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titleForms

The Forms tab enables you to configure the fields that appear on tickets for agents and consumers. Forms can be accessed by agents through the Agent Desktop (U-CRM) and by their customers through the Web Widget.

The Forms tab contains the following subtabs:

  • Design: To design the form
  • Settings: To create and design the appearance of the form
  • Preview: To preview your design
  • Activity: To view the tickets that were created using the form
  • Change History: To view the history of the form




You can configure the template for a ticket on the Agent Desktop using a form. 

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.
    Image Modified

  2. Specify the values in the following fields.

Expand
titleCreating a Form
Anchor
Creating a formCreating a form
FieldDescription
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.


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

    Expand
    titleDesign 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
    1. Design

      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:

      1. On the New Form window, click Image Modified.
        The Display subtab opens.


    info

      2. You can create either a stand-alone form or associate the form to Accounts, Contacts, or Tickets.

        1. To associate an entity to a form, enable Associate to Entity.

        2. 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.


        3.  if you select the FIeld as Billing then in the Label text-box the Billing appears.
        4. In the Label Position, select the required position from the drop-down list.
        5. Specify the Placeholder and then select the Column from the drop-down list.

      3. Click

    Save.Add

      1. Style and specify the

    appropriate fields.Click SavetitleUpdate

      1. Label Color and Font Size.

        Info

    You can edit the fields, move up or down, and delete the fields using Image Removedbuttons.

    Expand

      1. If you want the font to be Bold or Italics, enable the appropriate check-boxes. If you do not select any of the options then the font will stay normal.


      2. Click the Validation tab if you have any label constraints, you can specify the label is a mandatory field or is any based on any conditions.

      3. To specify the conditions for the labels, click the Conditions tab and specify the required conditions. 

      4. Click Save.

        Info

        You can edit the fields, move up or down, and delete the fields using Image Addedbuttons.



      Expand
      title
    1. Settings

      You can update the window title, submit button and add the attachments using the Settings subtab.

      To update the settings:

      1. Specify values in the following fields.

        FieldDescription
        Form Titles
        Submit Button
        Success Text
        Error Text
        Theme
        Form
        Fields
        Submit Button
        Layout
        Columns
        Attachments
        Enable Attachments
        Max # number of Attachments
        Required
  • Specify the fields appropriately and click Save.
  • Click Settings.
    The Field Editor dialog box appears.

    • 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 Image Removedor Image Removed as required.

    Info

    To modify the configuration of a field:

    1. On the preview screen, hover over the field whose configuration you want to modify.
    2. Click Image Removed.
    3. Perform Step 5.



      Expand
      titlePreview



      Expand
      titleActivity

      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


      Expand
      titleChange History



    Info

    To filter the entries, enter values in the following fields as required, and then click Search:

    • Action (that is, Insert, Update, or Delete)
    • Changed By (that is, the user ID)

    Click Save.
    The form design is saved.

    NoteIf 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:

    1. On the FORMS subtab, select the checkbox next to the form that you want to modify.
    2. Click Edit.
      The Edit dialog box appears.
    3. Modify the values in the fields as required.
    4. 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
    titleCopying a Form

    To copy the form:

    On the
    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 Image Addedor Image Added as required.


      Info

      To modify the configuration of a field:

      1. On the preview screen, hover over the field whose configuration you want to modify.
      2. Click Image Added.
      3. 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
    copy.
  • Click Copy.
    The Copy dialog box appears.
  • Modify the value in the Name field.
  • Click Save.
      • 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

    Expand
    titleDelete a Form
    To delete

    1. the form:

      1. On the FORMS subtab, select the checkbox next to the form that you want to
    delete
      1. modify.
      2. Click
    Delete
      1. Edit.
        The
    Confirm
      1. Edit dialog box appears.
      2. Modify the values in the fields as required.
      3. Click
    Yes
      1. Save.


