I really tried to make sure it wasn't obvious before posting... What was throwing me for a loop was I was not selecting a department. I now realize that when you pick a help topic, though it doesn't update the department field, it does in fact assign the ticket to a department.Completely my bad... though maybe ost should fill in the department field on the form instead of leaving it "select a department". That combined with no "*" on that field and it letting you save the ticket may lead someone to believe departments are optional.