I'm currently setting up a reminder system, which can be summarised as follows:
Added a "date" ticket field to the form, which is visible to agents only
When an agent sets a date in this field and updates the ticket, the ticket is tagged
An email is sent out to the ticket assignee when the date specified in the "date" field is within the next 1 day.
The reminder tag is removed and the reminder date field should be cleared.
The issue I'm having is that when I try to set my automation to clear the date previously set in the date field, I get an error. I ended up using a workaround which sets the date to a date in the past and modifying my trigger so that the reminder tag is only added to tickets where the reminder date is later than my placeholder date.
Does anyone know how to get around this? Is it simply not possible to clear information out of a custom in this manner?
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