Customization of self-service incident form

Idea created by Trenton Knew on May 25, 2016
    Long term plan
    Score25
    • Adam.Shearin@Samanage.com
    • Trenton Knew
    • DONNA cushing
    • Tye Graham
    • Steve Blackburn

    (Originally posted on 15, March 2016)

    Currently, the only option we have for design and layout for the "New Incident" form is the ability to select and unselect a few options from the forms and fields menu item, (as shown below):

     

     

    I think there should be a way to add static text fields and maybe control the layout of the incident page.  I have a desire to create a set of detailed instructions for "Writing effective support requests" that talk about HOW to use priority, and what information they should include in their support request. 

     

    The easiest way to accomplish this would be to include an option for adding a custom text field to the incident form.... kinda like this...

     

     

    I think this would help make samange a more effective helpdesk tool, as users can ask for specifics and get fewer tickets that are too vague to decide how to assign them without digging deeper, or just basically giving us the possibility to present a solution without having to contact and milk the requester for more information.

    What problem will this feature solve?: