[Resolved] Help Topics Pull in Custom Form Fields?

Keegan_csd

New user here. So I apologize if this has been asked before (I searched and couldn't find it).

Here is the scenario: User emails ticket in, it gets assigned the help topic based on the queue (IT Help!)

I then see its for a specific equipment issue. We created a custom form for that type of issue and help topic. The help topic has that form added to it. (Help topic: IT Help! / Equipment Issue, Custom Form: Equipment Issue)

The Equipment Issue form adds the Asset Tag to be filled out by the tech/end user (if the end user goes through the web and not an email).

When I go and switch the help topic, the custom form is NOT pulled in. I do not see the additional field (Asset Tag) on the ticket, nor on the edit page.

So am I missing something? I understand I can add the form manually, but in my ideal world I would like to just change the Help Topic and the form is updated on the ticket itself.

ntozier

The Agent would have to add the custom form to the ticket. Since there is no data in the form there is nothing to add, so the system doesn't add anything. Best case the form is added empty and the agent would have to edit the ticket to populate the field.

Keegan_csd

Thank you for the quick reply!

Is there a way to add that to be a wish list item? Or maybe added as an option to check on the help topic (Do you want to automatically add the custom form)?

ntozier

You could make a feature request at github. (prepend title with [Feature Request])
https://github.com/osTicket/osTicket/issues/new

But I'm not sure that they would do it, since that would mean adding all empty fields to each ticket would would make the database much bigger in a hurry.

Keegan_csd

Thank you!