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User and Management Guide

1. Pages Style Notifications Tasks Submissions Reports Sources Settings Advanced Audit Tasks vu Status Name Description Add Modify Delete Figure 55 Tasks Tab on the Service Catalog Console Which task method you use is controlled by the check box Use Kinetic Task Engine in the top right of the tasks tab By default this box is checked to use the new task engine with version 5 You can only use one Task method per service item ACCESSING THE TASK BUILDER The Task Builder is available by clicking on the Add Modify button on the right side of the table on the Task tab Page 87 Kinetic Request User and Management Guide Kinetic Task Please Login AR Server bobcat User 0000 Password Figure 56 Task Builder Login You login to the Task Builder with a Remedy administrator user ID and password amago Task List KINETIC DATA V System Controls a E join TE Loop Begin Gg R New Task Process T Loop End T us J Y Samples TET Retrieve Sithco Person T send SMTP Email W System Utilities TE create Trigger TE Defer TE Echo TS eval Figure 57 Basic Task Builder Individual tasks are listed along the right side of the builder The Save and Logout buttons are located along the top right of the main builder window To personalize your task tree click the Configure button along the top next to the Save button Page 88
2. sss 125 Resending a Request to a Participant 127 Send or Resend a Request To Selected Participants 127 Advanced Search sees tn trennen tr tnnrenn nen 127 Perform Advanced S arch ccccccccccsssseseescscscsssseseeececsesessssesececseseeseaes 128 Open an Anonymous Request sse 129 inc IADCM 130 The Sources Tab enit ertsieroto tests sestsese re eere es ee Pres es ebbe eben PEE e Kap 131 Miis 131 Hir 132 Create Modify or Delete Triggers cccecsceceeeeeeeeeeeeeeeeees 132 Batch Integrations esses 135 DataSets unn HIR La ek ea 138 Setting a Data Set reete ete treten iEn 139 The Settings Tab viissscscsiscscssisasscisscssscssissscacesssossnstssassdesdsecsossssaseassessscssecsteasiecs 140 Expiration Days Setting esses 140 Add Modify and Delete Expiration Date ssssssssss 141 Setting up Other Attribute Types 141 Setting a Priority for Viewing Items sss 142 Web Messages etes e pin n esp erede tes dr ei dete onus 142 To Add a Web Messages sceesessssseseseseseseeseseseseseseeceeseeesesesenenseenens 143 Kinetic Request User and Management Guide To Modify or Delete a Web MeSS GE cecceeeseseseseseseeeseseseneteteeeens 144 Lock a Service Item sse entente tnn
3. Note Qualifications using fields from your request either Base information or answers will appear as lt FLD gt MenuLabel Field Id lt FLD gt 10 11 12 Email If you want the Dynamic List question to trigger Remedy Get Entry workflow check the box for Use Get Entry Click the Save button if you are done editing the question If not continue on to the other tab descriptions Click Close button if you do not want to save your data Email questions will display as a normal text field on a survey When the customer moves focus away from the field pattern matching will check for a valid email address see the pattern on the validation tab for specifics Page 31 6 Kinetic Request User and Management Guide Select Email from the drop down list to Answer Type The Answers tab repopulates with new fields Select the Text Size for the email field which will appear on the request Select an Answer Mapping if desired Answer Mapping will map the answer from this question back into one of the request base fields See Answer Mapping under the section on Attachment for details Click the Save button if you are done editing the question If not continue on to the other tab descriptions Click Close button if you do not want to save your data Free Text Free text questions allow users to type any characters into a field This field can be multiple rows a text area in HTML or a single row The
4. Anew simple list whose members are added manually CREATING A NEW LIST 1 Select Manage by List if it isn t already selected 2 Click on New List 3 A dialog will open asking what type of list to create amp KS_SRV_List_Manager g X List Manager Create New List ETT i a ee List From Submission Results List From Other Lists Cancel Figure 115 New List dialog Page 162 Kinetic Request User and Management Guide The following sub sections will detail each list type SIMPLE LIST 1 Clicking on Simple List from the New List dialog will bring you to the List Name dialog List Name El Category X Status Active v Assignee Group Save Cancel Figure 116 List Name dialog 2 Type in a new List Name 3 Select a Category if applicable Categories are not mandatory Categories in the menu correspond to categories created for requests 4 Select a Status if needed By default the Status is Active 5 Select an Assignee Group By selecting an assignee group only those people Request Managers who belong to that group will be able to see your list 6 Save the list This list will now appear in your Lists menu and you can add members to this list See Error Reference source not found Page 163 Kinetic Request User and Management Guide LIST FROM SUBMISSION RESULTS You can view results from a request and generate a new list from those results Example You have a
5. Click Modify The notification information will appear in the corresponding fields on the table Modify any necessary fields Click Save to save the Notification You may also click Clear to exit out of modifying the notification Page 45 Kinetic Request User and Management Guide THE EVENTS TAB Generically Events are set to occur as a customer is filling out a request as a cause and effect trigger Events happen on the screen in real time and trigger certain Actions They apply to all the elements of a Service Item i e Question Page Section Text and Image Events are typically most useful for questions using a list or menu where a known set of answers is available to the user This would include question types like Numeric Range or List However events can be used on all elements and answer types All of the available Events are listed here not just the events specific to questions See table 3 for a list of events by element attachMenu after a menu is attached to a question this event is triggered Often used in conjunction with the populate menu action beforeSubmit takes place after the submit button is clicked but before any data is submitted to the database Useful for complex data validation With custom javascript you can stop the submission process Blur To leave or lose focus in a field Change To enter data or information in a field and then change that informa
6. NOTE Tasks are added through Kinetic Task Manager console covered later in this manual Creating the tasks is an advanced process and is not covered in the User manual Kinetic Request User and Management Guide Configure Process Name Create Incident with Notification Version v1 0 Author support kineticdata com Notes Basic tree that creates a Sithco Incident and notifies the requestor Version 1 0 0 RC1 B2 Save Cancel Figure 58 Configure Dialog Task manager The fields on the configure dialog are all optional and data is stored in the Remedy form along with your task tree CREATING NODES Nodes are created by dragging a Task from the task list onto the main section of the task builder Nodes are added to the task builder through a web console available only to Remedy Administrators see sidebar There are a variety of different types of tasks System Control System Utilities and your own tasks that you create and add NODE BAsICS All nodes share some properties If you hover your cursor over the node the following details become visible Page 89 Kinetic Request User and Management Guide system_join_v1_1 o Figure 59 Node Front Details Join The name of the node is across the top and the x on the upper right corner is used to delete the node and its related connectors see below On the bottom of the node is a icon you click and drag from to connect this node to ot
7. gt Advanced Search Previous Next Save Help Figure 93 Submissions tab on the Service Catalog Console 4 From the Search field select an item to search for from the menu 5 In the For field enter the criteria to search for if any Press Return or click Search A list of requests matching the criteria appears in the table below 6 To clear the Search and For fields and begin a new search click Clear VIEW A CUSTOMER REQUEST You can view the answers of an existing request via the Submissions tab Any request whose status is either In Progress or Completed can be viewed 1 In the Service Item Details section of the screen select the Submissions tab 2 Select a Request from the table e Ifthe request has In progress or Completed status click the View button to see the answers and attributes e Ifthe request is in a Sent status click the Complete botton to open the request in your default browser Page 120 Kinetic Request User and Management Guide The Completed Submission form allows Request Inspectors to view the answers that this submitter has entered as well as other information about the request Request Inspectors can change answers and some request values from this screen Any changes made to the request are audited including who made the change when the change was made and what the previous value was If your process includes validation of requests or f
8. Fire Event If If Statements x Operators x Field ID Value Short Add Modify Up Delete Down Sort by Field v clear Sort Order Ascending v On Multiple Records Select First Y I Use Get Entry I Wait Until Finished SetToNullonNoMatch D Show Alert on No Match Qualification EM Build Qualification Save Close Figure 33 Set Fields External dialog To complete this dialog after selection the Event and Action 1 Enter an Action Name that describes the action you are constructing and makes it easy to remember 2 Select the form you are getting the data from from the drop down list in the Form field 3 If needed select a Fire Event If statement from the drop downs There is a selection of basic javascript operators available from the Page 51 Kinetic Request User and Management Guide Operators drop down list If Statement options are covered after the individual dialogs 4 Map the fields from your selected form to the fields on your template by clicking on the Add button a The left or Destination side lets you select the question on the service item that will receive the value Check the Fire Change Event box if you have a change event on this field you want to fire when a value is placed in this field b The right or Source side lets you select from the answers or base values and then click the Add button or c Type a static value into the Value field Or d You can combine multiple s
9. Kinetic Request User and Management Guide USING THE STYLE TAB From the Style tab of the Service Catalog Console view any of the styles applied to your template fe KINETIC A REQUEST J Service Catalog Console Manage Requests Service Catalog Active Service hems E Type Service ltem Status Modified Date Last Modified By Global Search Documentation i Questions iNew 18 20 2010 7 Demo Hardware New Laptop Request iNew 2010 4 Demo Global Reporting New Modify Clone Delete Hardware Laptop Request Doc 2010 4 Demo Message Templates List Manager Search Type Clear New Clone Delete Configuration Integration Manager Report Manager Service Item Details Service Item Name Type Status M Kinetic Task Manager Laptop Request Doc Hardware x New v Open Anonymous Service Item Description Laptop Request Doc m Pages Style Notifications Tasks Submissions Reports Sources Settings Advanced Audit Style Identifier Stile Type Add dynamicT ext 1C55 Class questionLabel CSS Class questionLayer 1C55 Class Modify templateButton CSS Class templateButtonLayer CSS Class Delete templateSection CSS Class Properties Figure 50 Style Tab ADD OR MODIFY A STYLE 1 Click Add to create a new style Or 2 To make changes to an existing style highlight the Style Identifier and click Modify Use drop down menus and Hel
10. Me Do Demo 1234 h Top k he thedata com 15GB 80G 6 Kinetic Request User and Management Guide 10 14 2010 1014 0 258 pm 1014 0 2 58 pm Data Type Lkt Free Text Free Text Free Text Free Text Lkt Lit Firefox Adium Remedy User Tool Remedy Adm lr Lkt Tool lako reed Crystal Reports stalked My ok com patercrashed Dot Demo hto khetedata com Awatthg Approval Date Requested Date Completed Auswer Me Doi Demo 1234 h Tom k lretkdata com 1GB 80G 6 S Offke Firefox Remedy User Tool Remedy Adm h Tool Do Demo h Top k retbdata com Awalth g Approval Date Requested Date Completed Auswert Me Dow Demo 1234 h Top k be ted ata com 1GB 80G 6 Firefox Remedy Use r Tool Dor Demo h foc k h etiedata com Awalthg Approval Figure 168 Sample Simple Completed Requests Report Free Text Free Text Free Text Free Text Free Text Free Text 10 4 0 2 58 pm 1014 0 253pm Data Type Lkt Free Text Free Text Free Text Free Text Lkt Lkt Lkt Free Text Free Text Free Text Free Text 1 410 258pm 11410 258pm Data Type Lkt Free Text Free Text Free Text Free Text Lit Lkt Lit Free Text Free Text Free Text Free Text Page 1073 Page 223 Kinetic Request User and Management Guide ZW KINETIC q REQUEST 10 14 2010 Service Items by Volume Category Type Service Item Sithco IT Catabg Hardware Lapbp
11. P rimary Task Integration Name Task 1 Dependant On Task xj Modify screen General Mappings Admin Outbound Type ARSystem Form Zi Destination KS_SRV_IntegrationS ample z Auto Complete On Submit Initial Status Initial Message In Progress Creating Request E Qualification lt FLD gt Military ID ANSWER lt FLD gt NULL id Qualification SJ Lem B Template Name Storm Trouper Armor Request Form I Data Set SYSTEM DEFAULTS Sequence Integration Status Active 101086754 Integration Name Task m1 Dependant On Task Task 1 Lal General Admin Outbound Type Manual Dependent Tasks Destination Manual Initial Status Initial Message In Progress Message Modify screen New Waiting On Task ttt m mi Qualification FLD Weight ANSWER FLD gt 250 El Qualification wT N Template Name Storm Trouper Armor Request Form I Data Set SYSTEM_DEFAULTS v Sequence Integration Status Active wa ij Integration Name Task 1 4 Dependant On Task Task 1 1 M General Mappings Admin Outbound Type ARSystem Form x Destination Alert Events I Auto Complete On Submit Initial Status Initial Message In Progress Message New zii mi El Qualification L Gusitication lt FLD gt Waist Size in JANSWER lt FLD gt NULL Figure 87 Example Recor
12. would like something more descriptive for menus you can enter it here The menu label must be unique within the service item 4 Select an Answer Type from the drop down list This determines the type of answer returned to Remedy THE ANSWERS TAB The Answers tab shows different fields based on the Answer Type chosen These fields define the specific properties of the answer Answer Type Depending on what you select from the Answer Type drop down list you will see different options For example if you select Free Text you will see a different window than the List type There are different Answer Types to select from and each one changes your screen to reflect data input needs They are Attachment Date Date Time Decimal Dynamic List Email Free Text Integer List Numeric Range Attachments Attachment questions allow users to add attachments on request submissions File size can be restricted as well as file types using this type of question 1 Select Attachment from the drop down list adjacent the Answer Type field 2 The Answers tab repopulates with new fields 3 Adjust the Text Size This is the size of the field that holds the file name of the attachment 4 As an option click the drop down menu for Answer Mapping A valuable tool offering the ability to map an answer into a request base record Answer Mapping is accessible from all Answer Types As an example in a request where one of the questions is
13. zj f Search Clear v Hide Approvals Request Date Last Name First Name Status Validation Status Email Phone Company Name Numeric Request View Complete Send New ReJSend Delete Tasks TaskName Type Form Name equence Status Last Message Task Type View Task Resend Page 202 Kinetic Request User and Management Guide Figure 152 Request Submission Manager Console REQUEST SUBMISSION DETAILS From the Request Submission Details section of the Request Submission Manger Console a user can search monitor comment close resend and delete requests USING THE SUBMISSIONS TAB The Submissions tab can be viewed by non author users Request Inspectors and Request Managers Individuals monitoring request results can use this tab without having permission to actually change request templates or other configuration items FINDING REQUEST TEMPLATES The Request Submission Manager Console has two sections At the top the Service Item and the Service Item Description section displays request templates currently available in the system At the bottom the Request Submission Details section displays request template details highlighted in the top section The Tasks section displays any tasks related to the selected request If the task option Use Kinetic Task Engine is checked for that service item the Task table and associat
14. 1 From the Service Catalog Console Tasks tab click Add 2 Type an Integration Name for the Dependent Task 3 From the Dependent on Task field choose an incremental number from which this dependent task will follow or type in a task 4 Click the drop down menu for Outbound Task and choose Approval An Approvals Tab and a Mappings Tab appear Page 113 Kinetic Request User and Management Guide Manage Task goat TP KINETIC A REQUEST Manage Task Template Name DesktoepRequest i v Data Set Sithco Integrate Sequence Integration Status adve gt ent Integration Name Apmvad SS Select Existing Dependant On Task PY General y Mappings Approval Type Default E Approval Template w Use this template for approval Desktop Request Approval Question Approval Value lt FLD gt ls this request 7O0004005 ANSWER lt FL Y Approved Denial Comments Question lt FLD gt Reason for Last Name FirstName Email ID Email Message N3 FLD gt Last Name FLD First Name lt FLD gt Email 7000 Approval Action Add Modify Delete Figure 90 Approvals Tab 5 Click the Approvals Tab 6 Click drop down menu for Approval Type and choose Categorized or Default If Categorized is chosen a new Approval Category Field appears As the field that ties this value back to the request choose from the selections offered Note There are two options for the actual approval form section that
15. 8 Click Close button if you do not want to save your data Integer Integer questions will allow any integer to be entered into the field on the survey If a non numeric character is attempted the user will be prompted with a message This message can be overridden by changing the corresponding field on the Validation tab Page 33 Kinetic Request User and Management Guide 1 Select Integer from the drop down list adjacent the Answer Type field 2 The Answers tab repopulates with new fields E Question Dialog goat KINETIC J REQUEST Question Question Answer Type E Integer Question Label Blank Menu Label Answers Defaults Validation Style Events Advanced Text Size Answer Mapping Clear 20 il Figure 22 Integer Answer Type View 3 Select the Text Size the user will see when displaying this integer field 4 Select an Answer Mapping if desired Answer Mapping will map the answer from this question back into one of the request base fields See Answer Mapping under the section on Attachment above for details 5 Click the Save button if you are done editing the question If not continue on to the other tab descriptions 6 Click Close button if you do not want to save your data List List questions are a pre defined set of items that a request respondent can choose You can set the order that these items appear and have a score attached to each item Lists can be re
16. Answer Type ame Question QUESTION Business Justificat Free Text i PAGE Initial Page H TEXT Login Info TEXT Appr SECTION Service Item Ini QUESTION ils this request app List i QUESTION Reason for denial Free Text i TEXT Service Item N SECTION Sub i TEXT Service Item De QUESTION Submitter First Na Free Text SECTION Requester Sec QUESTION Submitter Last Nai Free Text TEXT Requester Hea QUESTION Submitter Email Free Text i lo SECTION Requester Info QUESTION iValidation Status Free Text i QUESTION Requester First Name PAGE Confirmati i i QUESTION Requester Last Name SECTION Mai i i QUESTION Requester Employee Number Figure 49 Copy Elements Dialog 4 Choose a Source Template from the drop down list above the left table The grayed out Destination Template field reflects the template receiving new material Its elements appear in the table field below 5 Click in the destination elements window to highlight where new material is to be inserted New material will appear directly under this line Note If a line is not highlighted added elements will appear at the bottom of the list 6 Place the cursor in the source elements table field Highlight element to copy Page Section Question or Text Only one element can be selected at a time Page 74 Kinetic Request User and Management Guide 7 Click Add Wait for the destination screen to resp
17. First Name the answer can be stored as a normal answer and it can also Page 25 NOTE Answer Mapping is a valuable tool that requires a little careful planning to assure intended results Multiple questions can be mapped to the same field but it is important to understand that the last value submitted is written or stored into that field Example If you have a validation status question on Page 1 anda validation status question on Page 2 and they are filled out in both situations Page 2 will override Page 1 Kinetic Request User and Management Guide be stored in the First Name field of the customer request record making it accessible for reporting and messaging purposes Another useful example would be in triggering additional workflow For instance a question such as Do you approve this request could be mapped into the Validation Status field on the customer request record 5 File size limit is set to default at 1024 kb 1 MB Before changing the File size limit field check with your Remedy Administrator as to the volume of attachments you are expecting to avoid overwhelming the database 6 If needed click Enforce Field Types and select a file type from the Types Allowed drop down list Choices are doc gif pdf or xls files Other file types can be added by your Administrator Multiple file types can be selected but should be separated by a space 7 If needed change either th
18. Hardware Laptop Request Doc 8 12 2010 11 Demo Global Reporting New Modify Clone Delete Message Templates List Manager Search Type ml Configuration Clear New Clone Delete Integration Manager Service Item Details Report Manager Kinetic Task M Service Item Name Type Status Kinetic Task Manager D ML Laptop Request Doc Hardware x New v OpenAnonymous Service Item Description Laptop Request Doc Panes Style Notifications Tasks Submissions Reports Sources Settings Advanced Audit Name PAGE Initial Page Add l ID i i1 SECTION Main Header i j2 TEXT Login Info i i3 Modify i 4 i 5 6 7 SECTION Service Item Information TEXT Service Item Name Header Delete TEXT Service Item Description i SECTION Requester Section i i TEXT Requester Header Text i i8 Up QUESTION Request is for iList ig SECTION Requester Info i i1 Down QUESTION Req First Name iFree Text in QUESTION Req Last Name iFree Text i2 QUESTION Req Employee iFree Text H3 QUESTION Req Email Address iFree Text i14 QUESTION Req Business Unit Free Text H5 QUESTION Req Department iFree Text 16 QUESTION Reg Verified List H7 SECTION Approver Info i 118 Save Help Figure 14 Request Template Details In this section we describe procedures to create and modify the details of a service item This section is organized by the tabs of the Service Item Details secti
19. Hide Show 8 Enter a name in the Action Name field 9 Enter a Fire Event If qualification if needed If no value is entered it will resolve to true and not restrict the event A variety of basic javascript operators are available from the Operators drop Page 49 10 11 12 13 14 15 Kinetic Request User and Management Guide down If Statement options are covered after the individual dialogs Choose a Survey Element from the Selected Item drop down menu and click on Show or Hide To remove a chosen element highlight the element and click on Remove If you want all the elements to also be Required or Option on either Show or Hide select the Also require or Also make optional check boxes below their respective sections If you need to change the event that was initially selected use the Event drop down list If you want to disable the event use the Status drop down in the upper right corner of the dialog When finished click Save and Close The javascript for the event is created and placed on your service items web page the next time it is saved Page 50 Kinetic Request User and Management Guide OTHER EVENT ACTIONS Set Fields Internal and Set Fields External have very similar dialogs for creating their actions Bi KS_SRV_ClientEvent_Dialog bobcat EN KINETIC REQUEST Set Fields Event load v Status Enabled v Action Set Fields External Action Name Form
20. If a Category is set the data type will only be available to request templates with that Category Leaving category blank will make the attribute available to all requests 4 Click Make Type Mandatory if needed This will require that a request author fill in this attribute when saving a template 5 NOTE Mandatory attributes will only be required once a request template becomes Active 6 Click Allow Multiple Instances for those circumstances when a request author will need to add multiple values to this attribute type An example is Request Business Unit where multiple values for a business unit would be entered such as H R Request Business Unit IT Request Business Unit Marketing etc Admin Only Attribute Type are reserved for Kinetic Request out of the box attribute types such as expiration date 7 Enable Pattern Matching Pattern allow you to set a pattern that the attribute follows These patterns use Remedy ARS Pattern syntax See your administrator guide for available pattern types in Remedy 8 If needed choose from the Menu Name drop down list as shown above 9 Choose Save and Close PATTERN TAB Creating a Pattern Label generates an indicator of how users or customers will view a particular field For example if the answer requires an Integer the Pattern Label field may read as Integer 1 12 indicating that only numbers 1 though 12 can be used for that field If a pattern doesn t Page
21. LCD Projector Primary 1000 Primary 2000 Primary 3000 Large Task Small Task At All Times Large Projector Small Projector Order LCD Order LCD Fil out loghook projector type large Projector type small Update inventory Dependent 1010 Dependent 1010 Dependent 2010 carrying case does not null Carrying Case Order pickup Order pickup Dependent 1020 Dependent 2020 Notify customer Notify customer Figure 85 Diagram Example of Sequencing Tasks To Add a Dependent Task 1 From the Service Catalog Console Tasks tab click Add 2 Type an Integration Name for the Dependent Task 3 From the Dependent on Task field choose an incremental number from which this dependent task will follow 4 Click the Outbound Type drop down menu and choose ARSystem Form External or Manual Note ARSystem Form The Mappings Tab will appear when ARSystem Form is selected See the previous section on Mapping An example showing this is provided in Figure 87 Example Record Builder Primary and Dependent Tasks 5 If applicable choose Initial Status New Pending In Progress or Cancel For Primary Tasks the Initial Status will always be In Progress See Sidebar Tip 6 Type a relevant Initial Message communicating any current status specifics to users Throughout the process this field will change either automatically via an integration process or manually as users update tasks Page 1
22. NotificationT ype Send Email To When Value Is Score s zl Trigger on Validation Status change Yes Save Clear Message Template Notification Type Notify Message Template Operand Score Modify Delete Save Close Figure 31 Notifications Question tab 2 Select the desired Notification Type Standard or Dynamic Page 44 3 Kinetic Request User and Management Guide Enter a value for Send Email To e For Standard Notifications Enter a static email address into the Send Email To field e For Dynamic Notifications Select the request field or question from the menu that will hold the To email address Enter the operator in the When Value Is field Equal To Greater Than Less Than Enter the Score corresponding to the operator Select a Message Template A message template is the format of the message to send to the user Click Trigger on Validation Status change if this notification should be evaluated on a Validation Status change Typically notifications are only evaluated when a request is submitted By clicking this button the notification will also be evaluated when the Validation Status changes on a request Validation Status is often used for approvals on forms Click Save to save the Notification The notification will appear in the table Modify Existing Notification 1 2 Select a notification in the Notifications table
23. Other fields associated with the base record Task Results returned values from the task including Request Ids from created records TYPES OF TASKS SYSTEM CONTROLS Join Used to bring multiple branches of a task tree together Three types of joins are A Any and Some All indicates that all connectors to the join node must be complete before continuing Any means that any single connector to the join that completes will cause the tree to continue And Some means that a certain number of connectors configured in the node must complete before the join node continues along the tree Page 91 Kinetic Request User and Management Guide New Task Process Figure 62 Tree Example with Join Node Join L Visible ld system join v1 4 Parameters Type ai Any Some o coc V 4 Figure 63 Join Node with Type Options Loop Begin and Loop End The two tasks that make up the loop system controls must be used together You are able to put any other type of task in the loop The Loop End node on your task tree controls how many times the loop processes The Loop Begin node controls how Page 92 Kinetic Request User and Management Guide many instances of the loop are created when the loop is encountered on the task tree Loop Example Loop Begin a Lm Loop Action Next Action Figure 64 Basic Loop Task Tree Notice that the Loop Begin node has a connector to its Loop End node T
24. Required Parameters csrv The instanceld of the KS SRV CustomerSurvey base record to display Example e http MyCompany kinetic ReviewRequest csrv AG000C298C9351 fdhJTAx0 sSAhhYA Optional Parameters These parameters are appended to the URL with an amp exclude comma separated list of page numbers to exclude from the review index starts at 1 Examples e http MyCompany kinetic ReviewRequest csrv AG000C298C9351 fdhJTAx0 sSAhhYA amp exclude 2 Page 63 Kinetic Request User and Management Guide e http MyCompany kinetic ReviewRequest csrv AGO000C298C9351 fdhJTAx0 sSAhhYA amp exclude 2 3 excludeByName comma separated list of page names to exclude from the review Examples e http MyCompany kinetic ReviewRequest csrv AGO000C298C9351 fdhJTAx0 sSAhhYA amp excludeByName Page 2 e http MyCompany kinetic ReviewRequest csrv AG000C298C9351 fdhJTAx0 sSAhhYA amp excludeByName Page 2 Page 4 loadAllPages if true all pages in the request are loaded at once If false the contents of the first page will be displayed and the other content pages will be displayed as tabs If no value for this parameter is supplied the value defaults to true Examples e http MyCompany kinetic ReviewRequest csrv AG000C298C9351 fdhJTAx0 sSAhhYA amp loadAllPages true e http MyCompany kinetic ReviewRequest csrv AG000C298C9351 fdhITAx0 sSAhhYA amp amp loadAllPages false e http MyCompany kinetic ReviewReq
25. The Variable Name can be any text that identifies value defined by the XPath Example appEmail or approver_email This value is used with the following syntax in the nodes within the loop appEmail or Qapprover email depending on what you put into the Variable Name Noop No Operation This type of task is used as both a placeholder and label for nodes within a task tree It performs no set function and cannot pass any information The most common use is as a label Wait This task is used to put a predefined delay into a task tree Wait Exampld WV Visible V Defers d system wait v1 11 Parameters Messages Si Time unit Minute V 4 Figure 66 Wait Node There are two fields that let you configure the wait node Wait Time is an integer that defines the number of units of time Time Unit can be set to minute hour day or week Both fields are required TYPES OF TASKS SYSTEM UTILITIES Create Trigger This task is used to kick start another node on a task tree You identify the task to start normally a Defer type of task by its token Page 95 Kinetic Request User and Management Guide pc 5 5 New Task Process g eo C O nn Ceto Create Trigger End Node Figure 67 Create Trigger Task Tree The following choices are available for the Create Trigger node Page 96 Kinetic Request User and Management Guide Create Trigger V Visible ld utilities create
26. and does not need to be changed unless your environment changes The configuration items are discussed in more detail in the Kinetic SR Installation and Configuration Guide ADD A CONFIGURATION ITEM 1 From Configuration Manager click the Configuration Items tab and click Add 2 Make a selection from the Configuration Type drop down list box 3 Select a Locale from the drop down list box For example English Canadian Optional 4 Select a Status from the drop down list box 5 Select a Property from the drop down list box For example Remedy Property or Web Property Optional 6 Enter your configuration value in the Configuration Value field For example Submit if you select Submit Button Text for the Configuration Type 7 Click the ellipses next to the Configuration Value field to add edit or delete content in that field 8 Click the Save button Your new Configuration Item is saved MobDiFY A CONFIGURATION ITEM 1 Double click on the Configuration Item Click the Modify button 2 Make your modifications to the Configuration Type Locale Status Property and or Configuration Value fields Page 185 NOTE Exceptions or errors are written back into Remedy when possible They are usually used during a support call or for your Administrator to troubleshoot problems Kinetic Request User and Management Guide 3 Click the Save button THE EXCEPTIONS TAB The exceptions tab lists exce
27. available actions All actions are available for each event Table 4 Action Descriptions Action Description Custom Allows users to write their own JavaScript to be triggered on an event Hide and Show In Allows users to selectively choose which Place fields are visible and which are hidden depending on a selected answer value Hide will leave the white space for an element Insert and Remove Allows users to insert an element or remove an element depending on an event Other elements on the page will shift to either make room for an insert or coverr up a remove Populate Menu Where a new menu is created based on an event A new menu can only be added to a list answer type including Dynamic List Read Only and Allows users the option to have a field Read Write inaccessible but still visible or the option to both read and write in a field Required and Optional Allows users to make something conditionally Page 47 Kinetic Request User and Management Guide required based on an event Example When a field cannot be avoided in order to continue or where additional fields may appear in order to continue Set Fields External Allows an event to Set the value of questions on the page from an external data source Remedy form as a submitter fills out a form request Set Fields Internal Move and or combine Each action has a different set of required parameters The follo
28. is for Requests that are specific to a particular customer 6 Click Save You can now begin to create questions and other elements for the request Page 14 Kinetic Request User and Management Guide 7x KINETIC REQUEST J Service Catalog Console Manage Requests Global Search Global Reporting Message Templates List Manager Configuration Integration Manager Report Manager Kinetic Task Manager Service Catalog Active Service Items Documentation New Modify Clone Delete Type Service Item Hardware Laptop Request Doc X 8 12 2010 11 Demo Search Type Clear Service Item Details Service Item Name Type Status Laptop Request Doc Service Item Description Hardware x New x Open Anonymous Laptop Request Doc Name PAGE Initial Page SECTION Main Header TEXT Login Info SECTION Requester Section QUESTION Request is for SECTION Requester Info QUESTION Req First Name QUESTION Req Last Name QUESTION Req Employee tt QUESTION Req Business Unit QUESTION Reg Department QUESTION Req Verified SECTION Approver Info Pages Style Notifications Tasks Submissions Reports Sources Settings Advanced Audit T Add E Modify 4 i5 Delete iB i i ig Up iList ig i 10 Down Free Text it iFree Text i2 iFree Text i13 iFree Text iM iFree Text 15 iFree Text H5 Li
