I'm troubleshooting why I can't see the Priority field when editing some tickets.
If I go to Manage > Forms > Ticket Details > Priority Level > Config
it is enabled, visible, and editable for agents.
We have a help topic that is tied to a specific department, and I've noticed that the tickets that have this help topic/department combination are the ones where I cannot see the field when editing the ticket, so I've looked at both the topic and department settings.
Manage > Help Topics > Solution Implementation Request > Forms
Priority level is enabled in the Ticket Details section.
I do not see anything in the department configuration that would disable priority visibility.
Tickets that are not part of this help topic are not affected - I am able to see and change the priority for these.
I've tried changing the configuration settings, and then changing them back again, just so the desired information has been submitted anew to the database in case a faulty value was recorded, but this has not solved the issue.
Any advise on how to proceed?
Thank you.
