Our use case is similar, in that we have support agents sometimes proactively create tickets on behalf of our end users. We would like them to run a macro that fills in the required fields (brand, priority, etc), but they don't remember to do this 100% of the time (resulting in missing fields or the wrong form being used).
Haven't found a good work around yet, but would like to be able to say (like we do for end-users) "If you haven't filled out field X, you can't create this ticket."
As they say - to err is human, to really screw up you need a computer. Looking forward to your thoughts!
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