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If I update/change an existing Field in 'Ticket Fields' page, what would happen to existing data?

  • 13 June 2023
  • 5 replies
  • 101 views
E
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Hello, 

 

So there is an existing field called ‘Category’ and let’s say the value goes something like this:

Software
	MS Office
	Teams
	Windows
	Chrome
	Internet Explorer
Software (Replace Above with This):
	Office 365
	Operating System
	Web/Browsers
	Others

 

So first ‘Software’ is our exsiting Category (and Sub-Catgories) and I would like to replace it with the one below it (Values are completely made up for demonstrations). Let’s say there are already Closed tickets and some Open one that has been assigned ‘Software’ Category and whatever sub-categories. 

 

What would happen if I just replace all sub-categories in ‘Software’ category with Sub-Categories from ‘Software (Replace Above with This)’? 

  1. Would this make all ‘Sub-Categories’ values for all existing/closed tickets to be blank? 
  2. Would it remain the same? 
  3. Would it ask me to replace the value for all existing/closed tickets?   

 

 

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Best answer by eeha0120 14 June 2023, 17:08

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5 replies

eeha0120
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Userlevel 7
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Hi.

Existing tickets will retain its original data

But if any of those tickets are still Unresolved, data would need to be updated on them with the new set of data.

 

Regards,

 

Elvis Henriquez
eeha0120
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P.S.:

For analytics, you will be able to see the old data, but you won’t be able to filter out by the old data; only for the new data, so, if having reports relying on that, they might need to be adjusted.

 

Elvis Henriquez
Daniel Söderlund
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Userlevel 7
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What I do is to add the new values and then change the tickets with the old value and then remove the old values. 

Solution consultant @ synerity.eu, A new error is always a sign of progress!
jackieguerrero
Rank

Hello, 

 

So there is an existing field called ‘Category’ and let’s say the value goes something like this check here:

Software
	MS Office
	Teams
	Windows
	Chrome
	Internet Explorer
Software (Replace Above with This):
	Office 365
	Operating System
	Web/Browsers
	Others

 

So first ‘Software’ is our exsiting Category (and Sub-Catgories) and I would like to replace it with the one below it (Values are completely made up for demonstrations). Let’s say there are already Closed tickets and some Open one that has been assigned ‘Software’ Category and whatever sub-categories. 

 

What would happen if I just replace all sub-categories in ‘Software’ category with Sub-Categories from ‘Software (Replace Above with This)’? 

  1. Would this make all ‘Sub-Categories’ values for all existing/closed tickets to be blank? 
  2. Would it remain the same? 
  3. Would it ask me to replace the value for all existing/closed tickets?   

 

 

If you replace all the sub-categories in the 'Software' category with the sub-categories from 'Software (Replace Above with This)', the behavior and impact on existing/closed tickets will depend on how the system or database managing these categories is designed.

Sub-categories remain the same:

Blank Sub-categories:

Manual Update Prompt:

 

Daniel Söderlund
Rank
Userlevel 7
Badge +13

Hello, 

 

So there is an existing field called ‘Category’ and let’s say the value goes something like this check here:

Software
	MS Office
	Teams
	Windows
	Chrome
	Internet Explorer
Software (Replace Above with This):
	Office 365
	Operating System
	Web/Browsers
	Others

 

So first ‘Software’ is our exsiting Category (and Sub-Catgories) and I would like to replace it with the one below it (Values are completely made up for demonstrations). Let’s say there are already Closed tickets and some Open one that has been assigned ‘Software’ Category and whatever sub-categories. 

 

What would happen if I just replace all sub-categories in ‘Software’ category with Sub-Categories from ‘Software (Replace Above with This)’? 

  1. Would this make all ‘Sub-Categories’ values for all existing/closed tickets to be blank? 
  2. Would it remain the same? 
  3. Would it ask me to replace the value for all existing/closed tickets?   

 

 

If you replace all the sub-categories in the 'Software' category with the sub-categories from 'Software (Replace Above with This)', the behavior and impact on existing/closed tickets will depend on how the system or database managing these categories is designed.

Sub-categories remain the same:

Blank Sub-categories:

Manual Update Prompt:

 

The tests I have done is that the category is a string value that they match to the free text field. 
So it’s not index based fas as I understand it. 

Solution consultant @ synerity.eu, A new error is always a sign of progress!

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