Systems Management Question

How do I get the Ticket Default Category to stop overwriting the Ticket Template I have created, when a user submits a ticket using the Template?

10/09/2020 210 views

I have created a Template for one of my queues for users to submit with.  I have built the custom ticket form with the fields that should be available.  One of those fields is Category, which I have set to Always Require and a Default Value of Applications::QuickBase.  The problem is that because the Ticket Defaults section under the Queue Configuration for this queue says the Default Value is Applications (no subcategory) so when the user submits the ticket, the Applications::QuickBase is overwritten to just plain Applications.

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The default setting in the queue setting will always override any other setting, at least it does at the moment. That is clearly not ideal for you, and I think I would expect the template default to override the main queue as well. Just a thought if the template is specifically for Quickbase issues, why the need to show and use category? If you want sub categories of Quickbase, use a custom field to get the issue and then a ticket rule to mirror the selection back into the hidden category for the ticket? As a workaround that may work

Answered 10/11/2020 by: Hobbsy
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