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Forum Changing Custom Fields on existing catalog items affecting open tickets.

Changing Custom Fields on existing catalog items affecting open tickets.

JoeyB 3 months ago

I have noticed that if I make a change to an existing service catalog item the change is reflected in all open, resolved, closed tickets as well.

I have a form that I created that I am asking for Client Name and Email.

Originally I created 2 custom fields for this "Client Name" & "Client Email"

I've sense decided to combine them into 1 new field "Client Name & Email"

When I removed the original 2 fields they were removed from ALL Open, Closed, Resolved tickets.

If I hide the using logic they are hidden form ALL Open, Closed, Resolved tickets.

Two Thoughts

Is this by design or is there a flaw somewhere?

I might need to start just duplicating my request forms, version control.

Parents

joeybrown 27 days ago

Hi JoeyB , first off, great name! This should not be happening when it comes to service catalog requests and would only be happening if these fields are apart of a form and dynamic form rule that gets put in place on the request post submission. I know this post was from 2 months ago so I am wondering if you got this same answer somewhere else or if this is still an open issue for you?

Thanks!
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JoeyB 27 days ago in reply to joeybrown

LOL, Hey Joey. Thanks for the response. No answer anywhere else on this and still happening. The fields are custom fields on the ticket form with no dynamic rules applied to them. Just straight input.
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joeybrown 27 days ago in reply to JoeyB

Hmm weird. Let me get with engineering in the next week or two and see if that is expected. I thought and think it should only impact newly created service requests and not even ones in flight.
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joeybrown 27 days ago in reply to JoeyB

Hmm weird. Let me get with engineering in the next week or two and see if that is expected. I thought and think it should only impact newly created service requests and not even ones in flight.
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