Customized request forms

1.7k installs

Avoid back and forth exchanges with end-users in order to get sufficient details to fulfill their requests. For this, define personalized request forms for each service subcategory, so users will provide all required data.

• Supported formats for additional fields include: date, free-text, choice within a list of fixed values or resulting from a query.
• Includes User instructions to explain how to fill the request.
• Includes Agent restricted instructions for request processing.
• Compatible with Enhanced portal.

Limitations

• Not designed for Incident, Change or Problem Ticket.
• A request form field cannot be used in queries nor in notification, only the request form as a whole can be manipulated.