Skip to main content

Form Editor

It's a familiar gap: a ticket gets closed, but the resolution details are missing. Or a solver escalates an issue without leaving any handover notes for the next team. These gaps slow down teams, create noise in ticket data, and often require custom forms or workarounds to address — until now.

With ALVAO 26.3, process administrators can now add optional and form-only fields directly to status transition forms — no custom development, no workarounds needed.

What is it?​

This update is built for IT process administrators managing service workflows in ALVAO. When configuring a status — for example, "Resolved", "Escalated", or "Awaiting Approval" — you can now define exactly which fields appear on the transition form. Fields can be marked as required or optional, and you can include form-only fields: temporary inputs captured for communication or automation that don't persist on the ticket record afterwards.

Watch a short video to see how the Form Editor works in practice.

Where does it help?​

1. Capturing resolution details at close​

Solvers close tickets, but root cause and fix details aren't consistently documented. By adding "Root Cause" and "Fix Applied" as optional fields to the "Resolved" transition form, solvers are prompted to fill in the right information at exactly the right moment — improving reporting and gradually building your knowledge base without any extra navigation.

2. Handover notes during escalation​

When escalating to L2 support, a solver needs to pass along diagnostic notes — but this information shouldn't clutter the permanent ticket record. A form-only "Handover Notes" field on the escalation transition is included in the internal communication entry and then gone from the ticket. Clean data, full context delivered exactly where it's needed.

3. Meaningful requester notifications on status change​

Instead of sending a generic "Status changed" notification, you can configure the transition form to collect a solver message and include it in the requester notification using template variables. Requesters get clear, context-rich updates automatically — fewer follow-up calls, higher satisfaction.

Custom JavaScript​

If you need more advanced logic or dependencies between fields, you can extend the form using custom JavaScript.

Available now​

Optional transition form fields are available in ALVAO 26.3 as part of the Advanced Workflows module on the Standard edition. Give it a try and share your feedback — we'd love to hear how it works for your team.