3 of 3 people found this helpful
There is not a way to do this without customisation.
I have created an add-on customisation for this available below:
You could work around this by replacing question text in mapping with substitute (hidden) variable which you could fetch from an external form (which you may or may not need to be added to the system, so that's the bit that may require some customization, unless you can fit additions within an existing form or retrieve it from definition of questions in SRD), using action triggered whenever question's response is changed. For example, you could define a variable for User Office Number
Question Text question User Office Number
Question Format Text
- Required X Hidden - Read Only
an action to populate it
Title Show User Office Number
Trigger Answer Question
Qualification <User Office Number> != $NULL$
Form Name <form which holds descriptions for notes>
Qualification 'Question Name' = "User Office Number"
Mapping Question Name question User Office Number
then use both question User Office Number and User Office Number in variable mappings for Notes -- if question wasn't answered, both will be blank so nothing will be added to Notes; prepared descriptions should start with newline character to make sure that they end up in separate lines without showing undesired empty lines.
In addition to Carl and Sinisa, I also needed to customize something similar for a customer.
Why hasn't BMC done this service and released this feature? It really is horrible to see unanswered questions in the body of emails or ticket notes.
BTW if you Kyle Smithey need the solution to customize in your side, tell me here and I send def to you!
Thank you, Carl. I will try this out in one of our test environments.