I'm testing API ticket creation in sandbox and I expected that creating tickets with a field-specific tag would update the field. Not sure if I'm having a support issue or misunderstanding some corner case of the functionality:
When I create the ticket, the tag is applied and the tag is visible in the agent view of the ticket. However, the drop-down isn't updated with the respective value - it displays the default option in the drop-down. I pulled the JSON of the ticket via an HTTP request and the field was updated with the respective value.
If I update the drop-down in the workspace to a different value and submit, the tag updates and the drop-down shows the new option. If I try to revert it to the value that was passed via API and submit, it submits without error, but reverts to the new value from workspace.
In order to revert, I need to manually remove the new tag and then submit with the original API value from the drop-down. Even then, it doesn't update with that field option's tag, and the drop-down displays as the default value. The JSON via HTTP has the API value.
When creating tickets via API, and including a drop-down specific tag, should that field's value update based on the tag, and should it display on the drop-down? Why doesn't updating the field option from the drop-down preserve the change?
Follow-up: Just queried these tickets in Explore and confirmed that they've got the right field option assigned.