29. 190 TIP A single quote 1 must be preceded by an escape character Kinetic Request User and Management Guide match a customer s response a prompt will appear for a specific default pattern 7X KINETIC j REQUEST Pattern Matching Patern Label Default Integer Pattern single quote must be preceded by an escape character Pattern Notes Default Integer i Default Status Integer Active Y Save Cancel Figure 144 Pattern Tab Add 1 Choose from the drop down menu or type in a Pattern Label This is what authors will see when adding a pattern to a question and should be descriptive Under the Pattern field type in a regular expression specific to the Pattern Label entered Regular pattern coding can be difficult to decipher Pattern Notes is an opportunity to offer helpful information for a future Administrator or user regarding this pattern The Defaults field allows you to specify whether this pattern will automatically be selected when an author creates a question of this type There should be only one Default response for each INTEGRATION MANAGER The Integration Manager allows Administrators to view the various data sources that are feeding information to Kinetic Request as well as the corresponding rules and data sets associated with requests Integrating a Page 191 Kinetic Request User and Management Guide data source includes other steps
30. Allow Modification Figure 12 Active Request Screen 3 Click the Allow Modifications button 4 The Add Modify Delete and Page Editing buttons are now active 5 Make your changes When prompted to save your changes click the Yes button CLONE ITEMS A cloned item copies all of the questions notifications and attachments from the original item it is an exact duplicate of the original request Cloning a service item is useful when creating requests for different locales such as a U S English request and a French Canadian request or when you want to request at item for a particular period such as to segment first quarter requests from second quarter s in order to make comparisons For reference when you clone an original service item the clone retains the Instance ID of the originating service item Subsequently if you clone a cloned service item the cloned child retains the Instance ID of the originating service as well For example If Library Request A is cloned the Original Request Instance ID for Library Request A Clone is Page 17 Kinetic Request User and Management Guide KSOODOB7A9C485 ULj PwldyyEwDAUA If Library Request A Clone is again cloned the Original Request Instance ID is also KSOODOB7A9C485 ULj PwldyyEwDAUA TO CLONE SERVICE ITEMS 1 Access the Request Manager 2 Select the desired Service Catalog 3 Highlight the name of the service item 4 Click Clone 5 A dialog will ask
31. Embedded Email Managers access test Email ResultsBased Test Email Sample Invite HTML Linki Email Sample eo HTM Base Survey Tag te Sample Invite Plan Text E mai Test Bean Values i 19 16 2005 11 24 Active 19 16 2005 11 24 Active 19 16 2005 11 24 Active 19 16 2005 11 24 Active 19 19 2005 10 40 Active Figure 96 Send to Selected Message Template 4 A dialog opens to choose the Message Template to use for this invitation Highlight the Template Name 5 Click the Use Item button The request is sent to those recipients highlighted and you return to the Submissions tab ADVANCED SEARCH The Advanced Search form allows you to search for a customer request using more criteria than the drop down menu search For example you Page 126 NOTE When you access the Advanced Search window from the link on the left column the Advanced Search starts with only the category you were currently searching on for Request Templates if any By accessing the Advanced Search form from the Customer Requests tab the search includes the category and name of the request template you are working with currently Kinetic Request User and Management Guide can search for anyone who answered any request with the name Kelly in the last three days x KINETIC 4 REQUEST Advanced Search Category Survey Name Survey Method Status Sithco IT xl LCD Projector Reservati x x Compan
32. GR e 10 10 4 we bo Figure 176 Sample RawRequestData Report CUSTOM REPORTS More reports can be created in Crystal Reports by SAP BUSINESSOBJECTS and BMC Remedy Action Request System internal reports Please see your Crystal Reports and BMC Remedy documentation Page 228 Kinetic Request User and Management Guide Chapter 8 FORCE PASSWORD CHANGE NEW IN VERSION 5 0 2 The force password change form was added in Kinetic Request v5 0 2 OVERVIEW If the ARS server uses the built in password management functionality ARS V7 1 and greater Kinetic Request can integrate to this functionality and require that users change their ARS password when they login to Kinetic Request PASSWORD VALIDATIONS By default not all of the built in password validations are enforced This is because the default validations are enforced with active links and there is no way to trigger these active links from Kinetic Request DEFAULT VALIDATIONS The following validations are performed in the application by default 1 Confirm the AR Login is not null or blank 2 Confirm the AR Login matches the value the user logged in with 3 Confirm the current password matches the password in the user record 4 Confirm the new password is not null or blank 5 Confirm the new password matches the new password confirmation 6 Confirm the new password does not match the current password CUSTOM VALIDATIONS The following active links can b
33. Last Month Save as default search for this report C Yes No Save Cancel Figure 160 Save Qualification dialog window USE A SAVED SEARCH 1 Click the Select Exisiting Qualification button The Existing Qualifications dialog opens 2 Highlight the existing search qualification from the table that you wish to use 3 Click the Use Qualification button Existing Qualifications goat O sexvicesure J Reports Saved Qualifications Qualification Ne Qualification Report Default Search SvdSearchlld Use Qualification Delete Qualification Figure 161 Existing Qualifications dialog window Page 216 STANDARD REPORTS Kinetic Request User and Management Guide Kinetic Data provides these standard reports Table 17 Report Descriptions Report Name Description Open Requests Open Request for selected Service Item Requests Created Company Business Unit All Request for the selected Service Item grouped by company ID Company Name Requests Created Person All Request for the selected Service Item grouped by person based on the email address Requests Created Template All Request for the selected Service Item Service Catalog Details Information about all the Service Items in a service catalog Service Catalog Summary Summary of all the Service Items in a service catalog Simple Completed Requests Includes all questions and a
34. MANAGER 202 Accessing the Request Submission Manager Console 202 To Access the Request Submission Manager Console 202 Request Submission Details eee esee eres eese en enatnes 203 Using the Submissions Tab sse 203 Finding Request Templates sse 203 Search For Customer Request s sss 204 View the Customer Request sse entnnnee 204 Tasks auch tat abore tnit dete tertie a 205 Advanced Search sse nnne nn nnne 207 Perform Advanced Search sess 208 RepOFts ise a aE peeiexisi ee r e que 208 Flashboatds tte trot tree ee tere eue ton 209 Kinetic Request User and Management Guide Setting Up the Report Server seseossosesesesesscscoscscssseoscssoscssseseoscseosee 210 Set up the Report Server User Tool ssssssssssseeeeenes 210 Running Repo rts eerie esee ener eee tete en en one ne toto then etn eese seen ene s en ens 211 RUIN A REPO M 211 Advanced Report Console sscsccccssssssscsssssecsssssescsssssencssescenessescenees 212 Open Advanced Report Console Global sse 212 Open Advanced Report Console Selected Request Template 212 Using the Advanced Report Console ssssssseeeeenee 213 Saved SCANS REP 215 Create a Saved Seatcli 5
35. Manual for Enter Select a Category and or Type if applicable The Service integrations for better performance When your Administrator integrates Kinetic Request to another application they may set up predetermined Service Catalog Types and will show up as menus 10 more information 11 Catalog and Type fields give you a way to segment your for you 12 Select a trigger process As described earlier trigger processes describe how a request is triggered There are four options Table 10 Trigger Processes Trigger Description Active Link This type of integration will pop a request dialog for a user while in another AR System application This type of integration is typically used for call scripting For example A user selects a service catalog of Hardware and a request with three Page 133 NOTE Scheduling also allows you to send a request after hours when your server or e mail engine might not be as busy Trigger Kinetic Request User and Management Guide Description Hardware specific questions opens Note Your AR System Administrator defines at what point in the user processing this qualification is checked For example on user selection of Service Catalog or on Save of a record Event An event trigger is an integration that fires on the creation or modification of a record typically by a user For example To fire when the ticket status equals closed and the record
36. Previou Next Figure 154 The Task Window To the right of the Task window click View Modify to open a Task dialog Here is where communication modifications can be made along with changing the status E Task Details goat Task Name Department Approve Sequence Dutbound Type Approval v 1000 EZ Form Name Ks SRV CustomerSurvey base ra Related Id KSROO0000000002 Communication Status Success Y Last Message mi Status Completed v Figure 155 Task dialog Page 206 Kinetic Request User and Management Guide ADVANCED SEARCH The Advanced Search form allows you to search for a customer request using more criteria than the drop down menu search For example you can search for anyone who answered any request with the name Kelly in the last three days 3 Uss Request Submission Manager Console Advanced Search Request Submission Details Submissions Advanced Search Reports Admin Service Catalog Service Item Survey Method Sithco IT LCD Projector Reservation mmm Belween Company Name First Name Last Name Survey sent to SentDate d Qualification Qualification Originating Form First Name View Complete Re Send Delete Figure 156 Advanced Search Page 207 NOTE When you access the Advanced Search window from the link on the left column the Advanc
37. Request SYSTEM DEFAULTS STARTUP Startep Request Sithco IT Catabg Software PC Sofware Request Tota KINETIC REQUEST Page tof Figure 169 Sample Service Items by Volume Report ZW KINETIC y REQUEST 10 14 2010 Requests and Approvals Closed by Month Graphs October 2010 7 5 E FEE i 5 H n E Approval H Wi Requests 3 a 2 o 1 0 10 3 2010 Closed Date by First Day of the Week Approval Requests Total 10 3 2010 3 4 7 Total 3 4 7 KINETIC REQUEST Page 1 of 2 Figure 170 Sample Requests and Approvals Closed by Month Graphs Report Page 224 Kinetic Request User and Management Guide ZW KINETIC q REQUEST 10 14 2010 Requests and Approvals Closed by Week Graphs 10 03 2010 s 2 amp t pi m Approval 1 zT Ej d t 3 8 Monchay Tres Thusday Fra Closed Date by Day of Week KINETIC REQUEST Page 1072 Figure 171 Sample Requests and Approvals Closed by Week Graphs Report ZW KINETIC q REQUEST 10 14 2010 Requests and Approvals Closed by Year Graphs 2010 T 6 3 a 5 amp Li B s Request u 3 Approval g 8o soc t 3 1 6 o Closed Date by Month and Year Approval Requests Tota October 2010 3 LI 7 waj 0 c o 0d 1j KINETIC REQUEST Page 1072 Figure 172 Sample Requests and Approvals Closed by Year Graphs Report Page 225 Kinetic Request User and Management Guide Zw KINETIC AI REQUEST 40 4 2040 Requests and Approvals Created by Month Gra
38. Service Item Service Item Service Catalog iNew View Selected Launcher Generate Launcher Template Name Figure 8 Launcher Template EDITING YOUR LAUNCHER TEMPLATE Even though Launcher templates are service items they are designed with special components and it is important to understand that they cannot be edited the same way Most of the layouts like text or a column or the fine tuning elements are managed through the Service Catalog Console Style Tab See Add or Modify a Style Layout elements like background colors images icons banners etc can be edited or adjusted using Style Sheets See Cascading Style Sheets Predefined Styles ATTACH SERVICE ITEM From the Attach Service Item tab a service item can be cloned copied to the Service Catalog currently referenced leaving a copy in the originating Catalog or moved from one catalog to another Page 11 Kinetic Request User and Management Guide Attributes Service Item Categories Launcher Template Category Type Serviceltem Status A Brent s Second Test Display Page Test Brent s Second Test i B Brent s Test Catalog Brian s Not as Cool S Brian s Not as Cool 5 Documentation i Documentation i Hardware Documentation iHardware wo Question Service Item loned sr eview Request Test uestions ptop Request Doc iNew Laptop Request Clone to Current Catalog Move to Current Catalog Figure 9 Attach Servi
39. Web Server URL Display Page JSP http bobeat 8080 kinetic ie displayPage jsp x Export Service Item Instance ID CustomHeaderContent KS000C29497A1ALYjpRgYwGIHwgokA mi Add Fields AltachmentType File Name Description Create Date I Add File Modify File Attachment Library Delete File Anonymous URL Display Name For URL I Allow Anonymous http bobcat 8080 kinetic DisplayPage srv KSO00C23497A1ALYipRgY Ri Save Help Figure 107 Advanced tab Request Manager Console MODIFY ADVANCED TAB FUNCTIONS 1 Access the Service Catalog Console 2 Highlight the name of the service item Page 144 Kinetic Request User and Management Guide 3 Select the Advanced tab 4 Modify the fields in Table 11 Advanced Tab Fields as needed Table 11 Advanced Tab Fields Field Name Description Web Server URL Type or select the Uniform Resource Locator URL the address that defines the route to a file on a Web server Kinetic Request automatically retrieves this from the Configuration Values Custom Header Content Add Customer Header Content into your template such as a link to an external style sheet your own other style information java script functions and meta tags Anything entered here will be included between the head tags in the HTML document and must be HTML compliant syntax You can use the Add Fields button to add answers or attributes for use in custom J
40. a previously submitted page This is a Review Request Resolves to True when the page type is Review Request see Page elements This is NOT a Review Request Resolves to True when the page type is not Review Request This is an Approval Resolves to True when the request is in approval mode This is NOT an Approval Resolves to True when the request is not an approval User is Authenticated Resolves to True if a user was authenticated before the request is loaded User is NOT Authenticated Resolves to True if the user is not authenticated when the request is loaded Checkbox is Checked Resolves to True if the question is answer type List and type Check box and the customer clicks one of the possible check box answers If you want to check for a specific value checked you need to a This Value Equals parameter To recognize unchecking manually change the inserted text from obj checked true to obj checked true Page is NOT Loading Resolves to True when the DOM is done loading for the request RETURN was pressed Used in combination with keyup event this will resolve to True when the ENTER key is Page 55 Kinetic Request User and Management Guide pressed This Value Equals How you check to see if the answer on the question the event fires on is equal to a certain value If the question is answer type list the selection of possible values is aut
41. be audited Kinetic Request User and Management Guide 2 Click the Delete button 3 A prompt displays to ensure you want to delete the data and everything associated with it Click Yes REQUESTS INTEGRATED TAB The Requests Integrated tab shows requests that use the highlighted Integration Source as one of their data sources 1 Highlight the Integration Source you want to view 2 The Requests Integrated tab displays the Requests Integrated by Form in its fields Request Name Event Name Status and Trigger Process INTEGRATED TEMPLATES TAB This tab lists Integration Templates and Requests Using Templates Integration Templates are qualifications that have been stored and can be re used for other requests when creating integration points ADD AN INTEGRATION TEMPLATE 1 Click the Add button 2 Enter text in the Integration Name field 3 Select a Form Name from the drop down list box 4 Enter text in the Qualification field 5 Click the ellipses next to the Qualification field to add edit or delete content in that field 6 Click the Save button Page 194 TIP Keep in mind that the Field Labels you create now may be for a specific integration but Data Sets can be used for more than one integration Keep your Field Label generic enough to be used for other integrations but specific enough that they are useful to your users Kinetic Request User and Management Guide DATA SETS A Data Set a
42. ce cecinit ti tU DERE 215 Use a Saved Search cette reti erts 216 Standard Reports erret veo et teres ek eoa ves eb e Eoi Eee EE EE ES Nee non 217 CUSTOM RepOrts 2 poen eren terre E E ert DERE eats 228 CHAPTERS8 FORCE PASSWORD CHANGE 229 Pul M 229 Password Validations eere eee eee ee esee ene enero teen enene nens 229 Default Validations oseere ne nnne enne 229 Custom Validations essere 229 TUN GNM SS RETURN 230 Chapter 1 Kinetic Request User and Management Guide OVERVIEW SERVICE REQUESTS USES Use your requests for these and other purposes Information Technology Human Resources Service Individuals Product Information Facilities Management NOTE This manual is intended for Kinetic Request managers and users KINETIC REQUEST Kinetic Request is a comprehensive tool for creating and administering requests of all types using BMC Remedy Action Request System You can generate requests quickly across large or small groups with questions specifically tailored to them including approvals and ticket creation KINETIC DATA AND BMC PARTNERSHIP As a BMC Remedy user you know that Remedy delivers service management software solutions that enable your organization to automate and manage internal and external service and support processes As a BMC Solutions Partner Kinetic Data delivers Remedy s
43. emails 14 You can also add field place holders to your request such as the recipients name and other information by selecting the Add Fields button See Error Reference source not found section 15 Click the Save button ADD FIELDS You can personalize the message by adding variable fields For example an email can be personalized with the participant s first name Any field used on the request is a potential personalized variable such as Create Date Score Attribute 1 and so on Anonymous survey invites should not use field placeholders 1 To edit an existing message click the Add Fields button The Add Fields dialog displays Page 159 IMPORTANT NOTE Use caution when modifying existing message templates When editing an existing message template used by other surveys the changes appear on all the requests that use this message template Kinetic Data recommends using the clone message template feature edit the clone and re name the cloned message template Kinetic Request User and Management Guide Bi KS ACC NoteAssembler goat KINETIC REQUEST Message Text Form Field To Add Date Format KS SRV CustomerSurvey Cut and Paste gl Note Text v X e Set OK Cancel Figure 113 Add Fields Dialog 2 The Form field autopopulates 3 If you are designing a Pre Survey Invite in the Field to Add field make a selection from the drop down list As message templates can apply to more than one
44. field on the KS SRV SurveyResult form when a request is submitted If you do not want your answer mapped click the Do Not Map check box Answers are still kept in the KS SRV SurveyAnswer form but are not pushed to request report forms The Request Instance ID and Question Instance ID fields are for reference only and cannot be altered These may be used for creating qualifications in advanced reports or other advanced functionality 3 Click the Save button if you ve made any changes otherwise simply click the Close button Page 57 Kinetic Request User and Management Guide ADD PAGE A service item automatically includes a first page Initial Page when created As you create your service item all elements are added to a page You can add additional pages for splitting up the content of your request allowing customers to review information or to create a confirmation page after submitting a request 1 Click Add Page from the Element selector dialog Branching Style and Events are covered seperately E Page Dialog bobcat w KINETIC T REQUEST i Branching Style Events Page Type Contents Confirmation Review Page Name Page ID Initial Page KSed4f288e3d2884cd231f31 4d6ffbf7 764 Submit Button Value Display Page JSP Submit displayPage sp x Enable Previous Button Previous Button Value Button Alignment Clear Answers Figure 38 Add Page dialog 2 Select a Page Type either Conte
45. fields are used to store data that you may want to use to personalize emails such as first last name include in the header of your request such as issue description date of interaction or for reporting such as assigned agent direct report employee ID Your AR System administrator decides what information to push into Kinetic Request when integrating a form or data from another application and therefore the definition of the data set By using data sets similar requests can have a similar backbone of information that can be reported on in a similar fashion Page 137 Kinetic Request User and Management Guide Many of the menus you see when creating a request use the data set labels Particularly those used to create qualifications when setting defaults or dynamic lists when creating message templates and for reporting By default each request uses the SYSTEM DEFAULTS data set For more information see Integration Manager Setting a Data Set 1 Access the Request Manager 2 Highlight the name of the item you want to work with 3 Select the Integration tab 4 Select an item from the menu in the Data Set field Page 138 Kinetic Request User and Management Guide THE SETTINGS TAB Request expiration dates and other configurable attributes of your template are created under the Settings Tab These settings are optional for instance your request does not have to expire Examples of attributes that an
46. fields to the form Common uses for attributes are version numbers or Requested by Department To add an attribute value select the Attributes tab and highlight the attribute you want Enter the value for the attribute in the field below the Configured Attributes table and click Add Attributes Service Item Categories Launcher Template Attach Service Item Available Attributes Configured Attributes Attribute Type Attribute Data Version i Character i Character i Character Business Unit iCharacter Version Add Figure 5 Attributes Tab To modify or delete an attribute value select it from the Configured Attributes table and either modify the value in the field below the table and click Modify or just click Delete SERVICE ITEM CATEGORIES Service Item Categories gives users an easy way to display service items or templates within a service catalog The items are ordered by priority with an integer value i e 1 2 3 or 100 200 500 to facilitate the process Service items must be added to at least one category to be shown on the service catalog launcher portal and they can be added to more than one category Page 8 Kinetic Request User and Management Guide Launcher Template Attach Service Item Service Items in Category Service Item Name Priority SortOrder Status SoftwarelDesk 1Active Common Servi 5 Active Computer Hard 10 Active 15 Active 20 Active Printers and 30 Ac
47. has submitted the following Service Item Request Survey Template Name 700001000 BASE Note Hyperlinks do not work while in the preview pane Please review and act on this request Service Item Request Save Close Figure 110 Message Template Manager Page 155 Kinetic Request User and Management Guide When the Messaging Template Manager opens the Search Category field is automatically selected using the Service Catalog that was last viewed SEARCH FOR MESSAGE TEMPLATE 1 Select a category in the Search Category field The Messaging Templates table will populate with any message templates matching that category If no message templates match a category the message fields will be blank and read only 2 Select a type in the Search Type field This field is optional OR 3 Select Clear to view all message templates within all categories that the user has permissions to view CREATE CLONE OR EDIT A MESSAGE TEMPLATE 1 To create a new message template click New Template E amp E KS_MSG_Manager bobcat KINETIC SERVICE SUITE New Messaging Template Message Template Name Message Template Format Application X Kinetic Request S Category Type Originating Form Brent s Test Catalog ES KS SRV CustomerSurvey Message Template Type Mailbox Name Outgoing Email Address la M IEEEETI HI af Subject Priority Assignee Group ME hh m Add Fields 2 Preview Body Text
48. list that asks demographic information such as job role From that request you may make new lists of people for each job role such as technicians managers executives etc 1 Clicking on List From Submission Results from the New List dialog will bring you to the Dynamic List Creation dialog B KS SRV List Manager goat List Manager Console Dynamic List Creation Create List From All Members Existing List gl Add Answer Value x Base Value x Template Qualification Search J Use Item s Cancel Figure 117 List Name dialog 2 Select an item to Create List From e All Members This will select all request respondents that match the qualification you build e Existing List This will select only respondents that match the qualification you build AND are a part of an existing list that you specify via the List Name field and menu 3 Select a Template to pull results from from the menu 4 Create a Qualification You can select Answer Values or Request Base values attributes of the respondent The qualification is a Remedy External qualification and needs to be formatted as such Page 164 Kinetic Request User and Management Guide 5 Click Search All respondents matching the qualification and list if specified will be displayed Note Only request respondents with a value in the Contact Info Value field will be shown This is typically an email or phone number a
49. more information on field limitations 5 Save the mapping by clicking Save Repeat this process for each field mapping you want to create 6 Click Close when finished SEQUENCING Task sequencing allows for the creation of tasks that will be dependent on the accomplishments of other tasks Primary Tasks shown in blue under the Tasks Tab are automatically assigned a number sequence beginning with 1000 a Second Primary Task is then assigned number 2000 and so on Outbound Type SRV IntegratiARSustem Form Active i 1000 Dependent T ask SRV Integrat amp RSystem Form Active 1010 1000 Add Modify Delete Figure 84 Task Sequencing Any Dependent Tasks of a Primary Task are automatically assigned numbers in increments of 10 i e 1010 1020 1030 etc If more than one process is set up to run simultaneously all would qualify as Primary Tasks with any dependent tasks running in parallel sequence For example see diagram below Also See Figure 87 Example Record Builder Primary and Dependent Task below for an example of how the Primary and Dependent Record Builder screens can appear once they are filled in Page 107 TIP Once a Primary Task is created it is set However if a Dependent Task is accidentally selected it can be removed by clicking on Clear Dependency Kinetic Request User and Management Guide Needa Carrying Case Request
50. nnne 144 The Advanced Tab eee eee eee eese eete tete teta tota tn enenenenenene 145 Modify advanced tab functions sssssssssssssesee 145 The Audit Tab ettet tese sksro too ses tni re se resa rete rots ee Pere eb ie eh epPRE e Kap 148 View More Detail on Audited Change ssssssssesss 149 PERMISSIONS 1 EI aa a RSEN E xir e RRBERE QS 149 Authentication eterne ene nnnnt n tntnen enne 149 Archiving TaD e 151 Setting Up the FOr cccccccccccsesesesesesesesseensesesnseseseseaeaeaeeeeseseeeseeeeeseeees 151 Viewing the Archive Tab 152 The Archive Tab sess tete n i 152 Service Item Controlled vs Externally Controlled 152 Configuring Archiving sssssssseseeeneeeetetrren ener 153 CHAPTER 5 MANAGE REQUESTS eere nennen nnne 154 Global Search eere teet tete ui ortos tpe Te rota po pate sese es 155 Global Reporting sasicscessisssscsnsssescosscssnsessssssenceonsacveseasdeasnvedshssesesaasessencansdonsntes 155 Message Templates 0 cccscssscsssssssesscensecsnsssvseisecesessasnssssoesssessnsasssosasedcninsensees 156 Search for Message Template sssssssssssseseseeeenees 157 Create Clone or Edit a Message Template sss 157 Add Eielde 2 0 ea Oed IE 160 Attachments Tab ete tirn eiin eie Gee Es 161 Clone a Template 0 cc ccccccccccsssses
51. or lt for more finite searching of established qualifications 2 Click OK to save your changes MAPPING TIP Mappings allow a user to take incoming request information and map it EN into a destination form If Select Existing is used it will replace Mappings apply to both Approvals and to an AR System Form They can previous mappings be created manually or by selecting previously created forms from the after clicking OK Select Existing list Your Administrator would set up these form mappings as part of the integration process You can either manually create each one of the mappings into which to move your questions of you have the option to copy an already existing mapping through the Form Mappings field Note Kinetic Request only creates records It does not modify existing records Creating Mappings 1 From the desired Task click on the Mappinfs tab 2 Ckick Add to create a new mapping or click Modify or double click on the appropriate line in the Mappings table to modify an existing mapping Note each mapping places a value in one field on the target Remedy form although you can combine answers and static text from the originating request Page 105 Kinetic Request User and Management Guide E Manage Task goat KINETIC REQUEST Manage Task Template Name DesktopRequest v Data Set Sithco Integrate x Sequence Integration Status adve gt en zi Integration N
52. shows the user logged in and the Remedy and web server that are being used The tabs below describe the possible actions you can take from this page PROPERTIES This section of the Web Administrator Console lets you view and update the contents of the properties file on the current web server Each of the properties is described in the Installation Configuration Manager Guide Consult with your web administrator before changing these settings TASK MANAGER This page has three functions First you can start and stop the Kinetic Record Poller service that creates Remedy tickets and approvals from Kinetic Request see the Kinetic Request User Guide for more information The Settings section shows you the current status and has the buttons to Start Stop the service The section below settings contains the history from the Poller Logs and lets you download the full log only the latest 200 entries are shown Page 177 Kinetic Request User and Management Guide KINETI F POWERED Administrator Console Logged in as Demo Logout Remedy Server unicycle kineticdata com Web Server unicycle kineticdata com Ce NENNT cen Gen mem Denies orem Tasks are stopped and started from this page Tasks in Kinetic Request give you the ability to extend the functionality of your service items You can use tasks to add approvals or create entries in other Remedy forms or other systems Important note for users of multiple webservers You must g
53. switching and adding as the Service Catalog changes Example An organization could offer a Service Catalog with hardware and software services Each category offers many service items The Priority function allows a user to choose the top number of priority items to be viewed by a customer The remainder could then be viewed as a full page or pages after clicking More or View Complete List WEB MESSAGES Web Messages that are specific to a particular request can be created modified and deleted under the Settings Tab By default these messages are in English Many will include a reference to a particular e mail support address or to issues surrounding submission It is important to note that they will override those default types of web messages created from Configuration Example If a different support address is needed for a particular request or if a different language is required for a specific request it would be created from the Settings Tab For default types of web messages please see the section entitled Web Messages Tab under Configuration Page 141 Kinetic Request User and Management Guide Pages Style Notifications Tasks Submissions Reports Sources Settings Advanced Audit Available Attributes Configured Attributes Web Messages Priority aj Keyword i Character Expiration Days iInteger Message Identifier Message Pag Status
54. the Reports tab The list of reports appears 4 Highlight the name of the report to run A description of that report appears along with a thumbnail of the report 5 Click Advanced Run 6 The Advanced Report Console appears Page 212 Kinetic Request User and Management Guide E KS Report Console goat KINETIC SERVICE SUITE Advanced Report Console Application Report Description Kinetic Request El This report has a breakdown of the requests for a Template The report Groups by surveyTemplatelnstancelD Category but displays the Survey Template Name field The report contains details regarding the requests tasks and approvals Sithco IT Catalog ih Report Name Open Requests x Select Existing Qualification Define Report Qualification Select the field s used to build the report qualification Field parameters Field 1 Y Operand Value Field 2 x Operand Value Field 4 x Operand Field 5 x Operand kn Start Date End Date ThisWeek This Month Qualification 1 1 Advanced Qualification Save Qualification Clear Qualification Value Value Fed3 Operand v Value v zl Run Report Close Figure 159 Advanced Report Console USING THE ADVANCED REPORT CONSOLE The Advanced Report Console has a number of features and options This section is designed to explain what each is for and how
55. the left side of the Request Manager console 2 Click on the Data Sets tab Page 195 Kinetic Request User and Management Guide Bi Integration Manager bobcat KINETIC REQUEST Integration Manager Integration Points f View Data Set SYSTEM_DEFAULTS Clone Mapping Source Select Related Source v menm Attribute 1 il 7 7 Attribute 10 700001810 Source Field Name Source Field ID Dest Field Name Attribute 11 il 1700001811 Attribute 12 il 1700001812 Attribute 13 il 1700001813 Attribute 14 il 1700001814 Attribute 15 il 1700001815 Attribute 16 il 1700001816 il 1700001817 1700001818 1700001813 1300299500 1700001820 Atti 700001821 iAttribute22 1700001822 Attribute 23 jAltribute23 1700001823 Attribute 24 iAttribute24 1700001824 Attribute 25 jAltribute25 1700001825 Attribute 26 Attribute26 1700001826 Attribute 27 Attribute27 1700001827 Attribute 28 ibute28 1700001828 Attribute 29 jAttribute28 1700001823 Attribute 3 jAltribute3 1300239600 v Set Add Delete Close Figure 147 Screen clip Integration Manager Data Sets 3 You will see the SYSTEM_DEFAULTS Data Set displayed Click on the Add button below the Data Set table The Data Set Item dialog appears 4 Type in a new name for your Data Set or use the menu to select an existing Data Set if you are adding a new item ES KS SRV IntegrationManager goat KINETIC REQUE
56. to create new integration points data sources for Kinetic Request KS_TSK_Manager 10381 Assign to users that need access to Task forms and are not Remedy Administrators KS_MSG 10110 Assign users to this group who create and modify request message text Typically these same users have KS_SRV_Manager permissions KS_CORE 10010 Required All users must be assigned to the KS_CORE user group to access shared menus and forms across all Kinetic Data applications Customers completing requests from the web do not need to be members of any Remedy group Page 4 Chapter 3 Kinetic Request User and Management Guide CREATING REQUESTS NOTE The first time you access the Request Manager you might see the form listed as KS_RQT_Manager Kinetic Request Service Catalog Console is the alias for this form This chapter provides procedures for you to perform the following Accessing the Request Manager Service Catalog Console Service Items Finding Creating Cloning and Deleting ACCESSING THE REQUEST MANAGER From one single place the Request Manager a user or manager can perform all typical request tasks From the Request Manager you can create requests add questions display options monitor results run reports and much more TO ACCESS THE REQUEST MANAGER Open the Remedy AR System User Tool From the AR System User toolbar select the Open icon B Fig
57. to send invites select Cancel and no message template will be included and no invites sent 10 The dialog will close and a message confirming the survey s have been sent will appear OTHER LIST MANAGER FUNCTIONS SEARCHING FOR MEMBERS You can search for members by Name Email and other information 1 In the List Manager Console select Manage by Member 2 Enter the critieria you want to search for in the six member fields 3 Click Search Page 172 Kinetic Request User and Management Guide BMC Remedy User KS_SRV_List_Manager Search Cex B Eile Edit View Tools Actions Window Help alal alel e sa Bl vl W KINETIC A REQUEST List Manager Console Manage Members Manage by Last Name Company ID First Name Contact ID Company Name Email Address Search Clear Matching sm Refresh First Name Last Nar n t Inf xct 3v Na mpany Previou Create Member Modify Member Delete Member Send Template to Member Lists Submissions s Lists Available Lists Add Remove emove gt gt Table items cleared Figure 125 List Manager Searching for a member 4 The members matching your criteria are shown in the Matching Members table ADDING LISTS TO A MEMBER From the List Manager console you can easily add and remove members from one or more lists 1 On the List Manager Console select the member you want to modify This can be done throu
