Language availability


Track-It! 2022 Release 01 online technical documentation is also available in the following languages:

  • French
  • German
  • Portuguese (Brazil)
  • Spanish
  • Spanish (XL)

The displayed language depends on your browser language. However, you can change languages from the Language menu.

Customizing forms for groups

Track-It! allows you to create customized forms to suit the business requirements for groups in your organization. You can create customized forms for Ticket, Assignment, Solution, Asset, Change Request, Master Item, Purchase Order, and Purchase Item modules.

Form customization helps you change the look and feel of the form by allowing you to add or remove various form objects and set their properties.

For example, form requirements of a group working on HR issues might be different from the group working on IT issues. You can customize forms to cater to their distinct needs.

This topic contains the following information:


The following video (15:28) provides information about form customization in Track-It!: Open link

Key features

  • On the Primary Application Forms page, you can see out-of-the-box system forms for the Ticket, Assignment, Solution, Asset, Change Request, Master Item, Purchase Order, Purchase Item, and Software Licenses modules. You can sort the System column to differentiate between the system forms and custom forms. The System column shows a tick mark for the system forms.
  • You cannot modify the system forms. However, you can copy the system forms and create a custom form from it.
  • To create a custom form, you must select a form from the existing forms available for a module, based on which the new form is copied. A customizable version of the new form opens in a new browser tab. The new form is displayed with Form Toolbar at the top and the Form Controls pane at the right side of the window.
  • The Form Controls pane shows the Form Properties when the Customization window is launched. The Form Height and Form Width are read-only properties and you cannot edit it. It is automatically calculated based on the fields present on the form. However, the hidden fields are not considered while calculating the height and width of the form. You can edit other properties such as Form title and so on.
  • When you click a customizable object, a red border with green handles appears and you can move or resize the object. Also, you can view the object properties in the Form Controls and modify the object to meet your specific requirements. If multiple objects are present within the same frame, you can access properties of one object only.
  • You can edit the object properties such as Label, Required, Field style, Visibility, Filter, and so on. 
  • You can add or remove fields, buttons, controls, and menus to the form and edit them.
  • Track-It! provides additional date fields, integer fields, and text fields that you can use for database customization.
  • A Static Text option is available under the Controls section in the Form Controls for adding static text to the form.
  • A control can be precisely positioned by using X Pos and Y Pos properties in the Form Controls. Position and size attributes are measured in pixels.
  • You can resize the objects using any of the following methods:
    • Use options on the Form toolbar.
    • Use the Height and Width properties in the Form Controls.
    • Drag the edges of the object and adjust the size.
  • Currently two ActionsOpen Link and Open Form are available for the Customized Tool Button. You can either associate a custom button with a web URL or you can associate it with a form. Currently you can only link the Requestor and Category forms to the Customized Tool Button.

  • The Customized Tool Button also allows you to change the image that is displayed on the button. This option is available only for the Customized Tool Button.

  • You can add the Save as Template button that allows you to use the fields that are populated on the current form and create a template.

  • If you want to use any custom lookup fields for Ticket or Assignment forms, you must add values for the field. For more information, see Configuring values for a Help Desk lookup field.

Key considerations

  • The right side pane containing fields, buttons, controls, menus, and properties is referred as the Form Controls in the documentation.
  • The word object in the form is used to refer to fields, buttons, controls, and menus for documentation purpose.
  • The options available under the Fields and Buttons vary based on which form you select for customization. Options that already exist on the default forms appear dimmed in the Form Controls.
  • If a required field is changed to a read-only field, you cannot enter data or save the form.
  • To save an edited property, you must press the Enter key after editing a property setting.
  • The custom forms remain the same after upgrading from any previous version of Track-It! even if there are added module fields and/or linkages to other module(s).

Before you begin

Ensure that you have enabled popups for your browser, because the Form Customization window always opens in a new browser tab.

