If a user chooses a certain ticket type in Service Desk, I would like to require the user to submit additional information...possibly with a form.
If a user is requesting a report from our database administrator, I would like to require additional information on that request.
Please share any thoughts....thank you!
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  • Short answer is nope. There are do dependencies that can be done unless you are using nested options with the "::" option under categories.

    Now, you could have rules in the back that send the user an email that goes to a form to fill out within another solution and that sends it to whoever but no trigger like what you described works today in the KBOX.

    I have people use sharepoint or another solution to fill out the form and then that solution sends an email to the KBOX with the data in the comment.
    • OK, thanks for the feedback. I think SharePoint will be my next implementation so maybe I can work something out.
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You could always use an additional queue with custom ticket layout specifically as the form you require, and then create a process that will make the initial ticket the parent, and create the second ticket in the additional queue. So the flow would be: 

  1. Customer makes a request
  2. Helpdesk tech logs the ticket and selects Choose Action - Convert to process
  3. Child ticket is created in additional queue with only request fields in
  4. Customer is emailed to ask them to complete the form
  5. Customer completes form in end user console
  6. Custom ticket rule closes the child ticket when filled in and transfers relevant data to parent
  7. Tech completes request and closes Parent ticket

It is a little "Clumsy" but it is an option
Answered 05/27/2016 by: Hobbsy
Red Belt

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