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Users claimed they submitted tickets, but none of our administrators could see it in the “Service Desk”.  

Turns out, We searched the End Users individually and found the tickets under the “Help Desk” tab.

But the users didn't fill in the “Category” Field on the tickets (and therefore doesn't show up in the helpdesk dashboard) but were still able to submit Ticket.

 

The Category field is marked as “required” on the submit form- I’ve added some pictures for context. 

 

Has anyone else run into this issue? is there a way for user to be notified they must fill out the Category section?

 

 

Hi @DbrownFC ,

 

This can happen if the users are submitting tickets via e-mail.

Those settings would not apply to e-mail created tickets as they are different from the SSP ones.

The settings shared by you impact the SSP, via e-mail the user can’t really select the categories but they can be set automatically using e-mail rules (documentation HERE and HERE).

You can test this by adding an e-mail rule if you do not have one setup already to catch all the incoming e-mails.

If you need more help, have further questions, or just want to chat about this topic, please don't hesitate to reach out.

 

Actually, after doing a little playing around it turns out that its the Request tickets where the “required for status’ doesnt work. but seems like you can see the tickets that have “none” in both the Category and Sub category, in the “Requests” dashboard. and now the ALL

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