in a single Description field.
• To order the mapped fields, map fields in the required order.
• If a client edits an input field mapped to an incident template field and saves a blank value, blank value will be mapped to the incident field.