Possible Query:
I am unable to update the ticket property in a ticket field. Can you help me in fixing this?
Resolution Path:
If a customer mentions that they are unable to update a ticket property, you can follow the below troubleshooting steps:
-> Get a screenshot/video recording of the action they are trying to perform including the error message (if any).
-> All the agents are facing a similar issue.
-> It's happening across all browsers/incognito mode.
-> If the issue persists, we can suggest them share the HAR file when clicking on the drop-down field with us for further investigation.
-> Check the logs using the X-Request ID obtained from the HAR file.
-> Get OA access and see if you are able to replicate it. If the issue persists, look for recent tickets and raise an L2 ticket for further investigation.
If the customer is trying to close a ticket and if they have not filled the mandatory fields for closure that might also be one of the reasons as to why they are unable to update the ticket property. We can suggest the customer check the mandatory fields under Admin> Ticket Fields and ensure they are passing a value to such fields.