I'm trying to change a custom field in a service desk ticket.  I have defined the custom field as "user" for the Field Type.  I can change the user with the web interface when submitting a ticket but when I try to change that field via email it will not change.  (ex: @Name=firstname last name)  I can change other fields via email but not this one.  This issue seems to be happening with field with the type of user and not text.  Has anyone else ran into an issue like this?

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  • I just tried the @custom_field_# to try to update and it doesn't work either. The change shows in the history of it but doesn't update the field. I think it may be a glitch in the system.
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With a custom field you may have to specify the custom field value to update the field rather than the field label. i.e

@custom_field_5=Firstname Lastname
Answered 10/12/2015 by: Hobbsy
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