When selecting a custom field in an existing ticket, if that field has a worksheet attached to it, it doesn’t add it to the ticket. It will only work if you do it when creating the ticket. It should be able to apply to a ticket if it is added after the fact.
4 Likes
The automatic application of worksheets only happens on ticket creation. I can see how it would be helpful if that behavior also extended to updating existing ticket. I’m going to move this over to the feature request category to make sure it gets logged for the Product Team to review.
Since like 99.9999999999999% of our tickets are created by the user through the portal or email, This feature is completely useless to us unless it can work when users create the ticket or after the fact. Our techs rarely create tickets.
2 Likes
Also, the documentation should reflect this fact.
2 Likes