Bridget Connell

I'm attempting to include a required field for agents creating new / open / pending tickets, however, when I go through the settings here, I'm only able to find this screen and no other options for the drop down menu noted above.

I have "end user" selected in this, but there was no option when I had agent selected either.

When I navigate to this window below, I'm not able to click on the options in this list and adjust settings. When I click on them, nothing happens: