Type-specific custom ticket forms

Introduced in 2024.2

Tickets(Change Requests, Incidents, Problems, Service Requests, and Work Orders) can use different form layouts depending on their type. Custom layouts let you tailor the form for each type, controlling which fields, tabs, and sections are shown and where they appear. For example, Major Incidents can have different fields and tab arrangements than Technical Issues, and Change Requests can have distinct layouts for Emergency, Minor, or Standard requests, showing exactly what each process requires.

Each ticket type can have only one custom layout. If a type does not have one assigned, the default layout is used.

When a ticket is opened, the system displays its details according to the assigned layout, showing the fields, tabs, and sections for that type in the configured arrangement.

Assign a form layout to specific ticket types

Before you begin, create a custom form that will be type-specific. For details, see Custom form layouts and Customizing detail form styles.

To assign a custom form to ticket types:

1. In the Admin Center, go to Workflow and Business Logic > Service Desk > [Ticket Class] > Form Layouts.

2. Select the layout you want to assign.

3. In the Types column, click +. A list of available ticket types appears..

4. Select one or more types and confirm.

5. Each selected type is added as a label in the Typescolumn. Assigned types can be removed directly by clicking the x on the label.

   

NOTE: Each ticket type can be assigned only once. Once a type is assigned, it is removed from the list of available types. When all types are assigned, the type selection list becomes empty.

Related information:

Setting up classification