HelpSpot Help Desk Software | HelpSpot Blog | HelpSpot Support

Save Custom Fields when category changes?


#1

Hi - when a request category is changed, is there a way to save the custom fields that were input with the original category? We frequently have the situation where multiple groups have tasks to do to complete the request, so the category is changed to route the request to the proper group, and each category has it’s own set of custom fields. However as the category changes, the custom fields values input for the previous categories are lost. So a typical scenario is:

  1. Request is opened with Category A. Custom field XYZ appears and is input for category A.
  2. Request is updated and changed to Category B. Custom field XYZ is does not appear for category B.
  3. Request is updated and changed to back Category A. Custom field XYZ is again on the form, but the original value is gone.