When defining multi-select or drop-down ticket field values, the system does not let you define the same field values in different fields. For example, if you have two different contexts of the fields but some of the field values are the same as in another ticket field, you cannot define them unless you change something (and this might look weird to the user if you add odd characters/words that do not belong there).
Since the ticket field value is seen as a tag, it is understandable that you cannot have two identical tags, but in that case, there could be two (or more) solutions:
- a possibility to define different titles and descriptions shown to the user to reflect the actual situation/context and provide the user with correct instructions what they should do;
- a possibility to define the ticket field value for agent and ticket field value shown to the user and the tag will use ticket field value for an agent. In that case, you would be able to define the "same" values in different fields
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