Creating Service Request Forms

You can create customized forms that users can use to submit requests for different types of services.

You can create new forms for new service requests and service change requests.

When you create a new custom service request form, you can specify which organizations or users can access the form and the form elements that construct the appearance and content presented to users.

In this topic:

Creating new service request forms

For new service requests, it's recommended that you create custom new service request forms for different types of services. For these new service request forms, you must select the specific organizations or users that you want to make the forms available to.

To accommodate users that don't have request forms assigned to them, a default service request form is provided that's published globally (that is, it's available to all users). Note that there is only one default new service request form; you can customize the default new service request form, but you can't delete it or add additional default new service request forms.

Access through:

Configuration > Self-Service

Available to:

Commander Roles of Superuser and Enterprise Admin

To create a new service request form:

  1. Click the Forms tab.
  2. Click Add in the Form Library area.

    Tip: You can also select any existing form (except the default new service form) and click Copy. This option can save you time because it copies the selected form's configuration.

  3. In the Add Request Form dialog, enter a form name.
  4. Optional: Enter a Display Name if you want Service Portal users to see a different form name in request emails and in the list of service requests.
  5. From Form Type, select New Request Service Form.
  6. Select a Publish option, to specify who should have access to this form.
    • Publish - Global: This form is available to all users. Note that there can be only be one global new service request form, and this is used for the default service form. All new service request forms except for the default must be assigned to specific organizations, users, and groups.
    • Publish - Specific organizations, users and groups: Specify which organizations or users can access the form.

      To add an organization, click the Organizations tab, select an available organization, and click Add. Repeat for each organization that you want to add.

      To add users, click Users/Groups, enter a valid user name (either a local user, such as Manager, or a directory service user name, such as <username@domain>) and click Add. Repeat for each user that you want to add.

  7. Click OK.

    The elements that comprise the new form are displayed in the middle Service Form section.

  8. Optional: To add and edit the elements used by the form, see Designing form appearance and content.

Creating service change request forms

Access through:

Configuration > Self-Service

Available to:

Commander Roles of Superuser and Enterprise Admin

To create a service change request form:

  1. Click the Forms tab.
  2. Click Add in the Form Library area.

    Tip: You can also select an existing form and click Copy. This option can save you time because it copies the selected form's configuration.

  3. In the Add Request Form dialog, enter a form name.
  4. Enter a Display Name if you want Service Portal users to see a different form name when they need to choose from multiple forms, in request emails and in the list of service requests.
  5. From Form Type, select Change Request Form.
  6. From Target Type, select whether you want the form to be available for general inventory or cloud accounts:
    • Inventory — The form will be for change requests to services such as VMs and instances, applications, storage, and so on.
    • Cloud Account — The form will be for change requests to cloud accounts (such as an AWS account, Azure subscription, VMware vCenter server). The requested changes would only apply to a selected cloud account (that is, the root object in the inventory view) not the child inventory or infrastructure elements that belong to the cloud account. Forms that target cloud accounts support a limited number of form elements.
  7. Optional: From Completion Workflow, select a completion workflow that will run once change requests submitted with this form are fulfilled.

    Tip: You can add a new workflow or edit an existing workflow. For more information, see Creating Completion Workflows.

  8. Select a Publish option, to specify who should have access to this form.
    • Publish - Global: This form will be available to all users.

      Note: Unlike new service requests, which only permit a single new service request form (the default new service request form) to be published globally. Multiple global change request forms are permitted.

    • Publish - Specific organizations, users and groups: Specify which organizations or users can access the form.

      To add an organization, click the Organizations tab, select an available organization and click Add. Repeat for each organization that you want to add.

      To add users, click Users/Groups, enter a valid user name (either a local user, such as Manager, or a directory service user name, such as <username@domain>) and click Add. Repeat for each user that you want to add.

  9. Click OK.

    The elements that comprise the new form are displayed in the middle Service Form section.

  10. To add and edit the elements used by the form, see Designing form appearance and content.

Editing existing forms

You can make the following changes to existing new service request and service change request forms:

  • Change the form's name.
  • Specify what users and groups have access to the form.

    Note: You can't make this change to the default new service request form because it's a global form that's reserved for users that don't have request new service request forms specifically assigned to them.

  • Add, edit, or remove a completion workflow associated with the form.
  • Add and edit the elements used by the form.

Access through:

Configuration > Self-Service

Available to:

Commander Roles of Superuser and Enterprise Admin

To edit a form:

  1. Click the Forms tab.
  2. From the Form Library area, select a listed form and click Edit.
  3. In the Edit Request Form dialog, change the form name in the Form Name field.
  4. Optional: In the Display Name field, change the name of the form that's displayed in service request emails and in the list of available service requests.
  5. Optional: If you are editing a change request form, from Completion Workflow, select a completion workflow that will run once change requests submitted with this form are fulfilled.

    Tip: You can add, edit, or remove workflows associated with the form. For more information, see Creating Completion Workflows.

  6. Select a Publish option, to specify who should have access to this form.
    • Publish - Global: This form will be available to all users. Note that there can be only one global new service request form (that is, the default new service request form), all other new service request forms must be assigned to specific organizations, users, and groups.
    • Publish - Specific organizations, users and groups: Specify which organizations or users can access the form.

      To add an organization, click the Organizations tab, select an available organization and click Add.

      To add users, click Users/Groups, enter a valid directory service user name (for example, <username@domain>) and click Add. Repeat for each user that you want to add.

  7. Click OK.
  8. Optional: To add and edit the elements used by the form, see Designing form appearance and content.

Designing form appearance and content

When you select a form in the Form Library section, the form elements that construct its appearance and content are displayed in the Form Designer. You can add, edit, and reorder those elements.

Access through:

Configuration > Self-Service

Available to:

Commander Roles of Superuser and Enterprise Admin

To modify a request form:

  1. Click the Forms tab.
  2. Do any of the following:
    • To add a new field, click an element in the Toolbox on the right.

      The element is added to the bottom of the form. See Service Request Form Elements and Service Change Request Form Elements for a list of available form elements.

      Tip: To make a field mandatory, enable the Required checkbox. Mandatory fields will be marked with an asterisk (*).

    • To modify an element, select it and click Edit. Customize the element as required, then click OK to your changes.
    • To create relationships between form fields, so that the value selected for one element affects the selectable values for another, see Creating Relationships Between Attributes Used on Forms.
    • To change the order in which the elements will be displayed in the form, drag-and-drop the elements or use the up and down arrows.
    • To delete an element, select it and click Delete.
  3. To preview what the form will look like, click Preview.

    New service request forms are previewed with services currently in your catalog. Change request forms are previewed with a sample service. When one or more organizations are assigned to the form, the preview is based on the first organization and the first user within that organization (alphabetically). When one or more users or groups are assigned to the form, the preview is based on the first user or group (alphabetically), and if the user is a member of an organization, the preview is also based on the user's first organization (alphabetically).

  4. To save your form, click Save.

    Tip: To discard all changes and go back to the last-saved version of the form, click Revert.

Deleting forms

You can delete any new service or change request forms, except for the default new service request form. The default new service form can't deleted.

Access through:

Configuration > Self-Service

Available to:

Commander Roles of Superuser and Enterprise Admin

  1. Click the Forms tab.
  2. From the Form Library area, select a form and click Delete.