We set an Help Topic to tickets by a filter (it filters fetched emails)
This Help Topic has a specific form assigned in it, but if a ticket is created from the filter it doesn't get the specific form and we have to add it to every ticket manually.
The form has optional and mandatory fields
If I manually create a ticket with that help topic the form is added correctly
I think this is a bug.
I believe that this is intended behavior. Empty forms have no data in them, and so aren't saved.
Hi everybody. I've just configuring OSTicket and I was getting crazy. This happens to me as well. If you create the ticket by web, the ticket form is assigned properly. If the ticket is created by email, it will only apply the "TICKET DETAILS" built-in Form. This means that you have to add the form from the ticket manually. Is there any workaround or similar?
I'm taking the advantge to say thanks to @ntozier since I've read a lot of your posts here and you helped me a lot.
Hey auronmessatsu ComLu , like @ntozier says I think this is intended behavior.
Having said that, I think having the option to add a specific form (+ filling it?) using filters could be a great feature.
ntozier is correct in that this is the inteded behavior. Since tickets are being created via email there is no way for the User to know what the form is or how to fill it out. This is why we skip adding it to the email-created tickets. We hope to add an option for this post-v2.0. Stay tuned!
Cheers.
