Follow-up tickets inherit all of the original ticket data, including all custom ticket fields and ticket tags. How can I reset drop-down field values for follow-up tickets?
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 closed. 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 create the trigger
- Create a trigger.
- Add the conditions below under Meet ALL of the following conditions:
- Ticket | Is | Created
- Channel | Is | Closed ticket
- Under Actions, add the drop-down or checkbox fields.
- [Field] | -
Create a separate action for each checkbox and ticket field want to clear.
- [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, use this trigger action as an alternative: Set tags | [leave empty]. This action removes all the tags from the ticket.