Not sure what I'm missing here.

I have 2 identical queues.  All categories, priorities, etc. are the same.

I have a rule to move a ticket from queue a, to queue b when a specific status is selected. 

The move works great however after the rule is ran:

·     When the submitter views the ticket the category, priority, impact, etc. all show up blank. 

·     When the owner views the ticket the first value (not the default) in each of the lists (category, priority, etc.) are show. 

·     When the owner saves the ticket the following changes are logged:

    • Changed ticket Category from "" to "General Technical::Unable to Proceed".
      Changed ticket Impact from "" to "Closing today".
      Changed ticket Priority from "" to "Medium".

What I want is all values other than the ones I'm updating in the script to remain the same.  What am I missing?  Here is the update script I'm running

update HD_TICKET
            SET HD_TICKET.HD_QUEUE_ID = 7,
                  HD_TICKET.OWNER_ID = (select USER.ID from USER where FULL_NAME =    CUSTOM_FIELD_VALUE3)
            where
            (HD_TICKET.ID in (<TICKET_IDS>))

 

 

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I was able to achieve what I wanted using custom fields and multiple rules.
Answered 06/24/2014 by: mds1981
Senior Yellow Belt

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