Customer Service: Edit Summary Form Templates for Tickets

[Former Member]

Hello Community Network,

Is it possible to define a custom (and consequently edit) the Summary Form Template for Customer Service Tickets?

The Summary functionality button on the Tickets Workcenter let you generate a form with a good level of information, as shown in the pictures below:

The following is the functionality in the Tickets Workcenter menu button:

And this is the form generated in pdf:

Is it possible to use a custom Form Template for Tickets? We checked the standard Administration functionality (FORM TEMPLATE MAINTENANCE), but it seems that are available just the Templates for the Service Request (meant as the Service Request Confirmation Form), as shown below:

No templates seems to be available for the SR/Tickets objects.

Could you have any hint on the issue we post here?

Thanks,

Davide

[Former Member · Accepted solution]

Yes. The forms that we provide out of box are meant to be customized to meet specific customer requirements. You can create new ones or edit these existing forms and add new fields and remove existing ones.

[Former Member · Accepted solution]

Thank you Rei for the quick answer.

Another question: can the Ticket Summary functionality be associated to a new custom Form Template? In our design box, we could create a new Form Template with a new Form Template Group. In this example, can this new form tempate be associated to the Summary (Preview/Generate) button in the Ticket screen?

Kind regards,

Davide

[Former Member · Accepted solution]

In 1502, we are planning for more flexibility where the end user can choose the form he/she wants to preview/generate. Today, the end user can only preview/generate the form that ships out of box. So your options for now are:

1. Edit the existing forms we have provided

2. Create a new form(s) and then create a custom button for the end user to preview/generate the custom form(s) or the tenant to automatically generate the form and attach it to the Ticket via custom Action/Batch Job

3. Wait for this new feature planned for 1502

[Former Member · Accepted solution]

Thank for your support, Rei.

We will wait for this new feature.

Kind regards,

Davide

[former_member190074 · Accepted solution]

Disregard below comment: I just saw in 1411 that when i select Summary>Preview I get a selection list to select a Form Template (given I created a copy of the Template and setup the Form Output Selection).

Hi Rei,

now that we are approaching the 1502 release, can you confirm if this feature will be available in 1502? Have a similar requirement and want to make sure this feature will be available in 1502 or if it has been pushed to a future release date.

Thanks

Message was edited by: Thomas White

[Former Member · Accepted solution]

Hello Rei,

I know this forum thread has been already 1 year ago, but regarding creating custom forms or adapting existing (out-of-the-box) adobe forms; So I assume the world has completely changed now.

When I import the form into Adobe Lifecycle designer I have only a limited amount of data bindings available. How can I add more data bindings from a data source in C4C? For instance I want to add Product Categories to my Sales Quote line-items; this field is not available in the standard, how to add it?

And if I would create a form from scratch, how should I proceed to actually assign it to existing form template groups and just plug it in to work with the standard Output selection determination?

Maybe you can give me some pointers because the documentation is very limited on this topic. Or if you can point me at a helpful document it would be nice too.

Many Thanks & Regards,

Rogier

[pvsbprasad]

Hi Davide,

As discussed above,i want to change the preview(pdf) of ticket,but when i edited in form template of service request the same is not replicating in C4C and the both forms are different .

Could you please help me out.

Regards,

Prasad

[Former Member]

Hi Prasad,

which steps are you doing for changing the Ticket Summary? Could you please write them down here (both development and configuration steps)?

Kind regards,

Davide