Setting up a Form

Build a Ravenna form with system and custom fields to collect structured information from requesters and route every ticket to the right team.

A Form in Ravenna acts as a form template that captures the exact information your team needs when someone submits a request. Use system fields like requester, description, and priority — and add custom fields for team-specific details. This ensures every request is clear and actionable from the start.

Note: Forms were previously called Request Types. All existing functionality remains the same.

Interactive walkthrough

Step-by-step

1. Go to Forms

   Click Forms in the left sidebar.

   
2. Add a new Form

   Click the box to create a new Form.

   
3. Enter Form details

   Fill in the form by:

   • Selecting an icon that represents your form
   • Naming it clearly and simply; employees see this name in Slack
   • Adding a description that explains when to use this form

   For this demo, we create an MFA Reset form.

   
4. Open your new Form

   Open it by clicking the card or selecting Edit from the three-dot menu.

   
5. Add fields

   Build your Form structure. Every form must have at least one field configured.

   For the MFA Reset type, add:

   • A custom Select option to find out if the user is locked out
   • A custom Text field to confirm the email for the MFA reset

   
6. Set Default Ticket Options

   Click the Defaults tab.

   

   Pre-set defaults apply to all tickets using this form. For example:

   • Priority level
   • Tags
   • Assignee (to assign ownership)
   • Channel (to publish tickets to a public channel)

   In this demo, the Tag and Channel ensure tickets always post a Ticket Mirror in the public channel and auto-tag with MFA.

   You can further automate tickets with Workflows, which we cover next.

Newly created forms start in Draft status so you can finish configuring them before end users see them. When you’re ready, open the form detail page and use the Publish/Draft toggle in the header to publish it. You can manage a form’s full lifecycle (Draft, Published, Archived) and configure audience access from the same page. Learn more about form lifecycle and audience settings.