On tickets, my ticket form automatically changes after an update

Issue symptoms

I'm trying to change the form on a ticket. However, the ticket form keeps reverting to the original value.

Resolution steps

A ticket form may automatically change after a ticket update for the following reasons: 

• A trigger acted on the ticket
• The contextual workspace feature enforces the ticket form for your workspace

Verify if a trigger is firing

Open the ticket events and check if a trigger changed the form. You may need to correct the conditions of your trigger.

Ensure that contextual workspaces are not enforcing the ticket form

Verify if contextual workspaces are in use on the account.

If an active workspace exists, confirm if the ticket matches the conditions for your workspace. You can change your conditions so that the ticket no longer matches the workspace.