A request form is one thing a customer can ask for in the portal, such as “VPN access” or “New laptop”. Each form creates a ticket of the work item type you choose. You manage the forms in the project settings, in the Service group, under Request forms. You need the permission to manage the service project.
Choose Add request form and fill in:
Title and description are always asked. You add further questions from the custom fields of the work item type.
Fields
Add a field with Add a field, then set for each one:
- Label shown to customers and Help text replace the field’s own texts in the portal. Leave them empty to keep the original.
- Required makes the customer answer before sending.
- The arrows change the order in which the fields appear.
Changing the work item type clears the list, because the new type has other fields.
Order, hide and delete
Drag a form by its handle to change its position; the portal shows the same order. The switch in each row hides a form without losing it. If a customer has a hidden form open, sending it tells them it is no longer available.
Deleting a form does not change tickets that were already created from it.
Fields that were removed
When a custom field is taken away from the work item type, it disappears from the forms that used it. Those forms show a Field removed label in the list, and the edit dialog says how many fields were dropped. Save the form once to clear the notice. Values customers already submitted stay on their tickets.
Approval
A form has no approval settings of its own. An approval belongs to a status of the workflow, and a ticket waits for it when it enters that status. To send every request of a form through an approval, set the form’s Start status to that status. See Approvals. Last modified on November 4, 2026
