Question about custom forms and new tickets

I have inherited SWSD from a previous sysadmin who is no longer with my company. Unfortunately, he partially set up the ticketing system, but it was never completed or rolled out so I am trying to make heads or tails of it.

Current headache is dealing with custom forms. I can see where to create / save custom forms, with fields that I have created, and save them in the proper categories/sub categories. However, during testing, if I attempt to submit a new ticket, none of the options that are available to me reflect the custom forms that I have created. Am I completely missing something, or can someone help clear me in on what I am doing wrong?

Thank you!

Parents
  • If you create a new "Incident" you can think of those as just  "I have an issue with ____" requests. For the forms you created, you can Request the form by going to the Service Catalog.

    For Agents, the service catalog is available in the left side menu, and once you click on the form you want, you can Request it in the top right.

    For Requesters or Task users, the forms are available in the Portal view:

    Let me know if that works for you, or if you running into a different issue!

Reply
  • If you create a new "Incident" you can think of those as just  "I have an issue with ____" requests. For the forms you created, you can Request the form by going to the Service Catalog.

    For Agents, the service catalog is available in the left side menu, and once you click on the form you want, you can Request it in the top right.

    For Requesters or Task users, the forms are available in the Portal view:

    Let me know if that works for you, or if you running into a different issue!

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