Customize 'Extra new ticket options'

[sandve]

Is it possible to change what I think are the 'Extra new ticket options'?

When creating a new ticket, I would prefer that the 'User concerning' value doesn't default to the name of the agent creating the ticket; rather I would want it to be blank so the agent is forced to select a customer name.

Also, I would prefer that the 'Source' defaults to 'Phone', since most tickets created by agents will be the result of a phone call.

[brigmill]

I agree, the static option of "user concerning" is very, uh...concerning? I don't like that it defaults to the primary agent if the helpdesk is opening a ticket for a end user and I don't like that there are many options in there to choose from.

[Susan_A]

It is not currently possible to change the default settings of these fields, unfortunately. I'll move this topic to the wish list section of the forum, but cannot give an estimated release date for this feature at this time.