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'Restricted Form with Automated Sub-Tickets' has been merged into this idea

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Portal / Form Ticket Template - Improvements (consolidated)

  1. Proper Template based form -
    a pop up or separate ticket form where you organize the boxes like a proper form. Example - New User form. You could organize the boxes any where you want on the form in a logical flow
    The questions and then answers in the ticket running down the side is very inefficient. Also, I would like to see all the results in the ticket, not on the side. or in the original FORM type format inside the ticket or in a pop-up or separate screen.,

  2. Checkbox or Dropdown - Multiple choice checkboxes or dropdown. I can do most of the forms that I need without multiple selections. This would be SUPER helpful.

  3. Core fields flexibiltiy -
    Ability to remove some of the core ticket fields. They are not necessary and just clutter the ticket template. Product category, etc. They will also just confuse the end user.

  4. Default field value -
    Ability to set a default value for a field, date, Department, etc. That way you could have different variations of a single form that is pre-filled with a lot of the appropriate information

  5. Save prefilled templates -
    Ability to store a prefilled template per user so if they create a template they can reuse it. Maybe they could also go into the main store for sharing with others

  6. Click to move
    Click anywhere on the custom field to add it to the form. I hate having to click the tiny plus to move it over

  7. Show Fields
    Option to have fields show on new template, service portal or create ticket in admin portal. ALL of these options show up in the admin portal when creating a ticket. If i set them to mandatory for the template they also become mandatory for the admin portal ticket. Why would this be a good idea? It makes a huge mess.

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Michael Fahey shared this idea  ·   ·  Report…  ·  Admin →
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  • David O'Farrell commented  ·   ·  Report

    Need to be able to disable the description field for ticket forms.

    Defeats the point of having a structured form if a customer can just dump any text they want into the description field and still expect it to be addressed.

  • Roberto Zampieri commented  ·   ·  Report

    We'd like a form to be visible to only one department. For example, when Human Resources needs to report a new user to IT, they open a ticket. They need a dedicated form. This form will contain custom fields such as first name, last name, etc., and there will be multiple modules (IT Equipment, Applications, etc.), each with custom fields: computer, telephone, telephone number (for IT Equipment), World, Excel, etc. (for Applications).
    The parent ticket is created with the request for the parent form, while for the subforms, as many tickets as there are forms are created, and these will be child tickets.

  • Kyle Morrow commented  ·   ·  Report

    Important to our being able to use forms for customers

  • Matt Lewis commented  ·   ·  Report

    This is critical, we need this immediately, the knowledge base allows this, surely the ticket forms won't be hard to implement. I am giving it three months, if it is not implemented, then I am out.

  • Jerrod Hoaas commented  ·   ·  Report

    Can you give the ability to edit the fields that are default on the "add ticket" form that users see? This is BEFORE they pick the form template. And even after they select a form, can we get the ability to edit how the fields look, etc? For example, the "description" field cannot be changed at all. (i dont even think it can be removed from ANY form?). In other ticketing systems you can at least add a description to fields, or edit the "pre-text" that is already in the box--in Atera is just says "type something". I would like to edit that with different messaging like: "please be as descriptive as possible" or what ever i want it to say.

  • Evert - Jan Steenvoorden commented  ·   ·  Report

    We would like to be able to create Ticket Templates where you can pre-fill the description area. So (just like with quick reply templates) you can make tickets for standardized situations like callbacks, repair requests etc. As an example if you can create this you'd select the Callback template and the Description area will be filled with:

    Issue
    Contact info
    Phone number
    Avaible to be called back between xx am - xx pm

    I realise that some of the info above is also available in a ticket, but the above is just an example.

  • Deniz Wolf commented  ·   ·  Report

    @Désirée Mellen-Bard take a look at ticket automation rules. sounds like that could help you.

  • Niek Karnaokov commented  ·   ·  Report

    Could we create a multiple ticket forms.

    I would wish to create multiple ticket forms. Like 8 for SR's and serprate on for Indecents.

  • IT HelpDesk commented  ·   ·  Report

    Some clients require unique data that is not necessarily need by other clients. Creating ticket forms that are customer specific and viewed only to that customer is helpful to customize the workflow to their needs.

  • Matt Hardwick commented  ·   ·  Report

    The ability to choose which forms are visible on the end-user portal based on their site/customer

  • Carlton Whitmore commented  ·   ·  Report

    When you create a ticket form and a user opens a ticket from the portal the field "Form Template" is automatically added to the form. Please add a feature to hide this from view!

  • Deniz Wolf commented  ·   ·  Report

    Would be also great to pre-fill information based on the form.
    Example we have different templates for different sources and we want it to be shown already in the beginning of the ticket title.
    1. Template = Hotline Call
    Auto filled Ticket Title = "Hotline Call | " and behind that comes whatever we decide to write down

    2. Template = Contact Formular
    Auto filled Ticket Title = "Contact Form | " and whatever the customer wrote as Tite behind that

    Also adding the right keywords / hashtags
    cheers

  • Daisy Taylor commented  ·   ·  Report

    For all mandatory ticketing fields in forms to become customisable

  • Désirée Mellen-Bard commented  ·   ·  Report

    I'd like to be able to use the form templates to not just select a field, customer or default, but also to select what the field should be.

    Example, I create a form template to automatically select the user to move a ticket to, as well as change the status/impact/etc with just one click instead of setting all the fields manually. Custom fields are used for denoting if a ticket is a project or not, so being able to change a ticket into a project and have all the fields fill in for me would be greatly beneficial.

  • Rob Williams commented  ·   ·  Report

    Set default values of fields in the form template