Allow date to be cleared in triggers and automations
已于 2018年10月22日 发布
Original thread:
https://support.zendesk.com/hc/en-us/community/posts/204253097-Reminder-system-unable-to-clear-date-field-once-the-reminder-has-been-sent
With the date field, it is only possible to set an action to:
- Set to a specific date
- Set to a number of days from now
It isn't possible to clear the field. See here:
The use case for this feature:
- Will allow the "Remind me!" to work without excluding tickets from a report
- Allow us greater flexibility when working with date fields
If you have any other use cases, comment so I can update the post.
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Bailey Whitaker-Lea
Hi Everyone -
New PM for Triggers & Automations here, catching up on the requests in the Community. It has been great to see all the feedback from you! I certainly understand your frustrations around needing more flexibility in your trigger conditions and actions. While we are actively working to improve Triggers this is not a feature we currently have planned, however it is in our backlog of potential improvements.
Thank you for sharing your use cases as this helps our Product teams tremendously to know what is most important to you.
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James Peterson - Eastern Logic
Hi all,
I just came across this request and see that it has been a long-standing issue for Zendesk users. I did some testing, and I found that the date field can be cleared by passing in a null value via API. As with many Zendesk workarounds, it requires using webhooks to make the API request. We have created a guide on how to set this up on our Help Centre (link here). I hope this can help resolve some of the use cases brought up in this thread.
Cheers ~
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Trevor S.
Thanks Joel (from one of the others hoping this might be implemented).
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Joel Cohen
New PM for Triggers and Automations here. This is still in our backlog but I will take a closer look to see when we could support this. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.
Thank you again for your feedback and for being a valuable customer with Zendesk.
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Noelle Cheng
6038486588442 do you have the steps for that?
5895537231642 Is there any movement? Seems like it's a simple enough feature to add into the roadmap.
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Shawna James
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Daniel Ladd
I know this has been open forever and it doesn't seem like it will change any time soon. Just flagging that there is a workaround, you can add a custom web hook to the zendesk API to clear out the date field for you.
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Damon Timm
+1 for this!
Our use case is a "snooze" function for on-hold tickets — not being able to clear the original date when the automation runs (or via a trigger) is kind of a shocker. I thought I was doing something wrong until I found this thread.
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Permanently deleted user
Is it still no update??? it's 2023
we still can't clear the "date type field" using a trigger
BTW, this request is from 2018, why hasn't there been an update until now?
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btw, if you want to clear "field type text", you can use this text (in trigger action):
1263213542409 1263169163250
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C.W. Holeman III
People have been begging for a solution for this problem for five whole years. Half a decade! It is absolutely absurd that such a basic piece of functionality does not exist in the first place. Let alone after five years of people actively asking for it. The inability to clear a value from a field is so basic, but it should've been the first thing that was created when setting up fields. Set a value, remove the value. This is very basic. How is it possible that this is still not implemented? Zendesk is old enough to drink in Germany. And yet we still can't clear a date value?
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Patrick Lanwehr
Hello,
i just found this thread by chance. I fixed that by changing the date "to a certain number of days: 0". The trigger updates the date field to "today". I really don't like that, but it works fine.
The automation works with "is within the next 1" so it only works with "today" and ignores yesterday and older..
I also added an automatic internal note to the ticket to inform you of the reason for reopening the ticket.
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