## Pre-populated template fields not retaining values

Thanks for the detailed info. This is a known behavior we’ve seen recently where default values on template fields (Classic and Spaces) don’t persist when records are created via email-to-ticket.

Quick checks and workarounds you can try now:
- Verify the default is set on the Sub-type form: Settings > Service Desk Templates > Sub-types > Edit Sub Type View > Design Form. Ensure the field is in Visible fields and has a Default value.
- If using Category-driven templates, confirm the correct sub-type/template is applied for the category that your email rules assign.
- Test creation from:
1) Admin portal “New” ticket,
2) Self Service Portal form,
3) Email (your usual flow).
Note where it fails—if only via email, it’s likely the current issue.
- Clear cache / hard refresh and re-test in Spaces and Classic to rule out UI cache.

Known patterns:
- Defaults and some custom fields lose values specifically on email-generated SRs.
- Affects both Classic-created and Spaces-created templates.

Recommended temporary workarounds:
- Use an Automation rule (Workflow/Rules) to set the field if it’s empty on creation (trigger: on SR creation; condition: field is empty; action: set to desired default).
- If possible, route those requests through SSP forms where defaults tend to stick more reliably.

If you can share:
- One affected template name and sub-type
- Field name (e.g., “Account Type”) and type (list/text/yes-no)
- An example SR ID created from email showing the blank field
- The category and email rule used

I can suggest an exact automation rule to enforce the default. If the issue persists after the above, please open a Service Record so Support can review your environment details and link it to the ongoing investigation.