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Custom forms help you collect consistent information at key points in incident handling. You can configure one account-level form for each action: Create incident, Acknowledge incident, and Close incident. Configuration changes apply immediately. Use forms to collect handoff context, impact details, resolution notes, or screenshots. For reusable business attributes, create the field first in Custom Fields, then add it to a form.

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Configure a form

1

Open Custom Forms

In the console, go to Configuration → Custom Forms, then choose Create incident, Acknowledge incident, or Close incident.
2

Add form elements

Click Add Field and add the elements you need:
3

Set input rules

Select an added element to set its help text, placeholder, and required rule. An element can always be shown, shown only when conditions match, or required only when conditions match.
4

Order elements

Drag elements into the required display order. Flashduty saves the new order automatically, and it takes effect immediately.

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When each form appears

Flashduty evaluates visibility and required rules when the user performs the action. For example, you can require a field only when a specific severity, label, or team member matches. These forms also work in the Flashduty App: creating, acknowledging, and closing an incident in the App presents the same form. Both platforms share one configuration, with consistent visibility conditions, required rules, and behaviors such as image upload.
Flashduty skips the form when the action has no form elements, or when no element is visible for the current incident and user. It then runs the normal create, acknowledge, or close flow.

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Batch acknowledge or close

When you acknowledge or close several incidents at once from the incident list:
  • Incidents that need no form: Flashduty processes them immediately and removes them from the selection. An incident needs no form when the action has no form elements, or when the incident and user meet no element’s display condition.
  • The remaining incidents get one union form: an element appears if it’s visible for any incident, and it’s required if any incident requires it. You fill it in once, and Flashduty writes it to every incident in one request that succeeds or fails as a whole. If it fails, the dialog stays open so you can retry.
When you select both kinds, the top of the dialog shows how many incidents Flashduty already processed and how many are pending. If every incident needs the form, the form opens directly. If you close the dialog without submitting, Flashduty tells you the remaining incidents are unprocessed, so you don’t assume the whole batch is done.
If the form fails to parse, a single acknowledge or close shows an error. A batch acknowledge or close still runs the whole batch as if no form existed.

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Recommendations

  • Use custom fields for information you need to filter, report on, or reuse; use Summary for one-off action notes.
  • Require only the information that is genuinely needed, so urgent acknowledgments and closures stay fast.
  • Before changing or disabling a custom field, check whether a form still references it. Disabled fields are not shown at runtime.

Custom Fields

Create reusable business fields for incidents and custom forms

Handle and Update Incidents

Learn about acknowledgment, closure, and other incident actions