Making different forms for different departments

Hi all,

On the Service Desk, is it possible to have a different "New Incident" form for different departments?

In our organisation, we, the IT Department, will be sharing the Service Desk with with our Premises Management Team. This means that when a user logs in to the Service Desk, they could either try to submit an IT Helpdesk ticket/incident, or a Premises Management ticket/incident.

Is there a way to make two separate forms for IT and Premises tickets?

At the moment, this is what our "New Ticket" form looks like. It's pretty much the standard form, but we added our own categories, and Dynamic Form Rules for when people select the "Site", which gives them a multi pick-list of different rooms to choose from.

We would like to have different forms, so that people could choose who the ticket concerns (IT or Premises), when submitting a new Ticket, and depending on who it concerns, different Categories and Sub-categories would be available, and perhaps even new, department-specific, fields.

Is this, at all, possible?

If not, what would be the best approach?

Thanks in advance

Top Replies

  • Howdy !

    You're already over half there!

    What you can do is make a form rule that applies to ALL Incident tickets. This form can have 1 field. For example: A dropdown menu with options for either…

Parents
  • Howdy !

    You're already over half there!

    What you can do is make a form rule that applies to ALL Incident tickets. This form can have 1 field. For example: A dropdown menu with options for either: IT or Premises

    Based off those selections, you can have other rules that build conditions on their response being IT or Premises, and the Category/Subcategory that they selected.

    So you've already laid the foundation for your forms, you just may need to tweek the rules that apply the forms. I hope this helps!

Reply
  • Howdy !

    You're already over half there!

    What you can do is make a form rule that applies to ALL Incident tickets. This form can have 1 field. For example: A dropdown menu with options for either: IT or Premises

    Based off those selections, you can have other rules that build conditions on their response being IT or Premises, and the Category/Subcategory that they selected.

    So you've already laid the foundation for your forms, you just may need to tweek the rules that apply the forms. I hope this helps!

Children
No Data