Designing Task Forms

The terminology of Tasks and Activities is interchangeable and they both refer to the same thing but naming convention may be set to one or other in your instance of SupportDesk.  Tasks within SupportDesk can be thought of as a ticket in themselves. The most common way to use Tasks is to record sub-tasks within a Ticket. A library of Tasks can be created within the Service Level Management screen and typical examples are shown below:activity summary
These tasks can vary in the type of information required which is why the standard screen offers so many fields:activity form
Using Task Forms therefore allows creation of finely tuned Forms with just the fields required from the standard dictionary set or additional extra fields, which you can learn more about here. As described in the Task Form Naming Conventions table below, the Form name must match the Task name for the Form to come into use.

Create a New Form

On selecting the Activity/Task option from the Form Type drop-down menu, you are presented with a screen showing existing Forms and an option to Add add button“. There are certain naming conventions that have been adopted and which trigger fixed functionality within SupportDesk. These are listed in the Task Form Naming Conventions below:

Task Form Naming Conventions
Task Will be used by default for Tasks/Activities maintenance unless other specific Forms are in place
<name matched Task Name> Form will be offered for that task.

Clicking on Add add button” you are shown the Form Design window. An explanation of this is shown below:task form designer
As each Field is dragged from the Field Chooser, the Form is shown in the Form Preview screen underneath. Data shown in this view may not be valid and will only be resolved when the Form is in use:activity form preview

Details Tab

The Details Tab of the Form allows entry of a Form Description and a URL that an Anonymous user will be taken to after using the Form and instruction that the Form be used when displaying the data. The WebGuest re-display option allows another Form to be specified when a ticket created with this form is viewed by a WebGuest.task form details tab

Styles Tab

The Styles Tab allows direct editing of the Styles controlling the look of the Form. After editing or adding new style information the user must select “Refresh” to see the working Form. This is where the Form can be edited to reflect any corporate styling that may be in place such as colours or font.form styles tab
Another useful feature that can be applied in the Styles tab is the setting of the field prompt. By default the prompt will be taken as the field name but it is advisable to have short/reportable/meaningful field names and then use the prompt modification to set the prompt. The example below shows the syntax of the script block that can be put at the end of the styles section. It shows the reference to the field number (eg. F10033) and then how the prompt text is set.

<SCRIPT>
document.getElementById(‘F10033_prompt’).innerHTML=’Who is the Booking For:’
document.getElementById(‘F10030_prompt’).innerHTML=’What Date is the Meeting:’
document.getElementById(‘F10031_prompt’).innerHTML=’What Time is the Meeting:’
document.getElementById(‘F10032_prompt’).innerHTML=’IT Equipment you need:’
document.getElementById(‘F10038_prompt’).innerHTML=’Where is the training:’
document.getElementById(‘F10048_prompt’).innerHTML=’What Date is the training:’
document.getElementById(‘F10050_prompt’).innerHTML=’What Time is the training:’
document.getElementById(‘F10053_prompt’).innerHTML=’How many laptops are required:’
document.getElementById(‘F10074_prompt’).innerHTML=’Contact details for External traininer:’
</SCRIPT>

Settings Tab

The Settings Tab allows the user to override the underlying dictionary settings on the fields in respect to the attributes shown. The general Override option must be ticked before any item becomes active.activity form settings tab
If the Export to HTML option is used the screen will show the html and a display of the Form. The HTML can be directly edited, but to see these reflected in the Form the Refresh must be clicked.activity form html export

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