Symantec® ServiceDesk Customization Guide 7.0
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3. Change the “Thank you” message at the top by double-clicking that component and
changing the content of the Text field.
4. Change text style using the options under Look and Feel.
5. To adjust the size of a text field, simply click on the text field in the Web Form Editor
and use the mouse to resize. You can also drag and drop existing form fields to
reorganize the content.
Note about changing text corresponding with user input
Keep in mind that the output variables for data collected are named to correspond
with the default wording of its label. For example, the first customer satisfaction
survey question “Ability of ServiceDesk to diagnose your problem?” has a
corresponding Radio Button List component to collect the user’s input, and this
component has an output variable called NewSurvey.QualityOfDiagnosis. If you
change the label wording completely, it may be best to rename the variable
collecting the output data. This is done by modifying the SD.Data project. Making
changes to SD.Data is covered in the section
Extend Data/Profiles
(page 46).
Modify Error Messages
Forms often have required fields; certain data is required by the process in order to
continue. Forms in ServiceDesk 7 have error messages built in, however you may want
to modify them. By default, error messages in Service Desk 7 appear only if a required
field is not populated. You can get more sophisticated with your error messaging, for
example, a specific error message can appear if a field value violates a rule other than
the field being empty. (For example, in a numeric field, an error message could say “the
value must be between 1 and 10.”)
The following instructions use the customer satisfaction survey as an example.
To modify the message that appears when a required field is empty:
1. In Symantec Workflow, open the SD.CustomerServiceSurvey project.
2. Double-click the “Customer Service Survey Main Form” Form Builder component.
This opens the Web Form Editor.
3. Within the Form Builder component, find the required field for which you want to
edit its error message. (The label shows a red asterisk to indicate it is required.)
Double-click the field. For example, double-click the radio button field corresponding
to the “Overall quality of the solution?” field.
4. Scroll to the bottom of the Functionality tab. Modify the Required Error Message
field as desired. (For example, change “Please answer the Overall Quality question”
to “Please let us know how you rate the overall quality, your opinion is important to
us.”)
Modify Confirmation Pages Presented to End-Users
There are several confirmation pages presented to end-users, such as:
z
“Thank you” page upon submitting the customer satisfaction survey with positive
results (SD.CustomerServiceSurvey)
z
“Thank you” page upon submitting the customer satisfaction survey with negative
results (SD.CustomerServiceSurvey)
z
Page presented when a ticket is reopened (SD.ReopenIncident)
