In the ServiceDesk portal, a form is the screen or page that workers and users interact with during a process. The forms feed the process data into the database. For example, a change worker uses the Request Change form to submit a new change request. Users use the Create New Incident form to submit incidents.
ServiceDesk contains predefined forms for all its processes. These predefined forms are complete and ready to use immediately. However, you can customize any of the forms to meet your organization's established process requirements.
For example, many organizations customize the Customer Satisfaction Survey form that is sent to the submitting user when an incident is resolved and confirmed. In the survey, the user rates how satisfied they are with the service that they received.
The form customization can be performed at different levels and from different places.
Table: Levels of form customization
Where to edit
What you can customize
The form itself
For more information about customizing forms, see the ServiceDesk Customization Guide and the Workflow Solution User Guide.
Examples of how you can customize a form are as follows:
Change the theme or the template style.
You can select from a range of theme and template styles or you can create your own. You can also change the form size.
Change the text that appears on a form.
Change the images that appear on a form.
Rearrange the elements on the form.
Change error messages.
The predefined forms contain the error messages that appear when a required field is not populated. You can edit these error messages.
Change the confirmation pages that are presented to users.
Several process actions result in a confirmation message being sent to the user. For example, when a user submits an incident, a Thank You page appears; when a log on fails, an error page appears. You can change the contents of these pages.
Add data to a form.
For example, you might add a field to the incident form so that the support technicians can assign the incident to a cost center.
Remove data from a form.
Use caution when you remove data components from a form. Any of the output variables that those components designate become invalid after the removal, which breaks the process.
Aspects of the form's appearance and behavior in the Service Catalog