New form to Help Topic don't appear on open tickets.

jmartins

Due to a requirement I have to add new fields to current Help Topics. I currently have a custom Form in certain Help Topic so I figured out to add a new form with it's corresponding fields/custom lists to the same Help Topic, which seems to work pretty well as if I create a new ticket there's my new form.
So what's my question? well, when I edit an already created ticket (created previously to the new form creation) there's no New Form to fill.

BUT! ... if I add a new field to the current Custom Form asociated to the Help Topic, it does appears in New Ticket form AND in editing already created tickes.

Should it work like that? Am I missing something?

I hope I explained myself.
Thanks in advance!

Jonathan Martins from Easter Island.

KevinTheJedi

jmartins

That's expected behavior, yes. We don't show the new Form on existing Tickets as what if they weren't meant to have the Form and only new Tickets that were created afterwards are? So we don't do the guesswork and mess up a ton of old Tickets. Instead we leave existing Tickets alone and apply the new Form to new Tickets. So what you must do for old Tickets is manually attach the Form via the Manage Forms button in the More dropdown within each Ticket.

Cheers.

jmartins

Thanks, as usual, for the quick response!
So, if I understood, I actually can add new Custom Forms to old tickets, but so I have to do it manually on each ticket via the Manage Forms button.

Since I still don't manage hundred of tickets, it seems like it works for me. Otherwise, I'll use currently Custom Form adding the necessary new fields.

Solved 100%
Thanks a lot.

P.S.
Is there any tentative date for 2.0 realease?

KevinTheJedi

jmartins

Not at this time but we are pushing for a preview/release candidate as soon as possible. You can follow the Roadmap and the GitHub Project here:

We made a post recently that talked about the Roadmap progress:

https://github.com/osTicket/roadmap/discussions/66

Cheers.