Chapter 6 - Forms Overview Flashcards
What is a form used for?
It is used to create, view or modify specific records in the data tables.
Ex. Incident, change or knowledge forms.
-It’s displayed in the content frame.
What do incident forms contain and name some examples.
-Contains fields which can be used for column groupings etc.
Ex.
String fields = Text
Choice fields = Dropdown options
Boolean = True/False
Reference Fields = Extensive list requires text (e.g. Caller name)
What are some tabs that exists for incident forms?
Notes, related records, resolution info.
Ex. Watchlist: Notifies a person when ticket is updated.
How do you copy an incident?
Right click the ‘context menu’ > Copy incident (Keeps all the fields identical except for the INC#)
What kind of forms allows ‘insert’ and ‘insert and stay’ from the context menu?
Catalog Items and Surveys
-Insert: Copies the record and re-displays the list.
-Insert and Stay: Copies the record and keeps it open.
When does the ‘related list’ appear?
When you submit a form (e.g. Change TASK in CHG#)
What is the ‘related search result’?
-You can search up KBs in this option and preview one to make sure its relevant and attach it to the ticket so the user can follow it.
-Once attached, you can add like a personalized text to say ‘try this’ before the link to the KB.
Note: It’s the first thing above the ‘work notes’ section.
How do you create a new template?
-You create a new incident record > Set the appropriate fields with values > Toggle the template bar > Create new template > Give it a name
How do you navigate to form design from incident table?
Create New Incident > Right click hamburger icon (context menu) > Configure > Form design.
In form design, where do you go if you can’t find a field?
Go to ‘field types’ > Look for ‘Price’ (example) and it’ll look up the actual table column.
Note: You can set the default values for different fields by clicking the settings for the desired field.
How do you get to form layout?
Create new incident form > Context menu (hamburger icon) > Configure > Form layout.
-Make sure the ‘View name’ is correct (e.g. Default view, self-service, major incident)
-Make sure the ‘Section’ is correct (e.g. Incident, notes, related records, closure info)
In the ‘Available’ panel, what do the green ones with the [+] icon listed on the right do?
The green items with [+] are reference tables and if you click ‘Expand selected reference’, then it’ll provide you with the columns in that table.
Note: You can just add the black column options from the reference tables.
How do you create a related list?
Create new incident form > Context menu (hamburger icon) > Configure > Related List.
Note: This is similar to CTASK# and CHG#.
-Make sure the view is correct and you’ll have a new tab in the bottom.
