Hidden Field value changed/updated the value to empty

[Joyal]

We had setup an UI policy and client script for a field 'abc' should be hidden

Scenario:

The field 'DFG' is 'technical' then the field 'abc' should be hidden. We implemented this change but there are some existing ticket which has some value for 'abc' field under 'technical' value for 'DFG' field. What happens here after the above implementation that after we update any values for any field for the existing tickets which has value for 'abc' field, the value has been updated to null/empty.

What is the reason behind this? Is there any documentation regarding this?

Regards,

Joyal Robert

[Mark Manders]

It depends on the setup of your ui policy. If you added the 'clear value' option, they will be emptied.

Question is: you don't need that field on technical, so why does it matter that on existing tickets, the field gets emptied? 

[Joyal]

Hi Mark,

We added the Ui policy but we didn't added anywhere to clear the value as marked in ui policy. Still the value is changed to empty even though the field is not visible in the form.

Question is: you don't need that field on technical, so why does it matter that on existing tickets, the field gets emptied? 

Answer: But the users told for the existing tickets it should be shown how it is even though the field is not visible in the form, it is showing but when we update those records then the field value changed to empty

Regards,

Joyal Robert

[Mark Manders]

In that case it will also work for the new ones like that. Set it to technical, the field is there, set it so something else and the field will disappear, but still with its value. If that's how you want it, that's fine, but then you need to find the logic that clears it. It can be anything from a ui policy/client script to a business rule/(work)flow. Since it's no OOB functionality, it won't be easy to assist. You could do a code search on the field itself to see if it is mentioned in a script somewhere.