Dynamic form of filling in a Service desk request

Thanks to this tool you can get a more detailed and precise data from requestors. The from of the request will automatically set for the task depending on the previously filled in fields.

Why do you need it?

Previously you could add fields reflected in the support requests both on the Customer portal and in the FlowFast card in the Service settings in Service desk. Now you can set the fields so that the form of the request dynamically changes in case some of the fields are filled in in a certain way.

For example, while creating a request on the Customer portal the user can fill in the "Set the problem" field choosing one of the suggested variants: "The images won't load", "Cannot login", "Another question". When they choose one of the options additional fields will appear, so that the user can describe the problem in more detail. The fields differ depending on the chosen option.

The picture below shows that the field "The image link" will be added to the request form only if the user chooses the "The image won't load" option in the "Set the problem field".

How to set it?

Go to the "Services" section in Service desk and pick up the needed service (or create a new one).

Next add the required fields in the fields settings and choose the conditions of field reflection in the "Display condition" section. You can set the values of the fileds already incleded in the request as conditions.

The picture below shows that there are the "Priority" and "Due date" fields in the request. If "Priority 1" is chosen then the required (obligatory for filling in) "Due date" field will automatically appear in the request.

Click «Save». Done!

Now when a request is created within this service the needed fields will be automatically added to it.

The image shows that after the user chose "Priority 1" in the Priority field and the "Due date" field appeared below.