Users cannot see a specific ticket form

Problem

• When creating a ticket, a user is unable to see/select a specific ticket form in the (ticket form) drop down selection
• The ticket form is not available to be embedded in a website

Solution

In most case, this occurs when non-logged in users do not have access to the ticket queue set for that form. Below are the troubleshooting steps:

• Check the ticket form settings to ensure that the ticket queue field is visible and editable by the end user
• If it is not visible and editable, confirm that there is a value configured as the ticket queue
  • if there is no default value, then the form is treated as unusable by non-logged in users (since the access cannot be determined) and the form is not available for selection
  • if there is a default queue set for the form, confirm that non-logged in users can access it
    • Go to Admin Settings -> Queue Access Rights. This will pull up your list of group and their respective queue access.
    • Look for the group, "Non-logged in users, in this list. Confirm that non-logged in users have access to the queue set as the default value in your ticket form.

In summary, to fix the issue, either add access to the default ticket queue for the "Non-logged in users" group, or make the ticket queue visible and editable by the end users so they have the ability to change it.