58. to use them The following table lists all of the fields and buttons on the console with a brief description of each one Table 16 Advanced Report Console Description Field Name Description Application This field is always pre populated with Kinetic Request when the console is opened Category If this field is pre populated it cannot be changed If it is not then you can select a Request category from the drop down menu Report Name If this field is pre populated it cannot be changed If it is not then you can select a Report from the drop down menu Select Existing Opens the Saved Search dialog window which Qualification button allows you to select a saved search qualification for the current report Field 1 Field 5 Select any field from the form that this report uses Page 213 Kinetic Request User and Management Guide Field Name Description from the drop down menu Operand Select one of the following values from the drop down menu LIKE equal not equal gt greater than lt less than gt greater than or equal lt less than or equal Value Enter any value that you want to compare the field to If you leave this field blank it will consider the field to be null Start Date This field is only available if the report you are using is set up to use a date range when running the report The option is set up when creating a report
59. trigger v1 14 Parameters Messages Action Type Complete Deferral Token S variables utilities defer v Gn c Figure 68 Create Trigger Dialog Action Type The type of action that Create Trigger node show fire on Root Update or Complete Deferral Token This is the token value for the trigger that is going to be created You can access tokens for other nodes through the edit button Deferred Results Values to pass to the Deferred node that is being restarted Message Text displayed in the console for the node Messages Complete Complete message shown on the console Action Type and Deferral Token are required Defer This node lets you pause your tree and wait for some other action to make it continue The node has a token that you can use to identify it and restart a tree Page 97 Kinetic Request User and Management Guide ae Defer Task Example Create Incident Defer Waiting for Assignment Send Email Assignment Details Figure 69 Defer Task Tree Example The deferred task Defer Waiting for Assignment is waiting for an action from the Sithco Incident via Remedy workflow that will trigger it to continue down the task tree To update the instance created by the defer node your workflow needs to create either an update or a completion trigger Messages from the different types of triggers can be displayed in your launcher Page 98 Kinetic Request User and
60. when the change ticket itself is archived CONFIGURING ARCHIVING 4 5 6 10 Open the Service Catalog Console and select the appropriate Service Item from the table Click on the Archive tab Select the Archive Method Off Archiving will not be configured for this survey Service Item Controlled Records will be archived using rules defined by the request itself Externally Controlled An application other than Request determines when records are archived Enter Notes Optional Enter any notes comments that help describe the current archive process Archive Qualification Service Item Controlled Only Click the Build Qualification button to open the Advanced Qualification dialog This qualification will determine when a record should be archived An example would be when the submission has been completed for at least 90 days SurveyCompletedDate 7776000 gt TIMESTAMP Archive Form Service Item Controlled Only By default this should be set to KS_ARCH_SRV_CustomerSurvey_base unless your system was configured to use a different form for archiving If so select this appropriate archive form from the menu Save the template Page 152 Kinetic Request User and Management Guide Chapter 5 MANAGE REQUESTS On the left side of the Service Catalog Console are a number of links to help manage your requests While other areas in which you have been working are applicable to spe
61. wilnline Approval Desciptbs Adda shortdescrptha brusers bere Add a sbhortdesctptha bracers bere CONFIRMATION_PAGE DATES Service lem Default Confirmation Page Request Service lem Locale Specific Dates Request Descrptii DefatitCoirfim athi Page Request Descrpthbi Use tk to setdates Tor other bcaks KINETIC REQUEST Page 1ot2 Figure 167 Sample Service Catalog Summary Report Page 222 KINETIC REQUEST Name Dos Demo Company Name Khe th Data Quests Tik requestk tor Requester FirstName RequesterLastName Requester Em ployee Nam ber Requester Em allAddre ss Memory Hardibe lnstalkd Software No Stiidard Software Request Bishess Jestifkatba Submitter Fist Name Stbm tter LastName Stbm ttter Em all Valkiator States Name Doi Demo Company Name Khe tic Data Questbi Tik requestk Tor Requester FirstName RequesterLastName Requester Employee Nam ber Requester Em allAddre ss Memory Hardie lnstalkd Sottware Stbm ttter First Nam e Stbm tter LastName S ibm ttter Em all Valkiaton States Name Doi Demo Company Name khe tk Data Questbi Tik requestk Tor Requester FirstName Requester LastName Requester Em ployee Nam ber Requester Em all ddre ss Memory Hatdthe lnstalkd Sottware Stbm tter First Name Stbm tter LastName Sim ttter Em all Valkiator States KINETIC REQUEST Simple Completed Requests Laptop Request Date Requested Date Completed Auswert
62. you to enter the name for the new service item 6 A new service item is created that is an exact duplicate including notifications attachments and questions Wait until Cloning TECHNICAL TIP Complete message before closing the dialog 7 Modify the clone as needed To restrict managers from fy deleting requests remove the j KS SRV Manager permissions KS_SRV_Dialog bobcat from the Delete button and KINETIC status A REQUEST Clone Template Please enter a name for the new template New Laptop Request Cloning in progress please wait o Figure 13 Cloning Dialog Page 18 Kinetic Request User and Management Guide To DELETE SERVICE ITEMS 1 Access the Service Catalog Console 2 Select the desired Service Catalog 3 Highlight the name of the service item 4 Click the Delete button 5 Click the OK button when prompted with the dialog Any deletes will be audited and can be viewed from the Configuration hyperlink on the left side list and then click on the Audit page Page 19 Kinetic Request User and Management Guide CREATING OR MODIFYING REQUEST TEMPLATE DETAILS From the Service Items Details section of the Service Catalog Console you can create or modify request questions set up notifications establish rules display options and more 7X KINETIC K REQUEST Service Catalog Console Manage Requests Service Catalog Active Service Items 5 Type Global Search Documentation
63. 08 Kinetic Request User and Management Guide 7 From The Run drop down select either Always or When Always means the task will fire no matter what When will unhide the qualification fireld and button e Click on the Qualifications button The Advanced Qualification dialog opens Bi KS ACC AdvancedQualification goat NETIC SERVICE SUITE Advanced Qualification Current Form KS_SRY_CustomerSurveyResults_join Add Fields ap sb bb S beo e Los ue ano on not kevwonos Qualification 1 1 El OK Cancel Figure 86 Advanced Qualification for Dependant Task Note Qualifications using fields from your request either Base information or answers will appear as lt FLD gt MenuLabel ANSWER or BASE lt FLD gt e Make a selection from the Add Fields drop down menu e You can also use the value buttons for example LIKE or lt for more finite searching of established qualifications 8 Click Save and Close to save Record Builder sequencing information Page 109 NOTE Auto Complete On Submit applies to both Primary and Dependent Tasks and is a helpful tool to avoid having a person go back into a record and manually close it Kinetic Request User and Management Guide To Modify A Dependent Task Recent elie I SEE Template Name Storm Trouper Armor Request Form Data Set SYSTEM_DEFAULTS x E 1000 Integration Status Active
64. 21 14 PM 1 23 2007 2 41 16 PM 1 23 2007 2 21 34 PM g Completed Single Survey Simple Completed Status Overview Overview w o Comments Results Cross Tab Results Cross Tab Weighted Sum Blank Template Raw Survey Data Graphs of Surveys Entered Percent of Questions Answered Report Description for each question and the overall survey This report is run for a single survey template Figure 157 Reports Graphs or details of all questions answered along with corresponding counts Bl Run Report Advanced Run Start Date End Date i Ed la Refresh c Refresh Reporting is discussed in it s own chapter See Request Reporting Page 208 Kinetic Request User and Management Guide FLASHBOARDS Kinetic Request comes with pre configured Flashboards included on the right side of the Submission Manager Console Reports Tab Using Remedy s Flashboard products these graphical reports run constantly reporting average scores the quantity of completed requests and other helpful information in real time Page 209 Kinetic Request User and Management Guide Chapter 7 REQUEST REPORTING Kinetic Request comes with a number of reports created to view request results in various forms These are Crystal Reports using the Remedy Open Database Connectivity ODBC driver Using the Crystal Reports Developer tool licensed separately customize or copy these reports as needed This ch
65. 22 Creating ElCMENHS scsccsssssscsssssssssseccsscscessssssnsssscasasssscesesessseceseasssisecesssssecsicssss 23 Kinetic Request User and Management Guide Add New Question cccccscsssscseeescccsessssesesseecsesseaeseseccesesssacsesececsesseeeaes 24 The Answers Tab sss teen tetnt rette tentent tne tn nnns 25 ioc Mj M 25 The Defa lts Tab ettet tert a 39 The Validation Tab ssssssssseseseeee nennen 41 The Style Ta Dirina ee E S 42 The Notifications Tab entente 44 Create a New Notification cesse 44 Modify Existing Notification esee 45 The Events Tab sss eene eren three tte tn ern 46 Other Event Actions ssssssssssseeeeeeeteet entrent 51 The Advanced Tab 0 ccececccccccssssssecescscsessesesesscscsesscesesecscscssseeseseeecsenees 57 Add Page seson R eai eremita eee 58 Page Branching esses ttt EE Ei a aoi iesean 60 Page Sleen EEES 61 Pade EVEN EE 61 Review Request ene te Vertice verte ee eium Fere fe Eoo HORE Y da ER eio e Eee ob sa 62 Review Request Page Type seseseene He 62 Creating your own Review Request URL sssssseeeeeene 63 Required Parameters eeeeseseeeeee enne 63 Optional Parameters eeeeee esee eene nennen nnn nnn nnn 63 Add Section sat em entere reete e a 65 PAT OTs 6
66. 65 Kinetic Request User and Management Guide If needed select the Style tab and enter any style information that should be applied to the entire section Styling can also be done via Page Editing See The Style Tab for more information on styles Events can also be added from the events tab See the section on client events in the Add Question section Click the Save and Close button Page 66 TIP Help Text should be short Some browsers will only render one line of Help Text Kinetic Request User and Management Guide ADD TEXT Service items can have any number of text elements These text elements can be static text or dynamic text with values that are looked up at request display time 1 Select Add Text from the Element selector dialog E Dynamic Text Dialog goat 7x KINETIC I REQUEST Dynamic Text Details Style Events Text Label Text ID Instructions KS000C2988BC1DEXAluRwBlythgFzAB Text Use this form to request Information System Changes lt br gt ES lt br gt 4 Change Coordinator will process your change and contact you with any questions br lt br gt Fields marked with an are required Add Fields Help Text a Figure 43 Add Dynamic Text Dialog 2 Enter a label for the text in the Text Label field For example Introduction or Title The Text Label must be uniqu for the service item 3 Enter your text in the Text field You can use HTML when you enter
67. 7 Add Image otto eee e aere ar e RERO R EEOSE 70 Attach a New File sess etn tn nnn ntn nnns 70 COPY DIM AGC EE 73 din mE 74 Copy Existing Element sesen ccecscscccssssesesscscscssssesesececscsseeesesececsesseeeees 75 Modifying and Deleting Elements eese 76 Modify Existing Element aerisire 76 Delete Existing Element sees 76 Moving Elements cissiscciscssccsscssececesssosecesesesesoecosscorsessecsnssoscscesascseseescoseeecesesesiass 76 CHAPTER 4 EXTENDING YOUR REQUEST e 78 THe Style E 78 Using the Style Tab deterrere tereti e ER Ede dosi 79 Add or Modify a Style nnns 79 Delete a Style dirette ree re ERR E RESPIRARE 80 Cascading Style Sheets Predefined Styles sss 80 The Notifications Tab eere esee esee eese reete teen en etate teta en en esn en ens 83 Using the Notifications Tab 84 Adding an Escalation sse 84 Modify or Delete Escalation sese 85 Adding a Reminder 5 ode titer eie dieit ee 86 Modify or Delete a Reminder ssssssssseeeeeneee 87 Kinetic Request User and Management Guide The Tasks Tab win eccsassscssicesecesstssecenscossececattsnsoceoesasedeasasavesesesonssshersedsoscesccdsecnssess 88 Accessing the Task Builder sess 88 Creating NOG6eS erret od
68. 9 Kinetic Request User and Management Guide MODIFY AN EXISTING MEMBER 1 Highlight a List Member and click the Modify Member button 2 Make any changes to the fields from Error Reference source not found 3 Click the Save button SEND A SURVEY TO ONE OR MORE MEMBERS Using the Send Template to Member button below the members table will send a survey ONLY to the members selected in the table 1 Select one or more members from the members table 2 Click the Send Template to Member button below the member table The Send Survey Templates dialog displays x KINETIC B REQUEST Search Service Item Templates I I Search Catalog Search Type Search Status X Search Clear Use Service Item Close Figure 122 Search Service Items Templates Screen 3 Select a Search Category and or Search Type and or Search Status from the drop down list box 4 Click the Search button Your results display in the fields of Error Reference source not found Page 170 Kinetic Request User and Management Guide B KS SRV Manager goat W KINETIC y REQUEST Search Service Item Templates Create Date Search Catalog p EE 11 4 2007 1 731 200 11 30 2008 1 henge 12 17 2007 Demo 1174 2007 1 Search Type Search Status Search Clear Use Service Item Close Figure 123 Search Survey Results 5 Click the Use Survey button to use this survey or the Close button is
69. Add Tag menu to include one or more of the following tags e Anonymous Link For a request invite this will include an anonymous URL e Targeted Link For a request invite this will include a targeted URL specific to a single recipient e Embed Link This will embed the first page of your request into the email Any subsequent pages content or confirmation will be displayed in a web browser A person filling out an embedded request must have a network connection that can reach your Kinetic request web server Embedded requests are limited in their functionality due to security limitations in email clients see Important Note e Opt Out Link This will embed a link to a special request that a user can click on to opt out of future request invites e Submitted Link For post request notifications this will embed a link into the email to open the completed request in a web browser This link uses the AR System Midtier application to display a Kinetic Request form to display the Page 158 Kinetic Request User and Management Guide results For security reasons users wil be asked to login prior to seeing the results and must have Kinetic request Inspector priveledges Anonymous Link Embed Link Opt Out Link Submitted Link Targeted Link Add Fields Figure 112 Add Tag List 13 The Preview Tab offers aview of what the rendered HTML will look like to a recipient This message is only viewable for HTML formatted
70. Admin Only Attribut Active Search ID i Character Admin Only Attribut Active Sech Author i Character Admin Only Attribut Active Business Unit i Character Admin Only Attributi Active Clear Expiration Days integer Number of days th Admin Only Attribut Active New Modify Deactivate Delete Figure 142 Attribute Types Tab 1 On the Configuration dialog Attribute Types tab Click New or Modify A dialog will appear Add Modify Attribute Type goat SERVICE SUITE Add Modify Attribute Type Parent Form KS SRV SurveyTemplate Status is Aere O hadie Data Type Character x Make Type Mandatory Category IV Allow Multiple Instances Attribute Type Category Admin Only Attribute Type Description H Enable Pattern Matching Pattern ES IV Attach Menu Menu Name KS ROT ServiceltemCategories wr Enable Range Check Minimum Maximum Field Length Defaut Vale O Save Close Figure 143 Add Modify Attribute Type dialog Page 189 Kinetic Request User and Management Guide 2 Choose Data Type For example if character is chosen as a Data Type that choice enables the Enable Pattern Matching and Attach Menu checkboxes offering a user more control over how request attribute can be adjusted and modified If you choose an Integer in the Data Type the Enable Range checkbox becomes available Enter a numerical range from Minimum to Maximum Field Length and Default Value 3
71. Assignment Figure 73 Bas c Connector Page 100 Kinetic Request User and Management Guide Highlighted connectors are in blue while the rest are orange To change any of the parameters of a connector just double click You can add a label to a connector so that it is more descriptive when you look at the tree Label E EI ES ES CE FI CT FES ES ES ES ES ESSI Value Pre defined Values v Type ones _ Complete Update Create 4 Figure 74 Connector Dialog with Type The default type is Complete which means the connector progresses to the next node when the current node is set to complete The other options are Update amp Create Update Normally only used with a defer task The connector fires when the defer node is updated Create This connector fires immediately when the node is created Also normally used with defer nodes Besides the type you can also limit connectors to operations involving data from the request and results from other nodes For example an approval node that goes down on tree for Approves and another for Denied Page 101 Kinetic Request User and Management Guide PREVIOUS TASK CREATION This method for creating tasks was used prior to version 5 It is still available within the application but will not work with the new task builder Note From the Tasks Tab you can create records but not modify existing records ADDING A TASK 1 Click the Add butt
72. Character Category mij Modify Delete Save Help Figure 105 Web Messages from Settings Tab To ADD A WEB MESSAGES 1 Click the Add button The Web User Message screen appears B KS_SRV_WebUserMessage goat x KINETIC 9 REQUEST Web User Message Message Identifier Message Page Name Message Text Save Close Figure 106 Web User Message 2 Choose a Message Identifier from the drop down menu Generic Error Request Instance Closed Request Not Found or Request Template Closed Choose a Status from the drop down menu Active Inactive Deleted clear Type in the Message Page Name Page 142 Kinetic Request User and Management Guide 5 Type in the actual Message Text This is the message that will display to the user if they encounter the scenario indicated in the Message Identifier such as Template Closed 6 Click Save and Close To MODIFY OR DELETE A WEB MESSAGE 1 Click to highlight a Web Message 2 Click Modify or Delete If Modifying a web message make the necessary changes 3 Click on Save and Close LOCK A SERVICE ITEM If you need to stop other Request Managers from altering a service item check the Locked check box and save the template Your name from the User form will be placed into the Locked By field If you want to unlock the service item uncheck the Locked checkbox while logged in as the user who locked it Page 143 Kin
73. Do you want to save your changes Add Tag x Add Fields Figure 111 New Messaging Template Page 156 Kinetic Request User and Management Guide 2 Enter a Message Template Name create a name with some meaning that is easily recognizable required 3 From the Message Template Format drop down list box select either HTML or Plain Text If you will be doing embedded requests this must be HTML required 4 The Category field automatically populates with the last category you searched for Use this category select another category or leave the field blank Message templates with a category will only be visible to requests of the same category If you want the message template to be available from multiple service catalogs then leave this blank 5 From the Type field drop down list make a selection or add a new type Types are optional and only needed if you want to further categorize your message templates for easier searching later 6 The Originating Form field pre populates or select one from the drop down list The menu on this field helps you determine which form to use Post Survey Notification KS_SRV_CustomerSurveyResults_join Pre Survey Invite KS_SRV_CustomerSurvey 7 Mailbox Name is a list of all the outgoing mailboxes setup in your Remedy email engine If no value is selected the default outgoing mailbox is used 8 By default the Outgoing Email Address field uses the outgoing email address of the M
74. IEW AN AUDIT ITEM 1 Highlight the request you want to look at 2 Double click on the request Or Page 186 Kinetic Request User and Management Guide Click the View button The Kinetic Audit dialog displays for you to view the request E Kinetic Audit goat KINETIC SERVICE SUITE Kinetic Audit Audit Information Application Kinetic Survey Audit Type Record Deletion Audit Message Customer Satisfaction has been deleted from EA the KS SRV SurveyTemplate form User AR_ESCALATOR Audit Date Time 11 30 2007 1 08 03 PM il Previous Value Field Name New Value Close Figure 140 Kinetic Audit Information 3 Click the Close button when you re done viewing the audit data WEB MESSAGES TAB The web messages tab displays the different error messages a user can see when submitting a request By default these messages are in English These can be updated to include information more specific to your company Web Messages can also be locale specific By setting a locale for your messages other than English requests using that locale will display a message in the correct language for your customer MANAGE MESSAGES TAB The Manage Messages tab offers Administrators the ability to view email messages that have not been sent out of the system in pending status Most often the problem occurs because a message template has been incorrectly formatted This screen helps determine where the problem may have occurr
75. KINETIC REQUEST gy User and r4 Management Guide Version 5 0 Revised April 10 2011 235 EAST SIXTH STREET SUITE 400B ST PAUL MN 55101 WWW KINETICDATA COM KINETIC DATA bmcsoftware TECHNOLOGY ALLIANCE Kinetic Request User and Management Guide 2011 Kinetic Data Inc Kinetic Data Inc a BMC Software Solutions Partner Remedy a BMC Software Company Remedy the Remedy logo and all other Remedy product or service names and registered trademarks are trademarks of BMC Software Inc Kinetic Request User and Management Guide Contents CHAPTER 1 OVERVIEW ccccseecssecessseeesseeenseeeensesesseeseseanenseeeeneeeess 1 Kinetic ROQUGSE m 1 Kinetic Data and BMC Partnership sss 1 Kinetic Request User and Management Guide sss 1 Who Should Read this Manual sse 1 Related Documentation sss 1 CHAPTER 2 USERS AND GROUPS ADMINISTRATION 2 Kinetic Request Users and Groups ssessesesesessoscoseseseseososcoscseseseoseseosee 2 ACUIMMIMISER ALOR 3523825 ree EREREN E aac ates onsale ake 2 Request iE lare Ee E 2 Request Inspector sss ener enne nnns 3 Request Integrator sss eene enne nee 3 Task Manag et eee nateteoton iate eain tue Gen ee tete eitis 3 CHAPTER 3 CREATING REQUESTS eese eren nennen nnn 5 Acce
76. Kinetic T http bobeat 8080 kineticT ask Default Servlet DisplayPage Default Servlet Context i Default Web Server ihttp bobcat 8080 kinetic A Default Web Server http coho kineticdata com 8476 kinetic Inactive Display Archiving Tab No Active Display Element Details No Active Display Flashboards Yes Active Display Page Web AdisplayPage jsp Active Email Message Timeout in hours 24 Active Escalation AR Server bobcat Active Logout Retumn Page i Active Close Figure 138 Configuration Manager Note The Tabs entitled Categories Attribute Types and Style are application specific to either Kinetic Survey or Kinetic Request i e Categories does not appear in Kinetic Request while Attribute Type and Style contain similar but different information USERS TAB The users tab displays a list of users that have permission to one or more KS SRV groups From this tab you can highlight a user to view their record or create a new user Page 184 Kinetic Request User and Management Guide Using one of these buttons will open your AR System User form The Configuration Manager dialog needs to be closed before the User record can be modified See your AR System documentation for more information on adding or modifying users CONFIGURATION ITEMS TAB The configuration items tab displays information on the configuration of your system This is typically used during the installation of the application
77. Logger Level ALL Appender 0 defaultRFL is type org apache log4j RollingFileAppender 1 2009 01 02 13 12 54 865 http 8080 Processor19 DEBUG KRP startService called state is now RUNNING 2 2009 01 02 13 12 54 865 http 8080 Processor19 INFO KineticRecordPoller starting the poller service 3 2009 01 02 13 12 52 471 http 8080 Processor19 DEBUG Template Import IFrame Kinetic Survey status is INITIAL 2009 01 02 13 12 52 471 http 8080 Processor19 DEBUG Template Import IFrame Kinetic Survey retrieved 0 dynamic list fields 5 2009 01 02 13 12 52 471 http 8080 Processor19 DEBUG Template Import IFrame Kinetic Survey retrieved 0 hard coded defaults 6 2009 01 02 13 12 52 471 http 8080 Processor19 DEBUG Template Import IFrame Kinetic Survey retrieved 1 question entries 2009 01 02 13 12 52 471 http 8080 Processor19 DEBUG RemedyHandler qual 7 SurveylnstancelD KS000C29497A1A9bWRRQRuihHQ5AIA and Pagelnstanceld KS000C29497A1AHbaRRQn4KiHQ5QIA on form KS SRV PageQuestions resulted in 1 results Figure 134 Web Administrator Console Logging DEPENDENCIES This tab shows the name version confidence and path to all the jar and web API files used by Kinetic Request This information is useful during troubleshooting and upgrades d eae Ad trator Console Logged in as Demo Logout Remedy Server unicycle kineticdata com Web Server unicycle kineticdata com IND EE Libra
78. Management Guide Defer Waiting for Assignment V Visible V Defers ld utilities defer v1 5 Parameters Messages Complete amp D Croat en o save cancel t Figure 70 Possible Messages for Defer Nodes Echo The echo task is used most often to place a message in an instance This node is useful for debugging to check returned results from various nodes Input uu BE RES ESI p IPIE AR Login utilities echo v1 8 gt First Name Last Name x Figure 71 Echo Dialog with Other Tasks Results Shown You are able to get inputs and results from all the various tasks and data from the request Page 99 HINT To Delete a Node Connector highlight the connector and press delete Kinetic Request User and Management Guide Eval The Eval task lets you perform ruby code and pass the results to the next node in a task tree System Utilities Eval V Visible Id utilities eval v1 7 Parameters Messages E Figure 72 Eval Node Dialog Use the edit button to add data from nodes and the submitted request NODE CONNECTORS The arrows that connect the nodes on your task tree have a variety of options First and most importantly they provide direction for your task tree Connectors by default when a node is complete will move to the next node in line Start Create Incident Defer Waiting for
79. QUEST SUBMISSION MANAGER This chapter provides procedures for users including non author users to perform the following Finding Request Templates Page 201 IMPORTANT The Tasks referred to on the Submission Manager Console only refer to the old pre v5 task system Tasks in the new version are handled with their own set of consoles and their own manual Kinetic Request User and Management Guide Perform Advanced Search Run Reports A user can access the Request Submission Manager without a Kinetic Request user license An unlimited number of users have access to the system as long as they have the following groups added to their user record KS SRV KS ROT Inspector ACCESSING THE REQUEST SUBMISSION MANAGER CONSOLE From one single place the KS RQT Inspector Request Inspector can view or complete request results send new information resend or delete a request and add notes or close requests To ACCESS THE REQUEST SUBMISSION MANAGER CONSOLE From the Remedy Home page double click on Kinetic Request Submission Console The Request Submission Manager Console dialog appears Bi Request Submission Manager Search x KINETIC M REQUEST Request Submission Manager Console Service Item Service Item Description Documentation Hardware Laptop Request Doc Clear Laptop Request Doc m E Request Submission Details Submissions Advanced Search Reports Achive Search
80. RawRequestData Designed to export the results from Crystal to Excel Use the export facility from the built in Crystal Viewer to export the report in a CSV format This allows you to import the data into the tool of your choice Page 218 Kinetic Request User and Management Guide KINETIC REQUEST 40 14 2010 Open Requests Startup Request Category Type Creat Date SYSTEM_DEFAULTS STARTUP TOO 5 42pm Name Ema Address Request States Subm ks low States lack boe spt gib khethdata com Oper Compkted Startup Request Categow Creat Date SYSTEM DEFAULTS 101210 9 51am Name Email Address Request States Subm ke lon States lack boe c pfit g k h eticdata com Oper Compkted Startup Request Cateqon Type Creat Date SYSTEM DEFAULTS STARTUP 101140 552pm Name Email address Request States Subm ks ior States Oper Competed Startup Request Cateqon Type Creat Date SYSTEM DEFAULTS STARTUP 1011 0 520pm Name Email Address Request States Subm ks lon States Oper Compkted kW ETIC REQUEST Page 1of2 Figure 162 Sample Open Requests Report KINETIC REQUEST 10 14 2010 Requests Created Company Business Unit Laptop Request Category Type Creat Date Chesed Date Duration Sitheo IT Catabg Hardware Ionio 255 pm Ionio 253pm O Days 0 His O Mhz 1 Secs Name Email Address Request States Sub ks low States Dow Demo hto khet
81. ST Data Set Item Survey Field Data Set SYSTEM_DEFAULTS v Field Label Survey Field Nam s Survey FieldID Save Close Figure 148 Integration Manager Data Sets Page 196 Kinetic Request User and Management Guide 5 Type a name for your Field Label This will be the label that users see for the Request Field Name selected in the next step This will represent one of the fields you are pushing into Kinetic Request if you are creating this for a specific integration 6 Select a Request Field Name that the Field Label will apply to The Request Field ID is automatically populated 7 Click Save 8 Repeat this process for each field that is a part of your Data Set Keep in mind to create items for any generic attribute fields but also create data set items for the standard fields as well such as First Name Last Name Company and other fields that you want made available to users Refer to the SYSTEM_DEFAULTS Data Set for the most commonly used standard fields DATA SET MAPPINGS Once your Data Set is finished you can optionally add mappings Remember your Data Set is just labels for your request fields You have not specified the actual fields that populate each Data Set Item Data Set Mappings allow you to track exactly what fields populate your requests For example you may have both an integration from another AR System form and a web service populating a request using its sp
82. Service Items the Number of Items field offers the ability to limit the number of service items displayed in a category Example An organization could offer a Service Catalog with hardware and software services Each category could offer many service items The Number of Items function allows a user to choose the top number of priority items to be viewed by a customer The remainder could then be viewed as a full page or pages after clicking more for example 8 Choose a Sort Order Sort order offers the ability to choose where a category will appear on a page Categories are displayed left to right top to bottom Example In the two previous Figures the sort order for hardware is 10 so that will appear first The service items for that category appear in the window on the right side The sort order for software is 20 and will appear second and so on 9 If finished click Save or Cancel to close without saving Page 10 Kinetic Request User and Management Guide LAUNCHER TEMPLATE A Launcher Template is the web portal that presents a catalogs service items to customers Launchers are specialized service items To adda new Launcher to your catalog click the Launcher Template tab A template named IT Service Catalog is provided Enter a name in the Launcher Template Name field and click Generate When the name you entered disappears the new launcher has been created Attach
83. To perform a series of reminders you must chain them together Select a Send after reminder from the drop down list This will cause the reminder to be sent only after the previous reminder is sent Note The days and or hours that are set are from the Sent Date of the request So if you want two reminders sent one at seven days and then one three days after the first you would create two reminders The first set for seven days and the second for 10 days The second reminder would use the Send after reminder field and menu to link the two together 7 Choose either Always or When from the Send drop down Always will send your escalation everytime a request is submitted or anytime a completed request is updated When will un hide the Qualification field and button and let you set your own qualification Note To use AR System keywords such as NULL you must format them with an escape character NULL 8 Use the Add Fields menu to select questions or other fields such as score or validation status to include in your qualification You do not have to add Status Sent this is added automatically 9 Click the Save button Your reminder will appear in the Reminders table MODIFY OR DELETE A REMINDER If you want to modify your notification highlight the reminder click the Modify button and make your changes If you want to delete your reminder highligh
84. Value check box to display the date 8 If you just want to show the date fileds or want to just use the calendar widget select Hide Date Fields 9 Select an Answer Mapping if desired Answer Mapping will map the answer from this question back into one of the request base fields See Answer Mapping under the Attachment section above for details Decimal Decimal questions only allow a user to type in numbers and a period Ifa non numeric character is attempted the user will be prompted with a message This message can be overridden by changing the corresponding field on the Validation tab Select Decimal from the drop down list adjacent to the Answer Type field 1 The Answers tab repopulates with new fields amp Question Dialog jester kineticdata com X KINETIC REQUEST Question Question Answer Type Originating Customer ID E Decimal x Question Label Blank Menu Label Originating Customer ID El Customer Facing Status Answers Defaults Validation Style Events Advanced Text Size Answer Mapping 20 Originating ID Figure19 Decimal Answer Type View 2 Select the Text Size for the decimal field which will appear on the request 3 Select an Answer Mapping if desired Answer Mapping will map the answer from this question back into one of the request base fields See Answer Mapping under the section on Attachment above for details Page 29 Kinetic Request User and Managem
85. XT Service Item Description SECTION Requester Section TEXT Requester Header Text QUESTION Request is for SECTION Requester Info QUESTION Reg First Name QUESTION Req Last Name i QUESTION Req Employee tt iFree Text QUESTION Req Email Address iFree Text QUESTION Req Business Unit Free Text QUESTION Reg Department Free Text QUESTION Req Verified List SECTION Approver Info i Figure 3 Service Catalog Console SERVICE CATALOG CONSOLE The Service Catalog Console offers a selection of all service items offered to your customers from a specific Service Catalog From this console you can set up access and monitor the service items and their tasks and ultimately publish those items to your customers The Service Catalog Dialog that appears after clicking New Modify Clone or Delete offers fields to set default permissions as well as monitor and direct service items created within a service catalog Page 6 Kinetic Request User and Management Guide Bi Service Catalog bobcat x KINETIC J REQUEST Service Catalog Details Service Catalog Visible To Group Management Group Sithco IT Catalog m Public Public Catalog Description Status Sample Catalog shipped with Kinetic Request El Active E Web Server URL Display Page JSP http bobcat 8080 kinetic v displayPage jsp x Logout Action Template Go to Template Y IT Service Catalog Attributes Service Item Categories Launcher T
86. _Dialog bobcat X KINETIC REQUEST Custom Event Event load Status Enabled z Action Custom Action Name load iFrame Fire Event If clientM anager submitT ype ReviewR equest If Statements x Operators x Custom Code Use single quotes when enclosing strings or escape double quotes var obj document getE lementB yl d reviewR equest FH var now new Date var cstv encodell RI Component clientM anager customerSurveyld obj src ReviewRequest csrv csrv kreviewPage frameR eviewPage amp loadAIlIPages false amp excludeByN ame Review 20PagetnoCache now getT ime Simple Data Request Y Save Close Figure 40 Custom Review Request Event Page 62 Kinetic Request User and Management Guide Bi Dynamic Text Dialog bobcat x KINETIC REQUEST Dynamic Text Details Style Events Text Label Text ID Review Frame KS0D0C238C33512GdtTAPJbcQ g7A8A Text lt iframe id reviewR equest src resources cataloglcons ajas loader gif widthz l 0027 height 100 scrolling no frameborder 0 style height 50px p Y our browser does not support iframes p lt iframe gt Add Fields Help Text Figure 41 Review Request Text Element CREATING YOUR OWN REVIEW REQUEST URL The Review Request functionality is also available through a URL just like calling an Anonymous service item The sections below detail how to create the URL and what parameters are available
