How can I reset drop-down field values for follow-up tickets?
As mentioned in Creating a follow-up for a closed ticket, follow-up tickets inherit all of the original ticket data, including all custom ticket fields and ticket tags.
Drop-down field options and checkbox fields are directly connected to their assigned tag. For example, in the image below, the option Red is connected to the tag color_red. If a ticket has the field tag applied, the field value is updated accordingly.
If your closed ticket had Red selected for this drop-down field, the tag color_red was applied to that ticket when it moved to a Closed status. The follow-up ticket inherited this tag, so its drop-down ticket field is pre-populated upon creation.
You cannot clear numeric ticket fields, decimal ticket fields, single line, and multi-line text fields upon follow-up ticket creation. However, you can reset the ticket fields that link to ticket tags (drop-down and checkbox fields) by creating a trigger.
To reset ticket fields linked to ticket tags
- Sign into your Support account as an administrator.
- Click the Admin icon ( ) in the sidebar, then select Business Rules > Trigger > Add trigger.
- Add the conditions below under Meet all of the following conditions:
- Ticket Is Created
- Ticket: Channel Is Closed ticket
- Add your drop-down ticket fields and checkboxes under Perform these actions. The example below uses Camera models.
Create a separate action for each checkbox and ticket field want to clear.
If you have a high number of custom ticket fields needing to be reset, it may become difficult to create a separate action for all of your fields. Since checkbox and drop-down ticket fields have a 1:1 relationship, use the following trigger action as an alternative: Set tags: __[leave empty]__. When you use Set tags and leave the value blank, you are removing all the tags.