How to change issue type of an existing form that is IT Help with Two Step Approval to ServiceNow

Kinza Jabeen

Hi,

 

I am trying to re-vamp our existing form and trying to connect it to ServiceNow so that I can use the Sent to IT option. 

 

Can you please guide me on how I can do that?

Is there a way to make changes to the existing form instead of creating a completely new form? 

Nadhila Savira

Hi Kinza,

Nadhila from JSM here.

There are two things at play here that you can customise. One is Forms, and you can read more about it here: What are forms?

The second one is the Request Type's Request form, and you can read more about it here: Customize the fields of a request type.

A Form can be added to a Request form, and the Request form is what the customer sees in the Portal when choosing which Request Type to submit a ticket for. Which one of these do you want to change?