17.3. Build the Request Form with Fields, Help Text, and Options

The Form section of the form editor is where you decide what information clients provide when they submit the request.

1. Open the form and scroll to the Form section (Author Fields).
2. Choose a Field Type, then click Add Field.
3. Configure the new field (see the options below).
4. Repeat to add as many fields as you need.

If you haven't added anything yet, the form shows No fields configured.

Figure 1: Adding a field to a service request form

Field Types:

• short-text: a single-line text box (e.g., employee name, asset tag).
• long-text: a multi-line box for longer descriptions.
• select: a dropdown of predefined choices.
• checkbox: a single yes/no toggle.
• date: a date picker.
• file-upload: lets the client attach a file.

Configuring a Field:

Each field has its own settings:

• Label: The question or field name the client sees.
• Help Text: Optional guidance shown beneath the field.
• Required: Toggle on to make the field mandatory before the client can submit.
• Default Value: A value pre-filled for the client.
• Options: For select fields, enter one choice per line in the form value:label (the value is stored, the label is shown).

For checkbox fields, the default can be set to No default, Checked, or Unchecked.

Reordering and Removing Fields:

Use Move Up and Move Down to change the order in which fields appear, and Remove to delete a field you no longer need.

Checking the Result:

The Rendered Form Preview (and the Request Form preview in the Preview panel) shows exactly what the client will see, so you can confirm the wording and order before publishing.

Tip: Keep forms short and focused. The fewer, clearer questions you ask, the faster clients can submit and the cleaner the resulting ticket. Once your form is ready, set where submissions go in 17.4. Configure Ticket Routing.