Template field not showing

Hi all,

I am having an issue with the template field in the admin portal.

When creating a ticket from inside the admin portal we can see the Template selection field and select the proper template. But when it is issued to some to "work" the template we cannot see the template selection field to change it if needed.

This is an issue as if it comes via the SSP, email, or admin we cannot change the template to select the proper template that is associated with what the ticket is about.

Please help