Do you need to track model numbers, serial numbers with respect to your tickets? Tired of responding to initial ticket messages to get more data from your users? osTicket 1.8 introduces customizable forms and fields which will help you associate extra fields with your tickets, customers, and even about your company.

Custom Lists

Create a Custom List by going to Admin Panel > Manage > Lists and selecting “Create New List.” The content of this list is 100% up to you! The “Name” will be what end users see when they are filling out the ticket form whereas the “Plural Name” will be how the list is named in the drop down to select this list in a form. We encourage you to include abbreviations where applicable as these will be included when users start typing the information.

Custom Lists can then be added to a Custom Form which will allow you to require information from the user when they create tickets. These fields can also be for internal use only.

Custom Forms

Custom Forms also allow you to create a variety of answer fields; all customizable by you. Fields can be listed as internal- to be utilized by staff for internal ticket creation or when editing an exiting ticket; or required for when the user submits a ticket. These Custom Forms can then be added to Help Topics to help improve your workflow by capturing any required information from the user when submitting a ticket. The form associated with the help topic is only display to the user after the help topic is selected by the user when creating new tickets.

To assign to custom form to a Help Topic, go to Admin Panel > Manage > Help Topics > and select desired help topic. In the New Ticket Options section, choose custom form from the drop down to be added when clients or staff are creating a new ticket. Only one custom form can be added to each Help Topic.

Managing the Stock Forms

These forms are included on each new ticket that is created by client or staff; regardless of Help Topic selected. Currently, osTicket ships with Contact Information, Ticket Details and Company Information as Built-in Forms. The Ticket Details form is included on each new ticket created, Contact Information is available for every user in the system, and Company Information is available on the Company settings page.

We suggest you preview these built-in forms to see the information contained in them. All can be edited to further work with your company’s workflow. Fields which are marked “Required” will show in bold on the ticket form.

Thoughts

We hope you enjoy this new feature of your osTicket as much as we do! Please feel free to contact us with any questions or concerns you may have or if you would like a quick walk through of how to set up these features!