Creating and Managing Ticketing Forms

This article discusses the creation and modification of forms via TDAdmin

Ticket forms are fully customizable, enabling you to ask the right questions upfront, collect all of the relevant information, and know the details needed to get things done. Each time a form is submitted, a ticket is created. Customers use forms in the Client Portal to submit requests; technicians use them in the Ticketing application to create tickets; and the Email Service can also use them to create tickets.

In this article, we'll cover:

• Features
• Creating a New Ticket Request Form
• Configuring Ticket Forms
  • Available Form Fields
  • Manage Fields in the Form Designer
  • Adding or Modifying Form Fields
  • Adding Static Content to Forms
  • Manage General Form Settings
  • Form Permissions
• Creating or Assigning Ticket Forms for a Service
• Assign a Form to an Email Ticket Creation Rule
• Replace/Reassociate an Active Form

Features

• The Form Designer enables you to tailor forms to create, edit, and update tickets within the Work Management Ticketing application and Service Catalog.
• Each Classification has a Default form assigned, and applies across the ticketing application. When a ticket is created without a form specified, the default is used. The defaults can be updated in the Admin UI. TeamDynamix provides default forms, such as the incident and service request forms, out of the box. When a form is used as a default for its classification, the classification cannot be changed, and the form cannot be deactivated. It will also be visible in TDNext and pinned by default.
• Custom forms collect issue-specific information that will help technicians resolve the request. Custom forms are also typically configured to prefill certain values, such as service type and responsibility.
• Service-specific forms are created and edited only through the Client Portal, but will appear in the Admin UI Forms page list.
• Forms built in TDAdmin are considered shared forms and can be used for many services, but they cannot be edited in the Client Portal.
• Public forms allow unauthenticated Client Portal visitors to submit ticket requests.
• Form fields can be hidden in either the Client Portal or Work Management, which means customers in the Client Portal only see the fields that are relevant to them

Creating a New Ticket Request Form

To create a new ticket request form:

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 +New button
   1. In the New Form pop-up, enter a Name
   2. Classification: Set the classification of tickets created using this form
   3. Active: New forms are Active by default. Uncheck this box to make the form inactive
   4. Initially expand all help: Use this option to expand available help text on the form automatically
   5. Copy From: Select an existing form to use as a starting point for your new form
3. Click Save

The new form will appear in the Forms list. Now you can configure it using the Form Designer.

Configuring Ticket Forms

With the form created, you can now add and order fields and edit their properties.

Each tab at the top of the designer provides the following settings:

• Designer - Manage the form content. Choose the fields, set the order, and determine settings for each field
• Settings - Change the form name, classification, technician access, and other options
• Preview - See a preview of the current form as it will appear in the Client Portal or Work Management.
• Services - Review a list of all the services that use the form
• Permissions - Specify groups who can or cannot use the form

Available Form Fields

Standard Fields

Field Visibility Options

Because shared forms can be used in both the Service Catalog and the Ticketing application, there are separate visibility options for each application. Each field in the form offers the following options for the fields in each of the Client Portal and Work Management:

• Hidden
• Read-Only
• Editable
• Editable and Required

Note that several fields are available for use only within Work Management and will offer only the 'Hidden' option for the Client Portal.

Common Field Customization Options

Each field in the form offers the following customization options by clicking Edit:

• Custom Field Name - can change the field name, 
• Apply Default Value for TDNext - When checked, ensures the default value specified on the form is respected when the form is used in Work Management. When this is unchecked, the field will not be defaulted within Work Management. The default value will always be used for the Client Portal view.
• Custom Help Text - Any custom help text entered will be displayed as the help text for this field whenever this form is used. To use the default help, leave this field blank or remove any values saved here.

A default value can be set for all fields except Attachment.

Custom Attributes

Custom attributes supplement standard fields by capturing specific information needed to resolve the request. For example, a custom attribute could capture information about the type of device the user is having the issue with. 

Manage Fields in the Form Designer

The Form Designer features two columns: the left column displays the form with currently selected fields, while the right column lists unused fields available for addition. To add a field, drag and drop the field to your desired location, or click the blue plus button in the right column to place it at the bottom of the form.

After adding a field to the form, configure its settings to guide and standardize responses. Use options such as default values, permissions, placeholder text, and the required field setting.

Exercise caution when using read-only or hidden fields in the Work Management view of a form. If a field is set to read-only or hidden, its value will always remain fixed whenever the ticket is edited—even if it previously had a different value before the form was selected. Only use the "read-only" or "hidden" settings if you intend to enforce the field's value every time the form is used.

By default, all forms include two required fields: Title and Acct/Dept. These can be modified in the Designer.

