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Default form/template for tickets

I have created Ticket Form Templates. There is no way for the FORM selection to be mandatory. What good is the template if they just select none and type a description?
The selection of a Form Template must be a mandatory option.

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Robert Slovak shared this idea  ·   ·  Report…  ·  Admin →
Released  ·  AdminYakov Gorbulsky (Product Manager, Atera) responded  · 

Hey all, 


The ability to set a default form for tickets is now avalibale. When viewing your form templates, you can select a deafult form which will be applied to all newly created tickets. 

You can read more about it here: https://support.atera.com/hc/en-us/articles/10190669862428-Ticket-form-templates#Setdefaultformtemplate 


We hope you enjoy this new addition!

Yakov

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  • Robert Folbigg commented  ·   ·  Report

    I agree

    The custom fields need only be visible when using the corresponding form. It is useless in its current implementation as when a new ticket is opened, every custom field is visible which makes it impossible to use. This would be as simple as setting a mandatory default template and allow the service desk agent to select a different template based on the request type.

    Additionally these templates should be displayed in the customer portal as individual requests types when a customer is lodging a ticket. They choose the request type which applies the correct ticket template to capture all the required data.

    Additional points will be rewarded if you can also apply specific templates to specific customers allowing for the customisation of the data requested based on the clients needs.

  • david vile commented  ·   ·  Report

    This should be a very simple fix. Only show the custom fields when the Ticket Form is selected. Showing every field when it is set to "None" doesnt work. Either hide the fields unless the form is selected, or give the ability to default a Ticket Form.
    This is causing a pretty big headache for us.

  • Todd Flemming commented  ·   ·  Report

    When creating a Ticket Form - say "New User Onboarding" - I don't need the custom fields to show up in tickets that are NOT new user onboarding. I think Custom Fields should only show in Tickets that use the form they are Related to.
    For Example: I want a custom required field in a "User Termination" form of Term Date - I shouldn't have to fill out Term Date to close a ticket about fixing a mouse or adding a new user.

  • Steven Holman commented  ·   ·  Report

    Thank you for introducing the ticket form/templates. There's a small issue: When you create a form, the customer will login to the customer portal and it loads up the latest customer form as opposed to a default form with the default fields set by Atera that you can not change. This is an issue because users may get confused as the form template they see may not apply to the issue they want to report in the ticket. Please have the "None" option automatically load into the form on login OR allow the admin the option to set a specific form they create as default which will allow us to create a custom form that the user will see first as they login to the portal. Hope that makes sense. Thank you for all that you do!