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Custom template change on ticket when changing category.

  • 1.  Custom template change on ticket when changing category.

    Posted 09-10-2019 10:32
    Dears,

    I need to check with you the possibility of me creating a ticket and categorizing later bringing a custom template.
    But when changing this category I need to change the custom template and delete the first custom template from the ticket.

    Currently this does not happen.

    Because if I put a CCTI the ticket is with a custom template. But by removing this ccti and inserting another CCTI, the so-called gets 2 "Custom Template".

    would it be possible to deploy to ISM?

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    Jefferson Pereira Macena
    IT Analyst
    Fujitsu
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  • 2.  RE: Custom template change on ticket when changing category.

    Posted 09-17-2019 09:58
    Hi Jefferson Pereira Macena, 

    After populating the custom template based upon the categorization and did not updated any values for the custom attributes in that template, Then if you change the categorization the old custom template will be removed and new custom template will be applied on the ticket.

    But if you add the values to the custom attributes and save the ticket , the values will be recorded and will not be removed from the ticket. After changing the categorization then both will be visible in the ticket form.

    Regards
    Jayaprakash 
    Support Engineer
    Serviceaide

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    Jayaprakash Ranabotu
    Support Engineer
    ServiceAide
    Hyderabad
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    Original Message