I am experiencing an odd issue with a new service case category I have created.
Whenever I open a form the values for the default template fill in as expected. If I then go to change the category, the new Code I created is not available on the list. Similarly, if I choose a template that is supposed to populate the form with that code, it will not change it. However, once I save the service case and re-open it, the new category code is available to be chosen.
I’m very new at service desk administration so it is entirely possible that there is something I have simply forgotten to do, but I have looked through the admin guide, online resources, and the course materials I have and am not seeing any steps I missed. On the off-chance that there was something buggy with the new category code, I have moved, removed, renamed, and recreated it. I have also purged the cache and restarted the client numerous times during the course of my troubleshooting process.
I am running SD 4.5 SP18. Any insight someone might be able to offer would be greatly appreciated.