Moving Ticket to new Queue and retaining field values
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
SET HD_TICKET.HD_QUEUE_ID = 7,
HD_TICKET.OWNER_ID = (select USER.ID from USER where FULL_NAME = CUSTOM_FIELD_VALUE3)
(HD_TICKET.ID in (<TICKET_IDS>))