Ticket forms help you standardize the information captured when tickets are created. You can create forms that are available across all ticket types or associate forms with a specific ticket type.
SuperOps supports two types of ticket forms:
Global Form: Available across all ticket types.
Single Ticket Type: Associated with one specific ticket type. You can create multiple forms for the same ticket type.
For example, the Onboarding ticket type can have separate Client Onboarding and Employee Onboarding forms.
You can also mark a form as the Default form. When a ticket type with a default form is selected while creating a ticket, SuperOps automatically loads that form and its configured fields.
To do this,
Go to Settings > Templates > + Template > Ticket.
Enter a template name and description, choose Global or Single as the ticket type, and click Create.
Creating a Global Form
Create a Global Form when you want the ticket form to be available across all ticket types.
In the Ticket Form Builder, add the fields you want to capture in the form.
Select Default form if you want this form to load by default when there isn't a default form associated with the selected ticket type.
3. Add the required fields. Next, go to the Runbook tab and select a runbook if you want to associate one with the form.
4. Go to Client visibility and choose whether the form should be available to all clients or only specific clients in the portal.
5. Review the configuration and click Save.
Creating a form for a specific ticket type
Use a Single Ticket Type form when you want a form to be available only for a particular ticket type.
For example, if you have an Onboarding ticket type, you can create multiple forms associated with it, such as Client Onboarding and Employee Onboarding. These forms will be available when Onboarding is selected as the ticket type.
Go to + Template > Ticket and select Single Ticket Type.
2. Enter a template name and description, and from the Ticket Type dropdown, select the ticket type you want to associate with the form, and click Create.
3. Add the additional properties in the form builder and select Default form if you want this form to load automatically whenever this ticket type is selected during ticket creation.
📝Note: You can have multiple forms associated with a ticket type, but the form marked as default is the one that is automatically populated when that ticket type is selected.
4. Review the configuration and click Save.
How ticket forms work during ticket creation
When creating a ticket, the available forms and the form that loads automatically depend on the selected ticket type and your form configuration.
Go to Tickets and create a new ticket.
Select the client and site, and choose the appropriate Ticket Type.
SuperOps renders the ticket form based on the selected ticket type:
If the ticket type has a default Single Ticket Type form, that form is automatically loaded.
If multiple forms are associated with the ticket type, you can select another available form from the template dropdown.
If no type-specific default is configured, the applicable Global Form/default configuration is used.
If you change the Ticket Type, SuperOps updates the available forms for the newly selected type. If that ticket type has a default form, it is automatically loaded along with its configured fields and runbook.
For example, if Employee Onboarding is marked as the default form for the Onboarding ticket type, selecting Onboarding while creating a ticket automatically loads the Employee Onboarding form. You can switch to another form associated with Onboarding, such as Client Onboarding, from the template dropdown when required.