Dynamic form rules
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Introduction
The Service Desk Dynamic Forms Rules feature lets you display a specific form based on an end user's or technician's selections when they are submitting an incident, service request, or change.
Custom Forms are a standalone group of fields. Dynamic Form Rules define when a specific form will display.
Based on the details entered by the user, additional information regarding the current incident is requested.
Navigation
| ITSM customers | ESM customers |
|---|---|
| Setup > Service Desk > Dynamic Form Rules |
Organization (or Service Provider) > Service Desk > Dynamic Form Rules
At the Organization level, you can set up dynamic form rules only for users and groups.
|
Modules where dynamic forms are supported
| Modules supported | Modules not supported |
| Incidents | Computers |
| Problems | Mobile Devices |
| Changes | Other Assets |
| Satisfaction Surveys | Contracts |
| Releases | Purchase Orders |
| Service Catalog * | Vendors |
| Solutions | |
| * Only field logic is supported in Service Catalog. | |
Dynamic form rules index page
The Dynamic forms index page displays all of your automation rules on one page. You can add filters and columns to customize your view. See List view for guidance on customizing.
Change the order of dynamic form rules
From the dynamic form rules index page you can reorder rules from the dynamic form rules index page two ways.
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You can click the number of a rule in the first column and change that number.
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You can hover to the left of the first column and select the row by clicking the six dots icon. The cursor changes to a hand so you can drag and drop the rule to change the order.
Set up Dynamic form rules
- Create your Custom Forms and Custom Fields.
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From the Dynamic Form Rules index page, click Add
to display the New Dynamic Form Rule window. -
Enter the mandatory information.
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Define the Condition Set.
Focus on the Equals/Not Equal operator and define the value.
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Edit relevant Actions and save all changes.
It is important to edit the Action to reflect the information and details you wish to obtain.
When the conditions met are true, the Standard Network form displays. When they are not met, the Critical Network form displays.
Video: How to Enable Dynamic Forms
A SolarWinds training video is available to explain how to create custom forms, custom fields, and dynamic form rules in Service Desk. See Dynamic Forms video.