Forms & fields
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With forms, you can prompt users to choose from multiple submission forms for new tickets, with each form having different settings, custom fields and Azure DevOps configuration.
Configuration of forms is managed via the Forms & Fields settings screen:
From this screen you can:
Add a new form by clicking the 'Add Form' button
Re-arrange the order of forms by clicking the up and down arrows
Edit a form by clicking the form's title
The following conditions apply to forms:
All forms must connect to the same Azure DevOps organization and project.
You can add and delete forms, but must have at least one form.
One form must be designated as the viewing form. The currently designated viewing form is indicated by the 'View Tickets' label.
TicketLog has two types of forms: viewing forms and submission forms.
Submission forms are used to create new tickets. Each submission form can specify its own list of fields.
A viewing form is used to display the contents of a ticket once it has been created, regardless of which submission form was used to create it. A viewing form must therefore include all relevant fields from all submission forms used by the service desk.
Each service desk must have exactly one viewing form, which may or may not also be a submission form.
You can specify multiple forms for users to choose from when submitting a new ticket.
Each form can specify these configuration settings:
Name
Description
New ticket template
Azure DevOps work item settings:
The Work Item Type defaults to 'Issue' but may be set to any other work item type used by the Project.
The Tag will be added to all tickets created via TicketLog and defaults to 'TicketLog'
The Area Path can be set for new tickets. It defaults to empty.
Form fields
To edit a form's settings, select the form from the list. From this screen you can edit settings of a single form:
Service desk forms can prompt users with custom fields on new tickets:
The user's responses to custom field prompts are added to the created Azure DevOps workitems. The field value will appear at the top of the ticket details screen:
The field will also appear in the Azure DevOps workitem detail screen:
The following conditions apply to form fields:
Form fields are only available to TicketLog PRO subscribers.
Form fields must first be created in your Azure DevOps Process Template as custom fields before they are available in TicketLog. See below for instructions.
The Identity custom field type is not supported.
Only custom fields added to your Azure DevOps process Template are available in TicketLog.
To add a field to your ADO Process Template:
In Azure DevOps, visit Organization Settings > Process
Find the process used by your project. If not already done, create an Inherited Template and move your project to the inherited template. Only inherited templates can have custom fields.
Select the inherited template.
Select a work item type. TicketLog defaults to the "Issue" work item type, but other types are supported (see Authorizing Azure DevOps).
Click "New field" and complete the details for a new custom field.
To add a custom field to TicketLog, open the Form Fields page. Then click Configure Form Fields:
Wait for the available custom fields to load, select the fields you would like to include, then click Update:
You will see the selected fields in the Settings screen:
You can set a form field's default value to one of the following TicketLog parameters:
Ticket URL - the URL of the ticket once it's created
User email - the email address of the user creating the ticket
Username - the name of the user creating the ticket
To do so:
Expand the menu alongside the field you want to set and select 'Set as Parameter Value':
Select the paramter value you want to use, and click 'Update':
The form fields will now show the paramater value to use for that field:
When new tickets are submitted to Azure DevOps, they will have the paramater value set:
