Configuration Steps

1. Navigate to the Rich ticket filing module under ticketing setup. Here you are able to create multiple forms using the native form builder config.
2. Create a new form here and select the domain and provide the name for the form under ID.
3. Add more details around the form about
   1. Title
   2. Description
   3. Short Description
   4. Fields

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Required fields

Rich Ticket Filing forms must have at least one field with Field Name description or short_description. If neither of these fields are included in a Rich Ticket Filing form, ticket creation will fail.

3. Select the fields type that are applicable in the form. Rich ticket filing supports the following field options:

• Single-line text
• Multi-line text
• Single-options dropdown (Note: Limited to 100 dropdown options IF the field is not a User field (type: USER))
• Checkboxes
• Datetime fields (for MS Teams)
• Attachment (for MS Teams)

Rich ticket filing supports the following field functionality:

• Auto-population of user attributes (such as email or phone number)
• Ability to mark fields as optional or mandatory
• Ability to make fields read-only

4. Save your form.

FAQ

Q: For a User Type field, what if multiple users have the same name?

A: Moveworks will show Name: <Email> for USER type fields dropdown in the form, so even if they have multiple names, you can disambiguate using name + email pair.