today i experienced the following critical problem:
We already had a service catalog template called "access permissions".
With this the users were able to ask for some permissions.
Inside of this template there was a single line text field.
This template was used very often before. After each request for permissions an email was sent to our managers for approval.
Now i edited the template:
I deleted the single line text field and added a paragraph text field.
The template is working very well. BUT:
In all of our old tickets who was based on this template the content of the single line text field was deleted.
If we would be a larger iso certified company, this could be a game changer!
How can this be? For me this isn't the meaning of a template, right?
Is this a bug or feature? ;-)
Looking forwar to hear from you.