Request Offering needs more generic fields

Answers

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  Adam_Dzyacky Product Owner Contributor Monkey ✭✭✭✭✭

  October 2018 Answer ✓

  Hey there Carol. So two things at play here:
  

  1. The Service Request class itself
  2. Cireson Advance Request Offering

  
  If you extend the Service Request class you can add more generic fields, boolean values, etc. I highly recommend doing this through the SCSM Authoring Tool. This will allow you to map your many inputs to many different fields
  
  or
  
  Using the Cireson Advanced Request offering you can map many inputs to a single field. Check this out - https://community.cireson.com/discussion/comment/9891#Comment_9891
  

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  Brian_Wiest Customer Super IT Monkey ✭✭✭✭✭

  October 2018 Answer ✓

  To add onto Adam's statement. In our environment we use both.
  

  One we use the ARO to assist with the Multi Mapping of prompts and adding text into the description. If you look at this tread you can see some screenshots of how others laid out their description fields (and note you can do the same to Any data field)
  

  https://community.cireson.com/discussion/comment/6826#Comment_6826

  
  

  Now before the ARO was available we did extend the IR and SR classes with 20 generic string fields, and with the ARO we still use them. How they come into play is we will typically map questions responses into the description but also to one of the extension fields. Then we use these fields for reporting.
  

  Example Hardware support call.
  

  In the RO we ask questions on top of the error message or issue description to "normalize" the issue type.

  Error Type =
  

  Error Code

  Firmware

  Hardware malfunction (Ie will not power on, broken LCD)
  

  Jamming

  Spilled Toner.
  

  We then map that answer into the description field and one of our custom extension fields.
  

  This now allows us to run a report of all the printer hardware calls and place into a simple pivot table of the error types. Easily allow management to see percentages of fleet issues without keyword searching.
  

  HTH
  

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  Carol_Lee Customer IT Monkey ✭

  October 2018

  Thank you @Adam_Dzyacky @Brian_Wiest It helps.  One thing I have also learned that I have to put the static questions in the Layout page too in order for them to show up.  Thanks.
  

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