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?
