Page History

On the Agent Desktop, you use a form to configure the template used for a ticket. 

To create and design a form:

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

2. Specify the values in the following fields. 

   1. Name: Specify the name for the form.
   2. Description: Provide information about the form. This field is optional.

   3. Published: Select this checkbox if you want the form to be automatically published when it is created.

      Info

      If you haven't selected the Publish check box the Publish checkbox while creating the form, you can opt to publish the form later. To publish the form , select the form at a later stage, from the Ticket Config > Forms window, select the checkbox next to the form, the Publish button is enabled, click Publish. The form is published and anImage Added icon appears in the Published column. To unpublish an already published form, select the checkbox and then click Publish button. The form gets unpublished and an Image Added icon appears in the Published column.

      
      

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

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 to add fields to the form:

• Display: Specify the Field Type, Label, Placeholder, and Column.
• Style: Specify the Label Color and Font Size. You can also specify whether the text should be Bold or Italic.
• Validation: Specify the Minimum Length and Maximum Length of the field. You set the condition by choosing No, Always, and On-Conditions.
• Conditional: Specify whether the field should be Display or Hide. Select the When the Form Field type, and also set the value in the Has the Value.

You add fields, labels, set the label position, create a placeholder for fields, and add columns to the form. 

To design the form:

1. On the New Form window, click .
   The Design 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 select the Field for the entity from the drop-down list.
      

      Info
      If you select Entity, you must also add a field for the entity you have selected. For example, if you select the Entity as Accounts, then you must add fields to the Accounts entity.

      
      

   3.  If you select the Field as Billing then in the Label text-box the Billing field appears.
      
   4. In the Label field, specify a name for the form.
   5. In the Label Position, select the required position from the drop-down list.
   6. Specify the Placeholder and then select Column from the drop-down list.

3. Click Style and specify the Label Color and Font Size.

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   If you want the font to be bold or italics, enable the appropriate checkboxes. If you do not select any of the options then the font will remain normal.

   
   

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

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

6. Click Save.
   

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   You can edit the fields, move the fields up or down, and delete the fields using the following icons:.

   
   

The Settings subtab enables you to update the window title and Submit button, and add attachments.

To update the settings:

1. Specify values in the following fields.
   Messages
   

   • Form titles: Specify a form title. This title is displayed on the web form when an agent creates a record on the U-CRM Agent Desktop

   • Submit button: Specify the text for the button.

   • Success text: This message is displayed when creating a ticket.
   • Error text: Specify the error message.

   Theme
   

   • Form: Select the form color.
   • Fields: Select the field color.
   • Submit button: Select the Submit button color.

   Layout
   

   • Columns:  Select Select the columns from the list.

   Attachments

   • Enable Attachments: If you enable this option, the Attachments box appears.
   • Max # number of Attachments: Specify the number of attachments that you can attach.

   • Required: Enable this option if the attachments are mandatory.

2. After updating the form, click Save.

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   title info
   If you wish to delete the updates to the form, click the Delete button. Click the Refresh button to view the updated changes to the form.

   
   

You can view the form history in the Activity tab.

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