Documentation forService Desk

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.

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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

Organization level and ESM level: The Scope dropdown menu for dynamic form rules at the Organization level includes all the modules available at the service provider level. Modules that are specific to the IT service provider, namely Computers and Mobile Devices, are not included.
Modules supported Modules not supported
Incidents Computers
Changes Mobile Devices
Contracts Vendors
Other Assets  
Problems  
Purchase Orders  
Releases  
Satisfaction Surveys  
Service Catalog *  
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.

  • You can click the number of a rule in the first column and change that number.

  • 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

Enterprise Service Management (ESM) service providers can create their own service-provider specific dynamic form rules.
  1. Create your Custom Forms and Custom Fields.

  2. From the Dynamic Form Rules index page, click Add to display the New Dynamic Form Rule window.

  3. Enter the mandatory information.  

  4. Define the Condition Set.

    Focus on the Equals/Not Equal operator and define the value.

  5. 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.

Sharing dynamic form rules

For a dynamic form rule to be available to your entire company, the Organization must own it. Organization administrators can take ownership of a dynamic form rule created by or owned by a service provider by going to the Dynamic form rules index page, where all enabled dynamic form rules are visible in the Enabled In column.

To take control of a dynamic form rule:

  1. Hover on the far right of the dynamic form rule name.

  2. In the Actions column, click the ellipsis (...) and select Assign to Organization.

  3. Read the pop-up message, and if you want ownership of the rule to move to the Organization, click Assign.

    Notice the ownership identified in the Enabled In column changed.

Organization administrators: When taking ownership of an object such as a custom field, custom form, or dynamic form rule created by an individual service provider, the object is moved to the Organization level. This action cannot be undone at the service provider level, as the object becomes a global standard managed at the Organization level of your ESM account. While the objects are shared, the actual ticket data remains securely isolated within each service provider account.

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.

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