87. a request to a participant To send out new requests the Request Template Status must be New or Active SEND A REQUEST TO A NEW PARTICIPANT 1 Access the Request Manager See Accessing the Request Manager 2 Highlight the name of the Service Item 3 Inthe Service Item Details section of the screen select the Submissions tab 4 Onthe right side of the Service Items Details section click Send New The New Customer Request screen appears Page 124 Kinetic Request User and Management Guide X KINETIC J REQUEST New Customer Request Service Catalog Service ltem Sithco IT Sithco Catalog First Name Last Name Company Name Email Originating Form Originating ID Attribute Attribute2 X Attribute3 Attributed AttributeS Message Template Internal Notes v View Modify New Template Save Close Figure 95 New Customer Request 5 Complete the fields shown in Table 9 New Submissions Screen Fields as needed Note If a Message Template is not selected a request record will be created but the request will not be sent The status will be New rather than Sent as it is when a request invitation is actually emailed to a participant A warning message is displayed if a message template is not selected Table 9 New Submissions Screen Fields Field Name Description Category Request Template Name Automatically
88. ailbox However users can specify their own email address and override the default for this message template 9 Type a descriptive phrase for the email Subject field This will show in the subject line of the email Use the Add Fields button to add answers or attributes from requests However there is limit of 255 characters on the field so be cautious what fields you add The add fields action is the same as the Body section 10 If you would like to enter a specific priority enter a number in the Priority field Here are examples of Priorities as the relate to Microsoft Outlook Page 157 IMPORTANT NOTE For Embedded Email Requests Many email clients will not allow JavaScript or other advanced HTML features Because Kinetic Request uses web technologies some functionality such as branching and required questions will not work for all clients Therefore embedded requests should typically be simple forms Kinetic Request User and Management Guide Table 15 Email Priority 11 12 Email Engine Priority Microsoft Outlook Priority 0 Normal 1 High Importance 2 High Importance 3 Normal default 4 100 Low Importance In the Body Text field type the text you want to appear in the body of the email If your message format is HTML you can use any standard HTML markup within you re the body of the email You can use special tags to include special text within your survey Use the
89. ame incident Cree iti O Select Existing Dependant On Task apvd o IMPORTANT TIP cem To avoid error a M Add notifications it is vm d Acive Modi important to be aware that there may be required fields on your destination form Check that a value is mapped into Predefined Mappings v Generate those fields a Eee Delete Figure 82 Mappings Tab 3 Select the field from the drop down list under Destination 4 From the Source section of the dialog select either Base Section of Task and then select the specific value and click Add Alternately you could enter static text into the Value field or combine static text with values from the Field drop down list amp KS_RQT_TaskManager goat Destination Source Form KS SRV Sithcolncident Template p esktop Request E Field Email Field x Add Field ID 260000002 Value lt FLD gt Email KSO00C298BC1 DEJYSnRw _BaJASHO4 ANSWER lt FLD gt Close Figure 83 Destination Source Dialog Page 106 IMPORTANT NOTE Any subtask qualifications are in addition to the Primary Task qualifications If a Primary Task fails its Dependent Tasks will not run Kinetic Request User and Management Guide Note if fields in your destination form have limitations for size or maximum number of characters it is important that you respect that limit in what is sent to the destination source See The Answers Tab for
90. andard Kinetic Survey Header xoweredB yK5 qif Powered By Kinetic Survey iplusSian gif Small Plus Sign iminusSign gif Small minus sign i d iVerticalLine gif 10x1 vertical line 18 2 2006 5 1 gt View Library File My Files Attachment Type D Image oweredB yK5 qif Powered By Kinetic Survey Create Date 2 11 2008 12 00 Figure 48 Copy Images from Attachment Library 23 Click the Add To My Files button 24 Click Clear to empty the Category and Attachment Type fields All current library files will appear PREVIEW 1 To see an example of a highlighted image click Preview A screen will appear with the image 2 Click X to escape Page 73 IMPORTANT If a page or section is selected everything within that page or section will copy TIP Undo removes the last action performed only Kinetic Request User and Management Guide Copy EXISTING ELEMENT You can access all request elements from an existing template Page Section Question Text and share them between new or other existing templates through the Copy Elements screen 1 From the Service Catalog Console screen select a destination template or item name in the Service Items window 2 Click Add 3 Choose Copy Existing Element from the Element Selector dialog The Copy Elements dialog displays E Copy Element Dialog goat J REQUEST Copy Elements Source Template Laptop Request Question
91. apter includes the following procedures Setting Up the Report Server Before running reports verify that a Report Server is correct Running Reports To run reports follow this procedure SETTING UP THE REPORT SERVER So that Kinetic Request can access its reports you must establish the report server using the Remedy toolbar functions for each user Note If you are using a preference server this information is updated automatically SET UP THE REPORT SERVER USER TOOL 1 From the Remedy toolbar select Tools 1 Select Options 2 Select the Advanced tab 3 In the Reports section of the Advanced tab in the Report Server field verify or type the name of the server on which the reports are stored If you do not know your report server name see your Remedy adminsitrator 4 Be sure to check the ODBC Use Underscores option All Kinetic Request reports use this option and will not function without this checked Page 210 Kinetic Request User and Management Guide Ro ptions General Behaviors Display Color Confirmation Reports Advanced Logaing Locale File Home Page Forms Default Form View Open Window View Extension Iv Display Hidden Forms Admin Only Table Fields Refresh Contents on Display m Reports Server TCP RPC Report Server MyReportingServer Use this program to preview reports Note simple text editor such as WordPad is recomme
92. ath the File Name column heading Select Add Click on the image file you want to add Your file displays underneath the File Name column heading Select Background Image Image or Stylesheet from the Attachment Type drop dow list Enter an Attachment Description something that would be helpful for you to remember Page 71 TIP Help Text should be short Some browsers will only render one line of Help Text Kinetic Request User and Management Guide 9 Enter the file name in the File Name field The file name must include an extension such as gif 10 Click the OK button 11 Highlight the image and click the Use Item button 12 Your image displays in the Selected Image field as does the File Name and File Description 13 Enter an Image Label which is your own internal reference for what is being shown May be the same as Alternate Text 14 If needed add Alternate Text as a brief descriptive statement about the image This would appear on the screen while the image is loading or if you weren t able to view the image i e screen readers for the visually impaired 15 If needed add Help Text Running the mouse over an image or text will force a Help Text box to appear The message might be Click here for more information 16 Optionally enter a HyperLink URL Clicking on the image will take the customer to another website 17 If you do enter a value in the Hyperlink URL field select a val
93. avaScript or other html just like adding fields to a text element Display Page JSP The display page is the JSP page that wraps your request It includes java script links to style sheets and other information your request needs to function This is set automatically based on a configuration value You can over ride the default jsp file with your own customized jsp page This should be done only be very advanced users Display Name for URL A URL alias for the request You can use this in place of an anonymous request instance ID within the URL For example http mycompany com arsys servlet DisplayRequest name myRequest The name cannot include spaces or illegal characters for a URL In addition the name of the request must be unique There can be no other active requests with the same name Note Display names are useful for updating existing requests when you might have other external links to them You could clone a request make the original request inactive Page 145 Kinetic Request User and Management Guide Field Name Description and the new request active while keeping the same Display Name External links do not need to be updated they automatically point to the new request Allow Anonymous By checking this box the request can be accessed from an anonymous context By default new requests have this box checked Anonymous URL This read only field
94. b console where you can diagnose and restart failed tasks They can also access the Task Builder KS SRV KS MSG KS CORE KS TSK Manager Table 1 Kinetic Request User Groups Group Name Group ID Description KS SRV 10105 Required All users must be assigned to the KS SRV group to access the Kinetic Request application through the Remedy user tool Customers completing requests from the web do not need to be members of any Remedy group KS RQT Manager 10350 Assign users to this group who create requests IMPORTANT Licensing is based on the number of users in this group Each person assigned to this Page3 Kinetic Request User and Management Guide Group Name Group ID Description group is required to have a Kinetic manager License Contact your Kinetic Data sales representative for more licenses or any questions KS_RQT_Inspector 10355 Assign users to this group to view completed requests This group cannot create or modify service items KS_SRV_Reporter 10307 Assign users to this group who create or modify request reports but are not already part of the Request Manager or Remedy Administrator groups This group has visibility to all request related forms for reporting purposes Use this group to give user access to all background forms for reporting but not a Request Manager or Remedy Administrator KS_SRV_Integrator 10310 Assign to users who need access
95. below This sets the width of the Display Question Value field Click on the drop down list adjacent the Answer Style field and select the appropriate language This refers to the list of months New languages can be added by adding new lists to the template Locale Specific Dates Survey in the SYSTEM_DEFAULTS category Click the Allow Blank check box to allow users to submit a blank date field Click the Show Calendar check box to display a calendar widget on your survey e You can chose to hide the standard date fields and just show the calendar widget by selection Hide Date Fields Click the Display Question Value check box to display the date Select an Answer Mapping if desired Answer Mapping will map the answer from this question back into one of the request base fields See Answer Mapping under the Attachment section above for details Date Time The Date Time answer type is an expansion of the Date answer type to include time By default a Date Time question displays six fields year Page 27 Kinetic Request User and Management Guide month day hour minute and AM PM You also have the option of displaying a date time widget and the actual date time value When a date time question is submitted by a user Kinetic Request formats the date in a standard ISO format YYYY MM DDTHH MM SSZ even though the date displayed on the form is Day Name Month Name Day Year Hour Minute Seconds 24 hour time format Date Ti
96. cdat SYSTEM DEFAULT Library iKinetic Request Imag New ihttp jester kineticdat Sithco IT Human Resources iNew Employee Setu iNew http jester kineticdat Human Resources Modify Emplyee iNew http jester kineticdat iHardware Request iNew Laptop Request New http jester kineticdat Hardware Request i Keyboard Mouse Re New http jester kineticdat Service Requests LCD Projector Reser i New ihttp jester kineticdat Service Requests File Restore iNew http jester kineticdat y Update Figure 137 Change Web Server 1 From the Configuration Manager s Users Tab choose a Group List and click the Update Web Servers hyperlink 2 Choose a Web Server URL from the list Shift to highlight multiple batch Web Server URLs 3 Type in the New Web Server URL in the field below or choose from the drop down menu 4 Click Update and click Close Page 183 Kinetic Request User and Management Guide CONFIGURATION MANAGER TABS The Configuration link allows administrators to configure parts of Kinetic Request including Users Tab Configuration Items Tab The Exceptions Tab The Audit Tab Web Messages Tab Manage Messages Tab Attribute Types Tab Pattern Tab Delete Templates B KS SRV ConfigurationManager bobcat X KINETIC REQUEST Configuration Manager Application Web Admin Console kinetic Request Update Web Servers Users e ground Cola Default
97. ce Item Name Type Status iQ En inetic Task Manager Template Import IFrame Kinetic Request Template Import x New v OpenAnonymous Service Item Description This template is used for temporarily storing validating zip files for importing templates Pages Style Notifications Tasks Submissions Reports Sources Settings Advanced Audit Available Attributes Configured Attributes Web Messages Priority Abate Tupe JAtribute Data Message Identifier Message Paa Status Category Character Expiration Days 130 Keyword Character Add Modify Delete Locked Category amp 2l bes x l Locked By Add Save Help Figure 103 Settings Tab Page 139 Kinetic Request User and Management Guide ADD MODIFY AND DELETE EXPIRATION DATE 1 Select the Expiration Date Attribute Type from the Available Attributes table 2 Set the number of days desired default is 30 3 Click Add As shown in the following figure the Attribute Type Expiration Days shifts to the Configured Attributes field and reflects the value entered Pages Style Notifications Tasks Submissions Reports Sources Settings Advanced Audit Archive Available Attributes Configured Attributes Web Messages Priority 5 aj Attibute Tupe Attribute Data Attribute Type Message Identifier Category Character Category i Top Five Service Ite Keyword i Character Category i Computer Har
98. ce Item Tab 1 Highlight the service item you want to copy or move 2 Click Clone to Current Catalog or Move to Current Catalog Change your mind Click Cancel 3 Choose another service item and repeat or if finished click Save Page 12 Kinetic Request User and Management Guide SERVICE ITEMS FINDING CREATING CLONING AND DELETING A Service Item is an individual request or form to be filled out and submitted asking for a service item or person From the Service Catalog Console you can create delete and search for service items Finding Service Items Creating a New Service Item Clone Items Delete Existing FINDING SERVICE ITEMS The Service Catalog Console screen has four sections At the top the Service Catalog field allows you to select an existing item by using the drop down list Items are defined by your Administrator and can include permission groups For more information see The Service Items section displays request items currently available in the system At the bottom the Service Item Details section displays request item details highlighted in the top section On the left hand side of the screen are hyperlinks underneath Manage Requests for you to perform advanced functions on your requests TO SEARCH FOR A SERVICE ITEM Use the Search Type field to narrow the available Service Items This list shows all the Types currently available for the selected Service Catalog T
99. cific requests these links are global and apply to all service catalogs Not all of the links will be available to all Request users depending on their permissions N KINETIC T REQUES Manage Requests Global Search Global Reporting Message Templates List Manager Configuration Integration Manager Report Manager Kinetic Task Manager Figure 109 Manage Requests Menu Hyperlinks Page 153 Kinetic Request User and Management Guide GLOBAL SEARCH Like Advanced Search functionality on the Customer Surveys tab the Global Search link takes you to the Advanced Search dialog However from here Request Managers Inspectors can search for customer requests across service items For more information see Advanced Search GLOBAL REPORTING Like Advanced Reporting on the Reporting tab the Global Reporting link takes you to the Advanced Report dialog However from here you can select reports and qualifications to run across service items For more information see Advanced Report Console Page 154 Kinetic Request User and Management Guide MESSAGE TEMPLATES The Message Templates console allows you to create and manage the format of your email messages In addition to conventional text and HTML markup these message templates allow you to insert field placeholders that populate when a request uses that template For Kinetic Request email messages are typically three types Request Invitations Email
100. clear the Menu Label field Note Click the Clear Fields button to clear ALL fields on this screen 14 Click the View Choice button if you want to change the Value Label or its Score and Order 15 Click the Remove Choice button to delete your Menu Label 16 Click the Save button if you are done editing the question If not continue on to the other tab descriptions 17 Click Close button if you do not want to save your data Page 36 Kinetic Request User and Management Guide Numeric Range Numeric Range questions will present a series of radio buttons or a menu including all integers within your Minimum to Maximum range The score for each of these items will also equal the value of the integer selected 1 Select Numeric Range from the drop down list adjacent the Answer Type field 2 The Answers tab repopulates with new fields E Question Dialog goat X KINETIC J REQUEST Question Question Answer Type Numeric Ranes o o oal Numeric Range SS Question Label Blank Menu Label Numeric Range Bl Numeric Range Answers Defaults Validation Style Notifications Events Advanced Minimum Maximum Answer Mappini 10 pping Justification List Box v Horizontal v Apply Not Applicable N A Value Save Close Figure 25 Numeric Range Answer Type 3 Enter numbers in the Minimum and Maximum fields 4 Select a Type Check Box List box Radio Button a A Check Box
101. convenience this may have caused 11 Click Add to enter Approver contact information 12 Enter First Name of the Approver 13 Enter Last Name of the Approver 14 Enter Email Address for the Approver 15 Enter ID for Approver if applicable 16 Choose an E mail Message Template from the drop down menu 17 Click Save and Close Backups If the same question is given as above and this time the answer is Production and the Approver for Production is out of the office for two weeks the approval can be set up to default in this case to the Human Resources Approver as a backup Backups can be configured to operate in different scenarios They can operate as a regular backup for an approver all the time or during a Page 115 Kinetic Request User and Management Guide specific amount of time say vacation time for the approver or a combination of the two consistently Approval goat AN KINETIC T REQUEST Approver Backup IV Use Backup First Name Last Name FLD First Name 700004002 ANSWER lt FLD gt lt FLD gt Last x ID Email Address lt FLD gt Email 700004004 ANSWER lt FLD gt x lt FLD gt Employee AR Login Name lt FLD gt Employee Send to Backup after 12 hours using Approval Action from 2718 2008 12 00 00 Bl to 2 29 2008 12 00 00 gal Figure 91 Backup 1 Check the Use Backup box 2 Enter First Name of the backup person 3 Enter Last Name of the backup p
102. d Builder Primary and Dependent Tasks 1 Follow similar procedures for the previous section entitled To Add a Dependent Task If applicable check Auto Complete On Submit Check this box if a task should automatically close as soon as a record is created Leave unchecked if a record will be needed by others in the process Type a relevant Initial Message communicating the status specifics to users Throughout the process this field will change Page 110 Kinetic Request User and Management Guide either automatically via an integration process or manually as users update tasks 4 In Progress Message is used when a dependent task moves from Pending to In Progress This is done automatically when a parent task is completed 5 Click the Qualification button for the Advanced Qualification screen to appear Qualifications for Dependent Tasks are optional and will be in addition to Primary Task qualifications 6 Click Save and Close to save Record Builder sequencing information APPROVAL Approval Types for various service items can be configured as either Categorized requiring different approvers or as a Default using a static or dynamic field An approval creates a specialized type of Task Normally it is a copy of the request submitted by the original requester with additional questions to be completed by the approver However it could also create a specific Approval service item that is generic for mul
103. d drop down Always will send your escalation everytime a request is submitted or anytime a completed request is updated When will un hide the Qualification field and button and let you determine the desired condition For example if you only want to send a notification out when a poor score is entered you might enter a qualification such as Score 70 score is less than 70 percent If you are using validation status for forms processing you might enter a qualification such as ValidationStatus Accepted Note To use AR System keywords such as NULL you must format them with an escape character NULL Click the Save button The new escalation will appear in the escalations table MODIFY OR DELETE ESCALATION If you want to modify your notification highlight the notification click the Modify button and make your changes Page 84 Kinetic Request User and Management Guide If you want to delete your notification highlight it and click Delete ADDING A REMINDER Reminders are used to remind request recipients about a request which they have not yet filled out One or more reminders can be created Reminders can be linked together to be sent one after another or completely independent You may have reminders for some of your request participants that are set for three days while another group of participants could be set for seven days 1 Click the Add button adjacent the Remin
104. ders fields and the Notification dialog displays E Reminder Dialog goat x KINETIC J REQUEST Reminder Reminder Name Message Template View Modify New Template Hours Holiday Schedule Workday Schedule If not completed a 10 j I Use Business Hours rl Send after reminder ReminderlD Send val i gt Always Save Close Figure 54 Notification Reminders Dialog 2 Enter a Reminder Name in that field 3 Select a Message Template from the drop down list If needed youcan view modify your selection or create a new template using the buttons next to the drop down EXAMPLE If a reminder is set for 72 hours but two of those 4 Select Hours using the up and down arrows This is the length of days include the weekend time the request needs to be completed within otherwise a or a holiday use the reminder is sent to the request recipient Holiday and Weekday Schedules assuring that 5 Check the Use Business Hours box to access Holiday and the 72 hours are actual Weekday Schedules business hours applied to this schedule Page 85 Kinetic Request User and Management Guide Note Business time is installed by your Administrator Administrator See the MC Remedy Documentation for information on setting up schedules within your AR System server 6 To have a reminder fire after another reminder select the first reminder from the Send after reminder drop down Example
105. done from the AR Administrator Tool and is described in further detail in the Kinetic Request Integration Manual INTEGRATION POINTS Integration Points are the actual data sources for Kinetic Request 2 KINETIC REQUEST integration Manager Integration Points Data Sets Integration Sources Templates Integrated Survey Rules Templates Integrated by Source List Name Alert Events Alert Events iARSystem Form ag List Manager iKS SRV List Mai amp RSystem Form Cus ent Customer Survey iKS SRV Custom i ARSystem Form Simpl i i amp ctive Link Customer Survey KS ROT Custom ARSystem Form Test Survey 1 Test Active Link Sithco Incident KS SRV Sithcol ARSystem Form Eichenlaub All Purpose T TEST OUTBOUND ilnactive iCreate Record Presentation Detai MRH App Pres ARSystem Form Add Delete Close Hes Figure 145 Integration Manager Dialog There are four Source Types where triggered requests can originate ARSystem Form A form originating on the same server your Kinetic Request application resides on ARSystem WebServices Request data coming from an external source using the Kinetic Request web service to create requests Import Request data coming into Kinetic Request via the Remedy Import Tool Request List Manager Requests generated via the Kinetic Request List Manager ADDING AN INTEGRATION SOURCE 1 While on the Integration Points tab click
106. dware Expiration Days Integer Example i Character Add Modify Delete Locked Category S bete Hl m Locked By Add Figure 104 Modifying Expiration Days 4 To modify the Expiration Days click or highlight the Attribute Type Value from the Configured Attributes field 5 Click the cursor inside Expiration Days window and type a new number integer This reflects the timeframe in which the request is to be completed 6 Click Modify The information is stored 7 To delete Expiration Days click highlight the the Attribute Type from the Configuration Attributes field and click Delete The Attribute now shows up in the left Available Attributes table SETIING UP OTHER ATTRIBUTE TYPES Your administrator can set up new attributes types that can apply to a specific category or the entire application Once created they will show up in the Available Attributes table like Expiration Days Attributes can be numeric dates attachments and text and can include validation Page 140 Kinetic Request User and Management Guide Creating Modifying and Deleting these attributes will follow the same process as Expiration Days SETTING A PRIORITY FOR VIEWING ITEMS In order to help manage extensive lists of Service Items the Priority field offers the ability to order Service Items and have only a few appear to your customer Priorities can be set for any number such as 3 5 10 or 40 Plan to leave space for
107. e Upload label or Clear label These values show up on buttons next to the field where users can select an attachment to include in the request 8 Click the Save button if you are done editing the question If not continue on to the other tab descriptions Or 9 Click Close button if you do not want to save your data Date By default a Date question displays three fields year month and day You also have the option of displaying a date widget and the actual date value When a date question is submitted by a user Kinetic Request formats the date in a standard ISO format YYYY MM DD even though the date displayed on the form is Day Name Month Name Day Year Friday October 1 2010 Date questions always default to the current date 1 Select Date from the drop down list adjacent the Answer Type field 2 The Answers tab repopulates with new fields Page 26 Kinetic Request User and Management Guide E Question Dialog bobcat ZW KINETI amp 9 REQUEST Question Question Answer Type Datel Bi Date X Question Label Blank Menu Label Date du Date Answers Defaults Validation Style Events Advanced Text Size Answer Style Answer Mapping Clear 20 a English Dates Full v Allow Blank Iv Show Calendar IV Hide Date Fields IV Display Question Value Figure 17 Date Answer Type fields 3 Select a text size Only needed if you select Display Question Value see
108. e duplicated as Remedy filters to enforce additional rules 1 User Password Change CheckEnforcePolicyAndRestrictions 2 User Password Change GetPasswordLength Page 229 Kinetic Request User and Management Guide 3 User Password Change EnforceHIPARules 4 User Password Change DisableSpecialCharacterRestriction 5 User Password Change EnforceHIPASpecialCharacters 6 User Password Change EnforceCustomQualifier THEMES The default Force Password Change service item is located in the SYSTEM DEFAULTS catalog This service item is used if the catalog does not contain a service item named Force Password Change The default form is very basic and doesn t contain a company logo or any specialized styling If your catalog requires a different theme or a different look and feel then you should clone the Force Password Change service item in the SYSTEM DEFAULTS catalog into your catalog Then you can apply any styling changes you need to fit your catalog theme Other catalogs will simply use the system default service item unless they too contain a service item named Force Password Change Page 230
109. ecified Data Set You could create both a mapping from your AR System form and a mapping from your web service to manage what fields from each system move data into your request Data Set Mappings are only for reference and are therefore optional No filters or workflows use the mappings Rather they are there to help you manage your data sources With only a request or two the data sources used are easy to remember However once your use of Kinetic Request grows it is possible you have many different mappings for different source of data feeding requests DELETE DATA SET To delete an entire data set select it from the View Data Set list and click the Delete Data Set button Warning If this data set is in use on any service item your qualifications and mappings may not work Page 197 Kinetic Request User and Management Guide CREATING DATA SET MAPPINGS 1 Open the Integration Manager from the Integration Manager link on the left side of the Request Manager console 2 Click on the Data Sets tab 3 Select the Data Set previously set up that you want to map fields to from the View Data Set menu 7X KINETIC A REQUEST Integration Manager Integration Points DataSets Integration Sources Templates Integrated Survey Rules System Form SAV System Form Templates Integrated by Source iKS SRV List Na ARSystem Form iAlert Events iARSystem Form List Manager iKS SRV List MaiARSystem Form sfac tion e Cu
110. ed Page 187 Kinetic Request User and Management Guide B KS SRV ConfigurationManager bobcat KINETIC 4 5 REQUEST Configuration Manager g g Application Kinetic Request X Web Admin Console Update Web Servers Uae Manage Messages Number of Hours Old 1 I Message Template xA SendDate To Subject Message Template Figure 141 Manage Messages Tab The Message Template drop down list allows you to investigate where a delay may be occurring by viewing available message templates The Number of Hours Old box allows you to prioritize messages by the oldest pending status or by a particular group of delayed messages Page 188 Kinetic Request User and Management Guide ATTRIBUTE TYPES TAB A request s specific attributes can be added and modified from the Attribute Types Tab Attribute Types show up on the Settings Tab of the request These are administrator defined attributes where request authors can enter information for purposes of reporting and other organizational needs B KS SRV ConfigurationManager bobcat KINETIC 4j REQUEST Configuration Manager Application Web Admin Console kinetic Request i Update Web Servers Users Configuration Items Exceptions Audit Web Messages Manage Messages Category e Categc a Type o Admin 0 Category Character Admin Only Keyword i Character H Admin Only Attribut Active Version i Character
111. ed Search starts with only the category you were currently searching on for Request Templates if any By accessing the Advanced Search form from the Submissions tab the search includes the category and name of the request template you are working with currently Kinetic Request User and Management Guide PERFORM ADVANCED SEARCH 6 Access the Request Manager See Accessing the Request Manager Select the Submisions tab From the left column select Advanced Search The Advanced Search form appears Select the search field information You can fill in one or more fields to refine the search To include Request Values answers you can use the Request Values Qualification toinclude attributes or request answers into your qualification Click Search to display requests that match your criteria From the results table you can open individual requests by double clicking or clicking View For more information on viewing request results please see View a Customer Request REPORTS The Reports tab allows you to choose a report and run it for the currently selected request wT N Survey Customer Submission Details Customer Surveys Advanced Search Reports Admin Survey Description xj Clear OPM 1 2 18 33 PM 1 23 2007 4 02 39 PM 1 23 2007 2 19 05 PM 1 23 2007 4 25 01 PM 1 23 2007 4 30 44 PM 1 23 2007 2 19 50 PM 1 23 2007 2 20 11 PM 1 23 2007 2 20 26 PM 1 23 2007 2
112. ed CSS CSS Class Applies to any element that has a class of a particular name Choose from the Style Selector drop down menu or create a user defined custom class HTML Tag Applies to every occurrence of the particular HTML tag Page 43 Kinetic Request User and Management Guide 4 Choose a Style Selector such as text element question or template from the drop down menu or create your own 5 The format for Style Properties is typed as shown in the screen above i e property colon and property size with each line ending with a semi colon Click on the Helpers drop down for all available HTML helper properties Note Not all Helper HTML properties will work for every browser 6 Click Save and Close THE NOTIFICATIONS TAB The Notifications tab allows you to send one or more notifications Typically this is used to notify a manager of a particular request submission such as someone needing a new PC or access to a report Notifications can be either Standard or Dynamic Standard notifications will include a static email address for the notification Dynamic Notifications will derive the To address from a value within the request itself Create a New Notification 1 Click the Notifications tab E Question Dialog goat 7 KINETI c 4J REQUEST Question Question Answer Type Full Day os List ERI Question Label Blank Menu Label Full Day ss Full Day
113. ed buttons and text are hidden and a Kinetic Task Manager button is visible SEARCH FOR CUSTOMER REQUEST S 1 Access the Request Submission Manager 2 Highlight the name of the request template 3 In the Request Submission Details section of the screen select the Submissions tab 4 From the Search field select an item to search for from the menu 5 In the For field enter the criteria to search for if any Press Return or click Search A list of requests matching the criteria appears in the table below Page 203 Kinetic Request User and Management Guide To clear the Search and For fields and begin a new search click Clear VIEW THE CUSTOMER REQUEST You can view the answers of an existing request via the Submissions tab Any request whose status is either In Progress or Completed can be viewed 1 In the Request Submission Details section of the screen select the Submissions tab 2 Select a Request from the table e If the request is in In progress or Completed status click the View button to see the answers and attributes e If the request is in a Sent status click the Complete botton to open the request in your default browser 3 If the request has not yet been completed the request will be displayed to be filled out 4 Either Double Click on the row in the table or click View Complete to view the results The Completed Customer Request form allows Request Inspectors to view t
114. ed service item The Message Template dialog appears Select the Message Template to invite participants to the request by selecting the message template in the table Note The Category of the List is automatically entered in the Search Category field and will only show message templates under that Category or whose category is unspecified Select Use Item to use the message template selected Note If you want to create survey records for the list but do not want to send invites select Cancel and no message template will be included and no invites sent The dialog will close and a message confirming the survey s have been sent will appear CREATING A NEW LIST MEMBER Click Manage by drop down list and make a selection either by List or by Member To access an existing list click on the List Name menu The Members in List table populate with members if any for the selected List Page 167 Kinetic Request User and Management Guide t BMC Remedy User KS_SRV_List_Manager Search Eile Edit View Tools Actions Window Help alal alel 7 alal ml vel 7X KINETIC REQUEST List Manager Console Manage Members Manage by List X List Name My List x New List Modify List Delete List Send Template to List Members in List ne Contact Info Val Co idemo kineticdat Displaying 1 1 of 1 Previous Next Create Member Modify Member Delete Member Se