Creating a custom form

Perform the following steps to create a custom form:

  1. On the header bar, expand the hamburger menu  and select Configuration.
  2. Click Form Definitions and from the Form Customization menu, select Primary Application Forms.
  3. On the Primary Application Forms page, click New.
  4. In the New Form dialog box, in the Module list, select one of the following modules—Ticket, AssignmentSolutionAsset, Change Request, Master Item, Purchase Order, and Purchase Item.
  5. In the Copy Form list, select an appropriate form.
  6. In Form Title field, enter a unique name for the custom form.

  7. Click Save.
    The Form Customization window is displayed in a new browser tab, as shown in the image:

  8. In the Form Customization window, perform one or more of the following tasks based on your requirements:
    For information about the available objects, see Form controls.

    To move an object on form
    1. Click the object you want to move.
    2. Drag it to the preferred position on the form.
    To customize an object on form
    1. Click the object that you want to customize (field, button, control, or menu).
      Properties for that object are displayed in the Form Controls.
    2. Edit the default property settings as required.
    3. Press Enter.


    You can press Enter or Tab after modifying form properties before you save the customization.

    To add a new object to the formClick an object in the Form Controls and drop it to the preferred position on the form design surface.
    To create a Customized Tool Button
    1. In the Form Controls, click the Buttons tab.
    2. Click the Customized Tool Button button and drag it to the preferred position on the form.
    3. In the Form Controls, in the Action property, select an appropriate option.
    4. Perform the following tasks depending on the Action selected:
      • For the Open Link action, in the URL property, type the hyperlink.
      • For the Open Form action, in the Form property, select an appropriate form (Requestor or Category).
    5. Press Enter.
    To add Save as Template button
    1. In the Form Controls, click the Buttons tab.
    2. Click the Save as template button and drag it to the preferred position on the form.
    3. Press Enter.
  9. Click Save.

Aligning, resizing, or deleting the form objects

When you change the properties of fields, it might change the width and height of the fields. You might have to align the fields and set their sizes to be consistent with other elements on the form. To use the align and size options on the Form toolbar, select multiple objects. Objects are aligned with or resized to the first object that you select. For more information, see Form controls.

To align objects
  1. Hold the CTRL key and select the objects that you want to align.
  2. On the Form toolbar, click the appropriate align button.
To resize objects
  1. Hold the CTRL key and select the objects that you want to resize.
  2. On the Form toolbar, click the appropriate size button.
To delete an object

Click an object to select it and click Delete Selected Object.


You can also use the keyboard Delete key to delete an object.

Customizing the Details section

Consider the following points while customizing the Details section:

  • Tabs at the bottom of forms allow you to access details that are related to the progress and status of a ticket, assignment, or solution.
  • You can customize the Details section by using the Form Properties and the Details Tab Properties. You can change the default settings of these properties according to your requirement and customize the tabs.
  • View Name is a read-only property and you cannot edit it.

To customize the Details section

  1. Click the form to display Form Properties.
  2. In the Form Controls, edit one or more of the following form properties based on your requirements:

    Form PropertyDescriptionProcedure
    Display Details SectionThis property is used to show or hide the Details section on the form. By default, the Details section is displayed on the form.
    1. Select Yes to show the Details section or select No to hide the Details section.
    2. Press Enter.
    Add/Delete TabsThis property is used to add or delete a tab in the Details section. The type and order of tabs used are defined by the system administrator. By default, all three tabs are selected.
    1. Select the check boxes to add tabs or clear the check boxes to remove tabs from the Details section.
    2. Press Enter.
    Number of rowsThis property is used to configure the number of rows that appear in the grid in the Details section. By default, the number of rows displayed is 11.
    1. Select the number of rows.
    2. Press Enter.
  3. In the Details section, click any tab to display the Details Tab Properties.
  4. In the Form Controls, edit one or more of the following form properties based on your requirements:

