Dynamic Fields Issue

[Paulc]

Hi. We have added some Dynamic Fields (tickets/dropdowns) and incorporated these into various screens. We are finding an issue when using them:

We have added a Dynamic Field to the Agent Add Note screen. If an agent attempts to use the field, the system automatically populates the State field with the first valid State (from the alphabetically sorted list of valid States). Usually we only need to add a note, update the dynamic field and leave the state as it was. Is there a config setting that controls this please?

[yuri0001]

Hi!
Try to see params in SysConfig in Ticket -> Frontend::Agent::Ticket::ViewNote

Ticket::Frontend::AgentTicketNote###State

Ticket::Frontend::AgentTicketNote###StateDefault

[Paulc]

Thanks. I have checked these two configs options out and:

AgentTicketNote###State switches the option to update the state when adding a note on and off. We need this option enabled so that Agents can change the ticket state when adding notes.

AgentTicketNote###StateDefault will change the State to the default one whenever a new note is added

Neither option allows the currently selcted state to be retained

[dcorbera]

You can try to uncheck the fields...

[Paulc]

Tried that and again no joy. I can seem to either display the State field and have it automatically update as described previousy when a dynamic field is updated, or hide the State field so that agents cannot update it. Neither option works for us. We just want to be able to update the dynamic fields without impacting previously populated fields.