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webform with additional questions when issue received from servicedesk

Tickets are dispatched by the servicedesk to multiple solving groups in our company, we often have complaints that information is missing. Is it possible to send a form to the user that reports an issue when a solving group receives a ticket from the servicedesk? it would be nice if every individual solving group can have there own form with questions that the reporter fills in and is added to the issue when completed. 

1 answer

2 votes
Jack Community Leader Jan 14, 2021

Can this not be solved thru unique Request Types that have the required form (fields)?

Hi Jack,

 

What do you mean with unique request types? we are using different request types such as incidents and service requests, the servicedesk does the intake when a user calls and we already created a couple of fields that the servicedesk employee needs to fill in such as does this problem occurs with multiple users etc. We have some solving groups with specific products that cannot be troubleshooted by the servicedesk and cannot be added to the intake. Also some developers are not checking there tickets on a daily basis and asked me to sort out if its possible to directly send a form to the reporter when a ticket is placed on there solving group. Then the can create there own troubleshooting from, also the are winning time. If the look at a ticket that is placed on there solving group after 2 days they then have to ask for more info from the reporter. 

 

I agree that there are non technical proces related solutions like created a from by a developer and provide it tot the servicedesk as a reference but we want to check a technical option and provide the outcome to our service owner before making a decision. 

 

I looked at HTTP Trigger requests but seems somehow what complicated.

Jack Community Leader Jan 15, 2021

What I mean is that the purpose of having a request type is to actually build a form that collects the required or desired information from the reporter. So I don’t understand why some teams need to acquire more info as a general rule. Why do you need to “send a form” to the reporter? If that is needed occasionally then the agent should simply attach to the comment back to reporter. If it is always needed then build it into the form used to create the issue. 

i agree :) still the question remains on my plate to investigate what the technical option are. 

Jack Community Leader Jan 15, 2021

If you want to attach a form then just attach it and you can use automation. Understand how this will work though. 

  1. Doc is attach and customer gets a link to portal where they can download the doc. 
  2. customer edits document and then attaches the edited doc. 

you can also look to the Marketplace for options.

good luck!

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