Thats great thanks for your help with this.A kind individual from osticket gave me this detailed explanation, will help other newbies.Thanks===================Hello 

Thank you for your email. You would simply create the Departments as Help

Topics and create custom forms to add to those help topics. Therefore, when

users select that help topic- the additional fields will populate. 

You can do this by going to your Admin Panel > Manage > Help Topics &

Forms. 

Create a Cu by going to Admin

Panel > Manage > Lists and selecting “Create New List.” The content of

this list is 100% up to you! The “Name” will be what end users see when they

are filling out the ticket form whereas the “Plural Name” will be how the list

is named in the drop down to select this list in a form. We encourage you to

include abbreviations where applicable as these will be included when users

start typing the information. This is an example of how the Custom List feature

can be used:

Custom Lists can then be added

to a which will allow you to require

information from the user when they create tickets. These fields can also be

for internal use only. Custom Forms also allow you to create a variety of

answer fields; all customizable by you. Fields can be listed as internal- to be

utilized by staff for internal ticket creation or when editing an exiting

ticket; or required for when the user submits a ticket. These Custom Forms can

then be added to Help Topics to help improve your workflow by capturing any

required information from the user when submitting a ticket.

To assign to custom form to a Help Topic,

go to Admin Panel > Manage > Help Topics > and select desired help

topic. In the New Ticket Options section, choose custom form from the

drop down to be added when clients or staff are creating a new ticket. Only one

custom form can be added to each Help Topic.

BUILT-IN FORMS: These forms are included on

each new ticket that is created by client or staff; regardless of Help Topic

selected. Currently, the software ships with Contact Information, Ticket

Details and Company Information as Built-in Forms which are included on each

new ticket created. We suggest you preview these built-in forms to see the information

contained in them. All can be edited to further work with your company’s

workflow. Fields which are marked “Required” will show in bold on the ticket

form.

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