Tools

Custom fields do not change when selecting a new request type

This article addresses an issue where selecting a new request type with the same Pop-up Menu field type displays the values for the previous request type.

First published date

11/29/2018 10:59 PM

Last published date

4/8/2022 1:07 AM

Overview

When you select a new request type with the same Pop-up Menu field type, the custom field is not refreshed and displays the values for the previous request type.

Product section

Web Help Desk

Cause

The data is retrieved from the WebObjects cache instead of loading a new set.

Resolution

Resolution 1:
Set the first pop-up menu item as empty. This workaround only applies to Pop-up menu items

To modify the menu item:

  1. Click Setup > Tickets > Ticket Custom Fields.
  2. Click the Type drop-down menu and select a value.
  3. Enter a label name.
  4. Start the Options string with ;
  5. Click Save.
Resolution 2:
Go to Setup> Tickets> Options> Automatically Delete Obsolete Custom Fields

If checked, custom fields that are rendered obsolete (by changing the request type of a ticket to one that doesn't support those custom fields, for example) will be removed from the ticket regardless of whether they have a value.

If not checked, only the obsolete fields that are empty are automatically removed.

Deleted custom fields that are not empty will be noted in the Ticket History.