How can I make a manual adjustment to the custom fields we made, again?

[Marco Antonio]

Until mid-January it was possible to edit specific fields of our service management project. However, recently, we are no longer able to edit fields during the handling of a  service desk ticket.

However, I urgently need to make manual changes to internal processes, how can I configure this type of manual adjustment, please?

[Édpo César · Accepted solution]

Hi, @Marco Antonio ,

What type of manual adjustment you wanna do? Change the values, title?

[Marco Antonio]

Hello Edpo!

Exaclty, I would like to change the values. But it's not possible anymore.

[Marco Antonio]

Not the default values in the configurations,  but the values during the performance of a ticket on the help desk. Could you help me please?

[Marco Antonio]

Example we have this custom field names "Squad Responsável" in portuguese. When my client Oppened that ticket the value was defined as "Conta digital". But' I'd like to change for another value, as for exemple, plataform team.

[Édpo César]

Oh, I got it. To be honest you still can do this. Please, follow theses steps.

1. Press dot (.) in any page in your instance

2. Write "Custom fields" and choose the same option.

3. In search field, search the custom field that you want to change.

4. Press in the 3dots option and choose Default Value and Contexs and change what you want.

Could this steps helps you?

[Marco Antonio]

Not exactly. 

Default value I know how I can change.

[Édpo César]

OK. Could you send a ps from your problem? Maybe this could help us.

Thanks.

[Marco Antonio]

Portuguese Version:

Vi que você é brasileiro rsrs
Vamos lá,
Primeiro, meu cliente abriu um chamado referente a um problema. Quando ele abre um ticket é definido uma squad de atuação responsável. Porém, durante o tratamento deste ticket precisamos alterar esta squad responsável.

Até meados de janeiro eu conseguia alterar um campo que nós criamos para processo interno. Hoje já não é mais possível. O campo "Squad Reponsável" está bloqueado quando entro internamente no ticket.

English Version:

I saw that you are Brazilian lol
So,
First, my customer opened a ticket regarding an issue. When he opens a ticket, a responsible action squad is defined. However, during the treatment of this ticket we need to change this squad responsible.

Until mid-January I was able to change a field that we created for the internal process. Today it is no longer possible. The "Responsible Squad" field is blocked when I enter the ticket internally.

[Édpo César]

Yeah, I'm Brazilian. o/

Oh no problem. You can't edit this field because it is not include your Configure Screen.

Lets make a test? In your ticket, click on Action option (3 dots). Choose the Find your Field option, and there, wrote your custom field name that you want to edit. 

Maybe you will receive a error mensage informing that you custom field is not included in  your Configure Screen, go to this screen and add it.

[Marco Antonio]

Actually, i did not receive an error :(

[Édpo César]

OK. Did you check your Configure Screen?

Something like this screen:

[Marco Antonio]

Yeah.

I Already did it and everything is ok. Nothing that explains why i couldn't edit this field.

[Édpo César]

@Marco Antonio ,

Do you are Site Admin in this project?

Could you check, in Project Settings, if your field it is included in these screens below?

[Marco Antonio]

Nice! You got it!

Thanks, You help a lot!

[Édpo César]

Nice, Marco.

Please mark my answer as accepted to help others.

[Marco Antonio]