A major benefit of SWSD is the ability to customize all forms to best meet your unique organizational needs. Forms refer to the different modules that you can add custom fields to. They serve as the location identifier where your custom fields will appear. You can create one form for each module available to you. See Custom Fields for more information.
It is imperative 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 catalog for more information.)
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. (See List View for more information.)
Custom forms can be used to manage many things, including:
- Purchase date of products/devices
- Laptop Type
Setting up Custom Forms
Go to Setup menu, and then click the Service Desk tile. A new window will display and default to the Categories page.
From the grey area to the left, click Custom Forms.
Notice the ability to add new custom fields (with the + Add Field button) directly on the New Form.
In the example above, SWSD opens an incident regarding a server issue. Then, with the use of custom fields, SWSD also defines the server type.