Some properties are kept when changing the category on a ticket

Document ID : KB000044072
Last Modified Date : 14/02/2018
Show Technical Document Details

Issue: 

After changing the category on a ticket (incident/request/change/problem/issue) that has properties on it, some of the properties are being kept and some are not.

Environment:  

CA Service Desk Manager (all versions)

Cause: 

The cause of this behavior is two-fold:

First, the reason that any properties are being kept at all after changing the category is that an option called "keep_tasks" is installed in options manager.  Although the name of this option may not seem like it is related to properties at all, the option, when installed, allows all properties, regardless of their value, and all classic workflow tasks, to be kept when the category on a ticket is changed.  

Second, the reason that only SOME of the properties are being kept, and not all of them is because an option called "delete_null_properties" is installed in options manager.  This option, when installed allows for any properties that have NULL values in them to be deleted when the category is changed on a ticket.  It will keep any properties that had values in them and were not NULL.

**NOTE: Properties that are check-boxes will never be NULL as they are a either Yes or No, or 1 or 0, and thus will always have a value, so they will not be removed if the "delete_null_properties" option is installed.

Resolution:

The resolution to this is based on what your specific needs are.  Here are three scenarios as an example:

 

Scenario #1:  You want ALL previous properties from the previous category removed, and only new properties from the new category to show on a ticket when the category is changed.

Solution:

- Uninstall the "keep_tasks" option  **NOTE:  Uninstalling this option will also cause any classic workflow tasks to be removed when the category is changed.

- Uninstall the "delete_null_properties" option

 

Scenario #2:  You want to keep ALL previous properties from the previous category regardless of their value, and have the new properties from the new category added on a ticket when the category is changed.

Solution:

- Install the "keep_tasks" option  **NOTE:  Installing this option will also cause any classic workflow tasks to be kept when the category is changed.

- Uninstall the "delete_null_properties"

 

Scenario #3:  You want to keep only previous properties from the previous category that have values in them (which will include any checkbox type properties), removing any properties that had NULL values, and have the new properties from the new category added on a ticket when the category is changed.

Solution:

- Install the "keep_tasks" option  **NOTE:  Installing this option will also cause any classic workflow tasks to be kept when the category is changed.

- Install the "delete_null_properties"

 

Additional Information:

 

See more information about Options and Options Manager here