Request Offering questions that do not have a reponse.

Jason_Meyer

We have Request Offerings that have questions where responses are mandatory and optional.

On the Optional questions, we currently understand that we have to map those to somewhere (currently the description of the work item, we also map the question so that we know what question, their provided answer is for).

The complaint that we are hearing is that when support staff work these tickets, the questions with no answers are 'noise', and they do not want those written to the Description.

Any way to do this to help clean up our descriptions?

We do understand that the "User Input" section below can/could be used. However, if the answer changes over the lifetime of the request, this section is no longer 'correct'.

Thanks for any input/thoughts, appreciate the product.

Simon_Zeinhofer

You could map all the questions + answers inside e.g. the Notes field. Then you could either directly add a Runbook or Powershell Activity to the SR template, or you do it via a monitoring runbook inside SCO. With that you could read the Notes property and copy the questions (if answered) and the answer directly to the description. Other possibility would be some custom fields which could be added via the authoring tool and you add every answer to another custom string field.
Then inside the automation you could easily use

if(![string]::isnullorempty(#YOURSRCUSTOMFIELD))
{
  #COPY TO DESCRIPTION
}

Now the description would only contain questions which got answered

Simon_Zeinhofer

You could map all the questions + answers inside e.g. the Notes field. Then you could either directly add a Runbook or Powershell Activity to the SR template, or you do it via a monitoring runbook inside SCO. With that you could read the Notes property and copy the questions (if answered) and the answer directly to the description. Other possibility would be some custom fields which could be added via the authoring tool and you add every answer to another custom string field.
Then inside the automation you could easily use

if(![string]::isnullorempty(#YOURSRCUSTOMFIELD))
{
  #COPY TO DESCRIPTION
}

Now the description would only contain questions which got answered

Jason_Meyer

Appreciate the response, will share with our System Admin.