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Removal of Insight custom fields from Customer Request Types


I had a strange occurrence happen when resolving an issue with our Insight add-on this  week. 

A recent update for Insight had introduced a bug to the system, making it so customers could not see/select any Insight objects within customer request types.

My institution utilizes Insight objects in customer request forms, to provide customers to specify the help/support they need based on the preset Request Type value in the form.

The temporary solution to resolve the customer visibility, was to downgrade versions of the add-on. Once we did this, we found that every Insight custom field that was in a customer request form, was completely removed from each form. 

We had to go back, and add each Insight field back to the form, so it could function as it was designed. 

No data within Insight was affected by our downgrading (data I had added previously was still there), so were are unsure as to how these fields were removed from forms when it was not done by individual with permission to.

Let me know if any other info would be helpful, thank you!


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