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Global preference changed after update to 11.3

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Hi,

After my demo tenant was updated from 11.2->11.3 I've noticed that the global preference "Enable editing of messages" is set to No.

Is this a bug or an intentional change?

Thomas Roesen
2 Sep 2025 | 11:05 AM

All Replies (3)

Btw, I've tested this in 3 different tenants, all on 11.3. The preference is always set to No.

Thomas Roesen
2 Sep 2025 | 11:06 AM
Hi Thomas,

We are investigating and testing this now. I will get back to you during the day.
Mikael Månsson
3 Sep 2025 | 08:12 AM
We have now tried with multiple tenants, 10+, to reproduce this behaviour but in all our tests where the preference was set to "Yes" in 11.2 and then upgraded to 11.3, the preference was still set to "Yes".

By default this value is always No.
Mikael Månsson
3 Sep 2025 | 02:49 PM

Additionally these triggers have also been removed:

Thomas Roesen
2 Sep 2025 | 11:08 AM

Hi Thomas,

Looking into the observed preference change... nothing to respond yet.

Looking at the release notes, I see that there are two "new" triggers... perhaps these are what you are looking for? 

Tony Yates
2 Sep 2025 | 06:09 PM
Looking at a couple of smaller tenants who where upgraded to 11.3 they all have the preference set to "No".

The triggers I'm referring to are "Before/After saving ticket message" which have disappeared in 11.3
Thomas Roesen
3 Sep 2025 | 07:10 AM
Hi Thomas,

The triggers for "Before/After saving ticket message" have never been implemented and have unintentionally been visual in the GUI to prepare for the new trigger in 11.3 called Load Message and Load Request. This means that it doesn't break any scripts or processes at customer sites when we remove the icons for the non-functional triggers.
Mikael Månsson
3 Sep 2025 | 08:11 AM

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