Configuring Default Ticket Forms for Each Classification

Default ticket forms can be set for each Ticketing app classification: Incident, Service Request, Problem, Change, Major Incident, and Release. Out of the box, each classification is paired with a form, though administrators can assign any shared form. When a ticket is created, it automatically adopts the classification of its form. Notably, changing a form’s classification will not impact existing tickets, and altering a ticket’s form will not change its original classification.

In this article, we'll cover:

• Setting Default Forms for Each Classification
• Using the Default Forms

Setting Default Forms for Each Classification

Each active classification must have at least one form designated as its default. The Default Classification is clearly labeled in the Default Forms window. The selected Default Classification form will be used for tickets and templates when no classification is specified.

To select the default forms for each ticket classification:

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 Configure Defaults button in the top toolbar
3. Select the appropriate default form for each classification
4. Click Save

Using the Default Forms

To access the default forms in a Ticketing application:

• In Work Management, click the Applications Menu, then select the desired Ticketing Application.
• Click the New button in the Ticketing app toolbar.
• The default form will be displayed first for each classification. Additional forms that are marked as pinned will appear alphabetically beneath the default form.
• The default form for the default ticket classification will also be shown as a link next to the New button.