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?