osTicket (Admin Panel -> EMails -> Update EMail Address) say something different 😆 :
We have an mail address for "IT" and one for "SAP" tickets. In SAP we need some more fields for cost tracking. In the past must the agent added the form manuelly when he crap the ticket. A much anoing work! Now after my patch the agent need only to fill the values.
If you look at my patch, you will see that it don't change much. But it is a big simplification for the users.