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Clear Category (Incident Area) When Updating Ticket Type

Question asked by KennethHosey on Oct 16, 2015
Latest reply on Oct 5, 2016 by J_W

We have added an activity type to update a ticket to a Request (from an Incident) and an Incident (from a request).  This question is 2 part.


1. I have added the CR Category to the form but I'd like to clear out that field so the user has to choose a new Category any time they update the ticket type.  This, obviously, is because the Incident Areas and Request Areas can be different.


2. Is there a way to default or remove the option in the "Ticket Type" dropdown to only show the opposite type that the ticket already is?  For instance, when I add it now, since the ticket is already and Incident, both Incident and Request show in the dropdown and I'd only like it to show Request or at least default to Request.