My question is if I remove an option from a custom dropdown in Ticket fields, will tickets that have this value be set to empty, or will they retain the value? If they retain the value, can these still be found/filtered in the statistics module, or are these unmapped values now only visible when you look at individual tickets?
We apologise for missing out on this! Hope you were able to find the solution to this query.
Each field and its value will be mapped to a backend ID. If it’s removed, edited or modified, the field value will be set to null in the associated areas like tickets and reports and this is the behavior of the product.
Here’s a workaround that could be helpful in such cases. Let us know if this works!