How to customise the create release form?
Dec 27, 2023
615
Required Permission
Manage All Forms
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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 release form?
Follow the steps below to customise the create problem form.
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Navigate to Main menu > Manage > Ticket settings > Forms.
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Select Release tab at the top. All the default fields for release ticket type will be listed as below.
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The release form is applicable only to agents, which is releases can be created only through the agent portal.
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The fields which can be customised are marked in the table below.
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The below release form customisation can be done for each team.
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The custom fields associated to the teams can be customised under Manage > Custom fields > Release fields.
|
Field Name |
Can be Customised? | Display for Agent | Mandatory for Agent |
| Subject |
No |
Enabled by default | Yes |
| Description | Yes | Enabled by default |
Yes |
| Status | No | Enabled by default | Yes |
| Release Type | Yes | Enabled by default | Yes |
| Priority | Yes | Enabled by default | Yes |
| Impact | Yes | Enabled by default | Yes |
| Urgency | Yes | Enabled by default | Yes |
| Risk | Yes | Enabled by default | Yes |
| Assignment group | Yes | Enabled by default | No |
| Assignee | Yes | Enabled by default | No |
| Due by | Yes | Enabled by default | No |
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 Release type, Impact, Urgency, Risk 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.
