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 field values stay the same (stick) or change based on different scenarios:
- If the field is not included on the new form in TDNext, the value stays on the ticket, and is editable in an "Other Fields" section of the Edit screen
- If the field is blank or does not exist on the current form, the default value on the new form will be applied
- If the field is included on the current form and new form in TDNext and both are edible, and the field has an existing value, the values will stay the same and is considered "sticky"
- If the field is included on the current form and new form in TDNext and either form has the field as read-only or hidden, the new value or blank (specified in TDAdmin) will overwrite an existing value
- Note: This configuration can be used to have form fields reset automatically when forms are changed during ticket 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.