ITSM Platform Custom Web Form Development Capabilities

Process standardization via forms has come a long way since the old school carbon copy days. Courtesy of the web and dynamically interactive databases linked via email, the modern equivalent of filling out a form in triplicate has undergone a considerable makeover. Today’s web forms minimize redundant data entry and relay a plethora of assignments at once while reducing the potential for error such as typos or, more importantly, misrouted tickets. They can be customized to capture an infinite number and type of data fields, set reminders, distribute tasks, and inform end users and administrative IT staff of the status of incidents or service requests. If a data field can be added to a drop-down list with rules that route the ticket via email to the appropriate group or individual, how we direct workflow is vastly improved. Below are some examples of custom web form projects that arise at the service desk.

Automatic Email Notifications

The service desk development team can create an email notification process for incidents and service request tasks placed on hold that have a follow-up date specified.  For example, if client engineers specify a follow-up date for when they wish to be notified of the incident or service request task they plan to put on hold, the ticket then enters on hold state. Then, once the follow-up date arrives, an email can include a few core details about the ticket and a link to modify it can be sent to its current owner who can either resolve it or set a new follow-up date.

Subtasks Triggered by Design

Developers can revise access request forms to include new location fields, accommodate name changes that generate and automatically trigger an infinite number of subtasks for HR, security, and operations teams that may need to make subsequent updates. If there are organizational, departmental, or procedural changes, developers can adjust group routing workflow and notifications accordingly.  Form developers can also create or update access request web forms to include email and integrate the end user portal with GoToMeeting or WebEx options for service request submissions.   The email request type option may include the distribution list, calendar, and mailbox info which in turn can display appropriate dynamic fields including set title and additional info or description fields. When submitted the updated web form then routes to appropriate groups.

New Hire and Terminations

For new hire forms, developers can create or modify device request options to include the latest iPhone, laptop, tablet, or printer in the drop-down selections and route them to the correct departments for review and approval or be updated to include any recently rolled out applications. Likewise, termination request forms can be customized in accordance with what assets are retrieved, what access is revoked, and by whom. Timeliness is of the essence in this instance perhaps more than others, but regardless of the urgency, impact, or response timeframes all web forms can enable an immediate distribution of multiple tasks to multiple ticket owners with the click of the submit button.

IT Traffic Properly Routed

As best practices dictate, developers are required to run extensive tests of each revised form updated, verifying all data is captured and received by the intended recipients, notification parameters and reminder intervals set, before launching a new service catalog or replacing an existing form.  The goal is to ensure all IT operational traffic will be properly directed based on the streamlined list of drop-down options. Nothing is freestyle or left to interpretation as to which CTIs go where. Whether handled internally, by a service desk outsourcing vendor, or in collaboration with both organizations, only the meaningful data that has been established will be captured, routed, resolved and eventually documented in the monthly reports. The possibilities are limitless with today’s web form capabilities, much less so with the room for error.