Halo Service Desk Guides
Documentation to assist with the setup and configuration of the Halo Service Desk platform
Creating a Form
Creating a form for either your end users or your agents to fill in is simple; this is done in the ticket type settings. This guide will run through an example of this.
This will combine the use of custom fields, field groups and dynamic field visibility.
Using Field Groups
These are perhaps the easiest way of building a form as these allow you to build blocks of fields that will all appear under the same sub heading and allow the same customisation as using individual fields in the field list.
First you need to select the ticket type you wish to edit. To do this head to Configuration>Tickets>Ticket Types, then you will need to navigate to the field list tab and click to "Modify Field Groups".
The first requirement to creating a group is to create the fields or custom tables required. This is done in the "Custom Objects" section of the configuration.
See the "Custom Fields" guide for more information on how to do this.
Creating the group
- Click new or modify an existing group.
- Give the group a name and header, this will appear in the new ticket screen when logging.
- Head to the field list tab and add in the relevant fields
- These can be reordered at any time by click and holding LMB on this tab and dragging and dropping in the correct order.
- The tab only appear when hovering over the field.
- Add the list of fields to completion.
- Change the visibility of the fields by clicking the pencil.
- Add any dynamic visibility required so a series of selection or answer boxes that only appear when a previous one holds a given value.
- Example: The field CFGuidename only appears if the checkbox asking if there is a guide
- Click Save.
Repeat this process for any Groups of fields you need.
Creating a New Form
- Head to the ticket type settings (see above) and create a new or adapt an existing ticket type.
- Fill in the other details (if making a new ticket type) and head to the field list tab.
- Add the groups of field in as necessary.
- Adjust the dynamic field visibility as above
- A group can be hidden initially if there is dynamic field visibility on any initial fields in a group.
- This can be used to have short forms where information is not presented or required in all cases.
- Complete the list of groups and fields until your form is complete. Note the separate field visibility settings for the new ticket screen and the ticket details screen. End users can also view existing tickets via the portal so the ticket details screen setting will apply there. The below screenshot shows the full list of visibility setting available for every field in a group or on a ticket type.
- Click Save.
Example Form Group
Here is the new group we have created and the steps look as follows, this is for an incident logged by an end user.
They are asked if there was a guide for the issue they're logging, the name of such guide, whether there's an issue with this guide and any further feedback.
- On selecting Yes for "Was there a guide?", this prompts more fields to appear
The user can then submit with a lot of extra information they may have not submitted had these not been included.