Issue after deleting Subject from Ticket Details form

m-law

Hi,

We find the "subject" field can be quite arbitrary as the help topic is usually the "subject".
I tried deleting the subject from the ticket form and then got a phone call from an agent saying every user on the system could not see their tickets. So I recreated the subject in the Ticket Details form and the issue was resolved, but for the fact the subject is blank when viewing the ticket in any queue.
Is there a way to remove this "Subject" field? I've changed it to "optional" but I now have a load of tickets under each user with blank subjects. it would be good if that column could be removed.

m-law

Well I think I found the issue.
When you delete a field it asks you if you want to delete the data. I ticked this box without reading it properly so I must have deleted it.
But it does still seem to show the subject within the ticket. So I wonder if there is a way to copy that data back into the field that shows in the ticket queues.

KevinTheJedi

m-law

You would need to regenerate the ticket data table but this will only work if the field data references the correct field in the form_entry_values table and such.

Cheers.

m-law

KevinTheJedi Am thinking about running a query, if it's possible, to copy the help topic name to the subject in all tickets.

KevinTheJedi

m-law

You could do that you would just need to select the help topic name from the help topic by the ticket's help topic ID. Then you would need to relate each form entry values record for each ticket and update the value to the help topic name and then after that you’d need to drop and recreate the ticket cdata table.

Cheers.

m-law

Out of interest, what is the point of the cdata table, if it's seemingly built on other data within the db?

KevinTheJedi

m-law

To reference certain field data without doing lookups, etc. to make grabbing the data for queues and such faster.

Cheers.