Could you please include a screen shot of your existing request and then elaborate on what it is you are wanting to solution?
Hi John Wisdom
thanks for the response.
please see below screenshot. this allows our users to provide us 5 user account details at the most, challenge is finding the best approach for capability for users to submit for more than 5 user accounts in a single ticket.
currently, users are submitting the details by attaching an excel file to the ticket.
really appreciate it. thanks again in advance.
I see what you mean. I'm assuming this is not for on-boarding new hires but for new access for existing users. If that is accurate then my first thoughts are around process rather than design.
Maybe start by giving some consideration to if you need more fields than just, "Name", "User ID", "Type of Access" and 'Duration'. All the rest of the information is already on the client's user record and can be obtained from there.
Second, you could use conditional properties in your prompts so the number of fields that each requester sees is dependent on an initial question of, "Number of Users" (or something like that). If the person selects "3" then they are presented with three sets of , "Name", "User ID", "Type of Access" and 'Duration'. If they select "13" then they see 13, and so on. Although I would set a max limit on the number on any request if it were me.
You could conditionalize the 'duration' as well. Have a question asking if the access is permanent or temporary. If the pick, "permanent" than they are never even presented the 'duration' fields.
Just my two cents. Hope this helps.
Hi John thanks so much for your inputs, yup also thinking on considering your option though that would require integrations to that said platform that stores those data.
in the event of having still a bulk request be made available. i am thinking of either using an excel file or google sheet, is there any existing app or way to go about it?
if i go the route of excel or google sheet, can RemedyForce/SalesForce validate the content and be sure that fields (cells) are properly filled up.
I'm not sure about that, Michael. I don't believe there is any data validation that can be done with an attached document.
You can enforce adding an attachment in a required format.
In the SRD which can have multiple account info is expected, provide a download link of the XLS as instruction (with the file format template ie fields etc you expect)
While filling up the SRD, the user downloads the file template, fills all the required information.
User uploads the file as attachment. Make the attachment required before submitting SR:
Submit the Service Request
Hi Amit, this is useful, how about in the case of having multiple templates and you just display the template that correspond to a particular system?
i have say more than 10 systems, and they may have dedicated templates for each. what would be the best approach considering user design and user experience.
Possibly you can use "Header Section" type of Input field to display the information which template to download on the form and bind these section headers to the user choice of the system using the"Display if" setting of the Header Section .
For example: The following section header is bound to a checkbox Device Type. If that is checked, the Section header will be displayed instructing the user to download the right file.
In your case, you can use a picklist to show the choices of system and create 10 section headers and configure the "Display if" of those HS to show based on the user's choice of System picklist.
When unchecked, the download info is not shown.
When checked, the section header with right instruction shows up-
great, will try this. thanks!
by the way, is there a way or trick for the user to be able to copy and paste the link? i tried to do so but unfortunately i cant.
very helpful. thanks so much chief!