Changing options in custom field and fixing issues

NoName_ffzb3m

1. If I have to change the name of one of the options in a custom field, will I have to update the form conditions and will it impact historical entries? We have a custom field of Department. A dept recently changed their name and wants it reflected in all the forms/on tickets. If I change the name in the custom field options, will I have to go and change everything else that reflects it, like conditions in forms and how does this impact already closed tickets? Will it show the old or new name?

2. If I need to re-resolve a ticket to fix a resolution on several tickets and the status is from Resolved to Resolved, will the customer and participants get a notification and/or is there a way to turn it off within the workflow itself? They are set to be notified globally but I don't want notifications to go out for these tickets that have to be fixed.

Jeroen Poismans

Hi

1. Custom field change

This will indeed impact historical data if you are to rename an option. Better approach here would be to disable the old option and create a new one for the new department. That way the historical work items will still have the old value, you just won't be able to select it anymore on new and open work items.

You will however in both cases have to correct conditional logic in forms based on the old value.

2. Resolve -> Resolve

The way I would go about this is indeed by having that sort of transition, but execute it with the bulk change from the issue search. There you can indicate whether this action should send an email notification.

Be aware: This only applies to the action itself, any automation ... etc triggered by this action will still send a notification if configured to do so.

If you really want to be sure and if thats's possible: In a downtime window, disable the SMTP (outgoing mail), do the correction, re-enable the SMTP.

Hope this helps!