Resource Questions

Resource Questions enable administrators to compile resource-related questions that collect additional information about the requested service. Resource questions can be associated with multiple service templates via resource sections.

Role Required: SDAdmin or HelpdeskConfig

Benefits of Configuring Resource Questions

• Create different types of resource questions.
• Enable encryption of personally verifiable data, in accordance with GDPR regulations. This will be crucial in protecting user data.
• Reuse the same question by associating a single question to multiple resource sections.
• Manage all resource questions globally from a single location in ServiceDesk Plus.

Users can access resource questions from the resource questions list view page under Admin >> Service Catalog >> Resource Questions.

Add Resource Questions 

On the resource questions list view page, click New Question. You can create four types of resource questions: plain text, check box, radio, and dropdown.

In the New Question drop-down,

Choose Plain Text question type to allow the users to enter an individual answer, along with multiple lines of text.

1. Enter the name of the question.
2. Select Holds personally identifiable information (PII) check box if your resource question contains sensitive information.
3. Click Save.

You can also prompt your user to select an answer from the range of provided choices. Choose Check Box to allow your users to select multiple choices for a single question. To restrict the answer to a single choice, select Radio or Drop-Down.

• Enter the name of the question.
• Select Holds personally identifiable information (PII) check box if your resource question contains sensitive information.
• In the Type drop-down, you can change the multiple-choice question type without resetting the data you added.
• You can add the choices for your users to select from in 3 ways:
  • Add choices manually - Enter your choice in the Option text box and click the icon. Use icon to sort the options in ascending/descending order.

Use the search bar in the Options text box to search through the options.

• Select from the assets present in the application - Click on the Add Manually drop-down to select your resource options from the assets added to the application. After you select the product type, a list of available assets will be displayed. Click on an asset to select it. Sort the options manually using icon. You can also use  icon to sort the options in ascending/descending order.

Use the search bar in the Options text box to search through the options.

• Import from XLS file - Import your options and their cost from an XLS file. The sheet number is auto-populated. Map the Name and Cost fields to the relevant columns in the XLS file and click Import.

Hover over the Import from XLS button to download a sample XLS file. Ensure that the format of the XLS file is the same as the downloadable file.

• Select Enable Cost to display the cost of each resource to your users. If selected, you must add the cost for at least one resource option.

• Select Enable Image to add a reference picture and make it easy for your users to select the exact resource they need. Note that if images are enabled, you can only add options manually using the New Option button.

  • Hover over the resource option and click the icon.
  • Enter the option and cost.
  • Click the icon to upload a picture from your device. The picture can be in .jpg, .png, .jpeg, .bmp formats and not more than 5MB in size You can add up to 5 images per option.
  • Add a description in the editor text box.  
  • Click Update.

• Click Save to create the question.

Use the drag-and-drop action to sort resource options when images are enabled.

Preview Resource Question Details

Click here to learn how to associate resource questions to resource sections.

After the resource question is added, you can preview the resource question details from the list view.

Click on the resource question name to expand and preview the options configured with it. Click View Details in an option to view the cost, images, and description of the resource option.

Click Associated Resources Sections to view the sections associated with a resource question. On the pop-up displayed, you can click the resource section name to view all the questions associated with it.

Edit Resource Questions 

To edit a resource question from the list view,

1. Hover over the resource questions and click the icon.
2. Select Edit option.
3. Make the necessary changes to the resource question.
4. Click Update.

Edits made on a resource question will be reflected in all the resource sections and service request templates associated with it. If a resource question associated with a service request is edited, the recorded resource information in the request will not be affected. However, if the request is edited later, the updated field values will be removed.  

Delete Resource Questions 

To delete a resource question from the list view, hover over the resource question and click the icon.

Select Delete. If a resource question is not associated with a request template, it will be deleted permanently.

If the question is associated with a resource section, a pop-up will display a warning message. Click Proceed to confirm.

View Inactive Questions

To view inactive questions, use the filter drop-down on the top-right corner of the list view page.

You can activate inactive questions by editing them and selecting Mark as Active to edit the Question option.

Search through Resource Questions 

Use the search bar on the top of the list view page to search through resource questions.