Documentation forService Desk

Custom forms

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Introduction

In Service Desk, a major benefit is the ability to customize forms to best meet your unique organizational needs. Forms serve as the location identifier for where your custom fields will display and collect data. The number of custom forms you can create is unlimited. See also Custom fields.

It is important to differentiate between request forms from the Service Catalog and forms that add defined details related to ITSM objects. (Your service catalog should be a complete, up-to-date list of services performed within your organization. See Service catalogfor more information.)

You can also choose to use form logic when creating custom forms. In Service Desk, form logic enables you to control when fields are displayed, hidden, required, or optional according to conditions based on other fields located on the same form. The form logic feature provides an efficient way to collect and validate context dependent inputs when users enter data into forms. For more information, see Form logic.

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Setup > Service Desk > Custom Forms

Organization (or Service Provider) > Service Desk > Custom Forms

At the Organization level, you can set up custom forms only for users and groups.

Custom forms index page

As with all ITSM objects, Custom Forms has an index page that displays all active and inactive forms to date. You can edit and customize your view to meet your specific needs.

In addition to standard field names, such as Name, Description, and Active, the following are available:

  • Updated At
  • Updated By
  • Created (use in filters)
  • Updated (use in filters)
  • Created At (use in columns and sorting)
  • Created By (use in columns and sorting)

See List view for more information on how to create custom filters, custom views, and custom sorting.

Set up custom forms

You can use form logic in custom forms. In Service Desk, form logic enables you to control when fields are displayed, hidden, required, or optional according to conditions based on other fields located on the same form. The Form logic feature provides an efficient way for users entering data into forms to collect and validate inputs that are context dependent. See Form logic.

Enterprise Service Management (ESM) service providers can create their own service-provider specific custom forms.

  1. From the Custom Forms index page, click Add .

  2. In the New Form dialog, provide a name (required field), and optionally provide a description.

  3. Click Add Field to add fields to the new form.

    In the example above, Service Desk opens an incident regarding a server issue. Then, with the use of custom fields, Service Desk also defines the server type.

  4. Optionally, you can make a field mandatory or show it in the portal by hovering over the field until the ellipsis displays. Click the ellipsis and select from the dropdown list.

  5. Click Create to save the new form.

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