Ticket type match custom forms
I have created custom forms, e.g. “incident, request, change, onboarding, etc.” would like the custom form to be able to automatically link to a ticket type. For example when a “change” type ticket is chosen, the custom form I made for Change tickets is automatically selected and can’t be changed by the requestor creating the ticket. This way the correct form with the correct-custom fields is used. I am trying to move away from from creating tickets by email and using the portal and this feature would help with getting the required information for a particular ticket type. Also help with reporting data.
John Tavares
shared this idea
Hi,
We're excited to inform you that the feature you suggested has been implemented and is now available to all users. Please check the most recent Public Comment in the Idea thread to learn how to use it
Thank you for helping us improve Atera!
Best regards,
The Atera Team
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Hello everyone,
You can make the requestor pick a specific form (Incident/Request/Change/Onboarding) and have Atera auto-set the ticket type + other fields behind the scenes using Ticket Automations and Portal configuration.
Setup (5 quick steps):
1) Create your forms
- Build Incident / Request / Change / Onboarding forms with their specific custom fields. Mark which fields are visible/required for end users.2) Slim the portal UI
- Hide Type, Status, Priority, Impact from the requestor (technician-only). This can be done here: Data -> Custom Fields -> Ticket tab -> Type -> Hidden from view
- Expose only Title, Description, Form, and the form’s custom fields - that’s all the end user sees/edits.3) Add clear portal entry points
- Create separate portal buttons/categories (e.g., “Report an Incident”, “Request Access”, “Change Request”, “New Hire / Onboarding”) that launch the intended form.4) Optional: use ticket templates per entry point to prefill defaults.
- Ticket Automations = the mapper
- Trigger: When a new ticket is created
- Condition: Ticket form = “Change” (repeat rules for Incident/Request/Onboarding). Optional: Source = Portal.Actions:
- Set Field Value -> Ticket Type = Change
- Set Status/Priority/Impact (defaults for this form)
- Assign Technician Group (e.g., CAB/Projects)
- Apply SLA (e.g., Change-management SLA)Reporting:
- Because Type is set by automation and form-specific custom fields are captured, you can report by Type, Form, Group, SLA, or any custom field—clean, consistent data for analytics.
- The requestor never sees Type/Status/Priority/Impact (they’re hidden), so they can’t alter the mapped values.
- Using separate portal entry points for each form effectively locks the correct form for that submission path.Notes:
If you also create tickets internally, the same automation rules will normalize Type from the selected form, keeping reporting consistent across channels.
