Support  ·  Forms and approvals

Form fields

Field types, choices, widths, and the show/hide settings that keep a form short.

Each field on a form has its own page. Click a field’s name in the form editor to open it.

Pick a type

• Short text, Long text, Number, Date, and Date and time are typed in.
• Dropdown takes one choice. Pick several takes as many as people want.
• Checkbox is a yes or no. Make it required for an “I agree.”
• Location fills in the ticket’s site. Priority sets the ticket’s priority.
• Person asks for someone, like a new hire’s supervisor.
• Photos or files takes attachments.
• Section heading and Instructions text show text and don’t ask anything. The label is the text.
• Reserve equipment (with the inventory add-on, once reservations are on) asks for a pickup day and time, a return day, and how many of each kind of loaner, and shows what’s free as people pick. A form holds one. See Reservations.

After changing a type, save and reopen the field to see the settings for the new type.

Set the basics

• Label is the question. Help text shows under the field.
• Required only counts while the field is showing.
• Width on the form can be full width, half, a third, or a quarter. Narrow fields sit side by side, like First name and Last name on one line. On a phone, every field is full width.
• Use as the ticket’s description (Long text only) makes the answer the main text of the ticket.

Fields only techs fill in

Tick Techs fill this in, not the requester for things like a root cause, a PO number, or the asset tag IT finds. The field is left off the request form. The ticket’s techs fill it in from the ticket with Fill in the form answers, and the requester never sees it. It’s never required.

Because it’s empty when the ticket opens, nothing that happens then can go by it: show/hide settings on request fields, the form’s tasks, and its approval. If one of those already uses the field, change it first. Reports can still group by it, which makes a dropdown like “Cause” handy.

Give it choices

A dropdown or “pick several” field gets its choices one of two ways, under Choices come from:

• This field’s own choices: type them one per line, in order. Renaming one here makes it a new choice, so check any routing rules that used the old name.
• A shared list: the field follows the list, and changes under Settings, Shared lists show up on every form that uses it.

Make this a shared list turns a field’s own choices into a list other forms can use. It doesn’t save other changes, so save those first. See Shared lists.

Person fields

People type a name and pick from what comes up. Ticket options decides who can also find people in Active Directory or Microsoft 365.

Tick Copy them on the ticket so whoever’s picked can see the ticket and get its updates. Anyone can be picked, so leave it off for a person who isn’t part of the request.

Show or hide a field

A field can depend on a dropdown, “pick several” field, or checkbox above it. Pick Show this field or Hide this field, then all of these are true or any of these is true. In each row, pick a choice and is chosen or is not chosen. Save to get more empty rows.

Fields that depend on a hidden field treat it as unanswered. Answers to hidden fields aren’t saved.

When something uses a field

If a show/hide setting, routing rule, form task, or the form’s approval setting reads a field’s answer, you can’t remove the field, drop a choice it uses, or change the type (other than between Dropdown and “Pick several”). The page says what’s using it.