115. eed to be modified using the Remedy Administrator tool Use the following instructions to complete these modifications These steps should only be performed by a Remedy Administrator 1 Open the form KS SRV CustomerSurvey base in your Remedy Administrator tool 2 Select Form Form Properties from the menu bar 3 Select the Archiving tab of the Form Properties dialog window 4 Select an Archive Type depending on your business rules 5 Enter KS ARCH SRV CustomerSurvey base into the Archive to Form field If you do not wish to archive attachments or diary fields check the appropriate option 6 Setthe time criteria for when you wish the actual archiving of records to occur It is recommended that this be done during non peak operating hours 7 Enter ArchiveMe ArchiveMe in the qualification field 8 Repeat steps 1 through 7 for the following base forms replacing the Archive Form name with the one listed here Table 14 Archiving Forms Base Form Archive Form Name KS ACC Attachment KS ARCH ACC Attachment Page 150 Kinetic Request User and Management Guide KS ACC Audit KS ARCH ACC Audit KS MSG Message KS ARCH MSG Message KS RQT Task KS ARCH RQT Task KS SRV SurveyAnswer KS ARCH SRV SurveyAnswer KS SRV SurveyResult KS ARCH SRV SurveyResult VIEWING THE ARCHIVE TAB Each template has its archiving settings displayed on the Archive tab of the Service Catalo
116. eescscsessesesesecscsesssseseeeeecsessesesesseeees 162 List MANAGER 163 New PISES sebbene teram dU LIMES 163 Creating a NEW LlSt i eee RR EAR ER aei 163 SInpl dHge m 164 List from Submission Results ssssssssseeenenene 165 List from Other Lists sess nnne 166 Modifying Deleting Lists sess 167 Send Request to an Entire List 167 Creating a New List Member 168 Modify an Existing Member ssssssssseseeeeeenennnn 171 Send a Survey to One or More Members sess 171 Other List Manager Functions ssssssseseeeenenererenentennenees 173 Searching for Members 173 Adding Lists to a Member 174 Viewing a Member s Surveys ccccscececesesssseseseeeseseseseeeseseseseseneneneeseens 175 Configuration Manager eres eese esee ene e eerte tn en eost nette sn enen ata 177 Web Admin Console sse nnns 177 Properties sssssssssssssesseeeeeeeeen enne enne enne entere nennen nns 178 Task Manager eee emitte e ERR ete ehe Et dte 178 Kinetic Request User and Management Guide Impolt cen Serna teer Een e E 179 d e 180 Kos HE 181 Deperidenci s 5 eere tenter RNT 182 Licensing eesesssseeseeeeeneneeneen enne eene nennen ener en
117. eld Date Format Qualification 2 Build Qualification Save Close Figure 20 Dynamic List Answer Type View Page 30 TIP In order to sort by the original value choose Request ID Option To sort by the label versus the given value choose the same field as that on the label Auto type will sort by the label even though the new value may show different answers Kinetic Request User and Management Guide Select a form from the drop down list adjacent the Form field This list includes all the forms you have acces to on the Remedy server Select a Label from the drop down list of fields on the form selected The label is what is shown to the customer Select a Value from the drop down listof fields on theform The value cooresponds to a specific label and is what is actually stored in the Remedy database If your list is going to show date time select a format from the Date Format drop down Select an Answer Mapping if desired Answer Mapping will map the answer from this question back into one of the request base fields See Answer Mapping under the section on Attachment for details As an option select a Sort Field from the drop down menu or use the same field as the label or value Note Sort Field can be but doesn t have to be the same as the value in the label 9 Click the Build Qualification button to enter qualifications into the dialog box that displays
118. elect Add New Question from the Elements selector dialog the question dialog displays E Question Dialog bobcat x KINETIC j REQUEST Question Question Answer Type E Free Text Question Label Blank Menu Label Answers Defauts Validation Style Events Advanced Text Size Text Rows Answer Mapping 20 Max Number of Characters Figure 16 Request Question Dialog Within the Question dialog you can create specific answer types defaults validate an answer or create events from this question Tabs from the questions dialog are individually explained i e Answers Defaults Validation Style Events and Advanced 1 Enter your question name in the Question field This is what will be shown on any reports that are run against this request 2 If needed enter a Question Label This is what shows up on the screen of the user It can include any HTML markup If this is not entered the Question value will be inserted here Note Click the Blank checkbox for a clear or empty label 3 When a request author is referencing a question the information in Menu Label will show in the various menus referencing this question Examples include page editor creating qualifications adding fields to a message template etc By default the question label will include the first 40 characters of the question field If you Page 24 Kinetic Request User and Management Guide
119. emplate Attach Service Item Available Attributes Configured Attributes Version Character i Character Author Character Business Unit Character Version Figure 4 Service Catalog Dialog The Service Catalog field defines the name of the catalog and must be unique Visible To Group sets the Remedy permission groups that will be able to view the catalog if you are using authentication Management Group is the Remedy group that can create or modify the service items in that catalog It is limited to one Remedy permission group while Visible To Group can have multiple groups Both fields default to Public Catalog Description is used as an internal description of the catalog and Status defines whether the catalog is Active or not Web Server URL and Display Page JSP default to the values in the Configuration Manager but can be set to alternate values if needed such as creating a web server specifically for external customers Logout Action and Template allow you to define a specific action location for the logout option if you are using authentication This is an option defined per service catalog Page 7 Kinetic Request User and Management Guide SERVICE CATALOG FUNCTIONS The five tabs at the bottom of the Service Catalog Details dialog are used to add value and change the presentation of the Service Catalog ATTRIBUTES TAB Attributes are used to add information to your catalog without having to add
120. ent Guide 4 Click the Save button if you are done editing the question If not continue on to the other tab descriptions Or 5 Click Close button if you do not want to save your data Dynamic List Dynamic Lists are questions where the list menu shown to the user is dynamically generated via a Remedy qualification This is similar to a Search menu in the AR System What is shown to the user may be different for every user including the context displayed In addition you may want to use this to reference data in other forms instead of re typing them into Kinetic Request An example of this would be a list of States Provinces It is important to note that the dynamic list is generated when the request page is displayed Therefore you cannot have dependent dynamic list menus within the same page one menu dependent on the answer to a question on the same page see the Populate Menu event for this Dynamic lists will only show unique values on the list menu so if you have two entries that are identical it will only show one 1 Select Dynamic List from the drop down list adjacent the Answer Type field 2 The Answers tab repopulates with new fields E Question Dialog bobcat fa KINETIC J REQUEST Question Question Answer Type mi Dynamic List a Question Label Blank Menu Label Answers Defaults Validation Style Events Advanced Form Label Answer Mapping X Value Sort Fi
121. ents needs to be moved to another page include the element in a section and move the section The ID column on the Service Item Description table is the sort order for all elements within a request If you sort the table and want the default order returned click on the ID column header to restore the default sort order Page 76 Chapter 4 Kinetic Request User and Management Guide EXTENDING YOUR REQUEST THE STYLE TAB Kinetic Request uses Cascading Style Sheets CSS to manage the layout of your request pages and their elements when displayed to a user CSS allows you to manage styles at different levels including Template Level Styles applied here affect anything within your template and usually correspond to an HTML tag or CSS Class Page Level Styles applied here affect a specific page Element Level Styles applied here affect the specific element A basic concept of CSS is that elements inherit the styles of anything applied at a higher level That way request authors can create default styles at the template level and then more specific styling at each element level if needed There are no default styles shipped with this version of Kinetic Request Older versions pre v5 0 included default class and HTML styles Request managers are encouraged to create their own CSS Style Sheets and then attach them either directly to the service item or include them in the displayPage jsp file Page 77
122. equest If no message template is selected catalog service items records will be created but no email messages will be sent out and the Service Item status will remain at New 5 You must now write a qualification that describes the trigger event that corresponds to the request you are working with Do this by clicking the Qualification button See Figure 99 New Integration Point Dialog for location Page 135 NOTE Keywords will include a V to conform to external qualification syntax Use drop down menu for keywords IMPORTANT It is important to create safe qualifications that do not place undue burden on your server and jeopardize performance This is especially true for batch requests As an example if you perform a batch request against the Help Desk form and the qualification is Status Closed when the batch runs every closed record would be requested possibly creating tens of thousands or more requests You should use the scheduling capabilities and multiple qualifications to split up requesting large numbers of records NOTE Filters use these qualifications and therefore should use database names of fields If there is a possibility that the field name might change you can also use field IDs in the qualification Kinetic Request User and Management Guide E KS_ACC_AdvancedQualification goat KINETIC SERVICE SUITE Advanced Qualification Current Form KS_SRY_CustomerSur
123. equests Text Text can be static or dynamic text that is looked up from somewhere else in your request For instance you could include the person s name in the request or include an answer to a previous question Images Requests can include one or more images Images may include a header image at the top of the page or images within the body or footer they can also be shared from one page to the next Copy Existing Element Elements can be copied from a service item to another Page 22 Kinetic Request User and Management Guide CREATING ELEMENTS From the Pages tab elements can be created modified and deleted Elements can also be re ordered and each page can be edited to change fonts layout and more In order to add new elements such as questions and sections to your page use the Add button from the Pages tab 1 Click the Add button 2 A dialog displays where you can select the element type you want to add Bi Select Element jester kineticdata co x Add New Question Add Page Add Section Add Text Add Image Copy Existing Element Figure 15 Select Element 3 Click the element you want to add and a dialog specific to that element displays Note Each element will be discussed separately Add New Question Add Page a Add Section a Add Text Add Image a Copy Existing Element Page 23 Kinetic Request User and Management Guide ADD NEW QUESTION When you s
124. er enne 183 Update Web Server ssssssssseseseeeeeeeenererer ennt nnne 183 Configuration Manager Tabs 185 Users TaD rensar a E 185 Configuration Items Tab etes 186 Add a Configuration Item sss 186 Modify a Configuration Item occ cccccccceceseeeseseseseseseeeseenseseseseeeseeeees 186 The Exceptions Tab entente rennen ttn tranne 187 The Aucit Tabs sector tete tite iue 187 View an Audit Item ssssssssssseseseeeeeeeneten rennen nnne 187 Web Messages Tab deett oet eene ti eene endende 188 Manage Messages Tab 188 Attribute Types Tab nnne nnne nennt 190 Pattern Tab atento etre nO RO eU n aee GU ees 191 Integration Managger s eeeeeeeeeeee eese eene teen en ena ineo toto en en atn esteso en 192 Integration Points essent ener 193 Adding an Integration Source sess 193 Delete an Integration Point 194 Requests Integrated Tab sss 195 Integrated Templates Tab sse 195 Add an Integration Template sess 195 Be We is Rc E errr etaed tetuer dta ere 196 Creating a DataSet suceden ite diete be eds 196 Data Set Mappings ssssssesseseseeeeenen nennen 198 Delete Data Set sse rete tete trennt tette nra 198 Creating Data Set Mappings sse 199 Report MANAG mee 201 CHAPTER 6 REQUEST SUBMISSION
125. ers bere Creat Date SQQ 1227 318M Requests Sabm Itted o Last S bm ksba Attrbrt hfomatbi People Training Room Reservation Request fortrak hg room Ib bkig 6 ors Creat Date AGOQ007 1155 40PM Requests Sabm ited o Last S bm ksbi Atibit hfomatbi Category Top Fe Sewke Items Create Sithco User Adda zkortdezerptioa brasers bere Creat Date Soy 24627AM Requests Sabm Itted 0 LartSibm ksibi Atrbrt liormatbi Public Improve Our Service Hep Im prove ourservice Willattomaticaly be liked to a servie Item If accezzed from a tom gt Creat Dat 208000 348 4564M Requests S ibm ttted 0 LastStbm ksba Attrbr liTormatbir Categowy Top Fre Semke Items KINETIC REQUEST Page 1ot3 Figure 166 Sample Service Catalog Details Report Page 221 Kinetic Request User and Management Guide KINETIC REQUEST 10 14 2010 Service Catalog Summary Hardware Service lem Desciptbhs Laptop Request Reqresta rew laptop Approval require d Peripheral Request PC Adda skortdezcrptioa briser bere People Seice le m Descipthe Training Room Reservation Requesttortrak hg rom h bkg Gore Create Sithco User Adda shortdescrptba brasers bere Public Service tem Desciptbs Improve Our Service He p m prove ourservice Willattomaticaly be Ihked to asemke tem accessed from atom Software Service lem Desciptbhs PC Softwere Request Requestbask PC software Template Sermice lem Template No Approval Template
126. erson 4 Enter Email Address for the backup person 5 Enter specific backup timeframe information if applicable 6 Click Save and Close Form Mappings Mappings apply to all elements on both Approvals and to an AR System Form They can be created manually or by selecting previously created forms from the Predefined Mappings list Your Administrator would set up these form mappings as part of the integration process Page 116 Kinetic Request User and Management Guide E Manage Task goat TP KINETIC j REQUEST Manage Task Template Name Desktop Request M Data Set Sithco Integrate v Sequence Integration Status Active 2000 zu Integration Name Appovl SSS Select Existing Dependant On Task re General Approvals Add 1 1 2 i FLD AssigneeGroupi Active z 1300299400 lt FLD gt Attribute 3002 Active Modify 700001810 i FLD Attribute10 700 Active 700001811 iFLDoAttribute1 1 700 Active Delete 1700001812 i FLD Attribute12 70 Active 1700001813 i FLD Attribute13 700 Active 700001814 i lt FLD gt Attribute1 4700 Active 700001815 i FLD Attribute15 70 Active 1700001816 lt FLD gt Attribute1 6 708 Active 1700001817 lt FLD gt Attributel 7 700 Active 1700001818 i FLD Attribute18 700 Active 1700001813 i FLD Attribute19 70 Active 700001 820 i pip erani 700 Active Figure 92 Form Mappings Optional Approval Method Link to Last The default view for an approver is to see only
127. etic Request User and Management Guide THE ADVANCED TAB Use the functions on this tab to further format and control your request in the following ways Override the default web server URL Change the request context kinetic request if request web component is installed alongside mid tier null if in standalone mode Override the default JSP page Attach a style sheet so that the request is formatted according to your specifications Set Custom Header Content Set a Display Name 7x KINETIC 4j REQUEST Service Catalog Console Manage Requests Service Catalo Active Service Items svsTEM DEFAULTS Tope Senviceltem Status Modified Date Last Modified B Global Search SYSTEM_DEFAULTS Template Imp Te e ew PEZ emo E Global Reporting New Modify Clone Delete Mappings Default Mappings LIBRARY Kinetic Request Image Library iNew CONFIRMATI Default Confirmation Page Re New 18 19 2010 4 Demo DATES iLocale Specific Dates Request New 18 18 2010 4 iDemo New Clone Delete Message Templates List Manager Search Type Clear Configuration Integration Manager z Service Item Details Report Manager Eee Service Item Name Type Status ouem Kinetic Task Manager Template Import IFrame Kinetic Request Template Import v New Open Anonymous Service Item Description This template is used for temporarily storing validating zip files for importing templates ae
128. for the user click the check box adjacent that selection will only render one line 3 Once Required Question is clicked the User prompt for of Help Text required field is enabled and you can enter the text displayed to a user if the question is not filled out when submitting the request PORE 4 If needed add Help Text Pattern Label could be a standard e mail Running the mouse over an image in the request will force a Help address a numeric range Text box to appear The message might be Click here for more or a URL that must fit the information pattern dot com or dot org 5 Choose a Pattern Label from the drop down menu if needed Page 41 Kinetic Request User and Management Guide Pattern Label will set a specific pattern for some Answer Types requiring a user to enter an answer that matches the pattern Some answer types will default to a specific pattern Email Integer Decimal This field can be changed if it automatically populates to a default Patterns are entered and maintained by an Administrator 6 Under the Pattern field a regular expression will appear supporting the Pattern Label You can override what has appeared or create your own to support a specific Pattern Label choice 7 Click the Save button if you are done creating your question THE STYLE TAB The Style tab allows for modification deletion or creation of multiple style properties for a question Specific options offered for modifica
129. from the Request Manager Items can switch between Active Inactive and Closed as often as needed However an item in the Active Inactive or Closed status cannot return to a New status Before changing the New status to Active be sure you are ready to deploy your request MAKE CHANGES TO AN ACTIVE SERVICE ITEM Once a service item is in an active state changes should no longer be made to it However there will be times when an active item must be changed Any changes made to an active item will be audited CHANGE AN ACTIVE SERVICE ITEM 1 Select an Active status service item from the Service Items field 2 Your item displays in the Pages tab Notice that the Add Modify Delete and Page Editing buttons are disabled Page 16 TIP Use cloning of an existing service item to create similar new service items Kinetic Request User and Management Guide Service Item Details Service Item Name Type Status srvice Ite Active Open Anonymous Service ltem Description Paaes Style Notifications Tasks Submissions Reports Sources Settings Advanced Audit PAGE Initial Page TEXT Login Info i SECTION Service Item In TEXT Service Item Na TEXT Service Item De SECTION Submitter Info TEXT Submitter Info i QUESTION Service Item iFree Text QUESTION iFirst Name iFree Text QUESTION iLast Name Free Text QUESTION iEmail iEmail QUESTION iComments iFree Text f
130. g Console which is hidden by default In order to view this tab you must set the Configuration Setting labeled Display Archive to Yes THE ARCHIVE TAB Kinetic Request uses Remedy s out of the box functionality to allow for the archiving of submitted requests Archiving of request data is done at the individual service item level so that each service item controls when its data is archived The archive tab is used to configure archiving as well as provide a quick way to see how many submissions for the selected survey have been archived and when the last time the archive process ran for the survey SERVICE ITEM CONTROLLED VS EXTERNALLY CONTROLLED Determining when data from a submitted request is archived can be done either by the service item itself or by an external application such as Remedy s Change Management If the service item is used to determine when the archiving is done you will need to provide a qualification using data from the submission An example of this would be if you wanted the data archived after the request has been completed for 90 days Page 151 Kinetic Request User and Management Guide Externally controlled archiving requires workflow to be written on the external application that sets the ArchiveMe flag on the appropriate KS SRV CustomerSurvey base record This sets the record as ready to be archived An example of this would be if you wanted all requests associated with a change ticket to be archived
131. g on the table will open the individual answer Page 121 Kinetic Request User and Management Guide amp Customer Submission goat 7X KINETIC J REQUEST Completed Customer Submission Send Message Category Template Name Sent Date Status Validation Status E Sithco IT Catalog Laptop Request 2 4 2008 8 51 48 AM Bi Completed X Completed xport Print cm Company Name First Name Last Name Sent to Don Demo info kineticdata com Bj Submission ID Submission Instance ID KSROD0000000204 AGOOOC298BC1 DE gyanR wd Answers Attributes Notifications Audit Completed Date 2 4 2008 8 51 48 AM BI PR Be Details Me s 0 H Don FreeText Score Requester Last Name Demo FreeText Requester Employee Number Demo i Free Text 0 Requester Email Address info kineticdata com Email i Memory 11GB List i Possible Score iHardrive 180GB iList i 0 Installed Software iMS Office List i E iNon Standard Software Request itest Free Text Score Submitter First Name iDon FreeText SI Submitter Last Name iDemo jFree Text iSubmitter Email finfoGkineticdata com iFree Text iValidation Status Awaiting Approval iFree Text Save Close Figure 94 Answer Detail View From the Attributes tab other request information can be seen Besides the individual attributes this includes Table 7 Completed Submission Fields Attributes Tab Field Name Description Attribu
132. ge Templates They are exported by Category Service Catalog and you may get templates you are not intending to transfer very easily The export process is also available from a link on the Advance tab for each service item You must login as a Remedy Administrator and then you will be taken to the same screen KINETIC F POWERED Administrator Console Loggedin as Demo Logout Remedy Server unicycle kineticdata com Web Server unicycle kineticdata com T Properties Task Manager Import Export Logging Dependencies Licensing Export Template Template lt Include Category Service Catalog Definition lv Include Data Set iv Include Related Message Templates by Category Figure 133 Web Administrator Console Export LOGGING Logging for Kinetic Request is done on the web server but through the Logging tab on the Web Administrator Console you can access and download the log without having to access the web server directly The top section shows the current log level and appender while the lower section shows the 200 latest entries and has a link to download the current log Page 180 Kinetic Request User and Management Guide INI POWERED Administrator Console Loggedinas Demo Logout Remedy Server unicycle kineticdata com Web Server unicycle kineticdata com Properties Task Manager Import Export Dependencies Licensing Current
133. ges Integration changes The actual information on the change that is tracked include User making the change Data time of the change Previous value Value changed to KINETIC 4j REQUEST Service Catalog Console Manage Requests Service Catalog Active Service Items Global Search Sithco IT Catalog I om Reservation Ji e Reques e Request E e Heques e 8 19 2010 4 Demo Global Reporting New Modify Clone Delete Hardware Peripheral Request PC iNew 18 19 2010 4 Demo Mossace TOT Template Template No Approval iNew 18 19 2010 4 Demo Message Templates People i Create Sithco User iNew 18 19 2010 4 Demo E List Manager Search Type 4 5 Test Template iNew 18 19 2010 4 Demo TaskNG iCreate Sithco Incident iNew 18 19 2010 4 Demo M Configuration Clear New Clone Delete Integration Manager z Service Item Details Report Manager Service Item Name Type Status Pc Software Request Software x New Open Anonymous Service Item Description Request basic PC software mi Pages Style Notifications Tasks Submissions Reports Sources Settings Advanced Audit Kinetic Task Manager Audit Information Permissions Audit Date Time Audit Summary Visible To Group Public x Management Group Public v Submission Group Public v Require Authentication Authentication Type Template Auth Template Name Vie
134. gh Manage by List or Member and selecting a member from the Matching Members table 2 Select the Lists tab at the bottom third of the screen if not already selected Page 173 Kinetic Request User and Management Guide 3 Use the Add or Remove buttons to add a member to a selected list or remove a member from a list Company Name Email Address Search Clear Matching Members Refresh First Name Last Name Contact Info Value Contact ID Company Name Company ID J Jardar Binks jarjar naboo com i i i JarJar arjar binks naboo com Old Republic Displaying 1 2 of 2 a revious Next Create Member Modify Member Delete Member Send Survey C iy SES Lists Available Lists List Name List Name Category Old Republic Arch Survey Answered 1 B a Architecture List lt lt Add Kelly Dynamic List Kinetic Data _Remove gt gt ListFromLists i Test Survey Limit iBeta Demo Unus Test List Beta Demo USA Kinetic Data Category Public Bounty Hunters iStar Wars Galactic Empire i Star Wars Close Help Figure 126 Add or Remove Lists From a Member VIEWING A MEMBER S SURVEYS View surveys associated to the member you have selected from the List Manager console 1 On the List Manager Console select the member you want to modify This can be done through Manage by List or Member and selecting a member from the Matching Members table 2 Select the Surveys tab at the bottom
135. hdata com Chesed Compkted Laptop Request Category Type at Date Chesed Date Duration stico IT Catabg Hardware 10410 2358 pm 10 40 2358 pm O Days 0 His 0 Ms 0 Secs Name Emall Address Request States Stbm kso States Dow Demo h to k he thedata com Chesed Compkted Laptop Request Category Type Creat Date Cbied Date Duration Sithoo IT Catabg Hardware 1410 259 pan 10410 259pm 0 Days O Hrs 0 Mh c 0 Secs Name Emall Address Request States Sabmkcios States Dow Demo M fof khetedata com Chesed Compkted Laptop Request Category Type Creat Date Cheed Date Duration Sitheo IT Catabg Hardware Ionio 259pm HOMO 259pm O Days 0 Hrz 0 Mhz 1 Secs Name Ema Address quest States Stbm kesio States Dor Demo M fof k h etkdata com Compkted Laptop Request Category Type Chesed Date Duration Sithco IT Catabg Hardware TOW 259pm 0 Days O Hrs O Mhs 1 Secs Name Emall Address Request States Sbm kslor States Dor Demo M fof kh etidata com Cheed Compkted KINETIC REQUEST Page lot Figure 163 Sample Requests Created Company Business Unit Report Page 219 KINETIC REQUEST Kinetic Request User and Management Guide 10 14 2010 Requests Created Person 7 Requests for info kineticdata com Laptop Request tegon Type Creat Date Chesed Date Duration Sitheo IT Catabg Hardware Iio 255pm iann 258 pm O Dayz 0 Hrs O Mhz 1 Secs Name Emall Address Request States Stbm below States Dor Demo h t
136. he answers that this submitter has entered as well as other information about the request item Request Inspectors can change answers and some request values from this screen Any changes made to the request are audited including who made the change when the change was made and what the previous value was Page 204 Kinetic Request User and Management Guide Send Message Category Survey Name Sent Date Status Validation Status Star Wars Storm Trouper Armor Request 1 15 2007 3 53 27 PM Ed Completed pe x Company Name First Name Last Name Survey sent to Export Print xj Answers Attributes Natifications Audit Survey Completed Date 1 15 2007 3 53 27 PM fl E uestion Details i i Free Text Score Weight i FreeText 0 Ind i Waist Size in i Free Text ils this approved i iList i Possible Score 0 m Score Figure 153 Completed Submission From the Attributes tab other request information can be seen See Table 7 Completed Submission Fields Attributes Tab The Notifications Audit tab includes information on notifications invites reminders and escalations that have been sent relating to this request as well as audits of any information that has been changed and a field to hold internal notes See Table 8 Completed Submissions Fields Notifications Audit Tab TASKS Highlighting a parent service item or request from the Request Submission Details wi
137. her nodes And if you click on the i icon in the lower left corner the node will flip over for you to enter values depending on the type of node it is ld utilities defer v1 4 Parameters Messages Figure 60 Node Back Details Defer Along the top of the node you can customize the name to make it relevant to your process Next to the name are the options for Visible and Defers If visible is checked the node and its message will display on the launcher If Defers is checked the node will wait for some type of response from the system before continuing along your process tree The id is a unique name for the node that is used in the task engine In the lower left corner is an icon you can link to a help page And the Save and Close buttons are in the lower right The Parameters and Message tabs vary depending on the purpose of the task that the node comes from If you hit the Edit button it will open a dialog and the pre defined values give you the following choices Page 90 Kinetic Request User and Management Guide AR Login BEBE E EB ES PR Pre defined Values v Value save J cancel _ e d Figure 61 Edit Dialog with Pre defined Values shown Application Config Values Select the Mid Tier or web server values Service Item Answers Answers from your web form Service Item Dataset Attributes for the service item Service Item Template Fields
138. his connector closes the loop and identifies the actions that are part of the loop Loop End nodes have the following options All Some or Any Page 93 Kinetic Request User and Management Guide Loop End LJ Visible V Defers ld system loop tail v1 9 Parameters Type All Iv All Some Any Figure 65 Loop End Dialog with options e All requires each instance of the loop to be complete e Some requires a number input into a separate field of loop instances to complete e Any will continue the loop as soon as any of the loop instances is complete Loop Begin nodes have the following fields Data Source holds an XML string that defines how many instances of the loop are created Loop Path is the XPath definition to the particular data for the loop Variable Name is a name that can be used in other nodes in the loop to reference the data defined by the Loop Path All three fields are required Example You want to send a request to a group of approvers Only 2 of the approvers need to approve for the request to create a ticket The list of approvers is created by a previous task and placed into the Data Source field Here is a sample list approvers email addresses lt appEmail gt lt i gt Bob acme com lt i gt lt i gt Jane acme com lt i gt lt i gt Charles acme com lt i gt lt appEmail gt Here is the Loop Path to identify the names appEmail i Page 94 Kinetic Request User and Management Guide
139. ice manager would be notified after an employee submits a request or an IT manager would be notified after an employee submits a request for a new computer From the Notifications Tab you can also create reminders Reminders are emails sent to request invitees who have not yet filled out their request For instance when a customer request has been sent to a customer and the customer hasn t filled out the request a reminder is sent after a configured period of time to ask the customer to complete the request 7X KINETIC E REQUEST Service Catalog Console Manage Requests Service Catalog Active Service tems l i Service lte Stat Global Search Documentation z Questions A New s i E Hardware New Laptop Request iNew Global Reportin New Modify Clone Delete Hardware Laptop Request Doc 8 19 2010 4 Demo Message Templates List Manager Search Type Configuration Clear ES ENS Delete Integration Manager Service Item Details Report Manager Task M Service Item Name Type Status Aunetic Task Manager Lese Teck Maraga Laptop Request Doc Hardware New x Open Anonymous Service Item Description Laptop Request Doc El Pages Style Notifications Tasks Submissions Reports Sources Settings Advanced Audit Escalations Notification Name Notification Type Notif Message Template Add Confirm with Customer Standard Modify Delete Reminde
140. ieecr ttr erbe ie tdt dnt 90 Node Basics eec t tec ee Ren te Dre E eet ine 90 Types of Tasks System Controls ssssssssseeeeees 92 Types of Tasks System Utilities sse 96 Node Connectors onsencareinesen tigro retener tn tatnen aN 101 Previous Task Creation 0 0 cccccccccccscsessessescscsesscsesesecscsesecsesceececsesecseseseees 103 Adding Task edt eere eem ovest e 103 Otialificatiofis eerte ete te rece e e 105 Mapping eee 106 Creating Mappings iioii enean ther nitidi etr nna 106 SeQuenclrig oett tortus nette ed eM oL 108 To Add a Dependent Task eeeeeeeeeeneennnnn 109 To Modify A Dependent Task eeeeeeeennenn 111 ADDtEOVali i e ete ti ao ve dere te citet ted EN 112 Add an Approval sssri siiri enne 114 BaAGKUDS e 116 FORM MappliigS iso tee co sana onk oe RARE ERR AER AR RERERC ERE ERR ETER 117 Optional Approval Method Link to Last eeeese 118 The Submissions Tab eese eee esee eese eee ee en eneneat nette tasa enata 120 Using the Submissions Tab 120 Search For Customer Request s essere 120 View a Customer Request nennen enne 121 Sending a Message isse tdt retten tetro Ern ees 124 Export Print the Request tnnnenn 124 Sending or Generating a New Request sss 125 Send a Request To a New Participant
141. includes the URL for anonymous requests if available 5 To futher customize your request files can be added from the Advanced tab The files listed in the table are the same list of files seen when adding an image element Note The Export button is for Administrators Only See Configuration for further details Table 12 Files Types Available for Adding to Your Request Available File Types Description Background Image By adding a background image this image will be tiled on the background of your request Image Images can be used within your request Typically images are added from the Pages tab by adding an image element Stylesheet Attach a cascading style sheet CSS to further control the elements in your request See Cascading Style Sheets for a list of CSS classes that can be used File Any file type that you need to be associated with the service item For example a pdf that explains one of the question choices This file will be exported with the service item Page 146 Kinetic Request User and Management Guide THE AUDIT TAB The Audit tab allows a request manager to see changes that have taken place for this request Changes that are audited include Template item changes once the status is Active Changes in New status are considered in development and are not audited Deletions of customer requests Questions and question chan
142. integration point but not immediately begin creating requests You can later change the status to active once you want the integration to start populating requests 7 Add an identifier for your integration in the Integration Name field Or 8 Select an existing integration using the Select Existing button This will open a new dialog listing the current integrations 9 Select an integration on the table and click Select The integration information will be automatically populated into the appropriate fields Page 132 Available Integrations Kinetic Request User and Management Guide mE IKS SRV InteqrationS ample KS SRV IntegrationS ample KS SRV IntegrationS ample KS SRV IntegrationS ample KS SRV IntegrationS ample KS SRV IntegrationS ample KS SRV IntegrationS ample KS SRV IntegrationS ample SHR People SHR People SHR People Buying Experience i Car Choice AL Test iDebug i Kelly T est Batch Sample Integration Status greater than 0 i Validation Sample Assigned To i Validation Sample Helga Helper i Validation S ample T om Technician i Customer Update Details i Extension Test iMichele Test Select Cancel Figure 100 Available Integrations dialog Select the form which will be the data source for this request by selecting a Form Name from the menu The forms that are listed are those forms integrated into Kinetic Request by your AR System Administrator See the Kinetic Request Integration
