Issue symptoms
I'm trying to change the form on a ticket. However, the ticket form keeps reverting to the original value.
Resolution steps
A ticket form may automatically change after a ticket update for the following reasons:
- A trigger acted on the ticket
- The contextual workspace feature enforces the ticket form for your workspace
Verify if a trigger is firing
Open the ticket events and check if a trigger changed the form. You may need to correct the conditions of your trigger.
Ensure that contextual workspaces are not enforcing the ticket form
Verify if contextual workspaces are in use on the account. If you have contextual workspaces enabled, you may have conditions, such as AI conditions or custom field conditions, which influence the appearance of the ticket form.
If an active workspace exists, confirm if the ticket matches the conditions for your workspace. You can change your conditions so that the ticket no longer matches the workspace.