Is there a way to trigger a form with a service desk request?
If a user chooses a certain ticket type in Service Desk, I would like to require the user to submit additional information...possibly with a form.
If a user is requesting a report from our database administrator, I would like to require additional information on that request.
Please share any thoughts....thank you!
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Posted by:
Hobbsy
8 years ago
You could always use an additional queue with custom ticket layout specifically as the form you require, and then create a process that will make the initial ticket the parent, and create the second ticket in the additional queue. So the flow would be:
- Customer makes a request
- Helpdesk tech logs the ticket and selects Choose Action - Convert to process
- Child ticket is created in additional queue with only request fields in
- Customer is emailed to ask them to complete the form
- Customer completes form in end user console
- Custom ticket rule closes the child ticket when filled in and transfers relevant data to parent
- Tech completes request and closes Parent ticket
It is a little "Clumsy" but it is an option
Now, you could have rules in the back that send the user an email that goes to a form to fill out within another solution and that sends it to whoever but no trigger like what you described works today in the KBOX.
I have people use sharepoint or another solution to fill out the form and then that solution sends an email to the KBOX with the data in the comment. - nshah 8 years ago