Group can be set to "None"
From the Request tab technicians are able to set the Support Group as "None" by selecting "No, just select technician". (See Image 1)
However, if the technician would try to change the Support Group to "None" from within a ticket, it does not allow this as Group is required. (See Image 2)
We have the issue where some technicians are assigning the Group to "None" and tickets are getting lost or forgotten. It seems like an odd feature/bug to only require the Support Group from one page and not another.
Is there a fix to this?
Image 1.
Image 2.