Create Record Form for Ticketing Workflow
Updated
You can create a record form to display the custom fields used for capturing primary and secondary ticket information.
This form serves as the interface where agents enter and update the custom field values for a case. On this record form, agents can document ticket details, update key properties, and ensure all ticket information is captured accurately and consistently.
Prerequisites
Before you begin, ensure the following prerequisites are met:
Ticket fields are created. For steps, see Create Ticket Fields.
View Policy for the ticket fields is created. For steps, see Create a View Policy.
Steps to Create a Record Form
To create a record form, follow these steps:
1. Click the New Page (+) icon to open the Launchpad.
2. Under Sprinklr Service, click the persona app for your Entity Studio.
This opens the Entity Manager window.
3. On the Entity Manager window, under the Standard tab, locate the case entity.
4. Hover over the case entity and click View.
5. On the Entity window, in the left-navigation pane, click Record Forms.
6. In the top-right corner, click + Create Record Form.
7. In the Record Form Layout Details window, enter Form Layout Name.
The API reference ID is automatically filled.
8. In the bottom-right corner, click Save.
The record form editor opens where you can design the form.
9. In the Form Configuration panel, click Fields.
Search and select the fields that should appear when the condition is met.
To add a dynamic section, select View Policy. View Policy in Sprinklr defines which fields should be visible, mandatory, or read-only on the ticket (case) form based on the value of a primary field.
10. You can also add layouts to your form to support different views.
You can select either the 2-column or 3-column option.
11. To preview the form, click the Preview icon in the top-right corner.
12. Click Save to save the form, then click Close.
Your record form is now created and listed in the Record Forms window.