I want users to enter their own Short Description when submitting a ticket.
When users click the form to submit a ticket, the short description is auto-populating with the subcategory. Users can change this, but most do not.
I removed the steps in the Save/Submit One Steps that modifed the fields on save, however, that has no effect since the field is being pre-populated.
I've looked at the auto-populate settings for the Short Description field but it wasn't filled out. I'm not sure where else I can check that would be doing this.
Are they submitting a ticket from the service catalog?
Yeah they are.
Look for the one-step on the Incident Subcategory association that's being used by your service catalog widget to create the ticket from the Subcategory that's selected. It may have an action that populates the short description field.
Just verified that there's no actions defined at the subcategory level. Was wondering if there was some other place inside Cherwell that could possibly map actions or defaults to a field.
There's a Global one-step that's executed via the Service Catalog widget at the Subcategory level when you click on an action in the service catalog. You may need to enable one-steps on Incident Subcategory object to find it.
By default, (out of box configuration), this one-step sets the value of Short Description to the 'Subcategory' field value.
That was the issue. Found the action one-step on the Service Catalog Widget and removed Short Description from being set in there. Thank you for your help!