Using Ticketing Forms in the Service Catalog

When Ticketing forms are made available through the Client Portal Service Catalog, end users can submit service requests that automatically generate tickets in your ticketing applications. This integration creates a seamless self-service experience while ensuring that all necessary information is captured for efficient ticket resolution.

Forms can be configured for public access, allowing unauthenticated users to submit requests through the Client Portal Service Catalog without logging in. This capability is particularly valuable for external-facing support scenarios or initial contact forms. For example, you may create a public Password Reset service for employees who forget their logins or for vendors who do not have logins.

In this article, we'll cover:

• Creating or Assigning Ticket Forms to a Service
• Making a Service Request Form Available to the Public
  • Configuring Public Access
  • Enabling Workflows for Public Forms
• Sharing a Service Catalog Form
• Convert a Service-Specific Form to a Shared Form

Creating or Assigning Ticket Forms to a Service

If a form is not specified, the service will use the default from the selected Request Application.

1. In the Client Portal, navigate to Services > service category > desired service
2. Click Edit Service
3. On the Form tab, choose whether to create a form or use an existing one, then follow the steps below:
   1. Create a New Form - Make a purpose-built, service-specific form. (Service-specific forms cannot be used for other services.)
   2. Use an existing Shared Form - Select an existing form from the list of shared forms
   3. Create a new form using an existing Shared Form - Copy an existing form from the list of shared forms. This new form will be considered service-specific and not reusable by other services. 

Use an existing form from the Ticketing application:

• On the Form tab, choose Use an existing Shared Form
• Select the Existing Form from the dropdown, then click Save
• If needed, set the Public Requestor Settings (see below for details)
• Click Save

Create a new, service-specific form using an existing Shared Form:

• On the Form tab, choose Create a new form using an existing Shared Form
• Select the Existing Form from the dropdown, then click Save
• You can change the Classification
• Click Open Form Builder
• Configure the form fields and content. See the Creating and Managing Ticketing Forms article for details.
• When finished, click Save, then close the Form Builder tab or window.
• If needed, on the Form tab, set the Public Requestor Settings
• Click Save

To create a new form specific to the service:

1. In the Client Portal, navigate to Services > service category > desired service
2. Click Edit Service
3. Select Create a New Form
4. Select the Classification that will be used to organize the request tickets throughout the system.
5. Configure the form fields and content. See the Creating and Managing Ticketing Forms article for details.
6. When finished, click Save, then close the Form Builder tab or window.

Making a Service Request Form Available to the Public

There are scenarios where you may need to allow public users (non-logged-in users) to submit requests to your team. 

Configuring Public Access

To make a service form available to public users:

1. In the Client Portal, navigate to Services > service category > desired service
2. Click Edit Service
3. On the Form tab, set the Public Requestor Settings; these only apply to non-authenticated users:
   • Allow Public Requestors - Check to make the form public
   • Default Acct/Dept - Set a default in the event the requestor's department cannot be identified
   • Optional Requestor Form Fields:
     • Include a field for the requestor's phone number on the form.
     • Include a CAPTCHA field on the form.
   • Requestor Matching Mode - Specify how to handle the requestor contact information:
     • None - Requestor information will be entered as read-only text in the new ticket.
     • Match using Email Address - If no requestor is found, enter the requestor information as read-only text in the new ticket.
     • Match using Email Address - If no requestor is found, create a new requestor and associate that record with the new ticket.
4. Click Save.

Enabling Workflows for Public Forms

By default, tickets submitted by public users don't automatically have workflows applied. However, you can enable specific workflows to run on tickets created by public forms by enabling the "Public and Read-Only Requestors" submission option. See the Configuring Ticket Workflows article for more details.

Alternative approach for specific cases: If someone who has a user record submits a ticket as a public requestor (for example, if an employee forgot their login credentials), technicians can:

1. Update the requestor field after submission to link it to the correct user record
2. Manually apply the appropriate workflow to the ticket

Sharing a Service Catalog Form

There are two options available for sharing the form outside the Client Portal:

• Get a Link - Share a link that leads users directly to the public request form for the service. This can be useful when communicating by email, or you can set up a QR code to post in areas relevant to a specific service.
• Embed Form - Use the iframe HTML to embed the public form for the service in an external site.

Convert a Service-Specific Form to a Shared Form

The ability to create and edit forms in the service catalog lets service owners manage their forms without requiring Ticketing app admin access. However, when a form is created in the service catalog, 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 prevent losing the form, it can be converted to a shared form that can then be edited only in TDAdmin by Global or Ticketing App Admins.

1. Open the Forms page in the Admin UI:
   • Ticketing Application Admins: In Work Management, open the Ticketing Application, click the gear icon in the top-right corner, select Admin from the menu, then Forms in the left navigation
   • Global Admins: In TDAdmin, go to Applications, select the Ticketing Application, then click Forms in the left navigation
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
5. Click OK in the popup to confirm