Position ticket attributes above or in between "Title" and "Text" in the ticket creation mask

Feature requests
1

  1. What is your original issue/pain point you want to solve?
    When building more complex forms for the ticket creation mask using ticket attributes and core workflows it is sometimes needed to have a “useful” flow of asked questions before you enter the title.

  2. Which are one or two concrete situations where this problem hurts the most?
    Let’s say you have an internal IT department and want to create a service catalogue and want the customer to select a valid service before he needs to enter the title. Or you want to prepopulate the title based on the selected service, it would be more “natural” if the service selector would appear above the title because most customer fill out forms top to bottom.

  3. Why is it not solvable with the Zammad standard?
    Even though you can select a position above the title in the object manager, it is not rendered that way in the ticket creation mask.

  4. What is your expectation/what do you want to achieve?
    With the new tech-stack it is possible to position ticket attributes above/in between title and text. (Ticket creation mask)

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2

Thanks for the FR. This FR stems from another forum post and a call between Gerrit and me. See: Core Workflows: Hide Title and or text - Technical assistance - Zammad - Community

Maybe to clarify our intent:

Our intent was to build a guided form for customers which guides them through the process to gather information. We made headway until we reached the point where we wanted to reposition title and text so that our intended workflow would be achieved.

This is where we are:

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image918×619 16.3 KB

The numbers represent the chronological order in which order those steps should be filled. We would like to hide “title” (will be autofilled later) and have “text” show prefilled after step 3 (and remove 4)

I hope I made our intent clear… my english is a bit rusty :sweat_smile:

We are probably going to move forward and use an existing external form builder like described here:
Zammad - Google Form - Create ticket via API | Medium

Reason:

  • If we use core workflows for our guided processes every change would mean adjusting our existsing core workflows which could create unwanted side effects. It is also my experience that changing the ticket layout with core workflows gets complex real fast…
  • If we use forms… we just add another form or change the existing one. We can build forms that are indepentent from one another.

Main downside from using external form builder is that we can’t verify login and cannot use zammad variables.

1 Like