If Roar re-opens a ticket or closes a ticket, it clears the assignee, changes the queue, clears the issue type, and the sub-issue type. It seems that regardless of making a new ticket or modifying a ticket that exists: which is to set the queue to the queue indicated in integrations, set the ticket status as indicated in integrations, priority as set in integrations, and clear assignee, issue type, and sub-issue type. It is important because at scale, Liongard needs to land tickets in one queue and we use workflows to move them to a different queue. Additionally, we use issue and issue type for quality reporting. All of that info is lost on ticket close if Roar closes it.

I think a preferred method would be logic that says if any of these items are already set to not clear them. It would not hurt new tickets because they are new...those fields would not be set which is fine because it is new. Specifically for ticket flow, I would like to see Queue, Assignee, Issue Type, Sub-Issue Type, and Priority preserved if it has a current value.