Dear Community,

I am currently Evaluating Manage Engine Service Desk Plus.

 I have already created Business Rule which will assign Ticket to a certain Technician based on a certain Site.

 The thing is that I want to allow users to be able to select their respective site when they are filling out Incident Forms or Request Form for raising Ticket.

 nce the user will select his/her site during Ticket Creation , this will directly assign the Ticket to technician based on the Site which I already specified in the Business Rule.

For example I have created business Rule saying

If Site is Head Office    à then assign it to -> Technician Mark

If Site is Steel Division à then assign it to -> Technician  John

Unfortunately I am unable to allow the requestor to select the Site. It’s doesn’t allow to be added in Editable Form so user can select it  when I am trying to edit an Incident Form.

I am attaching screenshots for this purpose:-

This is how I, as an Admin see the fields. I am unable to customize it in a way where user can change it?

This is how Admin sees the Sites in Incident Form

While the User is unable to Select site and below screenshot shows how user sees it. It’s already selected and User can’t edit it.

Kindly guide me how can I achieve this desired Result.