Convert a Service-Specific Form (Portal Editable) to a Shared Form (TDAdmin Editable)

Issue

• I created a form in the portal but cannot edit it in TDAdmin
• We made a form in the portal and do not want to lose the form or attributes if the service association changes

Environment

• Creating/Editing a Service-Specific Form in the Client Portal:
  • Client Portal Technician-Level Access
  • One or more of the following:
    • Ownership of a Service
    • Add Services permission in the Client Portal Security Role
    • Manage All Services permission in the Client Portal Security Role
• Converting a Service-Specific Form to a Shared Form in TDAdmin
  • Global TDAdmin access OR
  • App Admin access to the Ticketing Application the service is associated with

Resolution

1. Navigate to the Forms Admin Page:
   1. Global Admins: TDAdmin > Applications > [Ticketing App] > Forms
   2. App Admins: Work Management > View Applications > [Ticketing App] > Settings Gear > Admin > Forms
2. Click the Name of the Form to convert 
   It will have the same name as the service
3. Click the Services tab
4. Click the Convert to Shared button just below the blue notification box explaining the service specific form
5. Click OK in the pop-up window to confirm

Cause & Additional Information

The ability to edit a form in the service portal gives flexibility to service owners who otherwise should not have full ticketing app admin access.  However, when a form is created in the client portal it is only associated with that service.  If the form is removed from that service, or if the service is removed, the form and all its associated attributes are also removed from the application.  To avoid this, the form must be a shared form, which can then only be edited in TDAdmin by Global or Ticketing App Admins.