Hello,

 

We have set up templates on the Help Desk to auto fill the Group field to either IT or Systems depending on the template used by the requester.

 

We have just noticed that on occassion, the Group field on the Request does not contain the default that has been set on the template and also the template itself regresses back to a selection as opposed to the default.

 

Upon investigation, this seems to happen when a technician opens a request.

 

Example:

 

IT - E-mail Template has the field "GROUP" with a default of "IT".

 

If a technician from the System group opens a request using the IT - E-mail template, once the requester who belongs to group "Systems" fills in their requester details the default of IT disappears on the request and resets the IT - E-mail template "Select Group".

 

How can we prevent this from happening?

 

Thank you,

Robin Fraser