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 problem form?

Follow the steps below to customise the create problem form.

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

2. Select Problem tab at the top. All the default fields for problem ticket type will be listed as below.

3. Problem form is applicable only to agents, which is problems can be created only through the agent portal.

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

5. In addition to the below fields Requester fields and Team selection will always be displayed and are mandatory always when creating an incident.

6. The new problem form customisation can be done for each team.

7. The problem custom fields associated to the teams can be customised under Manage > Custom fields > Problem fields.

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.