We avoid using the ticket field for Type in our forms. We have several reasons for this, like fewer clicks for agents are necessary when the type is set by a trigger on submit based on the Form used. Sadly, the implementation of Problems and linking tickets to problems, requires that TYPE is visible on a Ticket form. This is sub-optimal and actuality reduces the flexibility we as Admins and form designers have.
In the Ideal world, when a ticket has it's type set to incident by a trigger, the Link to problem field should be presented to the agent even when the Type field is not exposed on the form. If this was not a system field, it would be achievable via conditional fields. However, we (as admins) want the dynamic lookup of existing problems that the Link to Problem system field offers.
I know there have bee requests for this separation of link to problem with the type field in the past. There is also a inverse case to be made for this separation. Not all incident "use case" may ever need a Problem. For example, imagine the case where a lightbulb in a building burns out. A ticket form for "replace consumable part" might be used. Not a problem yet, but lets say tge bulb is replaced and blows out immediately, the agent may change the the ticket form to "electrical issue in permeant fixture". Then it turns out all of the fixtures on the floor have a "problem" as they are blowing out bulbs. So in this simple facilities management use case, we have 1 incident type where is there is never a problem, and changing the form to a different 'kind' of incident that might have problems. The same can be true for any of your customers that have clean definition of kinds incidents and use different forms for those different kinds of incidents.
So please Zendesk Product managersl make the admin journey more pleasant by giving us the ability to have Link to Problem when the Type was set by a Trigger with out the need to redundantly include (and possibly confusion agents) the Ticket Type system drop down.
PS> if there is already a method of doing this, it is not apparent in the KB/guide for the Support product line.
PPS> did I mention we love you when you actually curate feature requests by linking to other posts for the same feature requests or feedback? It help us help you by getting the votes in 1 place... wait, now I sound like I am trying to sell Zendesk....
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