      Info

      To

    filter the forms, on the

    1. modify the design of the form, on the  FORMS subtab,

    in the Filter box, enter the text based on which you want to filter the forms. Expand
    titleAdding Settings to the Form
    ExpandtitlePreviewing the Form

    1. double-click the form whose design you want to modify, and then perform Steps 4 through 6.


      Expand
      title
    Viewing the
    1. Copying a Form
    Activity

    1. To

    view all the tickets that were created using a

    1. copy the form:

      1. On the FORMS subtab,
    double-click
      1. select the checkbox next to the form
    for which
      1. that you want to
    view the tickets.
    The Design subtab opens.
  • 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
      1. copy.
      2. Click Copy.
        The Copy dialog box appears.
      3. Modify the value in the Name field.
      4. Click Save.
    Info

    To filter the tickets, enter values in the following fields as required, and then click Search:

  • Ticket Number
  • Ticket Created Date
    • Ticket Closed Date


      Expand
      title
    Viewing the
    1. Delete a Form
    History

    1. To

    view

    1. delete the

    history of a

    1. form:

      1. On the FORMS subtab,
    double-click
      1. select the checkbox next to the form
    for which
      1. that you want to
    view the history
      1. delete.
      2. Click Delete.
        The
    Design tab opens
      1. Confirm dialog box appears.
      2. Click
    the Change History tab.
    A table appears, displaying the following columns:
  • Changed By
  • Changed on
    • Short Description
      1. Yes.


      Info

      To filter the

    entries, enter values in the following fields as required, and then click Search:
  • Action (that is, Insert, Update, or Delete)
    • Changed By (that is, the user ID)

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



    Expand
    titleWorkflows

    You can configure a workflow for tickets so that they undergo a standard process that reduces manual work, saves time, and minimizes errors. A ticket workflow ensures that all tickets are handled in a consistent and timely manner. The Workflows tab of the Ticketing Config window enables you to configure workflows for tickets based on certain conditions when the ticket is created or updated, or when a nightly run is initiated. You can configure a ticket workflow to generate any of the following events:

    • Send an email or SMS
    • Create a work queue task
    • Update a field in a ticket
    • Call an API function
    • Stop the workflow

    The Workflows tab displays the following subtabs:

    • Workflows: Enables you to create a workflow.
    • Design: Enables you to configure a workflow.
    • Activity: Enables you to view all the tickets to which a workflow is applied.

    • History: Enables you to view all the changes made to a workflow.


    Expand
    titleCreating and Designing a Workflow
    1. On the Workflows subtab of the Workflows tab, click New.
      The New Ticket Workflow window appears.
    2. Specify values in the fields, and then click Save.
      The ticket workflow is created, and the Design subtab appears.

    3. Click New Event.

    4. Specify values in the following sections as required:

      • Involves any of these events: Actions when you want the workflow to be triggered (for example, when the ticket is created or updated, or when a nightly run is initiated). If you select the Update Ticket trigger, the workflow is triggered only when a specific field in the ticket is updated.
      • On tickets with these properties: Properties for the tickets on which you want the workflow to be applied. The default value is Always, which indicates that the workflow is applied to tickets regardless of their properties. You can modify the value by using the Edit button.
      • Perform these actions: Resulting actions for the workflow, such as:
        • Send SMS: Sends an SMS.
        • Send Email: Sends an email.
        • Create WQ Task: Creates a work queue task.
        • Update Ticket Field: Modifies the value in a field in the ticket. 
        • Call Function: Calls an API function.

        • Stop Workflow Execution: Stops the workflow.
          After you specify a value in the Action Type field, click Add, and then specify values in the fields that appear.

          Info
          • When you add the Send SMS action, the Send SMS to section appears, displaying the following fields:

            • Template: Enables you to select an SMS template. The message in the selected template appears in the section.

            • To: Enables you to specify a phone number or select one of the following options:
              • contact.phone1: Phone number of the contact associated with the ticket.
              • ticket.phone1: Primary phone number associated with the ticket.
              • ticket.phone2: Secondary phone number associated with the ticket.
          • When you add the Send Email action, the Send EMAIL to section appears, displaying the following fields:

            • Template: Enables you to select an email template. The message in the selected template appears in the section.

