NinjaOne Ticketing: Configure Custom Fields and Forms for Tickets

Topic

This article explains how to configure and use response templates and forms when creating and updating tickets in NinjaOne.

If you have not yet enabled NinjaOne Ticketing, refer to NinjaOne Ticketing: Getting Started to learn how to do so.

Environment

NinjaOne Ticketing

Description

Forms use your custom ticketing fields, which you can set up to require or prompt specific sets of information depending on the purpose of the ticket. Refer to NinjaOne Ticketing: Getting Started to learn about ticketing fields.

NinjaOne provides a default form for all instances. This default form cannot be deleted or edited.

Index

Select a category to learn more:

Configure Custom Fields for Ticketing Forms
Create a New Ticketing Form
Edit or Deactivate Forms
Use Forms With a Ticket
Additional Resources

Configure Custom Fields for Ticketing Forms

Select a topic to learn more:

Add Custom Fields
Edit or Deactivate Fields
Restore Deactivated Fields

Add Custom Fields

Custom fields may be created in the Fields tab to further customize different ticketing forms. Learn more about custom ticketing forms in the following section.

Open the Fields tab and select Active. Click Add in the top right corner and select a field type.

**Figure 1:** Add custom ticketing fields

Select a custom field type. To learn more about types, refer to Custom Fields by Type and Functionality. Some custom fields available in other areas of NinjaOne may not be compatible with NinjaOne Ticketing.
Fill out the configurable settings, which vary according to the type of field being created. You can make the field required or optional for either technicians or end users. If the field is intended for end-user use, you have the option to add a custom title and description by selecting the checkbox above End user title.
Click Create.

ticketing_fields_custom title and description for end users.png — **Figure 2:** Example of a custom field for ticketing (click to enlarge)

Edit or Deactivate Fields

You can edit or deactivate fields by selecting the checkbox next to the field name and then clicking either the Edit or Deactivate button at the top of the list. Alternatively, move your cursor over the field name and click the ellipses button to view these options.

ticketing_fields_edit or deactivate.png — **Figure 3:** Edit or deactivate a custom ticketing field

Restore Deactivated Fields

If you deactivate a field and want to restore it, open the Fields tab and select Inactive. Select the checkbox next to the field name and then click the Activate button at the top of the list. Alternatively, move your cursor over the field name and click the ellipses button on the far right to see this option.

Create a New Ticketing Form

To create a new ticketing form, perform the following steps:

Navigate to Administration → Apps and select NinjaOne Ticketing.
Select "Active" from the Forms dropdown and then Add in the top right corner.

**Figure 4:** Add an active ticketing form

The New ticket form modal displays with the General tab open by default.

Enter a name for the form and fill out the other, optional fields as applicable. Refer to the following table for descriptions.

Field	Data
Name	Provide a unique identifier for the board
Description	Optionally, provide a summary of what kind of tickets will be sent to this board.
End user title	Provide a separate form name for end users, if applicable.
Timers	Configure timer settings to track the amount of time it takes to resolve a ticket.
End user visible	Click this box to make the form visible to end users
End user default	Click this box to make the form the default option for new tickets submitted by end users through their portal.
Ticket fields	Select the fields you would like to include on the form. You can manage these fields from the NinjaOne Ticketing Fields tab.

Drag and drop the fields to create a custom order, and then click Save.

Edit or Deactivate Forms

You can edit or deactivate forms by selecting the checkbox next to the field name and then clicking either the Edit or Deactivate button. Alternatively, move your cursor over the form name and click the ellipses button to view these options.

You cannot deactivate default forms.

ticketing_form_edit deactivate.png — **Figure 5:** Edit, deactivate, or make a custom ticketing form default

Restore Deactivated Forms

If you deactivate a form and want to restore it, open the Forms tab and select Inactive. Select the checkbox next to the form name and then click the Activate button. Alternatively, move your cursor over the form name and click the ellipses button to view this option.

Use Forms With a Ticket

You must select a form at the time of ticket creation. Each form contains a predefined set of fields that guide the requester in providing the necessary information, depending on the subject.

create ticket_select form.png — **Figure 6**: Select a form for the new ticket

Additional Resources

Refer to the NinjaOne Ticketing: Resource Catalog to learn more about NinjaOne Ticketing.