1. I have installed AD Auth plugin and now users are able to login with our AD credentials (Which is also their System Login and Email). But it would be better to have single sign on. But don't know how to configure it.
2. I have also created various ticket statuses, eg. Awaiting Parts. When this status is selected the SLA should be modified, maybe increase it by 2 days. How to do that?
3. Regarding custom forms - I used the default ticket details form for report a problem help topics. But I created one custom form for a help topic called File Download. I just added a field called download url. But when I selected that help topic it comes in separate heading and frame below that is default ticket details form. I don't want that I just want that field to be added to the default form and some default fields to be removed. See the image to understand.