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Useful help text in Incident forms to help your users make better choices

It's very hard for end users to actually determine the right impact and urgency in an Incident form. A part of that is because they don't really know what "Low", "Medium" or "High" means. In their world, everything could be high.


Here's a code snippet that'll add useful help text just beneath your ticket fields. Something like this. It might help your end users make the right choice.


Here's how you can get this on your Self Service portal. 


Place this code snippet under Admin -> Helpdesk Rebranding -> Layout & Pages -> Portal Pages -> New Ticket AFTER the existing code snippet. 



I'd recommend doing during non business hours to test it out.  Hope this helps!


Here's the script:


<script>

jQuery(document).ready(function(){

jQuery("#s2id_helpdesk_ticket_impact:visible").livequery(function(){
jQuery(this).append("<h4 id = 'impact_help_text' style='padding: 5px;'>  </h4>")
})

jQuery("#s2id_helpdesk_ticket_urgency:visible").livequery(function(){
jQuery(this).append("<h4 id = 'urgency_help_text' style='padding: 5px;'>  </h4>")
})

jQuery("#helpdesk_ticket_impact").on('change', function(){
  
switch(jQuery("#helpdesk_ticket_impact").val()) {

case '1':
jQuery("#impact_help_text").text("It affects only me");
break;

case '2':
jQuery("#impact_help_text").text("It affects my whole team");
break;

case '3':
jQuery("#impact_help_text").text("It affects the entire division or department");
break;

}

}) //end change

jQuery("#helpdesk_ticket_urgency").on('change', function(){
  
switch(jQuery("#helpdesk_ticket_urgency").val()) {

case '1':
jQuery("#urgency_help_text").text("I need it resolved within this week");
break;

case '2':
jQuery("#urgency_help_text").text("I need it resolved by today");
break;

case '3':
jQuery("#urgency_help_text").text("I need this resolved ASAP!");
break;

}

}) //end change


setTimeout(function(){
jQuery("#helpdesk_ticket_urgency, #helpdesk_ticket_impact").val(1).trigger('change')
},300)


})

</script>



1 person has this question

This was exactly what I was looking for! Thanks.

WOW Just posted for this and you've got it! I Love this community.


See you all at Refresh!

Is there anyway this can get applied to the Freddy Incident form? We have this working Classic Portal, but not on Freddy:

image


Agreed this would be huge, we have this deployed for classic portal and would love to see it in Freddy...


On a side note, at Refresh, they did mention this will be configurable so the custom script will not be needed in the future.  The stock high/medium/low would be customization to whatever we want.


Any ETA on that?

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