End-User Portal

Incident Submission Form


SysAid allows you to customize the End-User Portal Submit Incident form. This allows you to tailor the Submit Incident form depending upon the nature of the incident to be submitted. You can create one form for every subtype you create.


 Customizing the Submit Incident form


Create forms for the End User Submit Incident page


You can create multiple versions of the End User Submit Incident form that end users can select depending upon the type of incident to be submitted. Each version of the form displays its own fields. For each form that you want, you must create an incident sub type. Create incident sub types from Settings > Service Desk > Sub Types. Once you've created the sub types you need, customize them from this page.*

*Customization made here affects the Submit Incident form on the End-User Portal. To customize the admin Incident form, go to Settings > Service Desk > Sub Types.

To customize the Submit Incident form:

  1. Click the design form icon from the top right of the form. This opens the Design Form page.
  2. Select the sub type to customize.

  3. Choose the fields you would like to have on the Submit Incident form for the selected sub type and click Save. This closes the Design Form page and updates the selected sub type.
  4. Go to Settings > Service Desk Templates > Incident Templates and create at least one template for every sub type you've customized. Full instructions for creating incident templates can be found here.

When your end users submit incidents from the End-User Portal, they select one of the templates you've created. The appropriate Submit form is then loaded automatically, with exactly the fields you've selected.


Templates are also loaded automatically after the end user selects a category for the incident. More information about category linked templates can be found here.


Customizing the Mobile End User Submit Incident form

You may also customize the way the End User Submit form appears from a mobile device.

  1. Click the design form icon from the top right of the form. This opens the Design Form page.
  2. Make sure the DEFAULT sub type is selected.
  3. From the Tab list, select the MobileEndUser tab.
  4. To choose which fields appear on the Mobile tab, follow the instructions found here.


The changes you've made are now reflected when submitting an incident from a smartphone, whether from the SysAid Mobile App or from a smartphone web browser.


Manual customization of the End-User Portal's HTML files


If you have manually customized the HTML files for the End User portal, you will receive the following message at the top of the Customize End User Submit Form page:


Changes you make on this page will not take effect as long as the HTML customization exists. To remove the HTML customization:

  1. Go to Settings > Customize > Appearance.
  2. Uncheck the box HTML Files
  3. Click Save.
  4. Click Reload Templates.

Please note that this will disable any additional HTML customization you've implemented. To restore the HTML customization, simply recheck the box you unchecked in step 2 above, and continue through steps 3 and 4.

Note: If you would like to keep your existing HTML customization for all pages except for the Submit Incident form, go to the location of your saved HTML files and rename the file called "submit-service-request.htm." Then, follow steps 3 and 4 above.


Edit End-User templates

You can edit an end-user template right from the SR form in the End-User Portal settings.

To edit the template

  1. Navigate to Settings > End-User Portal > Incident Submission Form/Request Submission Form.
  2. From the Template drop-down, select the template you want to edit.
  3. Edit the form to reflect what you want to see when users access the template.
    1. To add or remove fields with the Design Form , click , make your changes, and click Save.
  4. Click OK. When users open an SR in the template, the form will appear with all of your modifications.