Page History

The Forms tab contains the following subtabs:

• Design:

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 Image Added.
   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 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:Image Added.

   
   

The Settings subtab enables you to specify the Messages, Theme, Layout, and 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
   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 design updates to the form in the Preview tab. You can specify the values in the fields and test 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

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

 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 enables you to create a workflow for different ticket types, the tab consists of the following subtabs:

• 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.

To create and design a workflow:

1. On the Workflows tab, click New.
   
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 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.
     
   • 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 and then it will use the value contained to send the SMS: 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 the delete iconImage Addednext 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 the plus icon Image Added next to the event. You can modify a design by using the pencil icon Image Added next to the design. You can add another event by using the New Event button. You can delete an event by using the delete iconImage Addednext to the event.

   
   

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.

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

• 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.

To view all the tickets to which a workflow was applied, on the Workflows 

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 changestickets, and then click the History subtabthe Activity subtab.
A table with the changes appears, displaying the tickets to which the workflow was applied appears. The table displays 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.

To view all the changes made to a workflow (including its design), on the Workflows tab, double-click the workflow for which you want to view the changes, and then click the Change 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.

The following describes the types of ticket views: 

• Dashboard: Ticket views of this type appear as options in the Select a predefined view field in a ticket dashboard window.
• List: Ticket views of this type appear as options in the Select a predefined view field on the Tickets tab that appears when you click Ticketing > Tickets on the Configure tab.
  For agents and agent teams, ticket views appear as options in the Select a predefined view field in the ticket list section on their Agent Desktops.

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.

   
   

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

To configure the ticket display:

1. To configure the display of the main area of a ticket:

   1. On the Screen tab, double-click the ticket type for which you want to configure the display.
      The Ticket Highlight and Ticket Detail subtabs appear for

To add a permission:

1. Click the Edit button.
   The Editor window appears.
   
2. Select a Label from the drop-down list.
3. Select a Permission from the drop-down list.
4. Select

To manage a status of a ticket:

1. Click the Edit button.
   The Editor window appears.
   
2. Select a Label, Ticket Type, and Status from the drop-down list.
3. Select the status from the Available box and move it to the Selected box.

4. Click Save.
   

A new status rule is added to the tab.

You can update the following options in the General section: