Our helpdesk has created a new custom field for intentional damage to devices. This custom field is set to be automatically applied to any ticket that has the “RMA” Issue. What we are expecting to see is that any ticket that currently has that issue assigned to it updates with that new custom field. What we are actually seeing is that if a ticket is opened under a different issue and it’s changed to “RMA” the custom fields don’t update to reflect that new issue. We are also seeing that if the ticket was opened before that custom field was added it will not get the new custom field.
Is anyone else experiencing anything like this? Is this working as intended and if so, how to I get the new custom field added to all tickets with this issue?
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I think this is related to an existing issue we are facing with custom fields. My suggestion would be to add a support ticket so they can update that internal ticket and get this fixed for y’all. Thanks!
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