Changing the Form During Ticket Creation

Tags kcs

Question

  • What fields change when I change a form during ticket creation?

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 field is removed and any data in the field is lost even if you change back to the original form
  • 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 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 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 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

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.
Print Article