Issuetrak Webforms are a great way to let users submit issues without needing to log in. They simplify the process and don't require any training for the end user. However, like any tool, Webforms have some limitations. Here are the most significant ones.
Field Configuration
Utilizable Fields
Webforms can be configured to utilize various fields in Issuetrak, including:
- Assets
- Assigned To
- Class
- Custom Record Table (These fields can be populated when creating the issue, but the data won't be added to the backend table. The values can be easily added to the backend table after the issue is submitted.)
- Responsible Department
- Issue Types and Subtypes
- Location
- Next Action
- Priority
- Project
- Organization
- Required By Date
- Severity
- Substatus
- Target Date
- User Defined Fields (UDFs) (Except for Issue Association UDFs)
Field Labels and Effects of Value Changes
- The label for each field on the Webform is set during the creation of the Webform. Each Webform field populates an issue field in the Issuetrak site, and if the label for a field is changed in one location, it does not affect the data processing. For example, if a custom label for Locations is set to "Sites," but the label on the Webform is "Buildings," the LocationID will still be correctly assigned, regardless of the labels used.
- If values for any of the above fields are removed, and a Webform is configured to use the removed value, then this will cause problems with submitting issues via Webforms. For example, if a Webform is configured to submit issues with a Substatus of "Pending" and then the "Pending" substatus is subsequently removed from Issuetrak, then this will cause problems with submitting issues via Webforms.
Issue Submission Limitations
Webforms cannot:
- Update Existing Issues: Make changes to issues that have already been submitted.
- Submit Issues with Notes: Submit new issues that include notes. (The Subject and Description fields can be included, however.)
- Create Multiple Issues at Once: Submit several issues simultaneously.
- Allow Backdating of Submission Dates: Set a submission date that is earlier than the current date.
Attachments
Issuetrak Webforms cannot attach files to an issue. If attachments are needed, consider the following options:
- Include instructions on the Webform for submitters to send files via email after submitting the issue.
- Edit the Custom Message for the Caller event in Issuetrak to instruct submitters to reply to the submission email notification with any necessary attachments.
User Creation
- Users can only be created in a single default organization that is pre-set when the Webform is configured per your requirements during the Webform build process.
- Users' default Time Zone is determined when the Webform is configured. They can change their Time Zone in the application later.
- Webforms can't fill User Defined Fields on user profiles.
- If the submitting user is an existing user in the Issuetrak site, the webform will only be able to associate the issue they submit with their existing account if their User ID in the site is their full email address. If their User ID is anything other than their email address, a duplicate user account will be created using the email address as the User ID.
User Permissions
- Users created by the Webforms will not have any permissions upon creation (including via template or group). However, permissions can be added to user accounts after creation. The most straightforward approach is to create a group with the desired permissions and then manually add users to that group as needed.
- Users cannot log in to the site without being manually granted permission after their account has been created by the Webform.
- Users who are created with an email address will receive email notifications if the site is configured to automatically send email notifications to the Submitter for the Submit event.
Tasks
Webforms cannot add tasks. If tasks are needed on an issue, they will need to be added after the issue has been submitted.
Billing Line Items
Webforms cannot add billing line items to an issue. These should be added manually after an issue has been created.
Hosting
- Webforms are available to on-premises and cloud customers.
- By default, the embedding of Webforms in another site is not permitted. However, upon request, Issuetrak can permit Webforms to be embedded in iframes.
- Only Issuetrak can host the Webform for your site.
