Note: Installing the Cireson Portal will not automatically install the Advance Request Offering management pack. This is intended to be an additional step as installing the Advance Request Offering management pack will update ALL of your Incident, Service Request, and Change Request Last Modified dates for each work item in the ServiceManager CMDB. On large data sets this can and will result in performance issues while Service Manager processes the changes across the affected work items. This is a core Service Manager function (limitation) and therefore nothing we can do to alleviate or remedy these effects. Please test the impacts of this management pack prior to deploying into your production environment to ensure your production system can process the changes without impacting the usability of your production system until they have completed.
Advance Request Offering on the Portal
This document aims to discuss the various new features contained the portal's request offering. These features include a wizard like format, a conditional display for prompts, and the ability to map two or more prompt values to a single property. All of these will be discussed in the following section. Request offerings having these features are coined as 'Advance Request Offering'.
Wizard/Paging Format
Advance Request offering will now have the ability to group together the prompts by page. All configurations are done on the console and it will be translated to the portal like this:
Typically, the request offering will still have the description, service offering and knowledge article details (when they are available). The major change occurs on the request form section. When prompts are grouped together by page, breadcrumbs will be displayed just above the page title and page navigation button are enabled on the task bar section. The breadcrumb section will contain the page number and the page title. The active page will be highlighted with a light blue color as described below:
The page navigation button will include the previous, and the next buttons. All of which are located at the task bar.
A couple of notes on the navigation button's behavior:
- Previous is disabled when the current page is the first page
- Next is disabled when the current page is the last page
- Save is only enabled on the last page
Conditional Display for Prompts
On advance request offering, prompts will now have a visibility (show–hide) feature based on the configuration set upon the creation of request offering at the console. Whenever the condition is met, the prompt will be displayed.Â
Example:
On the console, we have set the condition for “Implementation Result” prompt to show when the Boolean prompt named “Show Implement?” is set to true.
So on the portal, when the “Show Implement Details?” question is checked, the “Implementation Result” prompt will be displayed.
Else, if the said question is unchecked, the “Implementation Result” prompt will be hidden out.
Multiple mapping of Prompts
The advance request offering will have the capability to add or concatenate two or more prompts or answers to a single property. Again, all configuration will be set on the console.Â
Example:
Let's say on one request offering, we want to display all licensing request details on a service request description:
This will be translated to the portal as like this:
Mapping of Query Result properties (requires at least v11.1 of the portal and v7.5.2016.67 of Advance Request Offering)
Request Offerings that make use of Query Prompts can now map the chosen item(s) respective Properties into a field. Take the following example - a Query Prompt has been configured to show Windows Computers and their Active Directory Object Sid, DNS Name, IP Address, and Last Inventory Date. Those values can now be mapped into subsequent Text Fields or even into Runbooks as parameters.
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And/Or logic for Prompt Display (requires at least v11.1 of the portal and v7.5.2016.67 of Advance Request Offering)
The ability to control when a Prompt is displayed can make use of and/or logic. By adding conditions you can control whether all conditions must be true (and) or at least 1 must be true (or)
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Advance Query for Prompt Display (requires at least v11.1 of the portal and v7.5.2016.67 of Advance Request Offering)
In the previous example, a prompt was configured to display only if the user was "Azure ITSM Connector".
With the following example, instead of using the "Contains" logic, you can use that drop down and select "Advance Query". WIth Advance Query, you can configure a Prompt to display based on the Property of a previously selected Configuration Item(s). Here the "Reason" prompt will only display is the "Pick an Employee" Query Picker has an Active Directory User selected that has a Department property that contains the word "Resources"
