Ticket Custom Forms

Custom Forms allow you to build forms to be completed on tickets. There are many customizable fields that you can select to create triggers and requirements for forms to be completed by either the customer or your staff before the ticket can be completed. You can create diagnostic checklists, post-repair checklists, work authorization forms, etc. to make sure that your repair process is thorough and complete.

 

Use these links to quick-jump to a section:

Creating Custom Form Field Groups

Form Fields

Working with Custom Forms on Tickets

 

Creating Custom Form Field Groups

Field Groups are user-defned requirements that change the behavior of the form. This will define which ticket types will have forms and when those forms need to be filled out by either the tecnician or the customer.

1. Navigate to Location Settings -> Tickets -> Custom Forms.

 

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2. Click "Add Custom Forms" to create a form template.

 

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3. Fill out the Custom Fields to begin customizing your form.

 

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All fields with an asterisk(*) are required fields.

  • Title - A brief title of the form's purpose.
  • Location ID - Select which location(s) this form will be assigned. You can select all locations, or a specific location.
  • Description - Include a description of the form, as reference.
  • Object Type - Select what kind of ticket type(s) will require the form.
  • Required When - Choose if/when the form is required to be filled out and submitted. These fields are based on the Ticket Status.
    • Never - This form is never required
    • Before leaving status  - This form must be submitted before moving out of a ticket status.
    • Before entering status - This form must be submitted when moving into a ticket status.
    • Upon first save - This form will automatically shown when the ticket is saved for the first time.
    • Upon entering status - Form will be utomatically shown once the ticket advances to a ticket status.
  • Manufacturers - If applicable, select any repair device manufacturers which will require this form.
  • Warranty Providers - If applicable, select a warranty provider which will require this form.
  • Ticket Action - Require a form if a specific ticket action has been assigned to the ticket.
  • Ticket Resolution - Require a form if a specific ticket resolution has been assigned to the ticket.
  • OEM Program - Require a form if specific parts are used.
    • Empty
    • Only when after-market parts are present
    • Only when oem parts are present
  • Order - Assign a numerical value (0-100) to reorder your form list. Lower numbers appear higher on the list.
  • Active - Toggle whether the form is active or inactive.
  • Qpop Enabled - Toggle whether this form can be seen only on the business side or also pushed to Qpop for a customer to view/sign.
  • Send to Qpop automatically when required - This will automatically send Qpop enabled forms to your customer-facing, Qpop device.
  • Require Signature on Submit - Toggle a signature requirement when submitting the form.

4. After customizing your settings, click "Save field group settings." This will expand the page further, so you can begin adding form fields.

 

Form Fields

The "Form Fields" section is used to populate the form with data fields. Fields range from text input, checklists, signature fields, to attaching images and files. For each of the fields, there are some editable settings:

  • Label - A short description of what information the field looks to capture.
  • Description/Tooltip - Add a more detaild description, direction, etc. The description will show up as a tooltip next to the label.
  • Defalt Value
  • Placeholder
  • Order - Assign a numerical number (0-100) to assign an order in which this field appears on the form. A lower number will seat the field higher in the list.
  • Print visible? - Controls whether or not this form field is diaplyayed when the form is printed.
  • Active? - Toggle the status of the field. Inactive fields will not display on tickets.
  • Required? - Controls whether this field is required to submit the form.
  • Enable conditional logic - This creates form entries that are conditionally shown or hidden, based on the values selected.

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Text Input: Use the Text Input option to create a field to enter data.

 

Text Area: Use the Text Area option to create a larger field to enter a larger amout of data.

 

Multiselect: Use the Multiselect option to create a dropdown of selectable options.

 

Checkbox: Use the Checkbox option to create a a list of fields with a checkbox. Multiple checkboxes can be selected.

 

 

Radio: Use the Radio option to create a set of options where only one of the options is selectable at a time.

 

 

Signature: Create a section that will capture a signature on the form.

 

Image: Create a section that allows you to upload images to the form. 

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File: Create a section that allows you to upload files to the form.

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Once you have created your fields, you can click the "Preview Form" button at any time to preview the form.

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You can also drag and drop items using the "Order" section to quickly change the order the form fields appear in. The form will display items from top to bottom.

 

 

Click the "Edit" button under the "Actions" section to make changes to a form field.

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Working with Custom Forms on Tickets

The Custom Forms section of the ticket edit screen is used to fill out or print custom forms.

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Click the Edit button under the Actions section to make changes to the form.

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The form can be saved in progress and finished later use by clicking "Save Draft".

The form can be submitted once it is complete by clicking "Save & Submit".

 

Unsubmit

Once a ticket is saved with a submitted form, the information cannot be changed unless a manager reverts the form back to Draft status by clicking "Unsubmit".

 

Print

Click the Print button under the Actions section to print the form. If the form is completed, the print button will print the form with all the values filled out. If the form is not yet completed, it will print an uncompleted version of the form where the form inputs that can be filled out on paper. 

 

Ticket View

There is also a Custom Forms section of the ticket view page, which will show all of the forms that have been saved on the ticket.

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