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Emmanuel Lepessec
Joined Dec 14, 2021
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Last activity Dec 17, 2021
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Latest activity by Emmanuel Lepessec
Emmanuel Lepessec commented,
Hi again
Still stuck... I don't want to change the values nor the tags in thousands of existing tickets, where I have quite a lot of them still open. I would like to propose new values though, to better qualifiy my tickets, so I thought I would start using new fields. But how to handle transitions between "old" tickets and "new" ones? I have to make my new fields visible in order to use them, but I can't hide the old ones, as they must still be seen by my customers, at least till their tickets are closed. Which results in a quite confusing display...
I just can't figure out how I could solve this in a simple way...
Regards
Emmanuel
View comment · Posted Dec 17, 2021 · Emmanuel Lepessec
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Emmanuel Lepessec commented,
Hi Heather
Thank you for your reply. :) Yes that could be a solution, but unfortunately our old values are really too different from the new ones... This is particularly a problem on one of our lists which contains far too may options for the moment, and we want to reduce the number of choices.
I think we don't really have the choice: we will need to create new fields, and make the current ones "agent only", so that they appear only in the backoffice.
But, as we also need to synchronize with another support platform from one of our partners, and as we don't want to ask them to create new fields either, this causes us another problem...
Our situation is not simple... :)
View comment · Posted Dec 14, 2021 · Emmanuel Lepessec
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Emmanuel Lepessec commented,
Hello
If I understand well, there is no way do "disable" values in a drop-down list, so that we may change the proposed values at ticket creation without loosing historic data?
What we want to do is : continue using the same field, but propose some new values to our customers, that better fit our needs and their understanding. At ticket creation, we would like our drop-down list to display only the new values, and not show the old ones. But we don't want to loose data from old tickets. How do we do this ?
Thank you
View comment · Edited Dec 14, 2021 · Emmanuel Lepessec
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