Unaable to create a new thread entry in forms

Niamath

Hi Team,

I have create a new help topic as Request which will handle new requests of the users ( example : Request for a new toner) and for it created a new form to haddle the requests. This form contains Request item, request details and priority level. When a end user fill this form the request item in the ticket shows blank. As per my knowlege the request details type should be thread entry and i am unable to select it from the drop down as its not shown. I have tested the type as long answer but its not working . Kindly help me on this . Thank you

KevinTheJedi

Niamath

Can you please provide more information including screenshots?

Cheers.

Niamath

KevinTheJedi Thanks for your reply, yes ,i can provide.

Niamath

As you can see, according to the screenshots, When i create a request the subject shows as request , i want to dispay the short discription there. I guess for request details i have to setup the type as thread entry which i am unable to find the drop down lost of type. For all the requests i open the subject is displayed as request.

Niamath

As shown on the last screenshot when i open the ticket the discription is show link this

KevinTheJedi

Niamath

Yea, you aren't meant to overwrite the built-in subject, message, and priority fields and variables. So you need to rethink what you are doing as you are breaking core fields. Can you please explain what your end goal is and why you created a whole separate form that mimics the built-in form?

Cheers.

Niamath

In OS ticket the default forms are made to handle problems (incidents). Beside incidents, i want it to handle requestes.

example: Request for a toner or Request for a new user account creation

KevinTheJedi

Niamath

Im confused, you can use the built-in form for any type of incident or request. Simply set a different Help Topic and assign to a different Department. You can attach additional forms and fields to each Help Topic to request specific information but you are not supposed to overwrite the built-in fields and variables.

Cheers.

Niamath

This is what happens when i use the default system build forms for requests . Here it shows issue summary. request should not have it. can you help me on resloving this issue.

KevinTheJedi

Niamath

Then go to the Help Topic, go to the Forms tab within the Help Topic, and disable the Issue Summary field. It will then use the Help Topic as the Subject for those Tickets.

Cheers.

Niamath

When i do it under the ticket details it shows Please Describe Your Issue

Niamath

KevinTheJedi

Niamath

Yea.. because the Ticket Details Form has a Description with that message. Simply remove that text from the Form if you don't want it.

Cheers.

Niamath

Hi Kevin,

Thanks for your ongoing support. i did that. but when ever i open a request , in the ticket dashboard it just shows request. not the exact request short information

Niamath

KevinTheJedi

Niamath

Because you have the Issue Summary disabled..

Cheers.

Niamath

any other way we can configure it for request. i am using the issue summary for incidents(problems) , if i use same for requests. when i create a ticket for requests there also it will show Issue Summary . i want it as request summary.

KevinTheJedi

Niamath

No, there is no way to do that at this time. I would suggest renaming the core fields to something more generic that can be used for any type of Ticket.

Cheers.

Niamath

KevinTheJedi yes, that make sense . I will do it. Thanks for your support