Adding or Modifying Form Fields

1. Open the Forms configuration page:
   • 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 desired form.
3. Add fields to the form by dragging them from the right column.
4. Once added to the form, make adjustments to the field settings:
   1. Click Edit below a field on the form.
   2. On the Edit Field Settings pop-up, make adjustments
5. To remove a field from the form, click the Remove button.
6. When you are done making changes, click the Save button.
7. Click the Preview tab to see what the current form configuration will look like in the Client Portal or Work Management (TDNext​​​​​).

Adding Static Content to Forms

The form builder in the Designer View allows you to add static content to forms. You can add headings, instructional text, and other formatted content.

To add static content to your forms:

1. In the Form Designer, drag the Add Static Content field onto the desired spot on the form.
2. In the Add Static Field pop-up, choose one of the following Element Types:
   • Heading - Text heading styles. Heading 1 is the largest, and Heading 6 is the smallest
   • Text Block - Plain text-only content block, with no formatting
   • HTML Block - HTML content that can be input using the editor or as HTML
   • Horizontal Rule
3. In the content field, enter the text you’d like to display.
4. Click the Save button.
5. Drag-and-drop the element in the Form Designer to adjust the placement.
6. When finished, click Save.

Manage General Form Settings

You can manage the following options on the Settings tab:

• Name - The form name can be modified at any time.
• Classification - The classification of tickets created using this form. This can be changed only if the form is not the default for the classification.
• Show in TDNext Create and Edit - When enabled, the form will be available for use when creating or editing items directly in the Ticketing application. When disabled, this form will continue to be applied to tickets already using it, but it cannot be selected when adding or editing tickets.
• Pinned - Pin the form to the top of the classification in the Form dropdown of the Ticketing application.
• Initially Expand All Help - When enabled, all help text will automatically appear on the form fields by default.
• Active - When enabled, this form is available for use in the Ticketing application and Service Catalog. Deactivating will remove the form from any associated services. This includes any configured settings for public requests and email monitor rules.

To review a list of all services currently using the form, click the Services tab.

Set Form Permissions

You can manage form availability for services in the Client Portal and tickets in the Ticketing application by granting or denying access based on user groups.

 Note that users with the "The user will be able to select any ticketing form for entry" Ticketing app-level permission can select the form regardless of any groups they may or may not belong to.

To control access to a form by group:

1. Click the Permissions tab in the form editor.
2. In the Add Groups field, select the group(s) that you want to control access for.
3. Select the appropriate Form Permissions option:
   • Allow all individuals to select this form for entry EXCEPT the associated groups below (i.e., a deny list)
   • Allow ONLY the associated groups below to select this form for entry (i.e., an allow list)
4. Click Save

Creating or Assigning Ticket Forms for a Service

Ticket forms can be added to services and accessed by users in the Client Portal Service Catalog. By default, these are available to authenticated users, but can be configured for public access. 

Service Managers and Service Owners have special permissions that allow them to create ticket forms specifically for their services through the Service Catalog. This delegation of form management allows service owners to maintain autonomy over their service request processes without requiring full administrative access to a ticketing application.

To select an existing form used by a service:

1. In the Client Portal, navigate to Services > [service category] > [service to modify]
2. Click Edit Service
3. In the Form tab, update or modify the form (if it is a service-specific form) and the public requestor settings.
4. Click Save.

See the Related Articles for details on creating service-specific ticket forms.

Assign a Form to an Email Ticket Creation Rule

You can give your clients a direct way to submit tickets via email. The Ticketing application Email Monitor service connects to an email inbox and generates tickets when new messages are received. The Email Monitor rules determine which emails generate a ticket, the form to use, and other specific details to include in the ticket upon creation.

To set up email monitor rules: 

1. In TDAdmin, go to Applications > [Ticketing Application] > Email > Email Monitors.
2. On the Email Monitor details page, click the Rules tab. 
3. Click the +New button to create a new rule. 
4. Enter a Name for the rule. 
5. In the Contains field, enter the text value that the rule will search for. 
6. Under the Ticket Profile fields, select the Form to use and configure any other parameters for the new ticket.
7. Click Save. 

Replace/Reassociate an Active Form

You can replace one active form with another and move the existing relationships with other elements within the system. The Reassociate Form action updates any services, tickets, and public request settings that were linked to the original form.

 Note that the classifications of existing tickets will remain unchanged.

To replace a form:

1. Open the Forms configuration page:
   • 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 Reassociate button
3. In the popup, select the form you want to move the services, tickets, and public request settings from in the Reassociate Form dropdown
4. Select the form you want to move these relationships to in the To Form dropdown
5. Click Reassociate and confirm the action