Cannot change "Customer" when editing MSP Manager ticket

Last Modified

Wed Feb 19 01:19 GMT 2020

Description

  • Cannot change "Customer" when editing MSP Manager ticket
  • Customer box is grayed out with on-hover tooltip "Customer cannot be changed when responses are present to protect potentially sensitive information".

Environment

  • MSP Manager

Solution

  • After a Response is added to a ticket the user cannot change the "Customer" field
  • If its imperative to change the Customer for a ticket that already has a response, follow the steps below as a work around:
    1. In the Helpdesk tab, click Add Ticket and assign it to the correct Customer.
    2. Fill out required fields and click Save Ticket. (This will function as the original ticket after merging)
    3. Open the ticket assigned to the incorrect Customer and click Merge Ticket.
    4. Search for the original ticket subject or ticket number.
    5. Highlight the ticket to be merged and click Merge.

This single ticket will then include all the responses from the original ticket.