Custom Field
Forms as custom fields allow forms to be submitted as part of the ticket submission process. During the Ticket Submission Process, the user has the ability to fill out a form created as a custom field on the ticket. Detailed information from the form can be gathered during ticket submission rather than requiring a separate step. Admins can create such a custom field with the necessary form that will be embedded on the ticket for the Requestors to complete.
The first step in creating a custom field involves setting up a field definition. A field definition determines the custom field that is created and the type of data that the user would like to capture.
To create a form as a custom field, navigate to Admin > Custom Fields, click the Field Definitions tab, and + New Custom Field.
From here, you will fill in the following fields:
Name
Field type - To attach forms to ticket you have to user the field type: IIQ Form Submission
Next, select the form for this custom field.
Checking the box next to Contains Sensitive Info will mark this data field as sensitive
Select whether this will be a required field to fill out when prompted by checking Required
Lastly, select Requestor Visible if you want this form to visible when requestors are submitting a ticket.
Click Save. Once saved, you’ll see your new definition in the list of available field definitions.
If you want to use this custom field with Remote Support Ticketing, please contact our support team or your customer success representative.
Once you have field definitions, you can configure when you want this custom field to appear on tickets.
To enable a Custom Field, select the Tickets Tab then click + Add Field With New Conditions near the top right corner. A new window will appear, allowing you to select the definition you would like to use.
The definition field will appear in a new section underneath the Custom Fields column. You can add one or more definitions as a group that shares the same conditions by clicking Add Field.
You can narrow down where this custom field appears by adding a condition(s). Click Add Condition, select a filter category, and narrow it down to the condition you want for that group. Click Save Selection, and the new condition will appear under the Conditions column.
Below is the form on the ticket submission process:
Ticket Templates
When creating a ticket template under the Workflow Details section, you can add the action Attach From and select which form should be attached when this ticket template is used.
If your district is working with sub-tickets, please see the help document on how to attach forms to sub-tickets.
Shortcuts
When a user works on a ticket, they can use the feature Shortcut to attach a form to the ticket. First, you must create the shortcut and add the action Attach Form. Please see the following article on how to create shortcuts. Once the shortcuts are created, click on the wand icon on the action toolbar when working on a ticket. Then select the shortcut that will apply the form.
Working a Ticket
When working on a ticket, you can click on the More button and then Attach Form. Next, select which form should be attached to this ticket.
Rules Engine
Applying Forms automatically when a ticket is created or updated is simple with the iiQ Rules Engine. You will select Attach From under the Perform these actions section when creating a rule. Next, to the right, you will choose which form must be attached to the ticket.
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Hannah Bailey - Director, Customer Engagement