Custom Attributes Wiped Out When Changing Attribute Dependency
Has something changed, or perhaps I am losing my mind? I seem to recall when you had custom attributes associated with an attribute dependency, when you filled out values for the attributes and saved the ticket and later changed the triggering attribute dependency, it would display the new custom attributes it should but also kept any custom attributes that had values filled out. Now, when I test that, it always wipes out the content of the previous attributes if they are not explicitly associated with that attribute dependency choice. Has that changed at some point? Am I making this up?
Is there a setting anywhere that controls that behavior?
As a use case, we have a group that is using a Package Status custom attribute and attribute dependencies. This allows them to move a package along and fill out fields as needed as that attribute changes. However, they lose data from previous choices along the way which is certainly not the behavior we want in that scenario.
Thanks!
Answer (1)
Hi Charles,
I think I do recall that behavior being the case, however it was changed to explicitly drop values of a custom attribute if the currently selected parent option would not allow that child attribute to then be displayed per dependency configurations. It equates to being an invalid option and so it would not be retained.
I suggest reconfiguring your attribute dependencies so as they change options on the parent field, *more* child fields appear so they can track their status on this, rather than limiting the visibility of the child attributes by parent choice.
Sincerely,
Mark Sayers
Sr Support Consultant, CS