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.
There are two types of forms:
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.
Security Note: Forms ignore possible permissions and restrictions of the current user when they are executed. This means that the actions set in the form, e.g. create ticket, apply action to ticket ..., are always executed if they are possible in principle. This happens regardless of which actions the user is authorised to perform.
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:
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.
In addition to creating new folders, the interface allows folder-specific actions:
Existing forms are edited by clicking. Further actions are available for this form in the options menu:
If the form creates new tickets, the following menu options are available:
With forms, that modify existing tickets, there are other options available on how to integrate the form, depending on the usage scenario:
Note: When a link to a ticket related form is generated, then it uses the external visible URL
of the server, see category Webserver. It must be ensured that the user who will execute the form can reach the server with that URL.