This is driving us mad! And any help is very gratefully received!
We have created a new category object on Incident called "Template", which basically has a title and a template-text field. When a user selects a Template category it uses a Business copy rule to populate the main call field with common information (copied from the template-text field).
For example, a Template category for "Account Issue" will populate the call details with, say, "User called about an acount issue, we did the following:"
Service Desk staff would then fill in the remaining call details saving time and allowing us to prompt them for certain info.
The copy itself works great.
However when they then go on to select a standard category for the call it re-triggers the copy rule set against the new Template category and wipes out anything they have typed.
We can't see why - the default category field shouldn't affect this at all - it has no copy functionality set and no rules.
We've tried recreating this several times, and always, when selecting a standard category it behaves this way.
Has anyone any thoughts? Or alternatives?
Many thanks as always.