Changing The Form on Existing Tickets

Question

  • What fields change when I change a form on an existing ticket?
  • Is there a way to honor the default value for TDNext in the Responsible field when changing forms?
  • What data stays and what gets overwritten if I edit a ticket and choose a different form?

Environment

  • For changing forms: Technician-level access to TDNext and a Ticketing Application
  • For editing forms:
    • Application Admin access to a Ticketing Application or
    • Global TDAdmin access

Answer

Different fields values stay the same (stick) or change based on different scenarios:

  • If a field already has a default value or a value you entered, and you change the form:
    • If the field exists on the new form and the field is visible in TDNext, the values will stay the same and are considered "sticky"
    • If the field does not exist on the new form:
      • At Ticket Creation: the value is removed, even if you change back to the original form
      • Editing an Existing Ticket: the value stays on the ticket, and is editable in an "Other Fields" section of the Edit screen
    • At Ticket Creation Only: If you click the Reset button next to the form name, all field values reset to the defaults for that form or to blank if no default is selected
  • If the field is blank or does not exist on the current form, and the field has a default value on the new form, that value will be applied
  • If the field is hidden from TDNext on the new form, the default value (specified in TDAdmin) will overwrite an existing value
    • Note: This configuration can be used to have form responsibility reset when forms are changed by technicians after creation 
  • If the ticket was submitted by a public requester who was not signed in, and matching is on OR the requester value is later set by a technician, the original name, email, and phone number typed in by the requester on the form will be overwritten with the matched user record value

Additional Information

  • TDX prioritizes keeping pre-populated data by default, so it keeps values the same when changing forms unless the actions or configuration specifically overrides that setting.
  • Data entered on a ticket will remain on that ticket even if a new form does not have that value to track that the data was entered for that ticket at some point.
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