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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


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titleCreating a 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.

  2. Specify the values in the following fields.

    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.


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


Design
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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.
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title

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 .
    The Display subtab opens.

  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 Style and specify the Label Color and Font Size.

    Info

    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.


  4. 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.

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

  6. Click Save.

    Info

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



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titleSettings

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



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titlePreview

You can view the design updates to the form in the Preview tab. You can specify the values in the fields and test the form.

Note

Ensure to save the changes in the Design tab to get the latest updates in the form.



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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


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titleChange History

The Change History tab contains a table with the history of all changes made to the service. The table contains the following columns.

Column

Description

Changed ByName of the user who modified the form
Changed OnDate and time when the user modified the form, represented in Eastern Time
Short Description

A short description of the modification done to the form.





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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.


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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.



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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.


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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.


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