Trouble ticket forms

Forms allow different scenarios to be configured upon creating a trouble ticket. When creating a trouble ticket, the user selects the category which is most applicable to the severity of the problem from the list. If the relevant trouble ticket form is assigned to this specific category in the system, the page will be updated to include additional fields that will facilitate the identification of a problem and its solution. The Administrator can manage the existing forms and add new ones.

Note: exactly one default priority must exist at all times and cannot be deleted.

To create a new trouble ticket form:

1.Go to the Settings / Trouble ticket forms tab.

2.Click the Add form button.

3.Enter the form name and specify the additional fields to appear when creating a trouble ticket.

The additional fields may take different types:

•text/numeric field,

•date,

•single- or multiple-selection list.

It is also possible to specify a default value, tips for the user or requirement for a specific field to send the ticket.

4.Select the categories in which this form will be used.

5.Click Add form to complete the adding of a new form.

To edit a trouble ticket form:

1.Go to the Settings / Trouble ticket forms tab.

2.Select Edit option for the form you want to edit.

3.Enter the new form name and modify the fields that you are interested in, then click Save changes.

To delete a trouble ticket form:

1.Go to the Settings / Trouble ticket forms tab.

2.Select the Remove option for the form to be deleted.

3.Confirm the form deletion by clicking Remove priority