Question
Follow-up tickets inherit all the original ticket data, including all custom ticket fields and ticket tags. How can I reset drop-down field values for follow-up tickets?
Answer
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 thecolor_red tag. 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 color_red tag 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 that replaces the previous tag value of the custom fields.
To create the trigger
- Create a trigger.
- Add the conditions below under Meet ALL of the following conditions
- Ticket Ticket | Is | Created
- Ticket Channel | Is | Closed ticket
- Under Actions, add:
Ticket Set tags |follow_up
This action removes all the tags from the ticket and replaces them with the tag follow_up to clear out the previous field values. For more details, see the article: Understanding tags and ticket fields.