Request Details Form Designer

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Introduction On each request form the Details section can be configured using the Request Details Form Designer to manage the available fields within this section. This includes the ability to manage the existing fields, plus allowing you to add custom fields. To access the form designer, the logged in user must have the Form Designer role associated to their account. The form designer can be accessed where the Designer icon is displayed.

Related Articles Form Designer Incident Requests Problem Records Change Requests Service Requests Release Requests

Using the Request Details Form Designer

In Service Manager it is possible to manage the request details forms for each request type per service and where services are not linked to requests.

• Where services are not linked to a request type (Inc, Problem etc) you can open the form designer on that request and edit and make changes. These changes will apply to any other requests of that type (Inc, Problem etc) where a serrvice is not linked.

• However it is sometimes a requirement to have different custom fields on the Incident (or any other request type) form depending on the service against which the Incident or other request type is being raised (especially where multiple support teams are using the Incident forms but for their own services with different requirements).

• In this case each service owner's or those with the form designer role can use the form designer from within the Service > Request Configuration > Request Type view to manage the request details form for requests raised against that service.
• Or they can open up any request logged against the that service and make the changes from the designer on the request.

Which ever route is taken these changes when applied will apply to any requests of that type logged against that service.

This means that you can manage any request form per service, allowing you to control the default fields and add custom fields to the Incident, Problem, Change, Service Requests and Release for each service, then any tickets raised against that service will use the request details form as configured against the service for the request type.

Tool Bar Options

Across the top of the Editor there are some options to manage your design session.

• Cancel

Cancels your current editing and returns you to the previous screen without saving any changes

• Revert Back

Reverts all changes made during the current edit to its previous state, and you remain within the editor

• Restore Defaults

Restores all the fields and settings back to the original or default state that was provided at the time of your Service Manager installation

• Apply Changes

Any changes made during your edit will be saved and available for use.

• + (Add Custom Fields)

By clicking on the + button you can add Custom Fields to your form

Default Fields

• Summary

The Summary field is used as a short description of the request.

• Description

The Description provides a long text field for detailing the request

• Image

If the request is raised from a Post, an image, if included on the post, will be added to the Description.

• Source

This contains the source of the request. These include Email, Analyst, Posts, and Self Service. These are automatically populated based on how a request is raised.

• Site

Used to capture the site at where the request has occurred

• Category

Allows a user to select the Request Category.

• External Reference

Record a reference number of an item that is used in another application or tool that relates to this request

Custom Fields

If you would like to store some information within the Request Details and there is not an existing Default Field available, you can add a Custom Field to the form. This is done by clicking on the + button in the tool bar.

• Available Fields

There are 17 available custom fields titled Custom Field A through to Custom Field Q. Be aware that a field may be shared with a different Request Form configuration.

• Display Label

Add a Display Label which will be visible to the users when viewing or editing this form.

• Control Type

A number of Control Types can be used. These include Single Line Text Field, Multi-line Text Area, Drop Down List Box, Radio Option List, Check List Box, 5 Star Rating, Single Check Box, Date Selector, Date Time Selector

Some Control Types will provide additional Field Properties that will allow the defining of the options that accompany the Control Type.

Field Properties

Both Default and Custom Fields include a properties option. This is accessed by clicking on the Cog button displayed on each field. The available properties will vary on each field, depending on the type and the information held in that field.

• Show the field in the form

This will make this field available when in Edit mode on the form. This can also be enabled/disabled using the Eye icon located on the field.

• The field value cannot be blank when saving

Checking this option will make this field mandatory. As long as the field is blank, you will not be able to save any updates to the form.

• The field cannot be edited

When a field is contains a value that you don't want changes, use this option to prevent this.

• Show the field in view mode even if the value is blank

In order to keep a clean and uncluttered details section, if a field is empty the label is not displayed. Once a field is populated the Label and the content of the field are displayed. If you would like the label to be displayed even when the field is empty, tick this box.

• Field Label

This is the label that is displayed on the form. The label can be changed to suite the terminology that you prefer to use. In parentheses the current language code is displayed. You are able to provide a translation for the language that you are currently using in your session.

• Validate Input with RegEx Expression

Including a RegEx Expression you can control how the user is to input the information into the field. Use the ? button to open the RegEx Selector to help with building your Expression.

• Test Regex Expression With Value

This field lets you take your RegEx Expression for a test run to make sure that it works as expected.

• Message to display to user when validation fails

If a user enters a value that does not match the provided RegEx Expression you can present them with a message. This can be used to guide them with the correct format that needs to be used.

Some Control Types which are configured with Custom Fields will provide additional Field Properties that will allow the defining of the options that accompany the Control Type.