Allow date to be cleared in triggers and automations

15 Comments

  • Nicole S.
    Zendesk Community Team

    Thanks for posting over here, Bryan! We will be interested to see if this idea would be useful for many other users. 

    0
  • Jonathan March
    Community Moderator

    Yes, would be useful. When a reminder automation fires, the old ping date is no longer useful, just adds another manual step for the agent to clear it.

    0
  • Joel Hellman

    Hey guys

    You should be able to do this already using the workaround of action Set to a number of days from now, and then setting the value to something unreasonable high, which will clear it. Try it out and let me know if it works.

    I also wish Zendesk would support this natively. 

    Here is a screenshot and some more context; clearing values is an unresolved issue not just restricted to date fields:
    https://support.zendesk.com/hc/en-us/community/posts/115000990048/comments/115001149168

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  • Jonathan March
    Community Moderator

    Thanks, Joel.

    I was excited to try this suggestion, and tried modifying an automation's action to set the ping date to an unreasonably high value (998765432109876543210), but the "ping date reached" automation didn't run at all AFAICT, which is worse than the original status. I'll investigate further as time permits, starting with manually reverting the automation to its prior state [speaking of which, it's unfortunate that automations don't yet support revision history as triggers do!].

    0
  • Jonathan March
    Community Moderator

    Sure enough, as soon as I removed that action, this automation started working again. I guess ZD is protecting us from running broken automations that would silently leave tickets in unexpected state. End of investigation, as far as I am concerned, sadly.

    So Nicole, we are back to the original request -- please  allow triggers, macros, and automations to clear a date field (while we are at it -- please allow macros to set a date field!)

    Thanks!

    2
  • Joel Hellman

    Yeah, I see the same behavior on my end after some tests, it seems this workaround no longer works. 

    0
  • DJ Jimenez

    +1 to this. We have a couple use cases:

    • We've expanded the Due Date functionality of Task-Type tickets to be used across various other types of tickets by creating a hidden custom "revisit date" date field. Once the ticket is revisited, the revisit date remains on the ticket. It should be cleared out if a ticket doesn't need to be revisited.
    • We've also created an "agent-deemed solved" date field to compensate for the delayed resolution time caused by bump-bump-solves (when an agent puts a ticket on pending and BBS solves the ticket out, we use this date as the solved date). We need this field to be cleared out if a ticket re-opens and is no longer solved.

    Although we can make configurations to have ticket flows ignore the fields, the bigger problem is around data and reporting.

    1
  • DJ Jimenez

    I've found a bug, or another use case, where we need custom date fields to be cleared.

    Follow-up tickets do something to custom date fields regardless of if there's a value in the original ticket or not. This is problematic when the field is null in the original ticket.

    Follow-up tickets with null custom date fields make them blank instead of setting it to null (blank and null are not the same). This causes follow-up tickets with blank custom date fields to be included in "Before" or "Before or on" conditions, where ones with null custom date fields are not.

    1
  • Joel Hellman

    Here is a follow-up/clarification on my tip for clearing the date by setting an unreasonable high (invalid) date. 

    So, this only works for triggers (not automations), and only if the ticket is being created

    That means, you can use it on triggers that runs as followup tickets are being created, e.g:

    Ticket Is: Created
    Channel Is: Closed ticket

    In this scenario, the trigger will clear the ticket date field, which is otherwise inherited by the followup-ticket from the original closed ticket. That was always how I was using the workarond I mentioned, to clear some dates fields being inherited on followup tickets.

    I just assumed it would work for automations and triggers updates as well, which was incorrect.

    0
  • Trevor Sather

    +1 for this - we'd like to be able to clear our "Reminder date" field when the date is reached and an email triggered to the assigned agent.

    0
  • Luke

    Yes please! We need this as well

    0
  • Dan Sowden

    +1 for this

    We've implemented a flavour of the 'bump bump solve' process that will send an email to the requester on a date driven by a date ticket field, but there's no way of clearing the date when the client replies. This means we've had to implement some triggers to default the date, but it's added some complexity and some risks of accidentally emailing at the wrong time to what should be a fairly simple process.

    In an ideal world we could have a single trigger that checks if the date is "not present", and default it to X days in the future - but because we can't clear it when the requester replies, we also need to check if the date is in the past (which isn't possible directly, so we check if it's in the previous 9999999 days) or if it's in the next X days before we change it to X.

    1
  • Frans

    To be honest; unbelievable this hasn't been fixed yet. Such a simple 'feature' can't take years for you to fix/implement?

    1
  • Dan Ross
    Community Moderator

    +1 here. Any data that you put into a ticket field should be able to be modified by Triggers & Automations!

    This includes:

    Date Fields

    Text Fields

    Numeric fields

    Decimal Fields

     

    Without this ability, these field values get inherited on Followup tickets and mess with workflows and potentially analytics data.

    7
  • Alejandro Colon

    I completely agree with Dan on the fact that this messes with metrics and workflows. 

    As mentioned, I don't believe this should be that hard to implement and would not affect Organizations that would not know about the new ability. 

    0

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