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.

Complete a Form as a Stored Submission:

For questionnaires and intake forms that only collect information, choose store-only completion. For example, retain GreenLeaf Dental Group's maintenance-window questionnaire without creating a service desk ticket for someone to close.

You need access to edit and publish the service request definition.

1. Open the definition from Service Requests and build its fields as usual.
2. Scroll to Execution, below the Form section.
3. In Execution Provider, select Store Only (store-only).
4. Confirm the Store Only explanation: completed answers and attachments are retained in request history, and no support ticket is created. Ticket-routing fields are hidden for this mode.
5. Review the form preview, then validate and publish the definition using 17.5. Publish, Version, and Manage Service Requests.

The published version determines how clients' submissions complete. Changing a draft's mode does not change the live request until you publish, and earlier submitted answers remain immutable. Store-only completion creates no ticket or workflow.

Submit a test response from an authorized client portal account, then open Submissions > View Detail on the definition. Check the answers, client/contact, and form version, and confirm successful completion with no ticket or workflow reference. See 17.6. Review Service Request Submissions and Linked Tickets.

Tip: Keep forms short and focused. Clear questions make both tickets and stored responses easier to use. For requests that should create work, configure routing in 17.4. Configure Ticket Routing and Execution for Service Requests.