So you have a follow-up ticket made by your customer, but when you open it, you notice all of your custom ticket fields are pre-populated with the information from the requester's closed ticket. Why did this happen?
As mentioned in the support article, 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.
It is important to note that 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'. Since the relationship between drop-down and checkbox value titles and tags is 1:1, if a ticket has the field tag applied, then the field value will be updated accordingly.
This means 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 will be pre-populated upon creation.
Knowing this information, you may be wondering, "What if I don't want the ticket fields filled out? How can I reset the inherited ticket field values for the new ticket?"
Unfortunately, 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 Ticket: Country. Please ensure you make a separate action for each checkbox and ticket field you would like to clear.
- Click Submit.
This trigger looks for a newly created ticket in the Closed ticket channel and resets the value in the drop-down or checkbox ticket field. 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, you can 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. The values for all checkbox and drop-down ticket fields will be reset on the follow-up ticket.