Page History

To create and design a form:

1. On the Ticketing Config screen, click the Forms tab and then click New.
   The Create Form window appears.
   
   

2. Specify the values in the following fields.

   Field	Description
   Name	Enter a name for the form.
   Description	This field is optional. Enter the description of the form.
   Published	Select the checkbox if you want the form to be automatically published when it is created.

   
   

3. Click Save.
   The form is created, and the Design subtab opens.
   

   Expand
   title Design Tab
   After the form appears in the Design tab. You can add fields, set styles, validate the length, and set conditions for the fields to appear in the form. The following subtabs appear when you want to add the fields to the form: Display: You can specify the Field Type, Label, Placeholder, and Column. Style: You can specify the Label Color and Font Size. You can also specify if the text should be Bold or Italic. Validation: You can specify the Minimum Length and Maximum Length of the field. You can set the condition by choosing No, Always, and On-Conditions. Conditional: You can specify if the field should be Display or Hide, select the When the Form Field type, and also set the value in the Has the Value.

   
   

   Expand
   title Designing a Form
   You can design the form by adding fields, labels, setting the label position, a placeholder of the fields, and columns for the form.  To design the form: On the New Form window, click . The Display subtab opens. Info You can create either a stand-alone form or associate the form to Accounts, Contacts, or Tickets. To associate an entity to a form, enable Associate to Entity. In the Entity field, select an Entity and then the Field from the drop-down list. Info If you select the Entity, you must also add a field to select the Name. For example, you select the Entity as Accounts, then you must add another Field to specify the Account Name.  if you select the FIeld as Billing then in the Label text-box the Billing appears. In the Label Position, select the required position from the drop-down list. Specify the Placeholder and then select the Column from the drop-down list. Click Save. Add and specify the appropriate fields. Click Save. Info You can edit the fields, move up or down, and delete the fields using Image Addedbuttons.

   
   

   Expand
   title Update Settings
   You can update the window title, submit button and add the attachments using the Settings subtab. To update the settings: Specify values in the following fields. Field Description Form Titles Submit Button Success Text Error Text Theme Form Fields Submit Button Layout Columns Attachments Enable Attachments Max # number of Attachments Required

   
   

1. Specify the fields appropriately and click Save.
2. Click Settings.
   The Field Editor dialog box appears.

3. Configure the fields as required, and then click Save.
   A preview of the form appears on the Design subtab.

   Info
   To move a field, on the preview screen, hover over the field that you want to move, and then click or as required.

   
   

   Info
   To modify the configuration of a field: On the preview screen, hover over the field whose configuration you want to modify. Click . Perform Step 5.

   
   

4. Click Save.
   The form design is saved.
   

   Note
   If you want the form to be available on the Designer Desktop, you must publish the form. To publish the form, on the FORMS subtab, select the checkbox next to the form that you want to publish, and then click Publish. If you want the form to be available on the Agent Desktop, you must map the form to the Forms element through the Desktops tab of the Designer screen of the Designer Desktop.

   
   

   Info
   To modify the form: On the FORMS subtab, select the checkbox next to the form that you want to modify. Click Edit. The Edit dialog box appears. Modify the values in the fields as required. Click Save.

   
   

   Info
   To modify the design of the form, on the  FORMS subtab, double-click the form whose design you want to modify, and then perform Steps 4 through 6.

   
   

   Expand
   title Copying a Form
   To copy the form: On the FORMS subtab, select the checkbox next to the form that you want to copy. Click Copy. The Copy dialog box appears. Modify the value in the Name field. Click Save.

   
   

   Expand
   title Delete a Form
   To delete the form: On the FORMS subtab, select the checkbox next to the form that you want to delete. Click Delete. The Confirm dialog box appears. Click Yes.

   
   

   Info
   To filter the forms, on the FORMS subtab, in the Filter box, enter the text based on which you want to filter the forms.

   
   

To view all the tickets that were created using a form:

1. On the FORMS subtab, double-click the form for which you want to view the tickets.
   The Design subtab opens.
2. Click the Activity subtab.
   A table appears, displaying the tickets that were created using the form. The table contains the following columns:
   • Entity
   • Number (that is, the number of the ticket)
   • Created By
   • Created Date

To view the history of a form:

1. On the FORMS subtab, double-click the form for which you want to view the history.
2. The Design tab opens.
3. Click the Change History tab.
   A table appears, displaying the following columns:
   • Changed By
   • Changed on
   • Short Description