Service Forms: Where you can view them and the difference in that view.

I wanted tech support to have an easier and faster way to create tickets from forms. I defaulted the Service Request in Tickets Details and then selected the General Request they use the most. 

When you select that option in stead of +New, you get the general form and at the top is a way to change that form that list every form there is. 

I noticed with my TDX service I created, the defaults I used in the form do not carry over, and have different values. Additionally, there were options that were added, that shouldn't have been because it looks like 'Service Offerings' isn't on any of my services including the general form. Here is a screen shot of the issues between the two. 

Side note, when I select +New and find that form/service on the drop down, all of the defaults are correct.

You can see in the png, the red show the same form, blue is the differences and highlighted yellow is the extra.

Asked by Justin Goode on Tue 11/28/23 1:52 PM Last edited Thu 11/30/23 10:31 AM
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Answer (1)

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Brittany Renn Thu 11/30/23 9:56 AM

Hi Justin, 

The Service Offering field is most likely showing because whatever Service is selected on the form has a Service Offering configured. That said, I'm not too sure where those default values are coming from first hand. Could you post a screenshot of the button in TDNext that was used to create the ticket? 

Thanks,
Brittany Renn
TDX Support

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For the service offerings, I don't have any service that has service offerings, in the designer it isn't there but oddly showing up still.
For which button we choose, if I select the +General, and then change the form on the *forms section at top, that's where it shows wrong I want to say internal information. Why would it only change half of the form to what form you select? - Justin Goode Thu 11/30/23 10:34 AM
There are some default fields that show up no matter if they are added onto the form or not, and Service Offering is one of them.

As for your forms, if you have default values configured on any of your form fields for the form you are initially opening, it will try to preserve them when you then go and change to another form. - Mark Sayers Thu 11/30/23 10:53 AM
You'd want to click the Reset button (on the new ticket creation window only, this doesn't appear on a ticket Edit page) to set the form to use the default values of the newly selected form. - Mark Sayers Thu 11/30/23 10:54 AM