When an agent create an issue, the customer field changes from what the original value was entered in that field

[Mai Tran]

We have a field called Customer. It is a "Select List (Single Choice)" type field with about 10 options entered in for the agent to select. We noticed that when the agent creates an issue, they would originally put Saturn as the customer. But once the issue is created, it looks like the Customer field would change to Venus as the customer. Each agent is in multiple groups such as Saturn and Venus if that matters. It might has something to do with the way our post function is set up. One of our post function is: The field Customer will be set according to the evaluation of Summary against the following set of rules: [isInGroup(% {Reporter}, "Saturn")]Saturn [isInGroup(%{Reporter} , "Venus")]Venus Cause our customers (non-agents) would be put into one group so when they create a ticket, it will automatically change the Customer field to the group they are in. But for agents, the Customer would change into different customers, it's not a consistent customer that the customer field would change for the agent. But we don't understand why the field would change at all after we select the customer. This seems to be a bug.

[Fidel Castro Armario]

Hi Mai,

Can you, please, attach a screenshot of post-function's tab of transition Create Issue?

Do you want the selection done by an agent at issue creation not to be overridden by the post-function?

[Mai Tran]

Yes just for agents. For non agents they are not given an option to choose the customer field so the post function should apply to them.

[Fidel Castro Armario]

Please, do the following changes:

• Move post-function "Creates the issue originally" to first position of execution order.
• Check parameter "Don't overwrite target field if it's already set.". You can find it below select list of parameter "Target field to be set".

[Mai Tran]

Check marking "Don't overwrite target field if it's already set." Seems to have helped. I have manage to create a ticket and the customer field did not change. Thanks for your help.

I don't know if it matters but I couldn't move the post function. "Creates the issue originally" up. The arrow was grayed out.

Thank you, Mai

[Fidel Castro Armario]

Maybe in this particular case it doesn't matter, but it's probable that you discover new problems in the future caused by the fact that you executing post-function before actually creating the issue.

You have arrows available in the post-functions to move them up and down. You should move the post-function down, and this way you achieve to move "Creates the issue originally" to first position of execution order.

[Mai Tran]

Ok, yes I have managed to move the Creates the issue originally to first position by moving the other post-functions down. Thanks a lot for you help! Will open new ticket if problem persists. Thank you.

-Mai

[Mai Tran]

Thank you. Resolving ticket.