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:

• Forms that create tickets: A new ticket is created when the form is submitted.
• Forms that change tickets: An existing ticket is changed when the form is submitted.

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:

• 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 registered users: All users who can log in to the i-net HelpDesk server have access to these forms. 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.

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:

• 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.

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.

If the form creates new tickets, the following menu options are available:

• 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.

• New ticket in the Tickets application: In the Tickets application, there is an option to create new tickets using a form via the New ticket drop-down button. Only forms to which the user has access are listed in the selection list.
  • Thus, it is possible to impose on end users that new tickets can only be created via a form and not, as before, via the corresponding dialogue. For this purpose, the ticket permission Create Request must be revoked from the end users in the Users and groups application.

With forms, that modify existing tickets, there are other options available on how to integrate the form, depending on the usage scenario:

• Create an Auto-Text that contains a form link: In the Auto-Text configuration, use the placeholder specific to the desired form. When The Auto-Text is applied to a processing step, the URL to the form is automatically generated.

• Create an Auto-Mail that contains a form link: In the Auto-Mail configuration, use the placeholder specific to the desired form. When The Auto-Mail is sent, the URL to the form is automatically generated.

• Create a link to a form using the Task Planner: Use the Generate Form URL Job.

• Modify ticket in the tickets application: In the Tickets application, there is the option to open the form in existing tickets via the drop-down button Apply form. Only forms to which the user has access are listed in the selection list.

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.