Custom Forms / Screens for particular tickets

[Steven ls]

Hi there,

In our workflow we have some specific information that needs to be collected when a ticket is submitted.

For example we move people around all the time based on projects, team sizes and the like.  We currently capture the seating location from and to, standing desk requirements, any notes about the person moving / notes about the move in general, the earliest date for the relocation and the latest time they can be moved.

In these scenarios (we have a number of custom ticket types) is it a matter of creating a new screen for this and then binding it to the service request or do we need to create a new issue type which has a screen associated to it for these particular examples?

[Ethan_StackIntelligence]

Steven,

You can create a new screen with the fields you want on it and associate it to the correct issue type (which can be found in the same row as the request type) in your service management project. 

However, if you would like to have required fields that appear only on a select number of screens, you will need to create custom field configurations.

For example, if you have a required field "What is your name?", then this field must appear on all screens or else you would get an error message. If you would like required fields not on every screen, then you would need to configure your own field configuration scheme and associate that scheme with the correct screen you want and the correct issue type within your service desk project.

I hope this helps, let me know if you need additional information or clarification.

- Ethan