Department appearing twice in tickets

nitinm

I have installed v1.18.1 and it is working fine. Except that when a nwe ticket is created, the Department appears twice like below...

I have configured Tickets to have Department included as a required field in Admin Panel like below...

And I have updated the Department list with my custom values like below. Please note, item 'ReproWorks: Support' in the list is taken as default value even though I did not specify any default value.

What could be the issue? Why is Department appearing twice in each ticket? This is causing problems in sorting and assigning tickets as ALL tickets are getting assigned to 'ReproWorks: Support' depart,ment (as it is set as default) and also to the actual department selected by the user as seen in Ticket Details in the first screenshot. Any help would be appreciated!

KevinTheJedi

nitinm

You clearly have a custom field called Department on the Ticket Details Form. Remove that field and voila.

Cheers.

nitinm

I removed the Department as a custom field from Ticket Details form. Now there's no Department appearing on the New Ticket form. I want users to be able to select the Department when creating new tickets. How can I acheive that?

KevinTheJedi

nitinm

Oh then yea you will need a second department field. Users cannot determine department by selecting it unless you have a custom field for it and setup filters to set department based on the value of that custom field. However like you noted it will be duplicated for agents.

The way department is determined is via Help Topic, filters, etc.

Cheers.

KevinTheJedi

nitinm

By re-enabling your custom Department field and creating Ticket Filters for each Department. Each filter would need a Rule of Custom Department Field > Equals (or Contains) > Department Name (or Department ID; I can’t remember). Then each filter would need an Action of Set Department > Desired Department.

Cheers.

nitinm

Thanks Kevin. Got it.