Link to Problem is only available when TYPE is on ticket form

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  • Graeme Carmichael
    Community Moderator


    I hope I can help you with this.

    Ticket forms are available as an add on for the professional plan and as part of the enterprise plan.

    This allows you to remove the ticket type field from your default form allowing you to simplify the agent's ticket fields and reduce the number of clicks when processing.

    Because you may want to use the problem/ incident feature, you can create a second form that including the type field.

    Agents can manually select the required form when processing the ticket if required.

    However, because in your process the incident field is populated by a trigger, you can also add an action to that trigger to automatically select the revised form that includes the type field.

    So as well as set as an incident, the correct from is presented to the agent.

    There is also an enterprise feature contextual workspaces that can present different forms to agents based on the incident field, but I believe if you can use the trigger that is the easiest way to go.



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