Case # - 00340221
In the setup, you create a kind or hierarchy of request types. One of the parameters for each request type, is "hide request detail". When choosing such a request type, the client can only read the instructions, but isn't able to post a question. In the instructions is often "this type of questions are not handled by the WHD, please contact -someone else who is responsable).
A client creates a ticket, chooses a "good" request type and posts a question.
A tech receives the ticket, but finds out the client was mistaken in the request type, and the tech group was set wrong as well.
The tech wants to correct the request type.
When changing the request type, the tech chooses a request type where the "hide request detail" is checked (these request types are listed the same way as the other ones).
He saves the ticket.
Result: the information in the request detail is deleted. It's gone for good.
Request:
or - disable the request types with a "hide request detail" in the list of request types for techs in the ticket
or - warn a tech data will be lost
or - make a difference between "hide from client" and "hide from tech"
or do something to avoid loss of data.
Why should you correct the request type? Because there is no way to reassign to a different tech group (cfr other feature request).
Kind regards,
Kris Neyens.
