Saving Custom Field overwriting Default Value
Problem reported by Jonathan Garber - May 26, 2017 at 4:30 PM
Known
Anyone else seeing this?
When a user updates the value for a custom field in their settings. Whatever they put there is being saved as the default value for the entire custom field itself.
 
Custom Field Name: Nickname
Custom Field Default Value: ??
 
User edits their field
Custom Field Name: Nickname
New Value: Nick
 
Now if we go into the admin panel and look at custom fields and look at "Nickname" this field will now show "Nick" as the default value.
 
Anyone else seeing this?

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Jonathan Garber Replied
This is on 12.6 the latest patch claimed to have resolved an issue with people custom fields and default values. It seems they didn't really resolve it, just made it worse.
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Derek Curtis Replied
Employee Post
Hi, Jonathan
 
I just tested this but I can't replicate it. I'm able to create a custom field, set a default value (???) and then change it on a per-ticket basis as an agent and the default value stays the same. So, let me ask a few questions:
 
1. What does the custom field apply to? People or Data?
2. What's the Data Type of the field? 
3. Does this happen with every custom field or just one?
4. What Role do the "users" who change the custom filed have? And are these Agents who are changing the field or actual end users? 
 
If you want to screenshot the settings for at least this Nickname field and DM them to me, I'd be happy to take a look. 
Derek Curtis
COO
SmarterTools Inc.
(877) 357-6278
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Derek Curtis Replied
Employee Post
Jonathan,
 
I was informed that there was still an issue where if the custom field was edited in the My Preferences area, that this overwrote the default value. Is this where you're seeing the issue? 
Derek Curtis
COO
SmarterTools Inc.
(877) 357-6278
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Von-Austin See Replied
Employee Post
Jonathan,
 
We've created you a ticket based on this community post and will be glad to work with you further to ensure the issue gets resolved. Please check your e-mail, or access the ticket section of our portal for more information. 
Von See
Technical Support Supervisor
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

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