Forms

With Forms, the creation of tickets can be greatly simplified for supporters as well as end users and even anonymous users. With the help of forms, the use of the Tickets application is not mandatory, and it can be controlled more precisely which information is actually required for a new ticket.

In Forms, both existing ticket fields and new fields that are only valid for this form can be created and transferred to the subsequent ticket. Forms can be defined in sections, which can be provided with conditions, shown and hidden. This makes it possible to create a more complex question and answer form, for example.

Managing Forms

Forms are created and edited in the Configuration application. Here, forms can also be stored in folders in a structured manner, e.g. to enable different permissions for accessing the forms. Please note that sharing only applies to forms directly in this folder and is not inherited by other folders.

In the global options menu, new forms and new folders can be created, and the current forms can be exported or imported. The following options are available for sharing:

  • Public (even without login): Anyone who knows the link to a form can execute it anonymously. There is no access to the selection of a ticket owner. Public forms can be used for feedback, for example.
  • For all logged in users: All users who can log in to the INETAPP server have access to these forms. The permissions of the All Users group apply. This setting can be used for end user forms, for example.
  • Custom: You can set which users and groups have access to these forms. This setting can be used, for example, for forms specifically for supporters in specialist departments.

In any case, the user executing the form must have the action Anfrage erzeugen allowed. In case of public access to a form (without login), the user group All users or Endusers must allow the action Anfrage erzeugen.

Note: The main folder is always shared For all logged in users.

Note: The sharing permissions only apply to executing the form. The permission to edit forms is generally linked to the Configuration- or Edit Templates permission.

Folder Actions

In addition to creating new folders, the interface allows folder-specific actions:

  • Edit: The name and sharing options of the folder can be changed.
  • Move: The folder is moved to another sub-folder. Please note that the sharing options of the forms do not change.
  • Copy: Copies the folder to another position. All forms and sharing options are duplicated.
  • Export: The folder is exported as a ZIP file with all sub-folders and forms.
  • Delete: Removes the folder and all sub-folders as well as the forms it contains.

Form Actions

Existing forms are edited by clicking. Further actions are available for this form in the options menu:

  • Edit: Opens the interface for editing a form
  • Duplicate: Duplicates the form directly in the same folder. A new name must be assigned.
  • Activate / Deactivate: Deactivated forms cannot be executed. Deactivation can also be used to pause the form without having to delete it.
  • Move: Moves the form to another folder and thus also changes the sharing options.
  • Export: Exports the form to either save it or re-import it into another server.
  • Delete: Deletes the form permanently.
  • Go to Live Form: The form is opened in a new browser tab and can be executed directly by the current user.
  • Copy Link to Live Form: The link to this form is copied for further use, e.g. for sending via e-mail. The copied link can also be used to embed the form in other websites.