Keep Custom Field Values on Category Change

Idea created by Matthew Davey on May 25, 2016
    Under Consideration
    Score20
    • Matthew Davey
    • Larry Johnston
    • sonja.haid@ratesetter.com
    • crystal.karanovich@channeladvisor.com

    (Originally posted on 6, October 2015)

    I messaged support about this, and they instructed me to create a feature request.

     

    If you change the Category on an incident, any information put in custom fields is lost.  This is apparently due to the fact that custom Forms and Fields can be scoped to individual categories, but it behaves in this fashion for all category changes.  We are using a single Incident category form (scoped to All), and custom fields are blanked out when the category is changed.

     

    Please allow custom field values to be maintained when changing the category for cases in which the Forms and Fields scope does not change, or fields are not removed when scope is changed.

    What problem will this feature solve?: