Picking a Service clears text in subject and Text fields

[otrsgsy]

I have setup dynamic ticket templates so that when certain Services are selected different dynamic fields appear on the form. Unfortunately we have just discovered the following issue:

An agent answers the phone and creates a new ticket while speaking to the customer. They complete the Customer, Subject and Text fields to gather the details of the issue and then ends the phone call to complete the Queue, Service, Dynamic fields. There is no issue when the Queue is completed, however as soon as a Service is selected the Subject and Text fields are wiped due to the form reloading!!

I did think that we could tell our Agents to make sure they pick a Service first, however the Subject and Text fields will again get cleared if a different Service is selected.

Please tell me this is a configuration error.

Thanks, Dan

[crythias]

This is an issue with how you've decided to implement your result.

[otrsgsy]

Thanks for the quick response, however could you advise how I can stop this from happening?

[otrsgsy]

We have temporarily disabled the dynamic ticket template add-on and forced all of the required dynamic fields into the new phone ticket so they load straight away. There is now no re-loading of the form when picking a service.