Users can provide more details about a service item or a problem by using "Additional Information - Fields" in the form. Specific help messages can guide users on what to type. Fields can be made mandatory or have a starting value.

Important: In environments with multiple websites, "Additional Information - Fields" should be edited only on the "All Services" site.

Here are the types of extra information that can be added:

• Header: Groups similar fields together. Doesn't have a help message option.
• Text Field: Allows short answers. Up to 450 characters.
• Text Area: Allows longer responses. Up to 4000 characters.
• Checkbox: Gives a yes/no option. Can start as checked or unchecked.
• Drop-down: Offers a list to pick from. One choice can be set as default.
• Date: Provides a date picker with the following features:
  • Options to pick future, past, or any date.
  • For future and any dates, today's date can be auto-selected.
• Business Card Form: Used to order business cards.
• Employee Form: Captures basic details, for example, about a new worker.
• Attachment: Allows file uploads.

Field order can be adjusted with buttons “Move to". Available options depend on where the additional information field is located. E.g. in case the field is in the middle or in the bottom, administrator can quickly move field on top of the fields by clicking the option “Top”.

To see better the overview of the available fields, admin can also collapse all the fields on the Additional information configuration area.

For the "Employee Form" and "Business Card Form," there are predetermined fields. Additional fields can be added using the "Additional Information Fields."

Aligning Additional Information Fields with ESM Attributes

For integrating user input with attribute codes in the Efecte Service Management target template, navigate to the “codes” tab in the “Additional Information”. Input the target template code into the “code” field and activate the “Use as ESM template attribute” option. This will facilitate the transfer of data. If not using email support channels, the codes still function when the checkbox is deselected.

"Poll from ESM" is used to fetch data to ESS from the ESM field defined in Code-field. This data is shown in “My Open Requests” and “My Requests”.  It's  possible to poll unique fields with 20 different codes used on a single connector. In case the same attribute code is found twice on the ESM template, no values are polled.

Fields not linked to a specific attribute code will default to standard attribute codes for both Service Requests (AdditionalInformation) and Incident Reports (description).

Important:

Attachments and pre-defined forms (like the employee and business card forms) can't be code-mapped.
For dropdown selections, the transmitted value is the one chosen by the user, not the dropdown option code.

Implementing Dynamic Forms in Additional Information Fields

For enhanced flexibility when collecting data, additional information fields can be made conditional, tailoring the queries based on user choices. While most fields support conditions, pre-designed forms (such as the business card and employee form) do not.

Creating a Conditional Form:

1. Develop a dropdown or checkbox to serve as the basis for revealing other fields.
2. Design an additional information field (either regular or MyServices) intended for visibility under specific conditions.
3. Activate the Condition checkbox for the chosen field, making the "Show if" configurator accessible.
4. Within the "Show if" configurator:
   1. Select from the dropdowns and checkboxes list to establish the dependency.
   2. Define the applicable conditions.
   3. Designate the values for the condition comparison.

If the base of the condition is a multi-select dropdown, unique conditions are available within the "Show if" configurator. Begin by selecting the dependent field, then set the conditions. As a last step, determine the comparison values.

To use multi-option dropdowns, activate the “Several items” option in the dropdown's Amount-section.

Conditions can hinge on values chosen in a dropdown or the state of a checkbox. The following conditions are offered:

• Equals (AND): An exact match between admin-selected and user-selected values is needed.
• Does not equal (AND): Any selection or combination, other than the admin-defined one, is required.
• Must contain (AND): The user's choice should include all admin-defined values. Only valid for multi-select dropdowns.
• Cannot contain (AND): The user's choice shouldn't have all the admin-defined values. Only valid for multi-select dropdowns.
• Must contain (OR): At least one of the admin-defined values should be selected by the user.
• Cannot contain (OR): None of the admin-defined values should be in the user's choices.

Validating Text Field in Additional Information

Efecte Self-Service offers validation tools for user input within the additional information Text field, allowing for real-time feedback. Along with validation, users receive error messages to assist in providing accurate information. These error messages can be converted to various languages for a broader audience.

Utilizing regular expressions, input validation rules can be established. This potent tool ensures data consistency by setting strict input parameters. For instance, an admin may specify requirements such as numeric-only input, fixed-length numbers, a social security number format, phone numbers, or email addresses, among other potential formats.

Below are some example formats:

Concealing Delicate User Data

Service requests and incidents in ESS provide an option to mask delicate information users submit. This masking functionality pertains to Text fields within the additional information segment of the service item setup. If activated, once the form is dispatched, the respective field's content is obscured and replaced with asterisks (*) in ESS, ensuring users can ascertain data entry without revealing specifics.

During form completion, users have the discretion to toggle the visibility of their input, facilitated by an eye icon.

When data is concealed:

When data is viewable:

After submission, hidden data remains inaccessible to users on the confirmation page and within My Requests.

It's crucial to recognize that while ESS hides data, the transition to ESM transmits it in its raw form. To restrict this data access within ESM, proper configurations must be made within ESM's access permissions.

Incorporating MyServices Fields within Service Items

Leveraging data sourced from external systems, such as Efecte Service Management or Efecte Identity Management, within a service request is possible. For example, users can pick a specific licensed software from a list obtained from Efecte Identity Management for installation. Similarly, they might choose for an accessory to be added to a device listed under their name in the Efecte Service Management CMDB.

To initiate start:

1. Navigate to the Support Items' Additional Information section. 
2. Press the Add MyServices button to generate a new field tailored for the service item:
3. From the provided dropdown, determine the MyService field for integration. 
4. Decide if the field is compulsory or optional. 
5. Choose the appropriate filter to curate the imported data. 
   1. Filters can range from showcasing assets linked to a user (Filter: User using), those unlinked (Filter: User not using), or displaying every option (Filter: None) within the MyService domain.
   2. For each MyService arena, there's a provision to dispatch the item ID (a distinct identifier for the product within Efecte Service Management to facilitate automated operations). 
      1. This is only possible when Efecte Service Management is the destination system.
   3. Furthermore, you have the autonomy to combine the MyService additional data field with the Service Item designation. 
      1. This integration renders the choice evident in the shopping cart interface, and within request and endorsement charts.

To craft interdependencies between two MyService domains, one field can be designed to dictate the filtering criteria for the second's content display. 

• For this to happen, the reliant MyServices setup (like Roles) must have an associated Filtering field (for example, Services indicating the affinity of a Role to a Service). 
• Within the Additional Information setup, a Filter by choice is accessible for MyService zones. 
• The filtering criterion is set within the MyService's configuration, with the Filter by selection presenting available Filtering fields and enumerating potential MyService areas recognized by their labels. 
• For both realms, filtering alternatives (None, User using, User not using) are present.

It's very important to be in contact with a seasoned Efecte consultant, when venturing into more complex MyServices configurations.