Hi, we're having an issue where users are updating, assigning, or transitioning tickets, and when it reindexes or saves or whatnot, it suddenly sets some of our customfields to null. This happens randomly on probably about 1/100 of our issues and we have NO idea why it is.
Here's a screenshot of a changegroup in our database where this happened. The bottom row is the field that the agent wanted to update. The top two rows just got dragged along with it for some reason, and mysteriously got set to null.
Another interesting thing is that this seems to happen on the same handful of customfields, several of which are related to our company's revenue--so you see why this is problematic.
My best guess is that this is some kind of bug related to indexing. Just wanted to check if anyone had any ideas or experienced something similar.
It's not the indexing - that only reads the database, doesn't write. It's something in the change process.
I would start with a proper look at the history - what does that say (changeitem is only part of the history, I'd like to see all of the entry for the change)
You definitely have some custom code somewhere - the history tab should show all updates on all fields on the issue.
In fact, I'd start to suspect that whatever is hiding (or possibly damaging?) your history is quite possibly the cause of the problem.
I've heard the 'yes we have code, but it doesn't touch that' many times in the past on multiple applications and it almost always comes back that the code did cause the problem but either the current staff didn't know the extent of the code or there was a bug and you just met the condition that triggered it. I had something running in production for about 18 months before the situation came up that uncovered the bug.
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