MSP Manager Troubleshooting
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:
- In the Helpdesk tab, click Add Ticket and assign it to the correct Customer.
- Fill out required fields and click Save Ticket. (This will function as the original ticket after merging)
- Open the ticket assigned to the incorrect Customer and click Merge Ticket.
- Search for the original ticket subject or ticket number.
- Highlight the ticket to be merged and click Merge.
This single ticket will then include all the responses from the original ticket.