Hi! I'm new at the osticket community and i'm really glad with the project. So far, this software has fulfilled almost every aspect of the support system that we needed. How ever there are some special cases where little improvements would be very helpful.In our configuration, we generated a long list of help topics, so we can give each one its own configuration (form / department / agent / priority).The help topic is defined by the user at the ticket creation, so there can exist errors in the topic selection. When the agent gets this new ticket, he has the options - in the right top corner - to "change state" or "more" (where he can only change owner and forms). But in no case the agent can change the help topic (Please correct me if there is one)This could be handled the same way the change of form does, because the most probable thing to happen is that the agent will need to complete some data with another form when the help topic actually changes...I hope you find this usefull for other cases and not only mineHere goes an example of the help topic list (only a few from the 29 with public access - please look at the structure, not the language)
Anulaciones
Active
Private
Anulaciones / Otras operaciones
Active
Public
Anulaciones / Op1
Active
Public
Asistencia Técnica / Escaner
Active
Public
Asistencia Técnica / Funcionamiento de la
PC
Active
Public
Asistencia Técnica / Headset -
Audio
Active
Public
Asistencia Técnica / Impresora
Active
Public
Asistencia Técnica / Keys / Activador no
anda
Active
Public
Asistencia Técnica / Neotel /
x-Lite
Active
Public
Asistencia Técnica / Problemas con
Facturas
Active
Public
Asistencia Técnica / Tickeadora
Active
Public
Asistencia Técnica / Usuarios
Bloqueados
Active
Public
Ayuda Venta / Prod1
Active
Public
Ayuda Venta / Prod2
Active
Public
Ayuda Venta / Prod3
Active
Public
Ayuda Venta / Servi1
Active
Public
Ayuda Venta / Servi2
Active
Public
Ayuda Venta / Otro1
Active
Public