    Details Tab PropertyDescriptionProcedure
    LabelThis property enables you to change the name of a tab.
    1. Enter a name for the tab.
    2. Press Enter.
    Grid PropertyThis property allows you to add or remove the columns of a tab grid.
    1. Click the Click to view or edit link.
    2. In the tabName: Field Properties dialog box, in The sort order of the first column is list, select Ascending or Descending sort order according to your requirement.
    3. In the Select Grid Field(s) list, hold the CTRL key to select the fields that you want to display and click the Move Right arrow  to move the fields to the Display Grid Field(s) list.
    4. In the Display Grid Field(s) list, use the Move Up and Move Down arrows  to move the fields to the appropriate position in the list.
      The field at the top of the list is displayed as the first column in the grid. The first column also determines the sort order for the data.
    5. (Optional) To edit the name of a column, double-click the name in the Display Name column, type the name and press Enter.
    6. (Optional) To edit the width of a column, double-click the value in the Width (pixels) column, and edit the width and press Enter.
    7. Click Save.
  5. Click Save.

Form controls

The following table provides a brief description about the form objects, such as fields, buttons, controls, and menus. You can edit each object's properties in the Form controls and customize it according to your requirements.

Object typeObject nameDescription
ButtonsClearCreates a toolbar button that clears most of the fields on the current form.
DeleteCreates a toolbar button that deletes the current record from the database.
Customized Tool ButtonCreates a shortcut button that either links to a URL or opens a form.
Print PreviewCreates a toolbar button that is used to display a report for the current form.
Save As TemplateCreates a toolbar button that you can place on the form to create a template based on the current ticket or assignment.
New EmailCreates a toolbar button that is used to send an email to the client.
SaveCreates a toolbar button that saves the current record.
CopyCreates a toolbar button that creates a copy of the current record.
Search SolutionCreates a toolbar button that is used to access the solution when a user creates a ticket.
ControlsLineCreates a horizontal line that can be used as a separator between fields or fieldsets.
Static Text

Is used to display read-only text, labels, or some descriptive Information on the form.

FieldsetCreates a distinct frame to group objects together.
Load Record by Sequence #Creates a text box on the form that allows you to quickly open a record in the custom form setting by typing in the sequence of a record.
SeparatorCreates a small vertical line that can be used as a separator for toolbar items.
MenusActionsCreates a toolbar icon that is used to perform various actions on a Ticket or Assignment form.
Assign ToCreates a toolbar icon that is used to assign the Ticket or Assignment to groups and technicians.
Open TicketsCreates a toolbar icon that is used to Open ticket for selected Location, Requestor, or Category on the form.

Provides a list of available fields that you can add to or remove from the current form.

Form toolbar

The Form toolbar allows you to align, resize, and delete the objects.

Show/Hide Grid Acts as a toggle to turn the grid lines on or off to help you with the placement of an object at the exact position.
Change the Tab Order

Opens the Tab Order dialog box so you can change the navigation order for using the Tab key to move between editable fields on the selected form.

Note: You cannot change the Tab Order for default system forms.

Align Left Edges Aligns the left side of selected objects.
Align Right Edges Aligns the right side of selected objects.
Align Top Edges Aligns the top side of selected objects.
Align Bottom Edges Aligns the bottom side of selected objects.
Size width Resizes the width of selected objects.
Size height Resizes the height of selected objects.
Delete Selected Object Deletes the selected object on the form.

Assigning a default form to a group

You can assign a system form or custom form that is unique for each group.
  1. On the header bar, expand the hamburger menu , and select Configuration.
  2. Select Form Definitions > Form Customization > Assign Forms to Groups.
  3. On the Assign Forms to Groups page, in the Group list, select a group for which you want to assign the form.
  4. From the Forms lists, select a form for each of the required modules.
  5. Click Save.

Editing or deleting a custom form

  1. Open a custom form from the Primary Application Forms page (expand the hamburger menu , select Form Definitions > Form Customization > Primary Application Forms).
  2. Perform one of the following actions:

     To edit a custom form
    1. Click Edit.
    2. Edit the required fields.
    3. Click Save.
    To delete a custom form
    1. Click Delete .
    2. In the Delete Record dialog box, click Yes.


    You cannot delete the default system forms. You can only delete the custom forms.

Was this page helpful? Yes No Submitting... Thank you