Ticket Updates

[mhequipit]

The custom fields that we created using the add-on you sent for more custom fields did a great job.  However when we change something in the ticket with the ticket editor, it shows up in the header, but if you pull up the ticket, the information is the same.  How do we fix this?

[Alex]

It should not change. Trouble Ticket Express supports unlimited number of custom fields. Values of these fields are simply added to the very first message. This is what you see when access ticket page. You may not search on these values, you may not modify these values. They are just a part of message text.

We provide optional module, Layout Designer, that allows storing up to 10 custom fields in the ticket database. You have this module and some of the custom fields are stored in the database. You may search on and modify values of the custom fields that are stored in the database.

If you have Layout Designer module the designated custom fields are being processed both ways - as text addition to the very first message and as field in the database. However any modification to the custom field in the database will not affect the value stored with the first message, the message always allows you to review original values.

[mhequipit]

So it won't update the information in the current view of the ticket???