143. ire Event If statement if needed A selection of javascript operators is available from the drop down list Operators If Statements is addressed at the end of the Events section Select the list question to receive the new menu from the drop down field Attach Menu To The new list must go onto an already established list question Similar to creating a Dynamic List choose a Source Form Label and Value fields And similar to a Set Fileds External action you can select sort order info and max entries If you want the Get Entry filter workflow to fire on a lookup against the Remedy form check the Use Get Entry check box If you need to change the event that fires the action select a new event from the Event drop down list along the top of the dialog Page 54 Kinetic Request User and Management Guide 7 If you need to disable the event you can set the status of the event in the Status drop down list Click on the Build Qualification button to set the qualification in the Advanced Qualification dialog For the Fire Event If field on all actions there are a vaiety of pre configured option that will place the correct javascript into the field for you The following table lists all the options and gives a brief description Table 5 Event Actions If Statement Description Page is New Resolves to True if the page has not been previously submitted Page is NOT New Resolves to True when you return to
144. is saved Batch One Time A batch one time integration triggers requests to a group of people at a scheduled date and time For example Requesting all Remedy AR Users respond with the level of training they have Batch Scheduled Batch scheduled is an ongoing integration that triggers requests to a group of people For example Sending Requests to all contacts each year on a rolling 12 month basis Batch Integrations 1 If your Event Trigger is a batch schedule when this batch should run a If this is a one time batch update Select the date time schedule field Select the date and time this should run b Ifthis is a recurring batch click Schedule for the Schedule Event dialog displays Page 134 Kinetic Request User and Management Guide E KS ACC Schedule goat SERVICESUITE Schedule Event Kinetic Survey Batch Integration Occurs Daily Dai Every Day s 1 C Weekly Daily Frequency Occurs once at z C ccurs every Starting at NEED Ending at g Duration Start date 2 20 2008 EndDate El No End Date Currently Scheduled at ES Save Close Figure 101 Schedule Event Dialog 2 Enter how often you want the batch to run using the Occurs Daily Frequency and Duration sections 3 To save the schedule click Save The dialog closes 4 Select the Message Template this integration will use when inviting participants to fill out the r
145. is sent to the Approver Choose the current service item with the approval section hidden from the requestor but it would appear in the approver s version or Page 114 TIP An Approval Question might be as simple as Is this request approved The Approval Value is what constitutes a request being approved It might be simply Yes or No or Approved or it could appear in the form of a List box offering Approved Denied or Temporarily denied It could also be approved in Spanish as an example If the value equals Yes the request would be approved If it is anything other than Yes it would be considered denied or not approved and would require Denial Comments from the Approver Kinetic Request User and Management Guide Apply the approval section to a completely different template 7 Use this template for approval e Check the box for to use the same Approval template option e Uncheck the box and choose a template on which to apply the approval section 8 Choose an Approval Question See Sidebar Tip 9 Choose an Approval Value 10 Choose a Denial Comments Question If an approval is denied the Denial Comments from the Approver returns to the Task and can be used for notifying the user by displaying the information Example Your request has been temporarily delayed due to a backorder issue You will be notified when the item has been restocked We apologize for an in
146. iting to call to contact completed thereby notifying all interested parties of the changed status IMPORTANT NOTE The only time Initial Status is selected is Ud PHIBAG Figure 80 Sample of Available Integrations Task see Sequencing 4 Click the Outbound Type drop down menu and choose or Approvals ARSystem Form or External if the outbound Approvals creates and manages the status of approvals for type is something requests sent and or completed See Approval section further other than ahead ARsystem Form AR System Form automatically creates a record in the Otherwise Initial Status specified table based on mapping for Primary Tasks is set i External as supplied by your system administrator creates a automatically placeholder within this system from which designated outside systems respond and fulfill certain other tasks 5 Select a receiving Form from the Destination drop down menu Note Your Kinetic Request Administrator has selected these forms specifically for integration purposes They are not representative of the entire list available in your system Page 103 Kinetic Request User and Management Guide 6 Select Initial Status from the list if something other than the default is needed Note This information can be viewed prior to the integration of creating records Also as the process unfolds look here for other systems to send updated status informa
147. list for the Notification Type field Page 83 TECHNICAL NOTE Answers to questions are held in character fields in your AR System Therefore you cannot create a qualification such as Answerl 10 If you want to do a notification using a qualifier like this you can do so using the Notifications tab on an individual question Kinetic Request User and Management Guide Dynamic Notifications determine the recipient of the message at request submission time You configure where to get the email address by selecting a question or attribute that will hold the address Standard Notifications are notifications when the email address is static and will not change Make a selection from the drop down list for Send Email To If NotificationType is static enter the e mail address of the person to be notified If Notification Type is dynamic select the appropriate question or field from its related form from the drop down menu Select a Message Template from the drop down menu This is the format of the email that will go out to the person receiving the notification You can also select the buttons to create a new template or view the one selected See the section on creating Message Templates for more specifics Note Qualifications using fields from your request either Base information or answers will appear as FLD MenuLabel ANSWER or BASE lt FLD gt 7 8 Choose either Always or When from the Sen
148. me questions always default to the current date and time Bi Question Dialog bobcat X KINETIC REQUEST Question Question Date Time Question Label Blank Answer Type Bi Date Time Menu Label Date Time Answers Defaults Validation Style Events Advanced Text Size Answer Style Date Time Answer Mapping Clear X 20 H English Dates Full v Allow Blank Iv Show Calendar IV Display Question Value Hide Time Fields Hide Date Fields Figure 18 Date Time Question Dialog 1 Select Date Time from the drop down list adjacent the Answer Type field 2 The Answers tab repopulates with new fields 3 Select a text size Only needed if you select Display Question Value see below This sets the width of the Display Question Value field 4 Click on the drop down list adjacent the Answer Style field and select the appropriate language This refers to the list of months New languages can be added by adding new lists to the template Locale Specific Dates Survey in the SYSTEM DEFAULTS category 5 Click the Allow Blank check box to allow users to submit a blank date time field 6 Click the Show Calendar check box to display a calendar widget on your survey Page 28 Kinetic Request User and Management Guide a You can chose to hide the standard date time fields and just show the calendar widget by selection Hide Date Fields 7 Click the Display Question
149. ment Aad Attachment Modify Attachment Delete Attachment Save Close Help Figure 114 Attachments Tab and Dialog 2 Click Add Attachment and the Template Attachment dialog displays 3 Enter an Attachment Name and select the file to be attached from the attachment field 4 Click the Save button The attachment will appear in the attachments table 5 You can also modify or delete the attachment selected by highlighting the attachment and clicking on the Modify Attachment button or the Delete Attachment button CLONE A TEMPLATE 1 Click the Clone button on the main Message Template screen 2 An identical message displays in a new window 3 Click the Save button to save out the cloned messageList Manager Page 161 Kinetic Request User and Management Guide List MANAGER The List Manager is used for grouping people who may be recipients of one or more requests The List Manager is particularly useful for Groups of people who are not otherwise held in your AR System Server Groups who are surveyed repeatedly Groups of people who will test your request Groups you would like to create based on request results for future requests Clicking List Manager from the Service Catalog Console displays the List Manager Console screen NEw LISTS You can create lists in three ways A new list as a subset on another list A new list from request results
150. messages with a link to a request to be completed by the recipient these can be either anonymous or targeted and include reminders Embedded Requests Requests where the initial page of the request is embedded in the email These must be HTML formatted requests Request Notifications Email messages that are sent following the submission of a request These would include escalations to managers when a request needs attention and thank you s to request participants EN KS_MSG_Manager goat KINETIC Messaging Template Manager Messaging Templates Template Name Template Type Template Format Modified Date _7 Status Search Category HTML i Request Denied Email 2 2 2007 12 31 0 Active Appl ction LEA Embedded Approval Mes Email HTML 12 7 2007 2 11 12 Acl Search Type Embedded Template Email SHTML 12 13 2007 11 28 Act Past Submission Notificati Email iPlain Text 110 14 2008 2 52 Active Search New Template Clone Delete Template Details Message Template Name Message Template Format Mailbox Name Approval Action HTML x Category Type Dutgoing Email Address El Originating Form Message Template Type Message ID KS SRV CustomerSurvey x Email 1D000C29497A1A833DR zru5B Subject Assignee Group The following request has been submitted for approval s Public x Add Fields wi Message Template Attachments Last Name 400007500 BASE First Name 400007300 BASE
151. n Label Blank Menu Label First Name ni First Name Answers Defaults Validation Style Events Advanced Default Answer M Use Advance Default Default Lookup Form Field Name KS SRV IntegrationS ample ES First Name Use Existing Qualification x Qualification Remember quotes around local values Save Close Help Figure 26 Defaults Tab 2 Use the Form and Field Name drop down lists to select from where you would like to retrieve the defaults 3 Select the Dynamic Default Base Type If you have an answer from a previous page that you want to include in your qualification to look up a value select Answers 4 The Existing Qualification drop down list can be reused as you may need to take several defaults from the same form using the identical qualifying linking between the source and destination forms Page 39 Kinetic Request User and Management Guide 5 The Build Qualification button allows you to specify which fields on the current form link the user to the form from which you are retrieving a value Click the Build Qualification button to display the Advanced Qualification dialog B KS_ACC_AdvancedQualification goat KINETIC SERVICE SUITE Advanced Qualification Source Form KS SRV IntegrationS ample Add Fields x Current Form KS SRV CustomerSurveyResults join Add Fields UNE KBBT Haa gt LIKE AND OR NOT Qualification Category lt FLD gt A
152. nd Template to Member Help Lists Submissions Member s Lists Available Lists List Name lt lt Add Figure 120 List Manager Console Screen 4 Click Create Member The List Member screen displays Page 168 Kinetic Request User and Management Guide E KS_SRV_List_Member goat KINETIC T REQUEST New Member First Name Last Name Contact ID Email Phone Company Name Company ID Status Assignee Group Active v Public Member s Current Lists Available Lists List Name Category List Name Category Z Instance ID t 1 My Lis B IDOODC298B sad SYSTEM DEFALEKSOD505649 Remove Figure 121 List Member Screen 5 Enter data in the appropriate fields listed in the New Member dialog First Name Last Name and Email Phone are required Table 16 List Member Fields Field Name Description Last Name Enter member s last name Status Select a Status from the drop down list box Active is the default Contact ID Enter an ID for this contact This could be an account number employee ID or ID from another system First Name Enter the member s first name Email Phone Enter an email address or phone number This is the key for this record Company Name Enter the member s company name Company ID Enter an ID for this company This could be an account number or ID from another system 6 Click the Save button Page 16
153. nd is used for the identifier for the contact 6 Select one or more respondents that match your qualificiation from the Respondents table that you want to include in your new list 7 Click Use Item s The New List dialog appears see Error Reference source not found 8 Fill in the appropriate fields for your new list and click Save 9 Your new list is created with the respondents you selected attached to this list List FROM OTHER LISTS You can create lists as a subset of another existing list You may have a list that is all of your contacts and then subset other lists by department or other information 1 Clicking on List From Other Lists from the New List dialog will bring you to the Create New List dialog List Name fe Em Previou Use Item s Cancel Figure 118 New List from an Existing List Page 165 Kinetic Request User and Management Guide 2 Select an existing list from the List Name menu The members of the list appear in the table 3 Select one or more members from the existing list to add to your new list by highlighting them in the members table 4 Click Use Item s The New List dialog appears see Error Reference source not found 5 Fill in the appropriate fields for your new list and click Save 6 Your new list is created with the respondents you selected attached to this list MoDIFYING DELETING LISTS Use the Modify List and Delete List but
154. nd its mappings help both the AR System Administrator and Users to work with Kinetic Request Kinetic Request includes 64 generic attribute fields for every customer request created These attributes will get used in message templates in request text in qualifications and reporting If they were left as generic field names it would be difficult for you or your users to remember what type of data is in Attribute6 or Attribute62 To solve this problem Kinetic Request includes the concept of Data Sets Data sets are nothing more than handy labels for the fields you use within a request Menus that reference these fields use the data set name for a field rather than the generic name So rather than seeing Attribute62 on a field menu your users will see Department or other useful name that you give it A request can have only one data set However in your entire Kinetic Request application you will likely have a number of data sets Some data sets will apply to many different requests others will be specific to one If no Data Set is selected by the Request author the SYSTEM_DEFAULTS Data Set will be used While creating a Data Set for a specific integration that you have constructed it is a good idea to have the filter you created to reference what fields from your originating system are pushed into fields on Kinetic Request CREATING A DATA SET 1 Open the Integration Manager from the Integration Manager link on
155. nded m me e iv ODBC Use Underscores Cancel Figure 158 Report Server RUNNING REPORTS Running reports can be done in two ways Running reports from the Reports tab on the Service Catalog Console will run reports specific to the Request Template you are working with Running a report from the Global Reporting Dialog allows users to run reports across requests To access the Service Catalog Console see Accessing the Request Manager RUN A REPORT 1 Access the Request Manager Page 211 Kinetic Request User and Management Guide 2 Highlight the name of the request template 3 In the Service Items Description section of the screen select the Reports tab The list of reports appears 4 Highlight the name of the report to run A description of that report appears along with a thumbnail of the report 5 Click Run Report The report will run against all of the request responses for the highlighted items ADVANCED REPORT CONSOLE The Advanced Report Console allows users to run the standard reports but with additional parameters OPEN ADVANCED REPORT CONSOLE GLOBAL 1 Access the Request Manager 2 From the left column select Global Reporting 3 The Advanced Report Console displays OPEN ADVANCED REPORT CONSOLE SELECTED REQUEST TEMPLATE 1 Access the Request Manager 2 Highlight the name of the request template 3 In the Service Item Details section of the screen select
156. ndow allows for the viewing of Tasks affiliated with the particular request item See Task window at the bottom of the screen Different messages appear as waiting on approval or an approval has been accepted etc If the task option Use Kinetic Task Engine is checked for that service item the Task table and associated buttons and text are hidden and a Kinetic Task Manager button is visible Page 205 Kinetic Request User and Management Guide Request Submission Manager Search E im Jp Tee F REQUEST J Request Submission Manager Console Service Item Service Item Description Star Wars E mpire Storm Trouper Armor Request Form x Clear Storm Trouper Armor Request Form mi Request Submission Details Submissions Advanced Search Reports Admin Search Show All zj o Search Clear Survey Sent Date Last Name First Name Status Validation Status Emai Phone Company Name Score A VieuiConplela 1 3 2007 9 36 24 Completed 1 3 2007 8 56 55 Completed 0 1 3 2007 9 58 Completed D Send New 1 3 2007 10 05 4 Completed D 1 3 2007 10 14 0 i Completed 0 Re Send 1 3 2007 10 234 Completed 0 1 3 2007 10 25 4 Completed D 1 3 2007 10 2 Completed n Delete 1 3 2007 10 3 Completed 0 1 3 2007 10 321 Completed D 1 3 2007 3 07 54 Completed D 1 3 2007 4 54 0 Completed Cor d View Modify Resend Displaying 1 4 of 4
157. nfigure archiving for the specific service item Page 21 Kinetic Request User and Management Guide THE PAGES TAB The Pages tab displays information on the e ements that make up your request These elements include Pages Pages come in three types the Contents Review Request and a Confirmation page All of the elements below reside on a page Contents pages include questions and other elements including a Submit button At least one contents page is required for a request Review Request pages hold read only copies of either previous pages on the same request or requests from other service items They can also have questions on them This type of page is useful for reviewing data or approval requests Confirmation pages do not include questions or a Submit button but can include text and images A confirmation page is not required If a confirmation page is not included the default confirmation page will be used Sections Sections are groupings of other elements that can include questions text and images They are useful for events as entire sections can be hidden or shown without having to hide or show individual elements Sections are not required for a service item Questions Questions are the reason for any request Questions can include different answer types defaults dynamic lists and events See the add new question section for more information You can create new questions or copy questions from other r
158. ng Dependencies Licensing Import Template Template Import File Upload Attachment Mozilla Firefox DER E http unicycle kineticdata com 8080 kinetic resources uploadFile html File upload Attachment Browse Clear Open Notebook M Figure 132 Web Administrator Console Import Dialogs Importing allows you an easy way to move survey templates from your development test Q amp A environments to your production environment You can also revert back to a previous version of a service items by re importing older versions EXPORT The export tab allows you to make a zip file of your service items that can be imported onto another install of Kinetic Request using the Import tab 1 5 Select the template from Template drop down that you want to export Place a check defaulted for Include Category Service Catalog Definition if you want to export that information Place a check defaulted for Include Data Set if you want that information exported Place a check for Include Related Message Templates by Category if you want to include that information Click the Submit button Be careful what information you include with your survey template because it will overwrite any current information on the destination for the Page 179 Kinetic Request User and Management Guide import The most important selection here is the third option relating to Messa
159. ng by clicking Save 11 Repeatthis process for each field that needs to be mapped into the Data Set Page 199 Kinetic Request User and Management Guide REPORT MANAGER The Report Manager allows Crystal or Remedy report developers to attach new reports to Kinetic Request or to save existing reports to be modified The reports found in this manager are then shown to the viewer on the Reports tab or Advanced Reporting Console This dialog can only be accessed by a Remedy Administrator ER KS_RPT_Manager goat Search Category Clear Delete Report Details Report Name Report Type Application Open Requests Crystal x Kinetic Request Bl Report Set Name Locale Category Open Requests x x Form Name Server Assignee Group KS_ROT_Customers urvey Task join goat kineticdata com Public x Bi Report Description This report has a breakdown of the requests for a Template The report Groups by surveyT emplatelnstancelD but displays the Bi Report Qualification ApplicationN ame Kinetic Request AND Request Status Closed AND surveyTemplatelnstancelD SurveylnstancelD m Date Range Report Date Range Field ID Yes M 700001289 x Open R 128 KB Report lOpen R 13 KB Report T Save Close Figure 151 Report Manager You can view each report by selecting it in the Reports table at the top of the form Page 200 Kinetic Request User and Management Guide Chapter 6 RE
160. ns to easily change an image on an individual request or on all requests at the same time ATTACH A NEW FILE 1 Click Add Image from the Element selector dialog The Add Image dialog displays E Image Dialog bobcat x KINETIC REQUEST Available Images Choose from My Images Image Library AttachmentT ype Preview Selected Image Details Style Events File Name File Description SithcoHeader gif Sithco Demo Banner Image Label Alternate Text Sithco Demo Banner Sithco Demo Banner Help Text HyperLink URL Image ID ks D00C238C3351GNhuT Aw Sh8SAmxQA Figure 46 Add Image Dialog Page 70 Kinetic Request User and Management Guide Click the New File button to attach a new image to this request The New Attachment dialog opens You can also use the Attachment Library to select an image used in another request rather than uploading a new one This is accomplished by clicking the Attachment Library radio button Note If an image is used multiple times within a template it only needs to be attached once KS_ACC_ATT_Manager goat KINETIC SERVICE SUITE Attachments Form FormlID KS SRV SurveyTemplate KS D0C23B822418Jz1RQJfbOBOqg Attachment Type Category Image Samples x File Name _ Max Size Attach ta Attachme Attachment Description File Name peeo Figure 47 Attachments Dialog while Adding a File 3i 4 Right click underne
161. nswers for individual requests Service Items by Volume Includes a Cross tab will display a Count of the number of Requests and Approvals per Service Item Requests and Approvals Closed by Month Graphs Displays a Graph using the Request Closed Date and displays how many Requests and Approvals were closed each Month displays the 1st day of the week Requests and Approvals Closed by Week Graphs Displays a Graph using the Request Closed Date and displays how many Requests and Approvals were closed each Week displays the day of the week Page 217 Kinetic Request User and Management Guide Report Name Description Requests and Approvals Closed by Year Graphs Displays a Graph using the Request Closed Date and displays how many Requests and Approvals were closed each Year displays the Month and Year Requests and Approvals Created by Month Graphs Displays a Graph using the Create Date and displays how many Requests and Approvals were Created each Month displays the 1st day of the week Requests and Approvals Created by Week Graphs Displays a Graph using the Create Date and displays how many Requests and Approvals were Created each Week displays the day of the week Requests and Approvals Created by Year Graphs Displays a Graph using the Create Date and displays how many Requests and Approvals were Created each Year displays the Month and Year
162. nto your service item based upon data entered by the requestor Requestors are only allowed to move ahead in the request with page branching to go back to previous pages see the steps for Previous Button above E Page Dialog bobcat KINETIC T REQUEST Detail Branching Style Events Page Type Contents Confirmation Review Page Name Page ID Initial Page KS000C238C3351XIhk TAOel5H wQ wA 1 Select Destination Page 2 Branching Description Available Page Tye Go to Review zl page 2 Contents m Review Page i Review 3 Create Destination Qualification Confirmation i Confirmation Branch when 7 i oru text ANSWER FLD Go To Review BI Next Page Name Description Options0Order 7 Modify Delete Figure 39 Add Page Branching Tab 1 After clicking the Branching tab select a destination page from the table 2 Enter a descriptive name for this branching 3 Click the Branch drop down e Select Always if you want the branching to happen every time e Select When if you want to setup your qualification using the Advanced Qualification dialog Page 60 TIP Any style applied at the Page level will only affect that page Kinetic Request User and Management Guide 4 Click Save You can have several branching qualifications on the same page Enter them individually and then order them with the Up and Down buttons To modify an already crea
163. nts Confirmation or Review Details of each type of page are below 3 Enter a Page Name in that field If this is a newly created service item the default is Initial Page Page 58 Kinetic Request User and Management Guide Enter a button value in the Submit Button Value field if you selected the Contents radio button If you selected the Confirmation radio button then the Submit Button Value field is greyed out If you select Review as the Page Type then the Submit Button Value field is set to the default value from the Configuration item and the Enable Previous Button is selected and the Previous Button Value is set to Modify If desired check the box for Enable Previous Button and enter a name for the button If you have a separate display page jsp that you want to use for individual pages enter that value in Display Page JSP or pick one from the drop down list The list of jsp files is the same as on the Advanced tab of the service item If you want to enable a Back or Previous button check the box next to Enable Previous Button You need to enter a value in the Previous Button Value field and select an alignment from the Button Alignment field If you want all answers on a page to be Deleted when you use the Back button functionality check Clear Answers Click the Save button Page 59 Kinetic Request User and Management Guide PAGE BRANCHING Page branching allows you to skip ahead to pages farther i
164. o k h etidata com bred Compkted Laptop Request tegon Type Creat Date Chesed Date Duration Sitheo IT Catabg Hardware Modo 2 55pm io 255pm D Days O His O Mhs 0 Secs Name Emal Address Request States Stbm ke lor States Dor Demo hto khetedata com Chesed Compkted Laptop Request Cateqon Type Creat Date Cbsed Date Duration stico IT Catabg Hardware Ioa 259pm 1ONWIG 259pm O Days O Hrs 0 Mhz 0 Secs Name EmallAddress Request States Stbm ks low States Dor Demo hfo khetedata com Chesed Compkted Laptop Request tegon Type Creat Date Chesed Date Duration Sithco IT Catabg Hardware iono 259pm OMA 259pm O Dayz 0 Hrs O Mhz 1 Secs Name Email Address Request States Sbm ks lor States Dor Demo h fo kh etkdata com Chesed Compkted Laptop Request Cateqon Type Creat Date Chesed Date Duration Sttico IT Catabg Hardware ioi 259 pm 10410 259 pm O Dayr O His O Mhz 1 Secs Name Emal Address Request States Stbm ke los States Dor Demo h to k heticdata com Cbied Compkted KINETIC REQUEST Page tora Figure 164 Sample Requests Created Person Report KINETIC REQUEST 10 14 2010 Requests Created Template Laptop Request Name Dos Demo Category Type Creat Date Closed Date Duration Sittco IT Catabg Hardware Monto 258pm Ioen 255pm 0 Days 0 His O Mhz 1 Secs Name Emall Address Request States Sabm clo States Doi Demo hto k heticdata com Chesed Compkted Laptop Request Category Type Creat Date Chesed Da
165. o see all the Service Items for the selected Catalog click the Clear button Details of the item selected from the table display in the lower half of the form Page 13 Kinetic Request User and Management Guide CREATING A NEW SERVICE ITEM Access the Service Catalog Console 1 At the bottom of the Service Items table on the Service Catalog Console click the New button The New Service Item dialog displays Bi New Service Item goat KINETI e c z a REQUEST New Service Item Service Catalog Type Service Item Name Change X Service Item Description El V Allow Anonymous Save Cancel Figure 10 New Service Item Dialog 2 The Service Catalog is defaulted to the current Catalog it cannot be changed 3 In the Type field enter a type or select one from the drop down list Types are specific to an item and are not mandatory 4 In the Service Item Name field enter a name for this item The combination of Service Catalog and Service item name must be unique 5 The Service Item Description field allows you to enter a short or lengthly description for this item If you select the ellipses adjacent to the field a dialog displays for you to enter more data Allow Anonymous is checked by default This setting is ideal for testing your Service Item during design and development and is the normal state for Service Items in Kinetic Request Targeted Service Items the alternative to Anonymous
166. o to each individual server to stop and start Tasks for that server Service Kinetic Record Poller Current Status RUNNING Change Status Stop last 200 entries latest entry first 2009 01 02 13 12 04 238 Task manager found no items to process 2009 01 02 13 11 04 186 Task manager found no items to process 2009 01 02 13 10 04 133 Task manager found no items to process 2009 01 02 13 09 04 081 Task manager found no items to process 2009 01 02 13 08 04 028 Task manager found no items to process 2009 01 02 13 07 03 976 Task manager found no items to process 2009 01 02 13 06 03 923 Task manager found no items to process Figure 131 Web Administrator Console Task Manager IMPORT From this tab you can import service items that have been exported from other installs of Kinetic Request 1 Click on the Load button 2 Browse to the file that you want to import 3 Click the Upload button and the file will be copied up to your web server 4 Click the Import button button and the file is imported into your install of Kinetic Request At anytime before you click the Import button you can cancel with either the Clear or Cancel buttons Page 178 Kinetic Request User and Management Guide KINETI ap Administrator Console Logged in as Demo Logout Remedy Server unicycle kineticdata com Web Server unicycle kineticdata com Properties Task Manager Import Export Loggi
167. offers the opportunity for submitters to make MULTIPLE choices from the list b A List Box offers choices in the form of a menu c A Radio Button will only allow users to make a SINGLE choice from the elements in the list 5 Select Justification Horizontal or Vertical to determine the presentation of the list applicable to only Check Box and Radio Buttons Page 37 Kinetic Request User and Management Guide If you click the Apply Not Applicable check box then the N A Value field populates This value can be overriden if needed Select an Answer Mapping if desired Answer Mapping will map the answer from this question back into one of the request fields See Answer Mapping under the section on Attachment above for details Click the Save button if you are done editing the question If not continue on to the other tab descriptions Click Close button if you do not want to save your data Page 38 Kinetic Request User and Management Guide THE DEFAULTS TAB The Defaults tab allows you to specify a hard coded default or a dynamic value into the question field Enter a Static Default Value 1 Select the Defaults tab 2 In the Default Answer field enter the default value for this question Enter Advanced Dynamic Default 1 Select the Use Advance Defaults check box The Default Lookup fields will become available KINETIC j REQUEST Question Question Answer Type First Name mi Free Test X Questio
168. omatically added as a drop down list under the Fire Event If field This Value NOT Equal to How you check to see if the answer on the question the event fires on is NOT equal to a certain value If the question is answer type list the selection of possible values is automatically added as a drop down list under the Fire Event If field Page 56 Kinetic Request User and Management Guide THE ADVANCED TAB The Advanced tab displays corollary information regarding your question for example the ID of the question or request instance Typically these values do not need to be changed 1 Click the Advanced tab E Question Dialog goat mY KINETIC REQUEST Question Question Answer Type Customer First Name Bj Free Text Question Label Blank Menu Label First Name Bi Customer First Name Answers Defaults Validation Style Events FieldMapNumber 2 I DoNot Map Survey Instance ID KS000C288BC1DE 1AEURw8UgrhgvS 8B Question Instance ID KSO00C298BC1DE6qUuRwSUC7hgsDAB Intemal Id Save Close Figure 37 Advanced Tab 2 The Field Map Number displays in the FieldMapNumber field which you can alter by using the adjacent up or down arrow keys The FieldMapNumber is used to map the answer to the question into a field on the KS SRV SurveyResult form For instance when the FieldMapNumber 1 a customer s request answer will get mapped to the Answer Viewer 1
169. on The Tasks dialog displays E Manage Task goat KINETIC REQUEST Manage Task Template Name PCSotwaeReqes v Data Set svsrEM DEFAULTS gt Sequence Integration Status acie gt MN zi Integration Name Supervisor Approval Select Existing Dependant On Task MEME al Approvals Mappings Outbound Type Approval vi Destination ks s RV CustomerSurvey base x Initial Status Initial Message In Progress v Waiting for approval E Submission Status on Completion Approved Run Always Y Figure 79 Manage Task Dialog 2 From the drop down menu select an Integration Status Active Inactive Delete or Clear It is possible to select multiple integrations using a sequencing process See the following section Sequencing for more information Page 102 Kinetic Request User and Management Guide 3 Under Integration Name type a name useful to a user or click Select Existing Note The Select Existing button offers established integrations and all accompanying information Available Integrations EXAMPLE om Name Event Name IKS SRV IntegrationS ample Create Sample Ticket KS SRV IntegrationS ample iJoy Test If Joe called Judy as an item KS SRV List Manager Import Add To Applicant Mailing List from a Manual task request KS SRV List Manager Import tAdd To Applicant Mailing List Manual Call Manager for Approval he would change the Initial Message field from wa
170. on back into one of the request base fields See Answer Mapping under the section on Attachment for details 6 Select Justification Horizontal or Vertical to determine the presentation of the list applicable to only Check Box and Radio Buttons 7 If you select the Apply Not Applicable check box the N A Value field auto populates You can override this label with another value if needed Page 35 TIP To add space between your horizontal radio buttons add one or more amp nbsp HTML for a space Kinetic Request User and Management Guide 8 Add a value for your list in the Menu Value field If you do not want to manually set a Score Order or Label you can hit return to have this value added to the list 9 Add a label for this value if you want the label to be different than the value The label can contain a value HTML markup such as an image link or a combination 10 Adjust the score to represent the score for this List item 11 Adjust the Order to select where your Menu Label displays as shown in Figure 24 Menu Label with Order and Score Fields For example if you want your new Menu Label to be the fifth choice enter five 5 in the Order field 1 i Minnesota IMN EI 2 i Wisconsin iwl i2 Figure 24 Menu Label with Order and Score Fields 12 Click the Save Choice button and the Menu Label displays in the Choice box along with your selected order and score 13 Click the Clear Choice button to
