Form Configuration

The Form Configuration section is where Help Desk request forms are created and managed.

A form controls what information a requester must provide when creating a ticket. This helps the support team receive clear and complete information from the beginning.

Different forms can be created for different departments, categories, teams, or support needs. For example, an IT support form may collect different information from a general support form.

What Form Configuration Is Used For

Use Form Configuration to:

• View available ticket forms.
• Create custom forms.
• Preview forms.
• Add and configure fields.
• Change the order of fields.
• Activate or deactivate forms.
• Move forms to Trash.
• Restore deleted forms when needed.

This helps keep ticket creation organized and consistent.

Form List

The main Form Configuration page displays the available forms as cards.

Each form card may show:

• Form name
• Description
• Date created
• Number of fields
• Active or inactive status
• View
• Configure
• Move to Trash

The form card provides a quick summary of the form and its current availability.

Active and Inactive Forms

An active form is available to eligible users when they select Submit Ticket or New Ticket.

An inactive form remains saved in Form Configuration, but it does not appear as an available request form.

To change a form’s status:

1. Open Form Configuration.
2. Find the required form.
3. Select the active or inactive status control.
4. Refresh the page and confirm that the status remains unchanged.

A department-specific form should only be available to users who have access to its assigned department.

If an expected form does not appear, confirm that:

• The form is active.
• The correct department is assigned.
• The user has access to that department.
• The form has not been moved to Trash.

Viewing a Form

Select View to open a preview of the requester-facing form.

The preview allows administrators to confirm:

• The fields are displayed correctly.
• Required fields are clearly marked.
• Field labels and instructions are understandable.
• Dropdowns and selection fields work correctly.
• Date, time, rating, slider, and upload fields are usable.
• Hidden fields are not visible to the requester.
• Fields appear in the correct order.

The preview may include fields such as:

• Subject
• Description
• Category
• Department
• Assigned Agent
• Custom fields

Some values may be automatically selected based on the form’s department or category configuration.

Configuring a Form

Select Configure to open the form builder.

The form builder allows administrators to:

• Review fields already included in the form.
• Add new fields.
• Edit field settings.
• Duplicate supported fields.
• Delete fields.
• Reorder fields.
• Preview the form.
• Save configuration changes.

Select a field to display its available settings.

Field Settings

The available settings depend on the selected field type.

Common settings include:

• Label: The name displayed above the field.
• Placeholder: Example text displayed inside the field.
• Helper Text: Additional instructions shown to the requester.
• Required: Prevents submission until the field is completed.
• Read-only: Displays information that the requester cannot change.
• Options: Available choices for dropdown, radio, checkbox, or multi-select fields.
• Default Value: The value selected or entered automatically.
• Minimum and Maximum: The allowed range for number or slider fields.
• Step: The amount by which a slider value increases or decreases.

Enter clear labels and helper text so requesters understand what information is required.

Available Field Types

The form builder supports different field types for collecting and displaying information.

Available field types may include:

Text Fields

• Text
• Text Area
• Number
• Email
• Phone
• URL

Choice Fields

• Dropdown
• Checkbox
• Radio
• Multi-Select

Date and Time Fields

• Date
• Time

Upload Fields

• Image
• File

Interactive Fields

• Rating
• Slider

Layout Fields

• Section
• Heading
• Paragraph
• Divider
• Hidden

Help Desk Fields

• Assigned Agent

Use the field type that best matches the information the requester must provide.

Adding a Field

Use Add Field to add another question, input, or layout element to the form.

To add a field:

1. Open the form in Configure.
2. Select Add Field.
3. Choose the required field type.
4. Enter the field label.
5. Configure the available settings.
6. Save the form.
7. Open View and test the new field.

For example, an IT form may include fields for:

• Employee ID
• Device type
• System name
• Preferred contact method
• Support topic
• Urgency score

Required Fields

A required field must be completed before a ticket can be submitted.

Use required fields for information the support team needs before beginning work.

Avoid making unnecessary fields required because this can make the form more difficult to complete.

Reordering Fields

Fields can be moved into a different order inside the form builder.

To reorder a field:

1. Open the form in Configure.
2. Drag the field to the required position.
3. Save the form.
4. Refresh the page.
5. Open View and confirm the new order.

Organize fields in a logical order so the form is easy to complete.

Choice Field Options

Dropdown, radio, checkbox, and multi-select fields require options.

For example, a Preferred Contact Method field may include:

• Email
• Phone

A Support Topics multi-select field may include:

• Hardware
• Software
• Access

Radio fields normally allow one selection. Multi-select and checkbox fields may allow more than one selection, depending on the configuration.

File and Image Uploads

Image and file fields allow requesters to attach supporting information.

Use these fields for items such as:

• Screenshots
• Error reports
• Supporting documents
• Reference images

The number and type of accepted files may depend on the field configuration.

Assigned Agent Field

The Assigned Agent field allows an available support agent to be selected.

Agent availability is based on department mapping. An agent may not appear if the agent and form belong to different departments.

If multiple agents have similar or identical names, confirm the correct user before making a selection.

Creating a New Form

Select Add New Form to create a custom request form.

When creating a form, enter:

• Form Name: The name displayed to users.
• Description: A short explanation of the form’s purpose.
• Department: The department responsible for the form.
• Category: The category associated with the selected department.

To create a form:

1. Select Add New Form.
2. Enter the form name and description.
3. Select a department.
4. Select a category associated with that department.
5. Select Create & Configure.
6. Add or update the required fields.
7. Save the form.
8. Activate the form when it is ready for use.
9. Open Submit Ticket and confirm that the form is available.

If All Departments is selected, the category should return to No Category unless another valid category is selected.

Saving or Canceling Changes

Select Save to keep configuration changes.

After saving:

1. Refresh the page.
2. Reopen the form.
3. Confirm that the changes remain.
4. Open View and confirm that the requester-facing form is correct.

Select Cancel to close the current screen without keeping unsaved changes.

Moving a Form to Trash

Use the red trash icon to remove a form from the active form list.

To move a form to Trash:

1. Deactivate the form.
2. Select the red trash icon.
3. Review the confirmation message.
4. Select Move to Trash.

The form should disappear from the main Form Configuration list.

Moving a form to Trash does not immediately delete it permanently.

Trash

The Trash section stores forms that were removed from the main form list.

From Trash, authorized users may be able to:

• View deleted forms.
• Restore a form.
• Permanently delete a form.

Restoring a form returns it to Form Configuration. Confirm its status and settings before making it available to requesters again.

Troubleshooting

An Active Form Does Not Appear

Confirm that:

• The form is active.
• The form is assigned to the correct department.
• The user has access to that department.
• The form has not been moved to Trash.

A Category Does Not Appear

Confirm that the selected category belongs to the form’s department.

Changing the department may reset the category selection.

An Agent Does Not Appear

Confirm that the agent is mapped to the same department as the form or ticket.

A Dropdown Does Not Close

If an open dropdown does not close when its arrow is selected, click outside the dropdown to close it.

Why Form Configuration Matters

Form Configuration helps JMS Help Desk collect the correct information when a ticket is created.

Well-structured forms make tickets easier to understand, assign, and resolve. They reduce the need for agents to request missing information after submission.

In short, Form Configuration keeps ticket submissions clear, consistent, and easier for support teams to manage.