Environment
ZENworks Service Desk 8.1 Item Configuration
ZENworks Service Desk 8.1 Service Configuration
ZENworks Service Desk 8.1 Service Configuration
Situation
Editing a custom field on Configuration Items or Tickets resets some or all custom fields on that object to default or blank when the object is saved.
Resolution
Contact Technical Support for a patch for 8.1.
Future versions of Service Desk will ship with this fix in place.
Cause
If the field is set to "Customer Visible: No" then, on saving the item, the field value is getting reset to the default value.
With the fix in place, if the value for such a field is not defined by the user (i.e. is null) only then will it be set to the default value.
Status
Reported to EngineeringAdditional Information
Steps to recreate
- Log in as a Technician
- Go to any object (Service Request, Incident, Problem) that uses custom fields
- Note that the Details section is populated with custom data
- Edit one of the custom fields
- Save...
- Note that the custom data has now been removed or returned to its default value
- Navigating away and returning to this item shows the data is still missing or, in the case of drop-downs, returned to default
- This happens on Items, Service Requests, Problems, Incidents, etc