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The Forms tab enables you to configure the fields that appear on ticketswhile creating a ticket, accounts, and contacts. Agents using the U-CRM Agent Desktop can use web forms when creating accounts, contacts, and tickets. 

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titleForms Tab

The Forms tab contains the following subtabs:

  • Design: Used to design the form
  • Settings: Used to create and design the appearance of the form
  • Preview: Used to preview your design
  • Activity: Used to view the tickets that were created using the form
    • Change History: Used to view the history of the changes made to the form and who had made the changes.


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titleCreating a Form

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

To create a form:

  1. On the Ticketing Config 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 checkbox while creating the form, you can opt to publish the form later. To publish 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 an 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 The form gets unpublished and an  icon appears in the Published column.


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

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titleDesigning a Form

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 HideYou can define a condition for a field to be displayed and also set a rule as to when it must be displayed. 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 alone field or associate have the form field to be either from Accounts, Contacts, or Tickets.

    1. To associate an entity to a form, enable Associate to EntityYou can use a field from Accounts, Contacts, or Tickets. Enable Associate to Entity option.

    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.

    Info

    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 filed is a mandatory field or is any based on various conditions.

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

  6. Click Save.

    Info

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


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titleSettings Tab

The Settings subtab enables you to specify the Messages, Theme, Layout, and Attachments Attachments for a form.

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 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.

    Info
    titleinfo
    • 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.


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titleCreating and Designing a Ticket View

To create and design a ticket view:

  1. On the Views tab, on the VIEWS subtab, click New.
    The New Ticket Search View window appears.

  2. Specify values in the following fields, and then click Save:

    • Name: Identifies the view.

    • Type: Indicates the type of ticket display (that is, ticket dashboard or ticket list) to which the view is applicable.

    • Description: Provides a description of the view. This field is optional.
      The ticket view is created and is available on the VIEWS subtab. The Design tab appears to enable you to design the view.

  3. On the Design tab, specify values in the fields.

    Info

    For information about the fields, see the Subtabs Used When Designing a View topic in the Product Documentation.


  4. Click Save.
    The design of the ticket view is saved.

    Tip

    In the Ticketing Config window, on the Views tab, on the VIEWS subtab, you can:

    • Preview a ticket view by double-clicking the row displaying the view and then clicking the Preview tab.
    • Modify, copy, or delete a ticket view by selecting the row displaying the view and then using Edit, Copy, or Delete, respectively.
    • Modify the design of a ticket view by double-clicking the row displaying the view.
    • View a summary of all changes made to a ticket view by double-clicking the row displaying the view and then clicking the Change History tab.
    • Filter the ticket views by entering in the Filter box the text based on which you want to filter the views.


Managing a View

You can view your tickets by specifying the criteria in the filter Criteriatab. By default, the filter Criteriatab consists of a few fields. You can specify your choices in the fields and save the changes.

Info

The Summary section displays the following:

  • Filter Criteria: All the selected criteria appear.
  • Fields to Display: All the fields that are present in the Filter Criteria tab will appear.
  • Restrict Editors: If the ticket contains any restricted editors, then the name will appear.
  • Restrict Visibility: If the ticket contains any restricted visibility, then the name will appear.

Screen

The Screen tab of the Ticketing Config window enables you to configure the display of the main area of a ticket and the Detail tab of a ticket for a specific ticket type.

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titleSpecifying a Label Component for the Label

You can categorize a label at the component level. 

To create a label component:

  1. On the Settings tab, in the Label Components section, click New.
    The New Component window appears.

  2. In the Please enter label name field, enter a prefix for the label, and then click Save.
    The label component is created, and it appears in the Label Component section. This component appears as an option in the Components field of a ticket when the associated label is selected in the Label field.

    Tip
    • If you do not want a component to appear as an option in the Components field of a ticket, in the Components section, in the row displaying the component, clear the Public checkbox.
    • The order in which the types appear in the Components section represents the order in which they appear as options in the Components field of a ticket. You can modify the position of a component by dragging the name of the component in the Components section to the position you want.
    • In the Types section, you can:
      • Modify the name of a component by clicking the Name cell in the row displaying the component and then entering the name you want.
      • Search for a component by entering the partial or complete name of the component in the Filter box .
      • Delete a component by hovering over the row displaying the component and then clicking the delete icon.


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