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Prerequisite for form:
Create *Template form under Admin>Ticketing app>Forms
Manually copy existing *Template form from another Ticketing Application. You cannot directly copy forms from one Ticketing Application to another.
Do the forms need an Incident vs. Request attribute?
Do the forms need Campus>Building>Room attribute? Get Campus>Building details from the College if needed. Room attribute will be a text box. You will need to create attribute dependencies.
Creating forms:
Copy from Template
Can remove attributes if necessary for specific forms.
College determines other necessary attributes for specific forms.
Do they need to have attribute dependencies to customize the form’s behavior.
College determine responsible groups and membership. SO Admins need to create groups and upgrade to Technician license if necessary in Admin>Users & Roles.
Add responsible group to form in the Responsible attribute. Can possibly use Automation rule to assign to different groups as determined by attribute choices. Automation rules only operate at ticket creation. Auto rules will not make changes when a ticket is updated. Would need iPaaS to do that. We have an iPaaS flow that will update ticket classification based on Incident vs. Request attribute. Also because Automation rule doesn't update ticket classifications. This needs to be configured to run in the specific college ticketing applications.
Prerequisite for Service:
Ticket type. These are based on Service categories
Create + New Category in Service Catalog if necessary.
Create + New Service
Attach existing form to Service