Skip to main content

Adding Forms to Tickets

Custom Fields

Custom fields allow forms to be submitted as part of the ticket submission process. During the Ticket Submission Process, users can 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 a custom field with the necessary form to be embedded on the ticket for Requestors to complete.

Phase 1: Creating a Field Definition

The first step is to set up a field definition that specifies the data type and custom field structure.

  1. Navigate to Admin > Custom Fields. On the Field Definitions tab, click + New Custom Field.

  2. Configure the following fields:

    • Name: Enter the field name.

    • Field type: You must select: IIQ Form Submission.

    • Form selection: Select the specific form for this custom field.

    • Contains Sensitive Info: Check this box to mark the data field as sensitive.

    • Required: Select if this field is mandatory for the Requestor.

    • Requestor Visible: Select if this form should be visible during ticket submission.

  3. Click Save. The new definition will now appear in the list of available field definitions.

Note: If you want to use this custom field with Remote Support Ticketing, please contact our support team or your custom success representative.

Phase 2: Configuring Field Placement

Once field definitions exist, configure where the custom field appears on tickets.

  1. Select the Tickets Tab and click + Add Field With New Conditions (near the top right corner).

  2. Select the desired definition in the new window. The definition will be displayed under the Custom Fields column.

    • Add one or more definitions as a group sharing the same conditions by clicking Add Field.

    • Set display logic:

      1. Click Add Condition.

      2. Select a filter category.

      3. Narrow it down to the desired condition.

      4. Click Save Selection. The condition will appear under the Conditions column.

Ticket Templates

When creating a ticket template:

  1. Navigate to the Workflow Details section.

  2. Add the action Attach Form.

  3. Select which form should be attached when this ticket template is used.

Shortcuts

  1. Create a shortcut and add the "Attach Form" action.

  2. When working on a ticket, click the wand icon on the action toolbar.

  3. Select the shortcut that applies to the form.

Working a Ticket

  1. While working on a ticket, click the More button.

  2. Select Attach Form.

  3. Choose the form to attach to the ticket.

Rules Engine

  1. Create or update a rule in the iiQ Rules Engine.

  2. Under the Perform these actions section, select Attach Form.

  3. To the right, choose which form must be attached to the ticket.

Related Articles
Did this answer your question?