Hello,
I am testing your Helpdesk and i think it is a nice solution.
One point I am asking myself and which our actual helpdesk is able to realize ist:
User creating a new ticket:
1st scenario: User chooses a category (for example: Onboarding new employee) and then the formula should show fields like (Name, Entry date, Department, Needed Hardware,...)
2nd scenario: User chooses a category (for example: having an issue with navision) and then the formula should show fields like description of the problem, Company name where the problem occured
In best case, those fields could be a requirement only in the formula where they are visible. So defining "Needed Hardware" as a required field in the sharepoint list is problematic, because then every ticket, even tickets which are not for "onboarding new employee" would require those fields.
The articles i found:
Matching my question most:
How to add new columns and edit the form:
https://plumsail.com/docs/help-desk-o365/v1.x/How%20To/Add%20new%20column%20to%20tickets%20list.html
How to customize forms in general:
https://plumsail.com/docs/help-desk-o365/v1.x/Configuration%20Guide/Ticket%20and%20contact%20forms%20customization.html