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Introduction

When setting up the self-service Web portal, some incident templates and types of service requests(SR) can be made visible to the users so they can submit requests on their own through the Web portal.

Forms created with Octopus can be customized in several ways; the objective is to gather the necessary information to better understand the nature of the incident or to facilitate the execution of a service request by the intervention teams.

Here are the complete steps:

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1. Prerequisites: Incident templates and types of service requests creation

The incident template and the type of service request must be created in advance. For more information, please refer to these articles:

Incident templates

Service request types

Web forms - default models

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2. Creating custom forms

1.  Go to Tools > Reference Data Management...

2.  Then :

3.  Access the tab « Self-Service Web Application». From here, we will define each form creation step.

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"Identification" section

Simply enter the title of the form. This is what will be displayed to the users on the Web portal.




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"Self-service Web application"

Check this option if you want the form to be visible to users on the Web portal.

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"Instructions zone" section

This zone can display precise instructions to the users for each created form (French and English), which means an excellent way of communication with them.




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"Custom fields" section

The custom fields must be defined for each incident template / type of service request. The image below shows all types of custom fields that can be used for forms creation.

• English label / French label: name of custom field
  
  
• Is required: mandatory field at the creation
  
  
• Type :
  • Text : standard text box (single line)
  • Large Text : larger text box (paragraph)
  • Check box
  • Combo box
  • Date : date field with calendar selection
  • Header : to group custom fields in separate sections
    
    
• French values / English values : for "Combo box" fields; values separated by a coma
  
  
• French Instructions / English Instructions : field specific instructions

Check the box « Show default description field », if desired. In the previous example, we have selected the option and chosen to create a Large Text type of field that we have named « Comments ».

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"Inclusion of a CI"

This section allows to display a field specifying the configuration item linked to this request; for example, we could ask to enter the computer name of where the software will be installed. When the user will enter its equipment, there will be a field validation. The different options are :

• Not supported : the « Equipment » field does not appear in the form
  
  
• Optional : the « Equipment » field does appear but filling it is optional
• Required : the « Equipment » field does appear and filling it is required
  
  

See the article Web forms - default models to view the default Web forms that we have preconfigured. Edit

"Attached file"

Allows inserting a document that can be downloaded by the user, from the Web form.



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3. Result

Here is what the form called « Demande de matériel informatique / Hardware request » as configured in the above example will look like on the Web portal. As soon the form is submitted, the system creates a service request with tasks ready to be completed.