OVERVIEW

Custom forms and fields are used to collect information in Vivantio which is specific to the way your organisation works. For example, when a user creates an on boarding request for a new member of staff you can collect information like the new users name, start date and the applications that they will need to use. These forms can be made available to your end users through the self service portal and the technicians portal and can be conditional on the category, status and or other custom fields. The information collected from custom forms can be used to drive processes such as workflows or routing rules. You can also create custom fields to capture information you import from other applications, such as the Active Directory or SCCM, and then use this data to make customised queues and tabs or create scheduled tasks. Custom forms and fields are also used in the creation of caller surveys. Finally, custom forms and fields can also be used in reporting, for example if you collect data on the nature of the ticket solution on closure you can see how many calls were due to user error and identify areas for improvement. Custom forms are available for tickets, callers, assets, locations, clients and articles.

Guidance

Navigate to the Admin Area > System Areas > Choose the System Area you wish to create the Custom Form in > Custom Forms > Add:

Name: This is the Name you give your custom form. This will be visible to users / callers. This cannot be changed once your custom form is saved.

Visibile in Self Service: Tick this box if you wish for your custom form to appear to callers in the Self Service Portal when logging a ticket.

Multi-line: This enables multi-line functionality for the answers.

Hide Empty Values: If nothing is answered in one of your Custom Fields then this will hide the values.

Show as Tab: You can show any custom form (incl multi-line) either as a card or tab

Fields

The list of Custom Fields that have been created for the same system area will be available to select from to add into your custom form.

Add

Click 'Add' to bring up the list of custom fields available. These are displayed in order of 'created' date, however, can be changed by clicking on one of the titles in the title bar. You can select the relevant custom fields to add to your custom form. There is no limit to the amount of custom fields that can be selected. You do not need to select them in the order in which you wish for them to appear in your custom form.

Edit

Select a field (one at a time) and click 'Edit' to present the below options. This custom field will then be edited specifically for this custom form.

Mandatory Mode

You can choose from various options for whether or not this custom field is 'Required' (mandatory) in this custom form:

Never - The field is optional throughout the Ticket lifecycle

Always - The field will be 'Required' as soon as it appears

Before Close - The field will be available to fill in as soon as the form appears, but it will not be possible to close the Ticket until a value has been provided. Choosing this option may prevent the technician from closing multiple tickets simultaneously and may mean that tickets cannot be closed via the Self Service Portal.

When a field is configured as 'Required' the user, whether in the main application or your SSP, will see the questions presented with red down the lefthand side - they will not be able to move on unless a value is entered in the required field.

Visual in the SSP

Conditional Visibility

You will need to enter a condition of when you need the custom field to be visible.

Examples

Question Reason new phone required will only become visible when the Question Type of Phone has the answer Mobile selected

Question Reason new phone required will only become visible when the Question Type of Phone does NOT have the answer Mobile selected

Remove

You can delete a custom field from your custom form by selecting the field and clicking 'Remove' - there is NO confirmation message, the field will be removed straight away.

Please Note: If you have Reports built containing the removed custom field, you will need to amend your reports.

Move Up & Move Down

This will allow you order your custom fields to how you wish for them to appear in the form. Select a field and then click 'Move Up' or 'Move Down' depending on where you wish the field to be placed.