Webforms are one of many methods of submitting issues with Issuetrak. This method is based on a form being created in a customer-facing application (normally a web site) that interacts with Issuetrak through an Application Programming Interface (API) or by creating an email that is sent to a designated mailbox. There, our Incoming Email feature interprets the information in the email and creates an issue. Below are some important Best Practices for you to consider when using Webforms.
Knowing how your webform creates issues
Your Issuetrak site and your webform are separate entities. As a best practice, it’s important for you to know how these entities are connected. In other words, it’s important for you to know how your webform creates issues in your Issuetrak site.
How an Email-Enabled Webform Works
Email-Enabled webforms create and send an email message when the user fills out the webform. Your Issuetrak site then uses the Incoming Email feature (IEM) to create issues based on those email messages. In this scenario, there’s no direct connection between the webform and your Issuetrak site. All your webform does is create emails and send them to a mailbox. All your Issuetrak site does is check that mailbox and create issues.
How an API-Enabled Webform Works
An API-Enabled webform works a little differently. When a user fills out an API-Enabled webform the form connects to your Issuetrak site’s API to create issues in your Issuetrak site. With an API-Enabled Webform, there is a direct connection between your webform and your Issuetrak site. Because of this connection, issues are created instantly on your Issuetrak site. An API-Enabled webform can be coded to display the issue number that’s created in your Issuetrak site.
Which type of Webform do I have?
Your webform is Email-Enabled if:
- The Submission Method field shows “Incoming Email” or “Incoming Email with Issue Template” for issues created from your webform.
- Issues created by your webform all say “Submitted by direct email” in the description.
- You created your webform using a service like Formidable, Jotform, or Cognito forms.
Your webform is API-Enabled if:
- The Submission Method field shows “API” for issues created by your webform.
- You purchased your webform from Issuetrak.
- Your webform is hosted in the Issuetrak domain (issuetrak.com).
- Issues are created instantly on your Issuetrak site.
- Your webform displays the actual issue number for the issue that’s created.
Best practices
For both Email-Enabled and API-Enabled webforms:
Information that’s added, changed, or deleted in your Issuetrak site will not be automatically updated on your webform. Your webform will need to be modified separately.
For Email-Enabled Webforms:
There are several fields that if modified can potentially disrupt your webform and prevent it from creating issues. This applies especially if the data from these fields is used within your webform or your Incoming Email settings.
These fields include but are not limited to:
- Issue types/subtypes
- Issue Templates
- User-Defined Fields
- Issue Forms
- Incoming Email Tokens
- Incoming Email mailbox information such as a password or default Issue type
For API-Enabled Webforms:
There are several fields that, if modified, can potentially disrupt your web form and prevent it from creating issues. This applies especially if the data from these fields is used within your webform.
The fields include but are not limited to:
- Issue types/subtypes
- User-Defined Fields
- Issue Forms
- Locations
- Any other fields that receive data from your API-Enabled Webform
Asking Issuetrak for modifications
Issuetrak’s Professional Services Team can make changes to webforms that they have provided. Modifications will not be covered by the original Scope of Work and will need to be covered under the second Scope of Work with additional charges incurred. Contact your Account Manager for specific information related to your form. If your team created the web form and needs assistance, then our Support, Data Services, and Professional Services teams can work with them to provide information and guidance.
Support for technical issues
If something goes wrong with your webform or your Issuetrak site, contact the Support team directly at 757-213-1351 or by email at support@issuetrak.com. They will work with you to troubleshoot and resolve any issues.
