Feature Request Summary:

I want to maintain the previous state of the "Customer Action History", "Knowledge Base", and "Application" fields when a ticket is opened from a link in the ticket URL.

Description/Use Cases:

When I open a ticket from view, "Customer Action History", "Knowledge Base" and "App" keep the previous selection.
However, when viewing a ticket directly from the ticket URL, "App" is always selected.
I remember that "Customer Action History" was the default behavior before the modification.

Business impact of limitation or missing feature:

When opening a ticket, the customer's history may often be checked first.

Thank you.