            • To: Enables you to specify an email address number or select one of the following options:
              • contact.email: Email address of the contact associated with the ticket.
              • ticket.email: Email address associated with the ticket.
            • CC and BCC: Enables you to add CC and BCC email addresses. This is available in both Template and free-form options.
          • When creating a work queue task, you can specify the due date and due time for the task.
          • You can delete an action by using  next to the action.



    5. Click Save.
      The workflow is designed, and the event appears on the Design subtab.

      Info
      • For the same event (Create Ticket, Update Ticket, or Nightly Run), you can add another design (that is, specify additional ticket properties and actions for the workflow) by using next to the event.
      • You can modify a design by using next to the design.
      • You can add another event by using the New Event button.
      • You can delete an event by using next to the event.


    Info
    • To filter the workflows, on the WORKFLOWS subtab, in the Filter box, specify the text based on which you want to filter the workflows.
    • To modify a workflow, on the WORKFLOWS subtab, click the row displaying the workflow, and then use the Edit button.
    • If you want to apply a workflow to a ticket, you must publish the workflow. To publish a workflow, on the WORKFLOWS subtab, click the row displaying the workflow, and then click Publish.
    • The Edit button is disabled for a published workflow.
    • To copy a workflow, on the WORKFLOWS subtab, click the row displaying the workflow, and then click Copy. If the workflow that you copied is already published, you cannot publish the copy unless you unpublish the copied workflow.
    • To unpublish a workflow, on the WORKFLOWS subtab, click the row displaying the workflow, and then click Unpublish.
    • If a workflow is published, you cannot modify it unless you create another version of it. To create another version, on the WORKFLOWS subtab, double-click the row displaying the published workflow, and then click New Version. The new version of the published workflow will be in the draft state. You can publish the new version; however, doing so will delete the published version.

    • To delete a workflow, on the WORKFLOWS subtab, click the row displaying the workflow, and then use the Delete button.



    Expand
    titleViewing the Workflow Activity

    To view all the tickets to which a workflow was applied, on the WORKFLOWS subtab of the Workflows tab, double-click the workflow for which you want to view the tickets, and then click the Activity subtab.
    A table with the tickets to which the workflow was applied appears. The table displays the following columns:

    • Version: Version of the workflow that was applied to the ticket.
    • Executed on: Date and time when the workflow was applied to the ticket.
    • Ticket: Number of the ticket.
    • Ticket Name: Subject of the ticket.
    • Event: Event (trigger) when the workflow was applied to the ticket (that is, when the ticket was created or updated, or when a nightly run was initiated).
    • Condition: Properties of the ticket based on which the workflow was applied to the ticket. The value Always indicates that the workflow was applied to the ticket regardless of its properties.
    • Action: Action resulting from the workflow.
    • Action Body: Details about the action.


    Expand
    titleViewing the Workflow History

    To view all the changes made to a workflow (including its design), on the WORKFLOWS subtab of the Workflows tab, double-click the workflow for which you want to view the changes, and then click the History subtab.
    A table with the changes appears, displaying the following columns:

    • Version: Version of the workflow on which the change was made.

      Info

      If any change is made to a workflow after it is published, the version of the workflow is incremented.


    • Changed on: Date and time of the change.
    • Updated by: ID of the user who made the change.

    • Entity: Entity that was changed.

      Info
      • The value WORKFLOW indicates that the workflow was changed.
      • The value TRIGGER indicates that the design of the workflow was changed.


    • Ticket Type: Section of the workflow design that was changed.

      Info
      • The value EVENT indicates that the Involves any of these events section of the design was changed.
      • The value CONDITION indicates that the On tickets with these properties section of the design was changed.
      • The value ACTION indicates that the Perform these actions section of the design was changed.


    • Operation: Type of change made to the workflow (for example, create, update, publish, unpublish, or delete).
    • Details: Description of the change.


    ...