The request entry form is the gateway to any Service Desk. How is it to be made as understandable as possible for staff; to make sure the operator saves time and not make it a nightmare for those who fill it out…?
Do you have to program your own form?
The first way to create a form is by programming – a more complex, but more usual approach. This is a powerful tool that is used to bring numerous advantages. But it is currently on the wane. It is a time-consuming method: everything has to be self-programmed, and that also complicates and hinders the transition to a newer version of the system. How can we avoid such shortcomings?
System request form with javascript
The second option combines the advantages of a system request form – its easy deployment, the intuitive editing of form items, and the universality of the form itself.
You can add your own javascript to the system form, to control the item displays, value settings, required fields, and much more.
Options for how to add a request
The form editor has the usual elements such as adding and deleting an item, and setting what is obligatory – some items have to be filled in by the user, others can be omitted, or the order of appearance of individual fields can be changed.
Custom items vs. system items
When adding items, you can select from among existing ones or create a new item in a simple editor to meet the needs of your service.
Newly created item without previous template
The newly created and added item will then be saved only in the creation message and will not be editable during the request life cycle (NEW – SOLUTION – APPROVING – RESOLVED).
These items are especially suitable for questions that would be asked retrospectively by the operator (the user who allocates the requests among the individual staff members), e.g. whether a PC restart has been tried, whether it is possible to print to another printer, or what steps preceded the raising of the request.
If you still want to edit the value of an item that the requester entered, you must first add it to a used process.