Context

When updating or consolidating custom field options or tags in your issue tracking system, it's important to understand how these changes will impact both existing solved tickets and current unsolved tickets in your system.

Custom Field Options

Changes to custom field options affect both open and closed tickets in the same way. Here's what happens when you modify custom fields:

• When updating existing field values: Any tickets (both open and closed) that have these values set will automatically be updated to reflect the new display name. However, if you rename a custom field value, you may also need to update the corresponding slug value to ensure consistency between the portal display and CSV exports. The slug can be edited separately from the display name in the field settings.

• When deleting field values: If you delete a custom field value, that value will be removed from all tickets (both open and closed) where it was previously set.

• When renaming field options: While the display names will update on tickets, analytics may continue to show the original slug values rather than the new display names. Analytics values are recomputed daily, but renamed options may still appear with their original slugs in reporting. To maintain consistency between portal display and CSV exports, you can update the corresponding slug value separately from the display name in the field settings.

Tags

Renaming a tag applies the new name retroactively to all existing issues and accounts that currently have that tag - there's no need to re-tag anything manually. The rename takes effect immediately across both open and closed issues.