Man you are fast! Ok so if the agent who selects the Help Topic, lets say "Support Request" and I want it to defaults to be "Department=support" and "Agent=Wizdos" that does not happen for agents?
Is there a way to have that happen for Agents? Seems kind of defeating the purpose if that what a help topic is for. I see the form refresh every time I select a different "Help Topic", but it always stays the same.
Like many users, I am using this for internal only, so no users actually see any tickets. They are all entered by me or someone in the near future. Seems a shame that you can not enable that for Agents. I mean its calling something and I can only assume at this point that it might be some flag that checks to see if it is a user or an agent.
Any thoughts on how that works? And if so, any thoughts on where to look? My guess would be the
->ticket.open.inc.php file as that is where the display of the ticket information to be entered is. I am just not sure how it calls whatever subroutine it calls to do that refresh.
Thanks for the help. Appreciated.