Impact Changing From Form A to Form B on an existing Ticket

TPE

We want to create and rollout a new custom form, "Special Ticket Form"

This form will be associated to tickets with the Help Topic = "Troubleshooting"

Two questions:

What is the impact on existing tickets with Help Topic = "Troubleshooting"? Will the existing tickets lose the current form, and be replaced with the new form (empty values)? Or will the existing tickets retain their original form that they were CREATED with? Another behavior?

What is the impact to a ticket when switching the Help Topic from "Troubleshooting" to "Hardware Check". Will the custom form on the ticket disappear along with its data? What happens in reverse (changing the help topic on the ticket from "Hardware" to "Troubleshooting) - with the form on the ticket disappear and be replaced with the new custom form "Special Ticket Form"?

Thanks in advance

KevinTheJedi

@TPE

What is the impact on existing tickets with Help Topic = "Troubleshooting"?

Old Tickets will keep their existing data in the Ticket Details Form and the new Form will be displayed in the headers.

What is the impact to a ticket when switching the Help Topic from "Troubleshooting" to "Hardware Check".

If you change the Help Topic from "Troubleshooting" to "Hardware Check" it will keep the old Form with its existing data (unless the fields are disabled for the "Hardware Check" Topic). If you change it from "Hardware Check" to "Troubleshooting" it will not add the "Special Ticket Form" automatically. You will need to click Manage Forms and add it manually.

Cheers.

TPE

For the benefit of others:

Given that a form named "Parking Garage Fields" is associated to only one Help Topic "Parking Garage"
NEW tickets that are set to Help Topic "Parking Garage" will automatically include "Parking Garage Fields"
When this ticket is subsequently saved and edited to a different Help Topic, the Parking Garage Fields form will remain on the ticket.
If an EXISTING ticket with Help Topic "Parking Garage" was created prior to the form(s) being associated to the Help Topic, the form(s) will NOT automatically (suddenly) appear on the ticket.
Instead, the form can be RETROACTIVELY added to the ticket manually (see the button on the toolbar).

This ticket can be closed