U17 Pop-Out Help

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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 The form gets unpublished and an  icon appears in the Published column.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: You 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 field or have the field to be either from Accounts, Contacts, or Tickets.

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

  5. To specify the conditions for the fields, 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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titleDefining Link Types

In a ticket, you can link the status of another tickets, KB (Knowledge Base articles), or URL to a ticket so that it appears in the Links tab of a ticket. You can create the pre-defined status in the Link Types section by specifying the name (status) inward description (enhancing the status description), and the outward description (this description appears in the Links tab of a ticket). 

  1. On the Settings tab, in the Types section, click New.
    The New Link Types window appears.
    Specify the Link Type name, Inward Description, and Outward Description.
  2. Click Save.
    The types list is created, and it appears in the Link Types section. 

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