Replace an old Custom Form for Cases with a new version of it

Owned by Matt Kepple
Last updated: Aug 25, 2022
3 min read

If you want to edit a Custom Form for Cases but are unable to do that because there are fields in the form that have been used, you should replace the old Custom Form for Cases with a new version of the Custom Form for Cases.

There are 3 stages to this process

  1. Create a new Custom Form for Cases that contains the old fields you want to keep and any new fields you want to add

  2. Assign the new Custom Form for Cases to the projects you want it to be assigned to

  3. Unassign the old Custom Form for Cases from the projects it was assigned to

Steps to follow

PART 1: Create a new Custom Form for Cases that contains the old fields you want to keep and any new fields you want to add

  1. Select Create in the top menu

  2. Select Show more options until the menu expands

  3. In the expanded menu, select Custom Form

  4. Name your Custom Form

    1. (E.g. “[name of the original form]: v2”)

  5. Select Cases (rather than Contacts) in the type dropdown list

  6. Press Save

  7. You arrive on the Manage Fields page

  8. In your library on the left: select the fields from the old Custom Form that you want in this new form

  9. If you need to create any brand new fields, use the Create field button to create them

PART 2: Assign the new Custom Form for Cases to the projects you want it to be assigned to

  1. Go to the Manage Custom Forms page

  2. Press the Preferences button next to the Custom Form you just created

  3. You arrive on the Custom Form’s Preferences page

  4. By default, all of your organisation’s projects are included.

  5. De-select the projects that you do not want the Custom Form for Cases to be used on.

  6. Press Save

PART 3: Unassign the old Custom Form for Cases from the projects it was assigned to

  1. Go to the Manage Custom Forms page

  2. Press the Preferences button next to the old Custom Form for Cases that you want to stop using

  3. You arrive on the Custom Form’s Preferences page

  4. The projects that this Custom Form for Cases has been assigned to are shown in the Select Projects box

  5. De-select every project until the box is blank

  6. Press Save