Update multiple tickets clears custom fields in tickets (RT 3.2.2)

RT Users
1

Hi,

I am using RT 3.2.2 with MySql 4.0.15.

I am trying to use the “Update multiple tickets” feature, but it clears
custom fields in the tickets that I update.

  • I do a search and then select the Update multiple tickets link. (note
    that both of the tickets are in the same queue and have a custom field
    value)
  • In the Bulk ticket update screen, choose Make Status to be “open” and
    press “Update All”
  • I get the following messages:

Ticket 14447: Ticket 14447: Status: Status changed from resolved to open
by user1
Ticket 14447: CFVal1 is no longer a value for custom field CFName
Ticket 14448: Ticket 14448: Status: Status changed from resolved to open
by user1
Ticket 14448: CFVal2 is no longer a value for custom field CFName

Why is this occuring? I am not moving the tickets to another queue.

I could select the value for custom field CFName from the Update screen
as well, but as in this case, the tickets don’t always have the same
custom field value.

Thanks!