171. on of the Service Catalog Console Pages Tab Allows you to create questions add images and text to your items and edit the look and feel of the Service Item The Style Tab Allows you to manage style information for your entire Service Item The Notifications Tab Allows you to create escalations to send to managers or others monitoring a request when a request is submitted Also allows you to create reminders to send to request invitees when they have not filled out a request after a particular period of time Tasks Tab Allows users to configure tasks or actions to happen on submission of this form such as creating records or approvals Page 20 Kinetic Request User and Management Guide Submissions Tab Allows uyou to check on the status of requests Reports Tab Allows users to run reports against completed customer requests Its functions are described in Request Reporting Sources Tab Allows you to configure integrations from other Remedy applications connected to this Service Item Settings Tab Allows you to configure other attributes related to a service item such as version business unit and other configured attributes Advanced Tab Allows additional formatting of your request as well as additional advanced features The Audit Tab Allows you to view the changes to the request template including the change person making the change and the date time Archive Tab Co
172. on on styles Styling can also be done via page editing To quickly hide or remove the element select either Hidden or Removed from the Hide Remove drop down Page 68 Kinetic Request User and Management Guide E Dynamic Text Dialog goat 7X KINETIC REQUEST Dynamic Text Details d E Events Text Label CSS Style Class Hide Remove Service Item Description x Style Identifier Add Modify Delete Properties 11 If needed select the Events Tab and enter any event information that should be applied to this text See the events section under Add Question for more information on events Figure 45 Text Element Style Tab 12 Click the OK button Your qualification will be saved back to the Text element dialog 13 Click Save to save your new Text element Page 69 NOTE My Images are those file images attached to the current request Image Library holds a list of file images shared by all templates TIP Click Preview to view an image of a highlighted file Kinetic Request User and Management Guide ADD IMAGE Images are a great tool for enhancing service items They must be ina web suitable format such as JPG GIF or PNG Upload new images or use existing images from the Kinetic Request Attachment Library Before adding or modifying an image ask yourself if the image could be applied to one template a few templates or all templates This step facilitates future decisio
173. ond 8 Repeat steps until all needed elements are added to the Destination Template Note A page cannot be added in the middle of another page New pages will fall immediately after the page selected MODIFYING AND DELETING ELEMENTS While on the Pages tab you can modify and delete elements as well as edit pages and rebuild your layout MobiIFY EXISTING ELEMENT You can modify an existing element by highlighting the question image or other element and clicking the Modify button or by double clicking on the element in the table The appropriate dialog box displays Make your modifications on that screen and then select the Save button For example modifying an existing question is identical to adding a new question DELETE EXISTING ELEMENT 1 Highlight the element 2 Click the Delete button 3 Click the OK button when prompted with the dialog MOVING ELEMENTS Elements can be moved using the Up and Down buttons adjacent to the Service Item Description table Page 75 Kinetic Request User and Management Guide In multi page requests pages can be moved Moving a page will move all elements within that page Sections can be moved within a page and between pages Moving a section will include all elements included in that section When moving sections be aware that what is recognized as the end of the section may change Questions Text and Images can be moved within a page If one of these elem
174. organization may want to include on a request are version owner business unit involved the priority in which they appear on the Service Catalog page and many others EXPIRATION DAYS SETIING To enhance the ability to receive completed requests in a timely manner you may set an expiration value for your requests that are sent to customers The default time for expiration days is 30 If your user tries to submit a request after the configured days a message will be sent to them stating that the request has expired Note Only requests sent after this value is set will receive an expiration date Requests already sent will not be affected If a request is re sent the expiration date will be reset as well T REQUEST Service Catalog Console Manage Requests Service Catalog Active Service Items T Global Search svsTEM DEFAULTS Template Imp Template Import IFrame Kinet New LIBRARY Kinetic Request Task Icon Libr New Global Reportin New Modify Clone Delete Mappings Default Mappings New i i Message Teammates LIBRARY iKinetic Request Image Library iNew 18 19 2010 4 De Message emplates i i i yi CONFIRMATI Default Confirmation Page Rei New 18 19 2010 4 Demo List Manager Search Type DATES iLocale Specific Dates Request New 18 19 2010 4 iDemo Configuration Clear New Clone Delete Integration Manager Service Item Details Report Manager PES Servi
175. orm information the Validation Status can be changed which can also trigger new notifications The Completed Submission form includes the following fields Table 6 Completed Submission Fields Main Fields Answers Tab Field Name Description Main Fields Answers Tab Category The request category Request Name The name of the request Sent Date The date the request was sent If the request was resent this date is the most recent request sent date Status The status of the request Company Name Participant s company name For anonymous requests this field is blank First Name Participant s first name For anonymous requests this field is blank unless a question was mapped to this field value See Add New Question Last Name For anonymous requests this field is blank unless a question was mapped to this field value See Add New Question Request Sent To E mail address that the request was sent to For anonymous requests this field is blank unless a question was mapped to this field value See Add New Question Score Score of the request itself Possible Score The highest score a respondent would receive for those questions that they completed This possible score does not include questions answered with a Not Applicable value Score Score Possible Score Answers Table This table field includes all the answers that have been completed for the request Double clickin
176. ow beforehand who will be filling out the request They are also useful for testing a request prior to sending it out to a wider audience which may be targeted The Open Anonymous button is only enabled if Allow Anonymous is checked on the Advanced Tab of the request manager By default all new requests have this checked to make it easier to test You can open an anonymous request by clicking the Open Anonymous link Page 128 Kinetic Request User and Management Guide THE REPORTS TAB The Reports tab allows you to choose a report and run it for the currently selected request Reporting is discussed in it s own chapter See Request Reporting Page 129 IMPORTANT Before using the Sources tab functions your AR System Administrator must create the background workflow that allows Kinetic Request to use your originating form s data See the Kinetic Request Integration Manual for more information Kinetic Request User and Management Guide THE SOURCES TAB Kinetic Request can be integrated to one or more forms or applications on your AR System Server Part of this process is linking your forms to Kinetic Request with shared and form specific workflow This is performed by an AR System Administrator Each form integrated is considered a Data Source Once this process is completed a request manager can then use these data sources to trigger requests by configuring integration points to incorporate re
177. pers or type in changes for style Type Selector and Properties See Figure below Page 78 Kinetic Request User and Management Guide E StyleDialog goat Edit Style Style Type css Class Y Style Selector questionLayer Style Properties margin 2px Bl padding 3px width 5022 Helpers Figure 51 Style Type Selector and Properties 3 Click Save and Close DELETE A STYLE 1 To remove a style click Delete CASCADING STYLE SHEETS PREDEFINED STYLES The following is the list of CSS styles created when the HTML for elements is created These classes are available for use with your own style sheets Table 5 Kinetic Request Pre defined Style Sheet Classes Element to Modify CSS Class Entire Page pageQuestionForm on the form tag Question Layer entire questionLayer question Question Name questionLabel displayed to the User Answer Layer input questionAnswer HTML tags Page 79 Kinetic Request User and Management Guide Element to Modify CSS Class Answer Value labels fr list type elements answerValue Specific to list answer check box type in the div tag that surrounds the input tag for the individual check box item answerCheckbox Specific to list answer type with radio buttons inside the input tag for the option answerRadio Specific to list answer with list box in the select tag that encloses the list o
178. phs October 2010 D Approval B Request Count of Requets and Approvals 1000010 Create Date by First Day of the Week 10102010 3 7 Total 3 1 KINETIC REQUEST Page 1012 Figure 173 Sample Requests and Approvals Created by Month Graphs Report ZW KINETIC q REQUEST 10 14 2010 Requests and Approvals Created by Week Graphs 10 10 2010 m 6 o amp s Bou k m Pequest F3 3 d 5 c t o 1 Thursday Create Date by Day of Week Request Approval Tota eum eT Tota 4 3 7 KINETIC REQUEST Page 1072 Figure 174 Sample Requests and Approvals Created by Week Graphs Report Page 226 Kinetic Request User and Management Guide 7W KINETIC E REQUEST 40 44 2010 Requests and Approvals Created by Year Graphs 2010 T 6 3 a 5 a 2 2 4 I B Approval E B Request v 3 g d 5 E o B s Create Date by Month and Year October 2010 B 3 7 Tota 3 7 KINETIC REQUEST Page 1072 Figure 175 Sample Requests and Approvals Created by Week Graphs Report Page 227 Kinetic Request User and Management Guide Lafi C C Or8 TaR Y R T IERAAAARRRRRRAAAIrNB SSSNhHVU De Dols f GAGA p 10 104 wC bo n 1hDD n DDhi54 De Dols f GAGRe 107 10V M 1hDD F DDhI85A De Doh f GA GA p 107 10 n 1hDD m DDh524 De Dol tA GA GRe 10 107 n 1h00 F DDh524 De Dols f GAGA p 107 107 n 1hDD m DDh544 De Dol f G amp GR e 10 1064 wo ho n 1hDD R DDhi5A n 1hDD FIM DDhI5A De Doh f GA
179. populates with the category and name of the request template on which you are currently working First Name Request participant s first name Last Name Request participant s last name Company Name Request participant s company name E mail Request participant s e mail Originating Form If this request originated in another system include the name of the system application or form here Originating ID The ID from the originating system identified in the Originating Form field Attribute 1 through 5 Attributes hold information regarding your interaction with the participant for later reporting Message Template The message template to use Internal Notes Add such notes as participant Page 125 Kinetic Request User and Management Guide Field Name Description follow up information 6 Click the Save button 7 To immediately send a message to the participant click Send amp Save 8 To not save click the Close button RESENDING A REQUEST TO A PARTICIPANT SEND OR RESEND A REQUEST TO SELECTED PARTICIPANTS 1 Search for one or more request participants on the Submissions tab 2 Highlight those recipients to send resend to 3 Onthe right side of the Service Item Details section click Re Send Select a 1 Messaging Template Application Search Category Kinetic Survey x Validation te emplate Name
180. ption This template is used for temporarily storing validating zip files for importing templates Pages Style Notifications Tasks Submissions Reports Sources Settings Advanced Audit Triggers Event Name Form Name Trigger Process Status Message Template Add Modify Delete Data Set SYSTEM_DEFAULTS Save Help Figure 98 Sources Tab TRIGGERS Create Modify or Delete Triggers 1 Access the Service Catalog Console 2 Highlight the name of the service item 3 Select the Sources tab 4 The table Triggers contains integration qualifications from forms into the current request selected 5 To create a Trigger click Add or click Modify if you wish to change an existing integration point The New Integration Manager dialog opens Page 131 Kinetic Request User and Management Guide E KS_SRV_IntegrationManager goat KINETIC A REQUEST Integration Manager Survey Name Template Import IFrame Kinetic x Data Set SYSTEM_DEFAULTS Integration Status atve z Integration Name Select Existing Form Name FO x Category Type NEN Trigger Process I x Message Template FO x View Modify New Template Qualification Po Qualfication Clear Save Close Figure 99 New Integration Point Dialog 6 Select an Integration Status Active To immediately begin creating requests from your integrated form Or Inactive to create the
181. ptions answerSelect Date question Year input dateYear Date question Month list dateMonth Date question day list dateDay Date Time question Year dtYear input Date Time question dtMonth Month list Date Time question Day dtDay list Date Time question Hour dtHour list Date Time question dtMin Minute list Date Time question dtAMPM AM PM list Page Layer first div tag templateContent inside the form Page 80 Kinetic Request User and Management Guide Element to Modify CSS Class Image Layer div tag that encloses the img tag imageElementLayer Image itself inside the img tag imageElement Section element inside the div tag for the section templateSection Dynamic Text inside the div tag for text elements dynamicText Submit Button Layer entire button layer templateButtonLayer Submit Button inside the input tag for the submit button for the page form templateButton Table represents the pre defined Style Sheet Classes used within Kinetic Request Page 81 Kinetic Request User and Management Guide THE NOTIFICATIONS TAB From the Notifications tab of the Service Catalog Console you can create escalations that will notify people or groups after a request submission This functionality is also now available through the Task Builder This could include situations where a serv
182. ptions errors users may have experienced while submitting a request via the web Date type severity and description areas are offered describing the exception or error amp S_SRV_ConfigurationManager bobcat X KINETIC J REQUEST Application Web Admin Console Kinetic Request x Update Web Servers Web Logging Level E Apply Exception Date Exception Type Severity Set to Handled 4 15 2010 7 48 31 PM Survey Servlet 4 16 2010 2 36 03 PM Survey Servlet Description 4 15 2010 2 55 42 PM Survey Servlet 4 19 2010 6 09 20 PM Survey Servlet 4 19 2010 6 16 15 PM Survey Servlet 4 19 2010 7 27 27 PM Survey Servlet 4 20 2010 6 2215PM_ Survey Servlet 4 20 2010 6 22 16 PM Survey Servlet 4 20 2010 6 2217 PM Survey Servlet 4 20 2010 6 22 17 PM Survey Servlet 4 20 2010 6 22 18 PM Survey Servlet 4 20 201052219PM Survey Servlet Close Figure 139 Exceptions Tab Configuration Manager The exceptions tab also allows you to view and change the logging level on the Kinetic Request web component By changing this value it changes which messages are actually logged in real time for your web component This allows logging level changes without restarting your web server Log files are accessible from your web server in the Kinetic Request directory THE AUDIT TAB The Audit tab on the configuration manager allows you to view which request templates that have been deleted and by whom V
183. quests into your business process This is done via the Sources Tab on the Service Catalog Console In order to view this tab the request manager must be a part of the Request Integrator group From the Sources tab of the Service Catalog Console the following can be established TRIGGERS An Integration Point is a combination of a data source an AR System form a qualification to indicate when to trigger this request and what type of trigger mechanism event batch or active link You can also set up schedules for batch style integrations Page 130 Kinetic Request User and Management Guide Service Items T Manage Requests Service Catalo Active Global Search SYSTEM_DEFAULTS Template Imp Template Import IFrame Kinet New 8 Global Reporti LIBRARY iKinetic Request Task Icon Lil i Breuer New Modif Clone Delete Mappings Default Mappings i B jj Message Tem SEE _New Modis re Dee LIBRARY _ Kinetic Request Image Library iNew 18 19 2010 4 iDemo Message Templates CONFIRMATI Default Confirmation Page Rei New 18 19 2010 4 Demo List Manager Search Type DATES Locale Specific Dates Request New 18 19 2010 4 iDemo rft Ger es cone Dee Integration Manager Service Item Details Report Manager Kies TERM Service Item Name Type Status iq Tum pel lat tenana Template Import IFrame Kinetic Request Template Import New pen Anonymous Service Item Descri
184. request the available Data Sets will be displayed on the first tier of the menu and the fields associated with that data set on the second tier of the menu 4 OR 5 If you are designing a Post Survey Notification You will have both Base values and Answers available from the Field to Add drop down list 6 If your field is a Remedy Date Time field in the Date Format field make a selection from the drop down list 7 Click the Set button and your selections displays in the Cut and Paste field Then you can cut and paste the value into the desired location in your Note Text field 8 Enter your other information in the Note Text field 9 Click the OK button ATTACHMENTS TAB Attachments can be included within your message template Page 160 Kinetic Request User and Management Guide Note Large attachments should not be included within email messages 1 Click on the Attachments tab to display the Attachment portion of the Message Template screen Template Details Message Template Name Message Template Format Mailbox Name New User Approved Notice HTML d z Category Type Outgoing Email Address Mary s Test Catalog x ee E amp E KS_MSG_Manager goat Originating Form Email f KS SRV CustomerSurve v Subject KINETIC urre fa Request to add a New User has been Approved Template Attachment Preview Message Template Attachments Attachment Name File Name Max Size Attach La Attach
185. rs Reminder Name Message Template Wait Hours DI Send After ID Add Modify Delete Save Help Figure 52 Notifications Tab Page 82 TIP Expedite the process in developing complex forms that require multiple Message Templates by clicking View Modify or New Template from the Notification screen Kinetic Request User and Management Guide USING THE NOTIFICATIONS TAB On the Notifications tab you can manage both escalations messages following a request submission and reminders reminder messages prior to a request submission ADDING AN ESCALATION 1 Click the Add button adjacent the Escalations fields and the Notification dialog displays E Notification Dialog goat KINETIC 9 REQUEST Notification Notification Name Trigger on Validation Status change Yes NotificationType Send Email To Standard Y Message Template v View Modify New Template Send Always Y Save Close Figure 53 Notification Escalations Dialog 2 Enter a Notification Name 3 Click Trigger on Validation Status change if you want this notification to be triggered when the validation status changes Without this checked notifications are only triggered when the request is submitted Having this checked is useful for forms processing or other process where an approval or other validation is needed If you are not using a validation process leave this unchecked 4 Select Standard or Dynamic from the drop down
186. rver and application These values can be used to check how many Manager licenses are used or if your license has an expiration KINETI d ERIS Administrator Console Loggedinas Demo Logout Remedy Server unicycle kineticdata com Web Server unicycle kineticdata com Properties Task Manager Import Export Logging Dependencies ENTM Manager License Key License Site KINETIC DATA Existing Licenses Uu Used Licenses 4 Survey License Key Key License Site KINETIC DATA Server Name UNICYCLE KINETICDATA COM Application Name KineticSurvey Expiration Type Unrestricted Request License Key Key License Site KINETIC DATA Server Name UNICYCLE KINETICDATA COM Application Name KineticRequest Expiration Type Unrestricted Figure 136 Web Administrator Console Licenses UPDATE WEB SERVER Listed on the Configuration Manager Users Tab are all templates with corresponding Web Servers within your application Clicking on the Update Web Servers hyperlink brings up the Change Web Server dialog This dialog enables you to pick one some or all of your current web servers and move them to another web server individually or at the same time Page 182 Kinetic Request User and Management Guide D REGUEST Change Web Server Web Server URL TA LAUNCHER TEMPL Launcher Template New http jester kineticdat SYSTEM_DEFAULT iDefault Mappings New i http jester kineti
187. rvice item If you make your customers authenticate you have access to their Login ID for use with events and dynamic defaults with the USER keyword To enable authentication check the box next to Require Authentication This un hides the drop down list Authentication Type The following options are available e Default uses the default Kinetic Request login page Page 148 Kinetic Request User and Management Guide Template Un hides the Auth Template Name drop down list This list shows all the available sevice items that could be used as an authentication page must have the Type Launcher External This type is for use with single sign on SSO When you select External the field Authentication URL un hides and you enter the URL that is used to access your own SSO application A sample of code for constructing your own SSO is included in the documentation of the application whae downloaded from the Kinetic Data website Page 149 Kinetic Request User and Management Guide ARCHIVING TAB Kinetic Request allows the ability to archive submitted request data using Remedy s built in archiving functionality Archiving is controlled at the individual service item level so you can set different qualifications for each one SETIING UP THE FORMS Archiving is not enabled for Kinetic Request by default because it is an optional feature that not all customers will use In order to enable archiving specific forms n
188. ry Remedy API VERSION_63 HIGH See below for jar details C Program Files Apache Software Foundation Tomcat 5 5 webapps kinetic SEEN es HIGH meg INF lib kdi arshelpers jar 08 20 2008 12 10 C Program Files Apache Software Foundation Tomcat 5 5 webapps kinetic ESET PM oj IWEB INF lib xercesimpl jar 2 C Program Files Apache Software Foundation Tomcat 5 5 webapps kinetic cone e HIGH WEB NF lib commons io 1 2 jar C Program Files Apache Software Foundation Tomcat 5 5 webapps kinetic Clee Uu HIGH Weg INF ib commons fileupload 1 1 1 jar 08 20 2008 12 10 LOW IC Program Files Apache Software Foundation Tomcat 5 5 webapps kinetic jon PM ANEE INF ib log4j 1 2 9 jar arutil 08 21 2008 11 38 LOW C Program Files Apache Software Foundation Tomcat 5 5 shared AM Aib arutil63 jar aa 08 21 2008 11 38 Low C Program Files Apache Software Foundation Tomcat 5 5 shared pl AM llib arapiG3 jar C Program Files Apache Software Foundation Tomcat 5 5 webapps kinetic luec JU HIGH AWEB NF iib kdi ArsXml10 iar Figure 135 Web Administrator Console Dependencies Page 181 Use Update Web Server to move several sample data going to your development server for instance or if you recently purchased a new web server move all current Web Server URLs in a batch manner to your new web server Kinetic Request User and Management Guide LICENSING The final tab contains details about the licenses for the listed Remedy se
189. se types of questions can also be mapped back into a field on the request such as First Name or Last Name 1 Select Free Text from the drop down list adjacent the Answer Type field Use this when you want the respondent to provide a written response Styles can be added The Answers tab repopulates with new fields Page 32 Kinetic Request User and Management Guide KINETIC J REQUEST Question Question Answer Type Update Informatiorl mi Free Test Question Label Blank Menu Label Update Information B Update Information Answers Defaults Validation Style Events Advanced Text Size Text Rows Answer Mapping oah a zl Max Number of Characters 1000 a Save Close Help Figure 21 Free Text Answer Type View 3 Use the arrow keys adjacent the Text Size field or type a number to select a specific point size for the answer text 4 Use the arrow keys adjacent the Text Rows field or type a number to select a specific number of rows allowable for the answer text 5 Enter a value into the Max Number of Characters field to limit the number of characters that can be entered into the field 6 Select an Answer Mapping if desired Answer Mapping will map the answer from this question back into one of the request base fields See Answer Mapping under the section on Attachment above for details 7 Click the Save button if you are done editing the question If not continue on to the other tab descriptions Or
190. sions tab is viewable by both Request Inspectors and Request Managers Therefore if you have Request Inspectors that are monitoring request results they can use this tab to do so without giving them permission to actually change request templates or other configuration items SEARCH FOR CUSTOMER REQUEST S 1 Access the Service Catalog Console 2 Highlight the name of the service item 3 In the Service Items Details section of the screen select the Submissions tab Page 119 Kinetic Request User and Management Guide ON T A REQUEST Service Catalog Console Manage Requests Global Search Global Reporting Message Templates List Manager Configuration Integration Manager Report Manager Kinetic Task Manager i Service Items Service Catalog Active Modified D ate Last Modified B Documentation EA Questions New 20101 Demo Hardware New Laptop Request iNew i 2010 4 iDemo New Modify Clone Delete Hardware Laptop Request Doc iNew 18 19 2010 4 iDemo Search Type E pesi New Clone Delete Service Item Details Service Item Name Type Status Questions v New Open Anonymous Service Item Description Questions ES Pages Style Notifications Tasks Submissions Reports Sources Settings Advanced Audit Search v fort Search Clear Request Date Last Name First Name Status Validation Status E mail Phone ven Complete Re Send Delete Send New
191. ssing the Request Manage csssssssssssscssssssssscssesesssssssscscacessasers 5 To access the request manager sss 5 Service Catalog Console eere eee eres ee ee ene reete teen en ense nens 6 Service Catalog Functions eere eres esee ene retro tete tn ene atnens 8 Attributes TaB isinsin nenie mete eie mae EU lone 8 Service Item Categories 2 0 0 ccccccesesesseeescsceseseseeeeecseeeeesceeeecseseeetseeeeeseneeetaes 8 Launcher Template cccccccscsesscscscsssscsesececscsesscsesesecscsessesesesececsesacsesseeees 11 Editing Your Launcher Template sss 11 Attach Service Item ccc cccccssscsescescscsssssseseescscsessesesessccesesssaeseseeecsesseeees 11 Service Items Finding Creating Cloning and Deleting 13 Finding Service Items sss 13 To Search for a Service Item 13 Creating a New Service Item sse 14 Service Item Status Descriptions sss 15 Make Changes to an Active Service Ttem sss 16 Change an Active Service Item sssssssssesseeseeeeeeenes 16 Clone Ttems ode ter tente teneor leet re ree it ie deret te duae 17 To Clone Service Items esses 18 To Delete Service Items essent tntnn nnne 19 Creating or Modifying Request Template Details 20 The Pages T D dene edes etie erii elected
192. st n A i18 SECTION Service Item Information TEXT Service Item Name Header TEXT Service Item Description TEXT Requester Header Test QUESTION Req Email Address Save Figure 11 Service Catalog Console Window with Newly Created Request SERVICE ITEM STATUS DESCRIPTIONS Item status defines the item s state This includes modes for testing development and inactivating Table 2 Item Status States Descriptions Item Status Description New This is the testing mode for the request All functionality is available from this status Changes are not audited in this status Active Active requests are requests that are in production Modifying questions integrations and other configuration items are disabled as changes to an active request can skew request results or cause other unexpected issues If a change needs to be made to an active Page 15 Kinetic Request User and Management Guide Item Status Description request you must click on the Allow Modification button in order to make any changes Any changes are audited in this status Inactive Participants can complete requests but new requests cannot be sent to participants Closed This locks the request and changes cannot be made New requests cannot be sent and requests in the field cannot be completed Delete This deletes a request You can only delete a New status request
193. stomer Survey iKS SRV Custom ARSystem Form Si cript Sample Software Cal i Active Link Customer Survey KS ROT Custom ARSystem Form Test Survey 1 iTest i Active Link Sithco Incident KS SRV Sithcol ARSystem Form Eichenlaub All Purpose T TEST OUTBOUND inactive iCreate Record Presentation Deta MBH App PresiARSystem Form Figure 149 New Integration Point Dialog 4 Click Add Below the Mapping Source table The Data Set Mapping dialog appears The left side of the dialog under Source Field represents where the data is coming from The right side of the dialog under Request Field represents where the data is going to Page 198 Kinetic Request User and Management Guide Source Field Survey Field Source lt lt Select Related Source gt gt x Data Set Field Label Field Label Field ID Field Name Source Type Survey Field ID Save Close Figure 150 New Integration Point Dialog 5 Select a Source from the menu 6 Select a Field Label from the menu if it is an AR System form If the source is of another type AR System Web Service Import List Manager then type in a Field Label 7 If the FieldID has not been set optionally type in a Field ID 8 From the Request Field side select a Data Set 9 From the Field Label menu select the field that the source field will be mapped into The Field Name and Request Field ID will automatically be set 10 Save the mappi
194. strator permissions and is often the person that installed the application The Administrator has access to all forms including background request configuration information and can add users and groups to the AR System REQUEST MANAGER This user creates and modifies service items sent to customers The number of Request Managers allowed for the system corresponds to the number of purchased Kinetic Manager licenses This user must have the following groups added to their user record KS SRV KS RQT Manager KS MSG KS CORE If Kinetic Task is used as the task processing engine then the following group should also be added to the user record KS TSK Manager Page 2 Kinetic Request User and Management Guide REQUEST INSPECTOR This user can view request results add notes to requests and close requests Kinetic Request does not limit the number of Request Inspectors allowed to access the system This user must have the following groups added to their user record KS_SRV KS SRV Inspector KS MSG KS CORE REQUEST INTEGRATOR This user has access to managing the integrations associated with Kinetic Request and may have more technical expertise in creating qualifications from a data source that funnels customer information into Kinetic Request This role can and often will be the same person as a request manager KS SRV KS SRV Integrator KS MSG KS CORE TASK MANAGER This user has access to the Task Administration we
195. t This will send a custom email message offer to any email address Click on Send Message A dialog will open Fill out the appropriate fields and an email will be sent to the intended recipient EXPORT PRINT THE REQUEST From the Submissions dialog you can export or print the answers via an included Crystal Report Click on Export Print A dialog will appear with the information from the customer request This data can be printed or exported from this dialog Page 123 NOTE If using Remedy s Mid Tier you must have Crystal Enterprise installed and configured to view Crystal reports over the web Crystal Enterprise is a separate licensed product See your Remedy AR System documentation for more information For clients viewing request results via the Mid tier without Crystal Enterprise the report that is shown is a simple AR System report listing the answers Kinetic Request User and Management Guide Mary Manager s Second Survey Name Date Sent 10 5 2005 11 12 17AM Score Company Name Date Completed 10 5 2005 11 12 17AM Possible Score Originating Form Originating ID Score Percent Question Data Type What is your first name i Free Text Whatis your favorite color List What is your favorite animal List Figure 95 Printing or Exporting a customer request SENDING OR GENERATING A NEW REQUEST From the Submissions tab of the Request Manager you can manually send out a new request or resend
196. t it and click the Delete button Page 86 Kinetic Request User and Management Guide THE TASKS TAB Tasks are used to model the business process that happens after a request is submitted This process includes notifications approvals creating instances in Remedy forms and many other individual tasks There are two ways to create tasks in the current version of Kinetic Request The default method in version 5 is to use the Task builder but the previous method is still available X KINETIC l REQUEST Service Catalog Console Manage Requests Service Catalog Active Service Items si IT Catal E Type Service Item Status Modified Dat Last Modified By A Global Search inca IT Latalog Hardware Laptop Request 2 iNew 18 19 2010 4 Demo Template Template w Inline Approval New 18 19 2010 4 Demo Global Reporting New Modif Cl Del Peopl Training Room R lion iN 18 19 2010 4 D Iy lone elete eople Training Room Reservation iNew H Demo Message Templates Software iPC Software Request iNew i8 iD Message Templates Hardware Peripheral Request PC iNew H proval iNew List Manager Search Type m Configuration Delete Integration Manager 5 Service Item Details Report Manager Service Item Name Type Status Create Sithco User People v New v Open Anonymous Service Item Description Add a short description for users here Kinetic T ask Manager
197. tatic and field values into the Value field e If you are going to be presenting the customer with a table of options to choose from you can use the Visible in Table and use the Label field to customize the label f Usethe Up Down buttons to order the way the firlds are displayed on the table presented to the customer E KS RQT TaskManager bobcat X KINETIC T REQUEST Destination Source Template Questions w Form KS SAMPLE Incident Question Field Fire Change Event Value Visible in Table Save Close Figure 35 Mapping Dialog 5 Build the qualification that defines the data that is returned by clicking on the Build Qualification button and completing the Advanced Qualification dialog Page 52 Kinetic Request User and Management Guide 6 If you are only expecting one record returned search by unique ID leave the drop down list On Multiple Recods Select at First If you may have more than one search by Last Name set the field to Show List If needed the list will display with all the fields you have set in your mapping displayed to help the customer select the correct data If only one record is returned by the search it will populate the mapped fields If you are returning multiple records there are options for sorting and a Max Entries field available Max Entries is required but defaults to 12 a If you want the Get Entry filter workflow
198. te Duration Stthco IT Catabg Hardware 101410 258pm 10 410 258 pm O Days 0 Hrs O Hh c 0 Secs Emall Address h fo ke thedata com Request States Chesed mis lor States ompkted Laptop Request Type Hardware EmailAddress M to k hr eticdata com Creat Date Cbsed Date Duration 10140 2 59pm 10 1410 259pm O Days 0 Hrz O Mhs 0 Secs Request States Sbm ksion States Chesed Compktd Dor Demo KINETIC REQUEST hom k be tledata com Laptop Request Categon Type Creat Date Closed Date Duration Sitico IT Catabg Hardware oaio 259pm iono 259pm O Days 0 His O Mhz 1 Secs Name Emall Address RequestStates Swim below States Doi Demo h fo kh eticdata com Chesed Competed Laptop Request Category Type Creat Date Chsed Date Duration Sitico IT Catabg Hardware 101410 2 59pm 10 4 10 2 59pm O Days 0 Hrs O Mhs 1 Secs Name Email Address Request States Siom krio States Chesed Competed Page 1of2 Figure 165 Sample Requests Created Template Report Page 220 Kinetic Request User and Management Guide KINETIC REQUEST 10 14 2010 Service Catalog Details Sithco IT Catalog Hardware Laptop Request Requesta sew laptop Approval re qi ied Creat Date VIAN 1238564M Requests Sibm ttted 7 Last Sibm ksba IOLDI 2 96PM Arbre Inform athe Category Top Fue Sempe Items Categoy Comptte r Hardware Peripheral Request PC dda stortdescrptboa bras
199. ted page branching click on the desired row of the lower table make changes to the qualification that is displayed above and click the Modify button and Save again when done PAGE STYLE There are three elements available to style for a Page element page submit button and previous button Click on the Add button select the element desired and add formatting If you check the Enable Previous Button there is an option on the detail tab Button Alignment to set the alignment horizontal or vertical PAGE EVENTS Client events are added to the specific page on this tab and are available for the following events beforeSubmit load setFieldsReturn and submit All actions are allowed for these events See the Client Events section in the Add Questions section for more details Page 61 Kinetic Request User and Management Guide REVIEW REQUEST Review Request is a method of accessing a previously submitted Requests via the web in a display only mode Review Request is available to all Requests and only requires different and additional parameters to be used in the URL in order to be accessed Any pages that do not have any questions answered will not be display in the review request Review Request Page Type If you add a page to a service item and change the type to Review Request the application adds two things the event that calls the Review Request and the Text element that holds it in an iFrame amp KS_SRV_ClientEvent
