piped emails get assigned correct help topic, but not the topic's custom forms

ingli

I am starting to get to know osticket.

osTicket Version v1.12 (a076918) — Up to date
Web Server Software Apache
MySQL Version 10.2.22
PHP Version 7.3.7

I use email piping to create tickets.

According to the doc, setting a help topic: "Ticket can be assigned a specific help topic, which, if applicable, will also add any custom form associated with that Help Topic."

I can successfully set the help topic (manually or automatically). However, never do these tickets automatically get associated with the help topic's custom form. I can "only" assign the forms manually via the "Manage Forms" UI within the view of an individual ticket.

ntozier

Custom forms with no data (ie from emails) are not added. You have to add them manually if people open tickets via email.

ingli

thanks a lot for the clarification. I must admit that, then, I do not understand what the documentation intends to tell me.

ntozier

Not sure what part of the documentation you are referring to.

ingli

thanks for your response - I enjoy the documentation's quality - so here is the link:

https://docs.osticket.com/en/latest/Admin/Manage/Ticket%20Filters.html says "Set Help Topic: Ticket can be assigned a specific help topic, which, if applicable, will also add any custom form associated with that Help Topic." I may have mis-interpreted this - might be good to clarify there, I think.