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Remove Ticket Fields

This action clears specific field values from tickets in your PSA system. Think of it as an "undo" button for ticket fields - you can remove incorrect assignments, clear outdated type/subtype, or reset any field that needs a fresh start.

warning

This action permanently deletes field values and cannot be undone. Use with caution and always test first!

Why is it useful?

Sometimes tickets get messy - wrong technician assigned, outdated priority levels, or fields that need to be cleared for re-evaluation. Instead of manually editing each ticket, this action lets you bulk-clear specific fields so you can start fresh or reassign properly.

Quick Start​

Here's how to safely use this action:

  1. Choose your trigger - Works great with Ticket Update -> Board, Status
  2. Start with filters - Use ticket filters to target exactly which tickets need field clearing
  3. Choose your fields - Select which specific fields to remove (like assigned technician, type, etc.)
  4. Test first - Always test on a few non-critical tickets before running on important data

Best Practices​

Safety First​

This action can't be undone, so always double-check your ticket filters and field selections. If you're unsure, test on a single ticket first to make sure it behaves as expected.

Use Precise Filters​

Combine this action with good ticket filtering to avoid accidentally clearing fields from the wrong tickets. Be as specific as possible with your criteria.

Understanding Resource Removal​

When removing technician assignments, you have two options:

  • RESOURCE - Removes only the primary ticket owner (the main assigned technician)
  • CW_RESOURCES - Removes all assignment entries from the ticket (clears all assigned technicians/resources)

Choose RESOURCE if you only want to remove the ticket owner, or CW_RESOURCES if you want to completely clear all technicians/assignments from the ticket.

Common Use Cases​

This action works great for:

  • Clearing incorrect technician assignments before reassigning
  • Resetting type/subtype that don't match the ticket anymore
  • Preparing tickets for re-evaluation through your triage process