How to customise the create incident form?

Required Permission

Manage All Forms

• This is a team level role.

• Navigate to Roles and Permissions > Role type: Team > Managerial tab > Forms section to enable this permission.

How to customise the create incident form?

Follow the steps below to customise the create incident form.

1. Navigate to Main menu > Manage > Ticket settings > Forms.

2. By default, Incident tab will be selected. All the default fields for incident ticket type will be listed as below.

3. The fields which can be customised are marked in the table below.

4. In addition to the below fields Requester fields and Team selection will always be displayed and are mandatory always when creating an incident.
5. The incident form customisation can be done for each team.
6. The incident custom fields associated to the teams can be customised under Manage > Custom fields > Incident fields.

*NA - Not Applicable. Internal field. Agents can only view these fields in agent portal. These fields cannot be exposed to requesters.

Note:

• These are default system fields that are shipped out of the box in service desk.
• These fields can be either enabled or disabled from the form but cannot be deleted.
• These fields cannot be renamed.
• Field values of Impact, Urgency cannot be changed.
• Field values of Status, Priority, Asset, Assignment group, Assignee can or will be based on the configuration done by the admins in the respective manage screens.