We have multiple ticket forms. When creating a new ticket, only one form, the default form, is visible on the drop-down. Once the new ticket is created, or an agent picks up an existing ticket, all the drop-downs are visible.
It happens on various user levels, and happens randomly.
I've checked all settings in the admin and am not able to find where this could be impacted. Has anyone else had this issue?
Hi Al Emick!
Maybe it could be something related to the permissions of those forms regarding the brands. Have you had the chance to check if they are configured to be enabled for the right brand when creating tickets?
Hey Emick,
We're having this same issue with my instance. When creating a new ticket the form drop down will be missing entirely. Even after submitting the ticket it is still often not visible. We're able to use macros to reset the ticket form, but the manual option to change forms is often missing.
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
I would agree with what Eduardo mentioned. It could be related to the permissions of those forms concerning the brands. Could you please confirm if you have you had a chance to verify if they are properly configured to be enabled for the correct brand when creating tickets?