ITSM / Services

Form Builder

Design request forms that capture what IT needs upfront, so Sophie's Figma or monitor request arrives with manager approval, not a follow-up DM.

Real-world scenario

Maya Chen · IT Manager at Bluewave Labs

Carlos keeps replying to VPN tickets asking "which systems do you need?" Maya updates the VPN Access Request form with a multi-select of standard systems, cutting round-trips in half.

Before you begin

  • ITSM license enabled
  • A service created or in draft

Overview

The form builder lets admins design dynamic request forms for each catalog service. Employees complete these forms when submitting from the Employee Portal (or when an admin creates a request on their behalf). Good forms mean faster fulfillment. IT shouldn't chase missing manager names or monitor specs.

Build a form

  1. 1

    Open the form editor

    From a service, click Edit Form, or open the form directly from Services after creating a service.

  2. 2

    Add fields from the palette

    Drag in text, textarea, select, multi-select, date, number, or file upload fields.

  3. 3

    Set required and validation

    Mark manager email as required; use select lists for monitor size or VPN reason so answers stay consistent.

  4. 4

    Reorder the flow

    Drag fields so the employee-facing order feels natural, context first, attachments last.

  5. 5

    Preview as an employee

    Use preview to see exactly what Sophie will fill in on the portal before you publish changes.

  6. 6

    Save and publish

    New submissions use the updated schema. Existing tickets keep their original answers.

Field types

  • Text / Textarea. Free-form answers; use textarea for business justification
  • Select / Multi-select. Predefined options, monitor size, VPN systems, license tier
  • Date / Number. Structured inputs with validation, needed-by date, quantity
  • File upload. Screenshots, signed approvals, or exception documentation

Example forms

External Monitor Request

  • Preferred size (select): 24" / 27" / 32"
  • Connection type (select): USB-C / HDMI / DisplayPort
  • Desk location (text): e.g. "Floor 3, desk 42"
  • Manager approval email (text, required)

VPN Access Request

  • Reason (select): Contractor / Travel / Remote work
  • Systems needed (multi-select): GitHub, AWS Console, Internal Admin
  • End date (date, optional for contractors)
  • Additional context (textarea)

Responses and sentiment

Submitted answers appear in Form Responses. Run Sentiment Analysis on textarea fields after deployments to spot frustration in open-ended feedback.

Related articles