This is kind of a 'long story' problem, but I'll try to keep the explanation brief but clear and hopefully someone will understand this issue.
We had 9 Views on our Help Desk form when we turned on the out-of-box archiving. When we did that, Remedy created the Help Desk Archive form with the same 9 views and the Archiving has been running fine since then. We then added a 10th view to the Help Desk form, this should have carried over to the Archive form, but it didn't. Remedy Support states that this is not a bug because Views are not required for archiving data. This is true only if you never add any new fields, (please read on).
The problem comes when I add a new field to the Help Desk Form. The new field always fails to carry to the Archive form, because it contains a view that Archive form does not recognize. Even if I remove the field from that problem view, it still fails because the view is still included as an optional view. Additionally, the Archiving becomes disabled because the fields are out of sync.
So, my work-around for this has been to manually re-creating the field on the archive form, being careful to keep the properties the same, especially the ID. This allows me to enable the Archiving process again and all is fine. BUT, I just tried adding a Radio Button field, and for some reason, when trying to create a Radio Button field on an Archive Form, all the attribute settings are grayed out, so I am unable to define the field properly. I have also tried re-creating the view in the Help Desk Archive form, but that doesn't work because the view id comes up different, and I am unable to change it.
Has anyone seen this before?
Thanks,
.ron
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