All work on Forms must be carried out through the web UI. Prior to creating the physical form there should be planning to decide what the form is to be used for and how that may impact SupportDesk. Unless the form is to be used with existing SupportDesk fields then extra fields must be added through use of the “Data Dictionary-Extra Fields” function.
The form maintenance screens are accessed from the Web UI Settings Menu:
On selecting any of the Form types found on the Function Specific Forms Guide, you are presented with a screen showing existing Forms and an option “Add New Form “. There are certain naming conventions that have been adopted and which trigger fixed functionality within SupportDesk. These are listed in Appendix A. Form Naming Conventions.
The Form Designer is common for all types of Forms and once mastered for one Type of Form it can be used throughout. Clicking on “New Form” you are shown the Form Design window. An explanation of this is shown below:
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.
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 redisplay option allows another Form to be specified when a ticket created with this form is viewed by a WebGuest.
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.
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.
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:’
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.
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.
Special Operation Options
It is also possible to direct customers to a specific QuickCall through a url. In this case the customer is prompted for a login if the system is not using Windows Authentication. If the QuickCall was QuickCall 000002, the URL would look something like this: http://localhost/supportdesk/supisacs.dll?A=QC&QC=QC000002
If the Form is to be available to customers who do not have a login to SupportDesk then this can be achieved through a form linked to a QuickCall – using the direct url and making use of the Anon login within SupportDesk. Note. The Anon login must be set to be WebGuest. If the QuickCall was QuickCall 000157, the URL would look something like this: http://localhost/supportdesk/supisacs.dll?A=AnonQC&QC=QC000157
Automatically Adding Tasks as a Form is Completed
Extra fields that are set as type Boolean will appear on Forms as check-boxes. This can be used to build additional workflow into the ticket life-cycle via the creation of Tasks, at which point an automated email can also be sent to the task assignee.
This is accomplished by matching the Task name and Extra Field name. If that option on the Form is ticked then SupportDesk will search for the Task which matches the name of the Extra Field and automatically add that Task to the Ticket. Using existing mail functionality on the Task would also allow for mail generation,
E.g. an extra field called ‘EmailHR‘, could match with an Task Type called ‘EmailHR‘ that is associated with a custom Task email template via the ‘Task record held in Service Level Management’: