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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.

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.
      

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      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 field 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.
   

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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 attachmentsspecify 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.

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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 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:

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 subtab of the Workflows tab, click New event.
   
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.
       

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       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 iconnext to the action.

       
       

     
     

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

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   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  next to the event. You can modify a design by using the pencil icon  next to the design. You can add another event by using the New Event button. You can delete an event by using the delete iconnext to the event.

   
   

To view all the tickets to which a workflow was applied, on the WORKFLOWS subtab of the Workflows 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 onat: 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 that determines if the workflow is 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: Information about the action.
  
  

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.Select the appropriate user (for example, select either the Users, Teams, or Agents)list.
4. Select the Users/ or Team, or Agents option.
5. From /Agents from the Available box, select and move it the User/Team/Agent to the Selected box.
6. Click Save.
   

A new permission is added to the Permissions tab.

You can further define Label components for the labels.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 form that is available for your customer's use, 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.

   
   

You can add followers to the ticket. When you add the followers, they are notified by email of any updates or changes to the ticket.

1. On the Settings tab, in the Followers section, click New.
   The New Followers window appears.

2. In the Please enter Follower name field, select the follower one after the otherSelect the follower's name from the drop-down list, and then click Save.
   The Followers list is created, and it appears in the Followers  Label Follower's section.