Request forms
Publish ticket types on the portal and design the questions customers answer, including conditional ones.
Who can do thisApplication Administrator
The forms customers fill in on the portal are set per ticket type. Each published type becomes a tile on the portal, with its own form.
- Open Application ManagementHelpdeskFlow and find the type in the Ticket types table.
- Give it a Portal key: lowercase letters, digits and single hyphens. It becomes part of a web address.
- Write the Description on the tile.
- Tick Show on the portal. The type then shows Published. A retired type cannot be shown.
- Under Questions on the portal form, add each Question with a Key, an Answer type (Short text, or Pick from a list with Choices one per line) and Required.
StatusesCategoriesFlowQueuesAutomationsSLATagsPlansPlannerSub-ticket templatesApprovalsTime approvalsTimeDeleted tickets
Ticket types
A ticket type says what shape of work a ticket is, and which flow judges its status moves. Every ticket carries exactly one.
NameFlowDefault estimate (min)StatePortal
Hardware requestHardware flow60Activenew-deviceEditMake defaultRetirePortal
Portal key
new-deviceDescription on the tile
A laptop, a phone or a screen for you or a new starter.The key is part of the address customers use, and the form fields are stored under it. Lowercase letters, digits and hyphens.
Questions on the portal form
Device type · Required
device-type · a list of 3
Laptop model
laptop-model · Short text
Shown when Device type is Laptop
Needed by · Required
needed-by · Short text
- Customers never see an answer field they do not need: use conditions (below) to ask follow-up questions only when they apply.
- A question's key and answer type cannot be changed later. Remove the question and add it again instead.
- A portal key with questions under it cannot be renamed.
- The signed-in form asks for a one-line Summary and then your questions, and customers can attach files. Short text answers are one line, so ask focused questions.
Show a question only when it applies
A portal question can be shown only when an earlier question has a given answer. Set it from the desk:
- Under Application ManagementHelpdeskFlow, in the type's portal questions, click Condition on the question. The form for adding a question has the same picker.
- Pick the earlier question it depends on.
- The comparison is always is; it is the only one available.
- Pick the answer from the earlier question's choices, or type it for a short text question.
- Check the preview, for example "Shown when Device type is Laptop", and save.
- A condition that could never be met is refused: one that points at a later, archived or unknown question, at the question itself, at no value, at a value that is not one of the choices, or that would form a loop.
- You cannot remove a question that other questions depend on, and you cannot change its choices so that an answer a condition waits for disappears. Change or remove the condition first.
- Conditions can chain: a question can depend on a question that has its own condition. Both portal forms follow the chain, whatever the order.
- If a question is hidden when the customer sends the form, its answer is not stored.