Values Unassigned due to Deleted/Updated Ticket Field Values

Possible Query:

• I want to change one of the drop-down values from "Cancellation Date" to "Date of Cancellation". Is there any impact that I should be aware of?
• I want to change the name of the field from "Type" to "Issue Type". Will I lose any ticket data?
• I accidentally changed/deleted one of the drop-down values from "Cancel" to/re-added the value as "Cancellation". I lost my ticket data. Can you help me restore the data?

Resolution Path:

1. I want to change one of the drop-down values from "Cancellation Date" to "Date of Cancellation". Is there any impact that I should be aware of?

If the customer wants to rename the drop-down value from one name to another, you will have to suggest the below steps:

• If the customer directly changes the value under the Admin>Ticket Fields, they might lose the ticket data i.e. if there are tickets tagged to "Cancellation Date", they might go to the unassigned state.
• The best practice is to create a new drop-down value "Date of Cancellation" -> bulk update tickets under "Cancellation Date" to "Date of Cancellation"->Delete the "Cancellation Date" drop-down field or hide it via the Set ticket fields app.

2. I want to change the name of the field from "Type" to "Issue Type". Will I lose any ticket data?

If the customer wants to change the label of the field from "Type" to "Issue Type" there will not be any impact on tickets.

3. I accidentally changed/deleted one of the drop-down values from "Cancel" to/re-added the value as "Cancellation". I lost my ticket data. Can you help me restore the data?

If the customer deletes a drop-down value or renamed the value, the ticket data will be lost and cannot be reinstated i.e. if there are tickets tagged under "Cancel", then it might go to the unassigned state.

The best practice is to create a new drop-down value "Date of Cancellation" -> bulk update tickets under "Cancellation Date" to "Date of Cancellation"->Delete the "Cancellation Date" drop-down field or hide it via the Set ticket fields app.