200. tes Fields Originating Form The originating source form that triggered this request Originating ID The originating ID related to the Originating Form that triggered this request Is Anonymous Checked if the original context for this request was anonymous IP CallerID The IP address of caller information of this request submission The Notifications Audit tab includes information on notifications invites reminders and escalations that have been sent relating to this Page 122 Kinetic Request User and Management Guide request as well as audits of any information that has been changed and a field to hold internal notes Table 8 Completed Submissions Fields Notifications Audit Tab Field Name Description Attributes Fields Notifications Table This table displays all of the notifications that have been sent out for this request These include request invites reminders and escalation notifications Audit Table This table displays all of the audit information for the request Audits include any request values that have been changed including answers names validation status and other fields Internal Notes This field can be used to capture any notes regarding the follow up on this request form The timestamp User is stamped at the top of the field when any additions are made SENDING A MESSAGE From the Submissions dialog you can send a new message for this reques
201. the Add button 2 A message displays When adding a new form filters will need to be added to trigger request checking and batch requesting This must be done using the Remedy Administrator tool Click OK Page 192 Kinetic Request User and Management Guide w KINETIC REQUEST Integration Manager Add Integration Source Integration Type Both Source Type Inbound Source Name Outbound Source Label Category Menu Type Menu Workflow Item Save Cancel Figure 146 Integration Manager Add Integration Source Dialog 3 Select an Integration Type from the menu 4 Select a Source Type from the menu 5 Enter any name or label in the Source Name field or select from the menu if the Source Type is an ARSystem Form 6 Enter a label name in the Source Label field This is the label your users will see when integrating a form or creating a qualification 7 Select a Category from the menu Note Category and Type fields may have menus defined by your Administrator This is a good way to segment your integration points where one source form has many integration points 8 Select a Type from the menu 9 Optionally enter a Workflow Item to track any workflow associated with this soucre 10 Click the Save button DELETE AN INTEGRATION POINT 1 While on the Integration Points tab highlight the Source Label you want to delete Page 193 IMPORTANT Changes to Integration Points will
202. third of the screen if not already selected The table shows the surveys that match the email address of the member selected 3 Click the View button if interested in viewing the results of the survey Page 174 Kinetic Request User and Management Guide Search Clear Matching Members Refresh First Name Last Name Contact Info Val Contact ID Company Name Company ID Kelly Heikkila kelly heikkila kin Displaying 1 1 of 1 Create Member Modify Member Delete Member Send Survey ahe puts Key Card Survey KD Internal New Startup Survey Samples 1076 2005 11 16 57 AM Completed Startup Survey Samples 1077 2005 11 03 14 AM Completed Close Help Figure 127 List Member Surveys Page 175 Kinetic Request User and Management Guide CONFIGURATION MANAGER The Configuration Manager controls many of the default settings and administrative actions available to Kinetic Request In this dialog an administrator can manage access to the web server s on which you plan to publish service items arrange answer patterns from which users can choose create error messages that submitters will see and much more amp KS_SRV_ConfigurationManager goat KINETIC m J REQUEST Configuration Manager g g Application Web Admin Console Kinetic Request E Update Web Servers Login Name KD_WEBUSER New User View User Figure 128 Configuration Manager The hyperlinks
203. tion Click To click on an element and cause an action to take place Custom created by customer Focus The opposite of blur To click in a field is to focus Load When a web page is displayed Keyup the action of a key coming up Normally used with the Fire Event If Return was Pressed parameter Mouse out To move the cursor outside an element Mouse over To move the cursor over an element setFieldsReturn happens after a Set Fields action when the Return was Pressed Fire Event If parameter is used Submit When data from the web page is submitted to the database This happens after the Before Submit event Note Both a click event and a change event can happen simultaneously Page 46 Kinetic Request User and Management Guide Table 3 Events Applicable to Elements Element Applicable Event s Question Custom attachMenu Blur Change Click Focus keyup Mouse Out and setFieldsReturn TIP Pages BeforeSubmit Load setFieldsReturn and Submit Section Mouse Out and Mouse Over Use Sections when you want to hide or show multiple request elements Text Custom and Click Image Click Image text and question have a built in Help Text feature that resembles the Mouse Over event Actions are triggered when a customer fills out a survey that has an Event or Events built into the form The following table has descriptions of the
204. tion for a particular task 7 Type a relevant Initial Message communicating any current status specifics to users Throughout the process this field will change either automatically via an integration process or manually as users update tasks When this task is complete the Submission Status on Completion field sends a value to the parent or overall request as to the task status Examples are complete in progress or anything determined applicable QUALIFICATIONS Create a qualification to determine when this task should be initiated 1 From The Run drop down select either Always or When Always means the task will fire no matter what When will unhide the qualification field and button e Click on the Qualifications button The Advanced Qualification dialog opens BE KS ACC AdvancedQualification goat KINETIC SERVICE SUITE Advanced Qualification Current Form KS SRV CustomerSurveyResults join Add Fields Y qot sepe S pnm o os uke an on Not kevwonos Qualification 1 1 Hl Cancel Figure 81 Advanced Qualification Dialog for Tasks Note Qualifications using fields from your request either Base information or answers will appear as lt FLD gt MenuLabel ANSWER or BASE lt FLD gt Page 104 Kinetic Request User and Management Guide e Make a selection from the Add Fields drop down menu e You can also use the value buttons for example LIKE
205. tions are Question Label The label appearing above or to the side of a question Answer Label The label s appearing next to any checkbox or radio button answers Answer Value The actual box and text that appears to fill in an answer for free text questions Also answer value applies for list questions as the button checkbox itself All Styling at this level will apply to all child elements above within a question Note Child element styling will take precedence over All styling Create a Style 1 Click the Style tab 2 Click Add or Modify Page 42 Kinetic Request User and Management Guide E Question Dialog goat e KINETIC REQUEST Question Question Answer Type Favorite Color Bl Free Text Ad Question Label Blank Menu Label Favorite Color m Favorite Color Answers Defaults Validation Events Advanced CSS Style Class x Hide Remove Style Identifier Style Type Add Modify Delete Properties Save Close Figure 29 Style tab for Question gt Style Type CSS Class Combined Style Selector questionAnswer 00 CSS Class HTML T Style Properties padding left 5ps ML Tag S width 9522 Helpers Save Close Figure 30 Style Type Selector and Properties 3 Choose between three styles Combined Used for combining style selector types or creating multiple class selectors advanc
206. tiple service items Page 111 Kinetic Request User and Management Guide E Manage Task goat fe SUS REQUEST Manage Task Template Name PCSotwaeRequest v Data Set svsrEM DEFAULTS v Sequence Integration Status acie gt UM zi Integration Name Supervisor Approval Select Existing Dependant On Task x i Approvals Mappings Outbound Type Approval Y Destination KS SRV CustomerSurvey base Initial Status Initial Message In Progress v Waiting for approval El Submission Status on Completion Approved Run Always d Figure 88 Approval Example An Approval Type can be either Categorized or Default The system can be set up to have a dependency chain with a first level approval and then a second level approver dependent on the first level and so on This process is similar to dependent tasks in the previous section Sequencing Based on a specific field response a categorized approval may involve having different approvers configured where the approver list is based on a selected category Therefore depending on how a category is set up the system can search for customer information say based on an employee number and retrieve a name e mail address the correct manager the manager s e mail address and perhaps the manager s employee number These become known at run time In some cases when a customer submits a request manager information is going to change The Appro
207. tive Security and 40 Active People i 50 Active Add Modify Delete Figure 6 Service Item Categories Tab Follow these steps to add a new category You can double click on a category or use the Modify button to alter an existing category Use the Delete button to remove a category This will not delete the associated service items 1 From the Service Item Categories Tab click Add A dialog appears Bi Service Item Category jester kineticdata com Category Software CategoryDescription Icon Name Software Icon Service Item Name Drill Down Number of Items Sort Order 3 a 20 Save Cancel Figure 7 Service Item Category dialog 2 Enter a Category Name 3 Enter a Status from the drop down menu 4 Enter a Category Description Page 9 Kinetic Request User and Management Guide 5 If applicable choose an Icon Name Icon pictures are held in the Kinetic Request Image Library If you would like a new category icon it must be added to that library System Defaults catalog 6 Choose a Service Item Name from the drop down menu If the customer clicks on the name of the category this is the service item that will be opened to display all the associated service items It is also used to display more service items if the customer clicks on the more link in a category 7 Select the Number of Items using the up and down arrows or type directly in the field In order to help manage extensive lists of
208. to fire check the UseGetEntry check box If you want the mapped questions set to NULL if no result is returned check the Set To Null on No Match check box If you want a javascript alert to display if there is no match check the box next to Show Alert on No Match 7 If you need to change the Event that triggers the action select a new event from the Event drop down list 8 If you need to disable the event you change change the status in the Status drop down list in the top right of the dialog Set Fields Internal is the same as External except you are just moving data on the template so there is no Form or Qualification field and no sorting Simply set your mappings and the Fire Event If statement Populate Menu is the last remaining action and is used to change the menu on a list question based on an action and qualification Page 53 Kinetic Request User and Management Guide B KS SRV ClientEvent Dialog bobcat w KINETIC T REQUEST Action Populate Menu Event load bd Status Enabled v Action Name Fire E vent If If Statements x Operators x Attach Menu To v Source Form v Value Field Label Field v Max Entries Sort by Field v clear Sort Order se Use Get Entry Qualification Build Qualification Save Close Figure 36 Populate Menu Dialog To complete the dialog after selecting the Event and Action 1 2 Enter a name in the Action Name field Enter a F
209. to help manage some of these configuration applications located on the left side of the Configuration screen include Web Admin Console Update Web Servers Figure 129 Configuration Menu Hyperlinks WEB ADMIN CONSOLE This console covers many of the settings and functions based around the web server used with Kinetic Request Once you login with a Remedy administrator ID you will see the following screen Page 176 IMPORTANT NOTE The Kinetic Task links on the right side of the web page are not covered in this manual Please see the Kinetic Task User Manual Kinetic Request User and Management Guide d Kinetic SR Admin Co Yz http bobcat 8080 kinetic AdminConsole web properties KINETIC POWERED Kinetic Survey Request Administration Console Loggedinas Demo Logout Kinetic Task Remedy Server bobcat Task Administration Web Server bobcat task Configuration askCon quaton MER uanoger ien Task Management k Man dit Properties Server Name TCP Port RPC Port API Connection Limit Task Manager Service Enabled COutbound_Type ARSystem Form OR Outbound_Type Approval AND Communication Status SNULLS AND EX Status In Progress Sleep Delay 60 ALL Max Log Size Bytes 1048576 Log Properties File Miscellaneous Settings Max Chars on Submit Map Fields Count Figure 130 Web Admin Console The top of the window
210. tons below the List Name field to modify or delete a selected list SEND REQUEST TO AN ENTIRE LIST You can easily send a request to an entire list 1 Select Manage By List at the top of the List Manager Console if it isn t already selected 2 Select a list to send a request to from the List Name menu 3 Click on the Send button below the List Name field Note The Send Template to Member button below the members list table sends a survey to ONLY those members selected x KINETIC REQUEST List Manager Console Manage Members Manage by List List Name My Lisi x New List Modify List Delete List Send Template to List Members in List Refresh List Name Company ID Company Name Contact Info Val Contact ID Last Name First Name My List i i idemo kineticdat i iDon Figure 119 Send Survey Page 166 Before sending a survey from the List Manager Kinetic Survey checks the number of surveys that will be created from this action If that number exceeds the configuration value Max Batch Surveys a warning will be displayed to the user Kinetic Request User and Management Guide A dialog will appear Search for the template you want to send to the list by selecting a Category Type and or Status Highlight the message desired and click Use Template Note At this point request records will be created for your list for the specifi
211. tton is not displayed Send To Displays the destination of the report You can choose Screen default File or Printer Run Report button Runs the report using whatever qualifications are in the Qualification field If the field is empty it will run the report wide open with the exception of the embedded qualification if it is present Close button Closes the Advanced Report Console SAVED SEARCHES Once you create a search string by selecting values for the Field Operand and Value fields you can save that information into a saved search CREATE A SAVED SEARCH 1 Click the Save Qualification button The Save Qualification dialog window opens 2 Enter a new name for the qualification in the Qualification Name field Or 3 Select the name of an existing qualification you wish to update or overwrite 4 Set the Default Search option to yes or no If you wish for this search to be populated in the Advanced Report Console every time this specific report is selected select Yes Otherwise select No 5 Click the Save button Page 215 NOTE You can also use this method to delete saved searches Just follow the first two steps and for the third step click the Delete Qualification button instead Then click the Close button to close the dialog window Kinetic Request User and Management Guide E Save Qualification goat Enter a name for the search Qualification Name Open
212. ttribute 40 BASE lt FLD gt El ok Cmn Figure 27 Advanced Qualifications Dialog 6 Make a selection from the Add Fields drop down list box I You can also use the value buttons for example LIKE or lt for more finite searching of established qualifications 8 Click the OK button to save your changes 9 The qualification will be displayed in the Qualification field on the Defaults tab Page 40 Kinetic Request User and Management Guide THE VALIDATION TAB The Validation tab allows you to prompt for a required question from the user as well as specifying the message a user sees if a question requires a certain type integer or decimal and the user attempts to enter an illegal character Under the Validation tab a couple of the Answer Types typically set by an Administrator will automatically populate or default to a Pattern Label 1 Click the Validation tab x KINETIC j REQUEST Question Question Answer Type First Name p Free Text m Question Label Blank Menu Label First Name Bi First Name Answers Defaults iV 1 Style Events Advanced Help Text REI Iv Do Not Score User prompt for required field v Required Question First Name is required Pattern Label User prompt for answer style validation zi El Pattern Save Close Figure 28 Validation Tab TIP Help Text should be short Some browsers 2 If you want to add a Required Question
213. tus Closed AND Country Mexico i Add this qualification to your translated Spanish Request ii Add a similar qualification to your English Default request Page 136 Kinetic Request User and Management Guide Example 3 If you are doing batch contact data validation requests you can structure your qualification differently You might split up and do only a portion of your contacts each month You could structure your qualification similar to Last Name LIKE AZ OR Last Name LIKE B You would schedule this annually for example each January You could then do a February scheduled batch update similar to Last Name LIKE C OR Last Name LIKE D OR Last Name LIKE ES 6 From the Add Fields pulldown menu select the field or fields 7 In the Qualification field add any modificaton by clicking the buttons or typing 8 Click Add Fields 9 To save click OK Or To cancel without saving click Cancel 10 Ifyou are done and do not want to add any Integration Rules Click Save Otherwise continue to the next section if you have saved the integration point your integration appears in the Integration Points table DATA SETS A Data Set is a pre configured set of labels that are used to better identify the data that is pushed into Kinetic Request Kinetic Request includes a set of 64 generic attribute fields These
214. ue from the Target field This allows you to choose if the image URL opens on the same page or in a new page 18 If needed select the Style Tab and enter any style information that should be applied to this image Styling can also be done via Error Reference source not found See The Style Tab for more information on styles 19 If needed select the Events Tab and enter any event information that should be applied to this text See client events in the add question section for more information on events 20 Click the Save button Copy IMAGE The Copy Image dialog offers two sections The top section offers images from the Library Files Images are designated by picking a category and attachment type from the drop down menus The lower section shows images copied to My Files Page 72 Kinetic Request User and Management Guide 21 Click the Copy Image button to copy an image to this request The Copy Image dialog opens 22 Choose a Category and Attachment Type from the drop down menus KS_ACC_ATT_Manager goat KINETIC SERVICE SUITE Attachment Library Form Category Attachment Type KS SRV SurveyTemplate Library Files Description standardHeader gif Standard Kinetic Survey Header 9 26 2005 8 i poweredByKS gif i Powered By Kinetic Survey 19 26 20058 standardHeader gif Standard Kinetic Survey Header 9 26 2005 9 ipoweredByKS gif Powered By Kinetic Survey 19 25 2005 9 standardHeader aif St
215. uest csrv AG000C298C9351 fdhITAx0 sSAhhYA amp loadAllPages true amp exclude 2 3 reviewPage the name of the jsp page that is used to render the submitted request The jsp extension should be omitted from the value If no value for this parameter is supplied the value defaults to the reviewRequest jsp located in the web application root directory Example e To open the review request using a the jsp page located at lt webapp gt themes company reviewPage jsp the following URL could be used http MyCompany kinetic ReviewRequest csrv AG000C298C9351 fdhJTAx0 sSAhhYA amp reviewPage themes company reviewPage Page 64 TIP Kinetic Request User and Management Guide ADD SECTION A section is a grouping of elements within a request A section can be used to style a group of elements without having to select each element If you want a whole block of questions to hide show depending on a selected answer you could create a section and hide show this rather than display each question individually 1 Select Add Section from the Element selector dialog E Section Dialog goat KINETIC REQUEST Section Overview Style Events Section Name Customerlnformation Section ID KSOO0C298BC1DELFqwRwsy GGGL0g4 Figure 42 Add Section Dialog 2 Enter a name for your new section in the Section Name field Note The Section ID field is used for advanced customizations and is not editable Page
216. ure 1 Remedy Open Icon Or From the AR System User toolbar select the File menu and Open 1 The All tab of the Object List dialog displays listing all Remedy forms All Find Favorites Recent Figure 2 All Tab on the Object List Dialog 2 From the All tab list of the Object List dialog highlight the form and double click to select the Kinetic Request Service Catalog Console Item Page 5 Kinetic Request User and Management Guide Service Catalog Console Manage Requests Service Catalo Active Service Items Global Search Sithco IT Catalog X Launcher A ics Catalog Logn Global Reporti Launcher Service Catalog N Tons neponng New Modify J Clone Delete fil aptop Req o Message Templates 1 iD imple E vent Test 8 19 2010 1 Demo List Manager Search Type X My Test with Review Reques New 18 19 2010 1 Demo Unus iNew 8 19 2010 1 Demo Configuration _Cea w Clone Delete Integration Manager z Service Item Details Report Manager Kinetic Task M TUUM cg Name Kinetic Task Manager pi Hn inetic Task Manager Laptop Request SS Hardware x New _ Open Anonymous Service Item Description Request a new laptop Approval required f rss Style l Notifications Tasks Submissions Reports Sources Settings Advanced Audit l Name PAGE Initial Page SECTION Main Header TEXT Login Info SECTION Service Item Information TEXT Service Item Name Header TE
217. used within a request You can also set a Not Applicable value meaning that a user can select this item but it will not be counted in the overall score of the request 1 Select List from the drop down list adjacent the Answer Type field 2 The Answers tab repopulates with new fields Page 34 Kinetic Request User and Management Guide w KINETIC p 2 A REQUEST Question Question Answer Type Presenter EI Lis x Question Label Blank Menu Label Will this author be part of the presentation team Bi Presenter Answers Defaults Validation Style Notifications Events Advanced List Name Yes Nd prewer kapping Type Justification Radio Button v Horizontal v Apply Not Applicable N A Value Menu Value Menu Label Score Order o Hf 3j _Save choice Clear Fields Clear Choice View Choice Remove Choice Save Close Help Figure 23 List Answer Type View 3 Type a new name for your list in the List Name field or select an existing List Name from the drop down list box 4 Select a Type Check Box List box Radio Button a A Check Box offers the opportunity for submitters to make MULTIPLE choices from the list b A List Box offers choices in the form of a drop down menu c A Radio Button will only allow users to make a SINGLE choice from the elements in the list 5 Select an Answer Mapping if desired Answer Mapping will map the answer from this questi
218. using the Report Manager When using this field enter the beginning date of the range that you want the report to run through End Date This field is the same as the Start Date field listed above except that you would enter the end date of the range you are reporting against This Week button Populates the Start Date with the current date and time and the End Date with the date and time exactly seven days later This Month button Populates the Start Date with the first date of the current month beginning at 12 00 AM and the End Date with the current date and time Qualification Holds the actual qualification that will be used to run the report It is generated as you populate the values mentioned above as well as when you click the Run Report button Advanced Calls the Advanced Qualification dialog window Qualification button Save Qualification button Calls the Save Qualification dialog window See below Page 214 Kinetic Request User and Management Guide Field Name Description Clear Qualification button Clears the contents of the Qualification Field Operand Value and date fields Show Embedded button Opens a dialog window that displays the embedded qualification of the current report This qualification is set when creating the report in the Report Manager and is a property of the report Not all reports are required to have this field and if they do not the bu
219. ver can be totally dynamic or static and will constantly be changing Page 112 Kinetic Request User and Management Guide Using the simple diagram below if a question on a request is What is your Department and the answer is Regional Sales the system will populate a number of fields and the appropriate approvers are contacted In this case that response would involve three departments as the Regional Sales Office First Level Approval the Corporate Sales Division Second Level Approval and the Marketing Department Third Level Approval Business Unit or Department1 Question T Department Name 1 Info Technologies Human Resources Marketing Production 1 Director Third Level Approval 1 Director DEFAULT Director Director Approver Sue Thompson Approver Rick Smith Approver Tom Henny Approver Isaac Cole erporate Sales Div T 1 Publishing Systems Business Systems Second Level Approval 1 1 4 Approver Ted Adams Appr e ue kef Approver Elie Swenson T 7 Regional Sales Officeq 1 First Level Approval Help Desk 17 Approver Janet Skyest Approver Cindy Carlson Figure 89 Diagram Approval Dynamic A default approval works so that every time a qualification is met this approval will receive an e mail message Default suggests only one approver is required for a scenario and can be set up to be static or dynamic Add an Approval
220. veyResults_join Add Fields qoin s n bd e be epo e gt ume ano on wor xevworos Qualification 1 1 By Figure 102 Advanced Qualification The integration workflow uses this qualification to determine which requests to trigger on the particular event Event integrations use filters during the save of a record in the source form Because of this they can use the special filter qualifications such as TR and DB values Batch integrations also use filters However as these are not event based you should not use TR or DB values Prior to saving a Batch integration a check is done to see how many records would be involved when this batch is triggered If that number exceeds the configuration value Max Batch Requests a warning will be displayed to the user This warning is done to help avoid large batches of requests being triggered accidentally Active Link integrations use active links during the processing of a ticket and therefore need to use active link style qualifications Using a TR value in this type of qualification will result in an error when trying to save the integration See the following examples Example 1 To trigger the request on the close of a case your qualification might look like this TR Status Closed Example 2 To close the request and for a specific language you might write something similar to the following example TR Sta
221. w IT Service Catalog Login v Save Help Figure 108 Audit Tab Page 147 Kinetic Request User and Management Guide View MORE DETAIL ON AUDITED CHANGE 1 Click on the Audit tab of a service item 2 Select an item from the Audit Information table 3 Click View The audit detail opens Note Audit detail information is not changeable PERMISSIONS If you need to restrict the Remedy Users that can submit a request see the answers to a request and or control who can modify a service item those options are here All of these are controlled by setting Remedy Permissions which are then applied to the correct underlying forms Visible to Group This will limit users that can access the service item from the Launcher as long as they have to authenticate to get to the launcher Authentication allows the application to inspect and control access by user by Remedy permission group You may add multiple groups to this list Management Group This single group will have access to view and modify a service item If you set this to a group besides public even a Remedy Administrator will not have permissions to see the service item Submission Group This single group will be the only group that has permission to see the answers attributes and base records for submitted requests AUTHENTICATION Authentication in Kinetic Request requires a user to login against Remedy before accessing the selected se
222. what the original requester submitted Therefore if you have multiple approvers they will not see what the other approvers have noted on the request only that they need to approve or deny a request With the Link to Last option information provided by the previous approver is available to the current approver You will need to add a field for approvers to put their notes onto your service item The information that will eventually be passed to another form via an AR System form is still just the information from the original requester but this will let your approvers have more information To activate the Link to Last functionality change the mappings for each approver for the field LookupValueId from Page 117 Kinetic Request User and Management Guide lt FLD gt CustomerSurveyInstanceld 179 BASE lt FLD gt to the text LINK TO LAST The workflow is already in place to recognize this change Page 118 Kinetic Request User and Management Guide THE SUBMISSIONS TAB The Submissions tab of the Service Catalog Console allows you to Search for and view the status of requests sent and or completed For forms processing you can also accept or reject a submission add notes and other information Send a new request to another participant or generate a new request to capture results through phone interviewing or other methods Fill out sent requests Resend existing requests USING THE SUBMISSIONS TAB The Submis
223. wing is an example of a Hide Show action The Required Optional Read Only Read Write and the Insert Remove are similar to Hide Show 1 Click the Events tab E Question Dialog goat X KINETIC REQUEST Question Question Answer Type Requester First Name Free Text Question Label Blank Menu Label First Name RI Rea First Name Answers Defaults Validation Ste Events Advanced Event click F Action Hide and Show In Place Add E Name 1 1 1Evet Action If Expression Order 7 Delete View Modify Save Close Figure 32 Events Tab 2 Under the Question field type a question 3 From the drop down menu select an Answer Type Refer to Table 3 above 4 Enter or type in a Question Label or click in the Blank box Page 48 Kinetic Request User and Management Guide 5 From the Event drop down menu select an event 6 From the Action drop down menu select an action to occur from the chosen event 7 Click Add E KS_SRV_ClientEvent_Dialog bobcat ES N KINETIC REQUEST Event change v Status Enabled Action Hide and Show In Place Action Name PO Fire Event If If Statements Operators Then Hide Show Selected Element o CO Show Hide to Show Elements to Hide Element Type ItemName Element Type Also require Remove Also make optional Remove Save Close Figure 33
224. y Name First Name Last Name Survey sent to Sent Date Between mi and mi Survey ID Originating Form Originating ID z l Survey Values Qualification Add Answer Value x Base Value x Search Clear Survey Sent Date LastName FirstName Status EmakPhone CompanyName Sorel Close Previous Next View Help Figure 97 Advanced Search PERFORM ADVANCED SEARCH 1 Access the Request Manager See Accessing the Request Manager 2 Select the Submissions tab 3 From the left column select Advanced Search The Advanced Search form appears 4 Select the search field information You can fill in one or more fields to refine the search 5 To include Request Values answers you can use the Request Values Qualification toinclude attributes or request answers into your qualification 6 Click Search to display requests that match your criteria Page 127 Kinetic Request User and Management Guide 7 From the results table you can open individual requests by Double clicking or clicking View For more information on viewing requet results see View a Customer Request OPEN AN ANONYMOUS REQUEST An anonymous request is a request that is not targeted linked to a specific person Anonymous requests will use a URL link that includes a reference to the request template itself rather than to a particular submission record Anonymous requests are useful on websites or for forms where you do not kn
225. you want to change your survey parameters 6 Click the Clear button to start your search again 7 Highlight the template you want and click the Use Survey button The Messaging Template Manager displays E KS_MSG_Manager goat KINETIC SERVICE SUITE Messaging Template Manager Select a Messaging Template Application Search Category Kinetic Survey z Samples Template Name Template Type Sample Invite Targeted Email HTML Embedded Survey Email iHTML Embedded Approval Req Email HTML Approver Notification Email iHTML Sample Invite Anonymous Email HTML B Submitted Survey Email iHTML 13 22 2007 10 54 Active Sample Escalation iEmail HTML 13 27 2007 9 56 j Customer Satisfaction Email iHTML 11 18 2008 11 46 Active Manager Contact Require Email iHTML 11 19 2008 9 17 3 Active Plain Text Test Email Plain Text 11 21 2008 3 13 5 Active Use Item Close View Modify Figure 124 Messaging Template Manager Dialog 8 Select the Message Template to invite participants to the survey by selecting the message template in the table Note The Category of the List is automatically entered in the Search Category field and will only show message templates under that Category or whose category is unspecified Page 171 Kinetic Request User and Management Guide 9 Select Use Item to use the message template selected Note If you want to create survey records for the members selected but do not want
226. your text to style the words or create hyperlinks Note The Text ID field is used for advanced customizations and is not editable 4 If needed add Help Text Running the mouse over an image or text will force a Help Text box to appear The message might be Click here for more information 5 If you want to create dynamic text click the Add Fields button to enter a new field in your request Page 67 Kinetic Request User and Management Guide E KS_ACC_NoteAssembler bobcat 7 KINETIC J REQUEST Text Field To Add X Cut and Paste Note Text Hellp welcome to your new request OK Cancel Figure 44 Add Fields Dialog 6 10 Select either the Base or the Question drop down from the Field To Add field Base lets you chose from the attributes of the service item and questions lets you chose from already submitted answers If you are on the first page of a service item only Base is available as an option Click the Set button and the value is transferred to the Cut andPaste field Use standard cut and paste commands to place the value into your text where it is desired Additional selections with the Field To Add and the Set button will overwrite any values in the Cut and Paste field Click OK to exit or Cancel to exit without saving If needed select the Style Tab and enter any style information that should be applied to this text See the style tab for more informati
227. ystem enhancements expanding Remedy capabilities and processes that save you time while providing results faster and more efficiently KINETIC REQUEST USER AND MANAGEMENT GUIDE This manual provides processes and procedures to create requests their templates and questions review completed requests and reports set up users of Kinetic Request as well as manage and administer requests for your organization WHO SHOULD READ THIS MANUAL To use Kinetic Request you must have user privileges See Users and Groups Administration RELATED DOCUMENTATION Kinetic SR Installation and Configuration Guide Kinetic SR Integration Manual Kinetic Request Release Notes if available Page1 Chapter 2 Kinetic Request User and Management Guide USERS AND GROUPS ADMINISTRATION The purpose of this chapter is to provide Kinetic Request system administrators with definitions of user groups to apply within the Remedy user setup and security which allows you to understand how to manage security Typically Remedy administrators assign and manage groups and users KINETIC REQUEST USERS AND GROUPS Kinetic Request delivers seven user groups for user security setup Please see your Remedy Action Request System documentation for more information on assigning Kinetic Request User Groups to users There are three types of users Administrator Request Manager and Request Inspector ADMINISTRATOR This user has Remedy AR System Admini

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