[ITSM | How-to] Using Form Templates in AssetSonar

Why It Matters

Form Templates allow you to standardize what information is captured and how it is formatted when a new ticket is generated, ensuring your agents always receive structured, consistent data for specific types of requests.

How to Do It

• Access the Form: Navigate to Administration → Forms from the main side panel and open the specific user-facing form you want to configure.
• Go to Destinations: Click on the Destinations tab.
• Select the Template: When setting up your routing actions (such as Add Ticket, Add Problem, or Add Change), locate the specific dropdown for templates. Select your pre-configured Form Template from this list.
• Save and Apply: Now, whenever an end-user submits this specific catalog form, the system will automatically apply your Form Template’s layout and predefined fields to the resulting backend ticket.

Next Steps

Submit a test request using a catalog form that has a Form Template assigned, then open the resulting ticket in the Assistance view to verify the correct layout and fields were applied.