It would be helpful to skip the model selection step when there’s only one option available.
So the flow would be: open ticket > device/hardware > phone > Cisco IP phone (skip model selection) > issue.
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Good morning
You can achieve this by having the model category visibility set to all roles you want to be able to submit a ticket on that, and then by having the model's roles turned to just Admin and Agents. The reason I like to leave it visible for them is that when they are working on a ticket, they will be able to recategorize it to the correct models!
Let me know if you need more help on this!
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