Basically we would like to access and customize the standard incident form - essentially treat it just like any other custom form - or have the option to replace it entirely with a custom form.
@dickie - Can you please elaborate on this? How do Custom Forms/Dynamic Forms not address your needs?
@caitken - so my understanding is that a custom form may be appended to the 'standard/base' incident request but may not entirely replace it. The standard/base form has fields for: Requester, then Header, then Description, then CC & Department (if set visible), then anything you put in a custom form. I can give the Header field a different label, but I cannot put my custom form fields above it, for example, and I cannot re-label the Description. Am I incorrect? Why do I want to do any of this? Because with a requester base that is largely non-computer-savvy, opening an incident and facing a blank form is largely intimidating and they don't know what to write that is of any use to our IT agents. If I can first lead them through a carefully curated set of dependent menus that starts with the label "Area of Issue" (instead of the standard "Category", which is so not helpful), then it helps break the ice so they can then type something in to the header - Ideally the header could be constructed from the menu choices - and maybe they don't need the description field - or maybe the description can be a checked option - because the menu selections provide the minimum information set for IT to triage.
