Product categorization being removed after Reqest Participants added to ticket.

Question

We have an automation rule where the operational categorization and other fields are being set when a ticket is opened. On a subset of our tickets, when the Request Participants are added to the ticket, the operational categorization is being stripped.  Any reason why this would happen and how to prevent it?

Paul Neat · Answer

Hi Carolyn,

Thanks for your response.  Hum... I am thinking it is not related to this bug because the requested participants are being successfully added, then being removed.  Seems like it is more of an automation issue, but perhaps related to GDPR changes?

Thanks,

Paul

carolyn french · Answer

Hi Paul,

I just ran across something that is messed up because of this. I wonder if it is affecting your automation rule too. Can you check to see if it's just with the request participants that are portal-only (since those are the usernames that are affected by this change)? The blog post says it's a temporary change (cross our fingers).

Hope this helps,

Carolyn