To help streamline your work, SWSD offers the ability to create custom forms based on dynamic rules. Custom Forms with Dynamic Rules allows agents to quickly and efficiently collect important information relevant to the customer's issue.
SWSD's Custom Forms previously included the definition of the category and sub-category the form was intended for. Custom Forms is now a standalone group of fields.
Dynamic Form Rules define when a specific form displays. They allow you to collect additional information about the incident, minimizing back-and-forth correspondence that can waste valuable time.
Dynamic Rules for Custom Forms allow you to display specific forms that gather all the necessary details at once. Based on the details entered by the requester, SWSD prompts the requester to provide additional information regarding the current incident.
Let's look below to gain a better understanding of:
Use Case 1
You would like to display different forms for network incidents based on priority.
When the priority is not defined as Critical, the incident should include the Network Type.
- When the priority is defined as Critical, a dynamic form should display, and that form should require additional information from the requester. For example, the requester would be prompted to answer the question: Is the VPN is affected?
Based on the Priority field, you would define which form to display.
Use Case 2
You need to collect more detailed information in tickets.
Consider the use of categories and subcategories. Within a subcategory, by entering a custom field you can obtain the data you desire.
For example, in a ticket describing a network issue, you could have:
Subcategories: Router, VPN, Server
Custom Field: A custom field as a third level that would a prompt the user to select the type of routers, VPN, and servers that could affect the issue.
For example, if the user selects VPN, the custom field could prompt for:
Dynamic Form Rules are executed based on their priority in the list of rules. In the list of Dynamic Form Rules, you can drag rules up or down to change their priority.
Go to Setup > Service Desk > Dynamic Form Rules.
Hover over the rule that needs to be re-prioritized until the Dragging icon displays on the far left of the row.
Move your cursor over the Dragging icon. Your cursor changes to a hand.
Click and drag the rule up or down in the priority list.
- Create your Custom Forms and Custom Fields. See Custom Forms and Custom Fields for more information.
- Go to Setup > Service Desk > Dynamic Form Rules.
On the Dynamic Form Rules page, click the blue Add icon to the upper right. The New Dynamic Form Rule window displays.
Enter the mandatory information identified with a red asterisk (*).
Under Rule, click the plus sign in the circle and select Condition Set. The New Condition Set dialog displays.
Focus on the operator Equals/Not Equal and define the value.
Define the condition set.
Add relevant actions and save all changes.
It is important to Edit the Action to reflect the details you wish to obtain.
For a rule created using the screenshots above, when a requester creates a new Incident (or someone edits an Incident) and the conditions met are true, SWSD displays the Standard Network form. When they are not met, SWSD displays the Critical Network form.