It is possible to make an Infocapture form public and allow users who are not logged in/do not have an Intranet account to submit tickets. ('Guest' will appear as the 'submitter')
Public users can perform certain actions around tickets, but not all, so your team need to review the information below to confirm a public form would meet your aims.
The best use case is when you need users without accounts to submit tickets, but they do not need to perform further changes or access the ticket after submission. Public users also cannot receive emails about tickets.
This guide details how a public form can be set up.
1. Enable public access on your site
For this to work, your site needs to be publicly accessible.
Please read our guide on public access here.
Only Claromentis staff can enable public access for your site, so please raise a support ticket to request this once you are ready.
2. Create a form for public use
Either create a new form for public use, or update an existing one to include the 'public' permission group (which appears once public access has been enabled by our team)
3. Ensure the 'public' Project role has been given 'submit' rights
In your form, assign the 'public' permission group to a project role that has 'submit' rights to ensure users not logged in can create new tickets.
When giving rights to the project role, consider the below.
A public user can:
- Submit tickets
- If they can bookmark the link to the ticket once submitted:
- View and add notes to their own tickets (No name will appear against the note, and they cannot be notified when other notes are added)
- Change assignment
- Change status
- Edit and update their ticket
A public user cannot:
- View other users' tickets
- Handle tickets
- Receive email notifications about tickets
- Upload files to their tickets
- Manage tickets
- View or create IC reports
4. Set up the 'Thank You' page to appear after ticket submission
This can be set up on the admin side of the form in the 'Thank You' tab as detailed in our guide here.
Enter instructions on what will happen next for the public user to view, e.g. they will be contacted via email by your team.
Public users will not see their submissions listed in Infocapture if they return, so if you need public users to open their ticket after submission, they will need to be instructed to bookmark the ticket in their browser.
Alternatively, you can allow them to view the ticket after submission using the option for this, but as aforementioned, a public user is limited in the actions they can perform in Infocapture, so this is not recommended, but your team are welcome to test what works for you.
5. Decide how to give public users access to the form
Either:
- Users will only need access to the form to make submissions and nothing else
You can simply provide public users with the Infocapture form URL (or the link directly to create a new ticket) so this is all they interact with.
- Users will need access to other parts of the site/you want them to have an 'Intranet' experience
Consider creating a theme and homepage for public use and logged-out users are given access to this (and not just the form they can make submissions in)
Enter the public permission across more applications so they can view content and interact.
Review what actions a public user can do to ensure you only give them access to areas they can complete actions in.
5. Test
As a logged-out user, follow the steps based on how you have chosen users to interact with the system and review the experience.
Ensure a ticket can be submitted successfully and what happens after.
This testing will inform further changes administrators can make to the experience.
6. Manage the form over time
Form administrators can make changes to the form and user access as required at any time.
See our guides for more information.
