osTicket Versionv1.9.5.1 (1faad22)Web Server SoftwareApache/2.2.25 (Win32) PHP/5.4.37MySQL Version5.5.24PHP Version5.4.37I have the automatic ticket creation working when ever someone emails support@domain.com. Some of the defaults i.e. SLA Plan, and Priority Level are set as part of setting them as defaults. I have not set the Help Topic default. So when a new ticket comes in, it needs to be edited and the Help Topic set, no problem. But it requires the agent to put something in the internal note (i.e. A reason for the update is required) . Is there any way to turn this off ? I can see the usefulnes of adding an internal note when an agent edits a ticket, but I would like for it to be optional. (besides it puts in the history which agent edited the ticket.)
