Customizing the case form
Every case in a case system begins with a form. A form is where you can record all the data for a case. You can customize a case form to include fields you need to capture information that is most important for your workflow.
To customize a case form, click the More options button () > Edit form on your case system page.
The following fields are system fields and cannot be modified or deleted.
The person to whom a case is assigned to. You can only assign cases to users who are members of the case system.
This field indicates the urgency to resolve a case. You can set the priority to either Low, Medium, High, or Critical. When you create a new case, the priority is set to Low by default.
Note: You can control the visibility of this field and its function by turning on/off priority on the Settings page.
The date and time by when a case must be resolved.
The person who has requested or reported a case. This is not necessarily the person who has created a case in the system. For instance, a case can be requested by a user who is not a member of the case system. However, it can only be created in the system by a member.
Apart from these default system fields, you can add as many custom fields you want, to a form by dragging and dropping them. You can also click on the place in the form where you want to add a field and a new one will pop up.
The live form will look exactly like how you create it here. To rearrange fields, drag and drop them where you want them to go. You can move individual fields, or an entire row of fields. Fields can be resized to any dimension you need. Drag to resize the width of the field.
Change the name of a field, make it required, or add default values. You can also create rules for validation, visibility, and appearance of the field.
Once you've completed building the form, click Publish.