Create a New User Ticket Form

[ben (Hubba Bubba)]

Create a submission form on the Portal for new users using the Custom Ticket Form

Step 1: Add a New Tab to your Portal

Go to your Helpdesk Portal and click New Tab

Step 2: Give it a Title

Step 3: Custom Ticket Form

Click Manage Content on the Right hand side and select Custom Ticket Form

Step 4: Custom Ticket Form

Now you have a custom Ticket Form on the New Tab

Step 5: Start adding fields

The type of fields you can use are on the Left hand side, click to add them.
To edit the field hover over it an use the icons on the right to Move, Configure or Remove

Step 6: Add a Text Field

Click Text Field to add it, the feilds are always added at the bottom.
Fill in the Label box with the name of the field
Use a consistent Label Width to give a consistent feel to teh form, it will become apparent as you add more fields.
The input Width is the size of box the user can type in.

Tick the box if you want this field to be the ticket subject when the form is submitted
Marking it required will make the user have to complete the field to submit the ticket
Hidden? will hide this field from the user view but submit it with the ticket, more on this later.

Step 7: Add a Date Field

Keeping the Label Width consistent
Once you’ve applied the settings you can enter a date option using the rules here http://chronic.rubyforge.org/ this is useful for hidden date fields.

Step 8: Add a Select Box

you can use a select box for multiple options

Step 9: Making Standard and Custom attributes available

To add attributes to the form you have to tick the box in Settings > Advanced & International options

Step 10: Add an Attribute

Now you can add an Attribute, I added categoy and made it hidden, Then set it the required Category and it is submitted with the form

Step 11: Hidden fields and Tickets anywhere

By Using hidden text fields you can fill in ticket anywhere commands like #assign and #due this will assign the ticket to the corect admin and manage your SLAs

Step 12: User view

Here’s how the user sees it

Step 13: Ticket View

And this is how the submitted ticket looks

This is a great way to get all the information you need in a ticket, I also created one for requesting new virtual machines.

[kelly (Sosipater)]

Very nice How-To. I’m going to have to fiddle with this.

[nick42]

Bravo! Thanks for the step by step!

Typo in Step 7: “lael”

[george1421]

Great job!! from suggestion to a concrete how to in just minutes.

[john4120]

Great how-to! I started and in about half and hour I had a new custom screen for when a new student is enrolled.

[ben (Hubba Bubba)]

Glad you like it, I think Custom ticket forms are a real hidden gem!

[jeremiahmichno9820 (Miah)]

Very good tutorial, and had I found it earlier would have saved me some time.

However, I am now trying to do a little more. I want 1 tab that has links to all my forms. When the link is clicked a page comes up with the custom form that I orginally created. Any chance this is something that could be done?

Ultimately I am trying to reduce the number of tabs I have. I like having specific form for the task, instead of glomming them together, and so far have not be able to create a page without it being a tab.

Thoughts? Anyone

[ben (Hubba Bubba)]

Maybe you could embed the tab in an iframe, put a post in the forums and someone with more html knowledge may be able to help

[Rivitir]

Very nice write up. I linked it in my MSP how-to as a reference!

[williamkunkel (bill6709)]

Under Step 7, can you give an example of how to apply the date options to the content returned in the text field?

[albertogordo2779 (Alberto9743)]

the custom ticket form is not aligned. any workarounds? thanks

[ben (Hubba Bubba)]

bill6790
After adding, configuring the field then click apply. Add the text “tomorrow” in the field to set tomorrows date.

Alberto9743
Use the Label Width to align the fields

[johncampbell6 (IT Department)]

Just what I was looking for! Thank you!! This will help me so much.

[boydtracy0229 (BlueSteel)]

EDIT

of course, now that I post, I see my problem. This does work as advertised.

[margaretbrennan]

How to I change the Ticket submission page. All I want to appear is the Ticket number. I want to remove all other fileds.
Thanks

[scottmanning5169 (Scott Manning)]

Good write up with some good suggestions, thanks for sharing.

[thelibrarycat]

Is there a way to add a custom form in SW 7.2? I don’t have a Custom Form option in Manage Content, and I know I made one in an old version.

[sandycasimsiman (SandyC)]

Can you make the form visible to certain users only?

[chrishutchens0009 (Chris_79)]

Great write up. Clear, concise. I now have a New User Portal in my company…on to convince HR to actually use it…

[indrajithhapuarachchie0571 (Indrajith)]

Great Article. Solved my problem. Thanks for sharing this useful article.