kricker

If you delete the legacy fields, they are still available in the database. You just need to run a report on the database to pull legacy info. We've had to do this because WHD doesn't have that functionality in the UI. If you use the Postgres database then I highly recommend moving to SQL for this reason.

Sounds like you need to use Change controls. 

I think you're better off using an action rule to pull the data from the custom fields that you need into an email to that group. OR using an action rule to fire off another task to that group. I'd first set up the request type, then map it to a task, then create an action rule.

We use the location custom fields to define numbers assigned to different locations, those numbers can then display in tickets with that location. We depend on that number for a bunch of things so it works for us. You could use them for different TYPES of locations too, such as which stores are Superstores and which are…

As far as I know, what you are looking to do isn't available in the UI. 

You should mark this answered, the person before me gave you the correct solution.

You can make a task, make the task element run an approval process, and then create the approval process and tie it to the task. Then you run the task on the ticket from the Group Tickets view. Or, you could do Kelly's idea from above, which doesn't require a separate process but requires an action rule tied to a custom…

Are you updating via SQL, Postgres or the WHD UI? Are you just uploading the files to the Options in the Custom Field or are you using one of the WHD import templates? I know in certain situations, I have had to clear my cache and restart the browser before it would show me the changes I've made, especially if I've done a…

Can you do this with an existing Problem ticket? Or does it only work for certain ticket types?

I had the same issue and it was because the syncing is not matching up in WHD and our LDAP. It needs to match in order to prevent these from happening - if something is changed on the client object in AD then it won't match what is in WHD UNLESS you have the syncs timed so the new information syncs in quickly after you…

Same issue here, I opened a ticket for it.

You can change the Display Order of each one until you get the order you want, but you'd have to do it manually one by one. It doesn't include an option to alphabetize or use categories or anything like that. Source: we use almost 200 custom fields.