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Customizing forms / templates

    Question

  • I've just starting working with the authoring tool and want to make sure I have this right.

    Templates are for pre-populating data in existing fields on a single form.

    If I want helpdesk to have multiple templates with different data fields I have to make a custom form for each.

    Except that a class (incidents) can only have one form.

    So if I want multiple custom forms I have to make multiple custom classes?

    And if I want to make some of those fields mandatory with a * there is  no simple toggle for that?

    Also some fields which I would think are common such as the affected users email address cannot easily be added to a form?

    Do I have this information correct?

    Cheers

    Tuesday, September 03, 2013 10:26 PM

Answers

  • Hi,

    For very specific scenarios there might be useful to create subclasses of the incident class and create a new form with these unique questions, but it's nothing that I would recommend you to do for all your day to day scenarions. What we usually do is to create a template for each of these scenarios and write the specific questions in the description field.

    For instance, if you have an incoming call about HW issues you create a new IR from the HW template. In the description field of that template you've specified the questions you want the analyst to ask your end-user.

    (if we were about to have the same discussion about Service Request, I would point you to use different Request Offerings to achieve this)

    Regards
    //Anders


    Anders Asp | Lumagate | www.lumagate.com | Sweden | My blog: www.scsm.se

    Friday, September 06, 2013 12:31 PM
    Moderator
  • Maybe the Call Script Manager from Seven Winds is an option for you:

    Seven-Winds Call Script Manager


    Andreas Baumgarten | H&D International Group

    Friday, September 06, 2013 6:38 PM
    Moderator

All replies

  • I've just starting working with the authoring tool and want to make sure I have this right.

    Templates are for pre-populating data in existing fields on a single form.

    Yes.

    If I want helpdesk to have multiple templates with different data fields I have to make a custom form for each.

    Well, kind of, but could you give us an example/scenario?

    Except that a class (incidents) can only have one form.

    Any class can only have a single form, correct.

    So if I want multiple custom forms I have to make multiple custom classes?

    Depends on what you are trying to achieve...

    And if I want to make some of those fields mandatory with a * there is  no simple toggle for that?

    Correct.

    Also some fields which I would think are common such as the affected users email address cannot easily be added to a form?

    E-mail address is an object of it's own related to the user, and the user in turn is related to the WI. You can also have several e-mail addresses. So there is no simple way to present a users e-mail address directly on the form.

    Do I have this information correct?

    Cheers

    Regards
    //Anders


    Anders Asp | Lumagate | www.lumagate.com | Sweden | My blog: www.scsm.se

    Wednesday, September 04, 2013 5:43 AM
    Moderator
  • Hello Anders,

    An example might be:

    If they take call about a hardware issue I want them to open a template with a field for Asset Tag

    If they take a call about a user moving location I want them to have fields for the old location and the new location and the date of the move.

    Because these two tickets need different data fields I need to make a form for each and so I need to make a class for each?

    thanks

    Wednesday, September 04, 2013 3:27 PM
  • Hi,

    For very specific scenarios there might be useful to create subclasses of the incident class and create a new form with these unique questions, but it's nothing that I would recommend you to do for all your day to day scenarions. What we usually do is to create a template for each of these scenarios and write the specific questions in the description field.

    For instance, if you have an incoming call about HW issues you create a new IR from the HW template. In the description field of that template you've specified the questions you want the analyst to ask your end-user.

    (if we were about to have the same discussion about Service Request, I would point you to use different Request Offerings to achieve this)

    Regards
    //Anders


    Anders Asp | Lumagate | www.lumagate.com | Sweden | My blog: www.scsm.se

    Friday, September 06, 2013 12:31 PM
    Moderator
  • Maybe the Call Script Manager from Seven Winds is an option for you:

    Seven-Winds Call Script Manager


    Andreas Baumgarten | H&D International Group

    Friday, September 06, 2013 6:38 PM
    Moderator