Overview/Creation of Public Forms

Summary

As of version 9.4.1, support for public forms was added to the TeamDynamix application suite. This allows Services to be configured such that unauthenticated Client Portal visitors can submit ticket requests. At this time, public forms are only supported for ticket requests, and cannot be used for Project or Link services. The following sections detail how public forms can be created, as well as some of the available configuration options.

Public Form Creation

Creation of public forms is no different from creating a new service, although it must be appropriately configured for public consumption. When creating a service, public forms can be used if the Request Application / Type is referencing a ticketing application and one of its types. This can also be specified for existing services by editing the Settings tab and saving.

Once the service references a ticketing application, it can be configured to allow public requestors by editing it in the Client Portal. This can be performed by editing the Form tab of the service and ensuring that it has a custom form selected before clicking the Save button. After a custom form has been associated with the service, locate the secondary Settings tab as follows:

It is worth noting that the secondary Designer tab will be hidden when using a service which is managed in the Admin application. However, it will be visible if the form's fields can be edited from within the Client Portal.

Now that the service has been configured for public consumption, a Public Requestor Settings section will appear at the bottom of the page. The following section details the configuration options for public forms.

Public Form Configuration

The following configuration options are available for public forms:

  • Allow Public Requestors: Whether unauthenticated users will be able to fill out and submit the form. If enabled, there will be required fields for the requestor to provide their first name, last name, and email address.
  • Default Acct/Dept: The acct/dept which will be associated with the ticket when the requestor's acct/dept cannot be determined. This field is required if public requestors are enabled for the service.
  • Include requestor phone number field on form: Whether a phone number field is included in the form. If enabled, the field will still be optional on the form and can never be marked as required.
  • Include captcha field on the form: Whether a captcha field will be included on the form. This ensures that forms are being submitted by people as opposed to internet bots and other automated internet systems.

    NOTE: If public requestors are enabled for the service, it is highly recommended that a captcha is included on the form. Otherwise, there is no way to ensure that all tickets submitted via this service are legitimate Client Portal visitors.
     
  • Requestor Matching Mode: The mode to use when matching up the ticket requestor's email and existing TeamDynamix user records. If matching is enabled, user records will be searched based on Primary Email, Alert/Notification Email, and Alternate Email (in that order). The following matching modes are supported:
    • None: The requestor information will be added to the ticket as plain-text, and no existing user will be selected as the requestor.
    • Straight Copy: Existing users will be searched with the above logic. If a record is found, that user will be marked as the requestor on the ticket. Otherwise, the information will be added to the ticket as plain-text.
    • Create Customer: Existing users will be searched with the above logic. If a record is found, that user will be marked as the requestor on the ticket. Otherwise, a new customer record will be created with the provided name and email, and will be marked as the requestor of the ticket.

After configuring the form to be public, you can preview what the form will look like to unauthenticated requestors, as detailed in the following section.

Public Form Preview

After the form has been configured, the Preview tab is shown so that you can easily see what the form will look like to requestors and technicians (via the "Client Portal" and "TDNext" options). Further, after a ticketing form has been made publicly available, this preview page will also display a "Client Portal (Public Requestor)" visibility option.

When this is preview mode is selected, it is almost the same as the "Client Portal" view, although with the following differences:

  • All lookup fields will be hidden
  • Required First Name, Last Name, and Email Address fields will be rendered at the bottom of the form
  • An optional Phone Number field will be displayed at the bottom of the form, if configured in the public form settings
  • A required captcha field will be displayed at the bottom of the form, if configured in the public form settings
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Details

Article ID: 22217
Created
Wed 12/28/16 12:59 PM
Modified
Fri 6/19/20 1:16 PM