Why It Matters
Custom request forms help you collect the information your IT team needs before a ticket reaches an agent. Instead of following up for missing details, you can ask users structured questions about their issue, request, device, urgency, or other relevant information.
AssetSonar lets you create and manage these forms directly from the Service Catalog. You can configure the service item, control who can access it, build the form, map responses to ticket fields, preview the end-user experience, and publish it from the same workspace.
How to Set It Up
Go to Service Catalog from the navigation menu.
The Service Catalog has two modes:
- Portal View: Preview published service items as they appear to users.
- Configure: Create, edit, delete, and manage both draft and published service items.
Click Configure, then click New Service Item.
1. Configure the Item Details
From the Item Details tab, enter the basic information users will see when browsing the Service Catalog.
2. Configure Access
Expand Access Control to define who can use the form.
Use Who can access this form to set the intended audience. Available access options include Admins, Agents, End Users, and All Users.
You can also configure:
- Allow direct access: Enables access to the form through its direct URL.
- Visible to unauthenticated users: Allows users without an AssetSonar account to fill out the form anonymously.
3. Build the Request Form
Go to the Form Builder tab.
Click Add Fields and select the type of information you want to collect. Add the fields required for the service request and arrange them in the required order.
4. Configure the Resulting Ticket
Use the Form Properties panel on the right to configure the ticket that will be created when the user submits the form.
You can configure the ticket’s:
- Category
- Template
- Ticket Type
- SLA
For Ticket Type, the form can create an Incident or Request. If no Ticket Type is selected, AssetSonar uses the default.
5. Map Form Responses to Ticket Fields
Select an individual question to open its Field Properties.
Here you can configure settings such as its label, description, placeholder, and whether the question is required.
Use Populate Ticket Field → Maps To Ticket Field when you want the answer to populate a specific field on the resulting ticket. AssetSonar limits the available mapping options based on the type of question you selected.
If you do not explicitly select a mapping, the default mapping for that field type is applied.
6. Preview and Publish the Form
Open the Preview tab to review the form as it will appear to users on the Employee Portal.
When you are ready:
- Click Save as Draft to keep working on the service item without publishing it.
- Click Save & Publish to make the service item available to its configured audience.
Draft and Published correspond to the previous inactive and active form states, respectively.
Next Steps
Create a simple service item with the fields required for one of your common IT requests. Preview the form, publish it, and submit a test request to verify that the expected ticket is created and the mapped responses appear in the correct ticket fields.
