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This action removes appointments and scheduled work from tickets with granular control over exactly which entries to delete - past or future, pending or completed.
This action permanently deletes calendar scheduled entries and cannot be undone. Use with extreme caution and always test first!
Sometimes tickets accumulate scheduled work that’s no longer relevant - cancelled appointments, outdated maintenance windows, or planned work that’s become unnecessary. Instead of manually cleaning up each calendar entry, this action bulk-removes unwanted scheduled work, helping keep your calendar clean and organized.
This action is currently fully supported for ConnectWise. Autotask support is planned for future releases, if you are an Autotask user and needs this action please reach out to Neo Team!

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Quick Start

Here’s how to safely clean up scheduled entries:
1

Choose your trigger

Works great with Ticket Update when status changes to “Resolved” or “Cancelled”
2

Filter carefully

Use ticket filters to target only tickets that need schedule cleanup
3

Configure deletion scope

Choose exactly which types of entries to delete using the five configuration options
4

Test first

Always test on a few non-critical tickets before running on important data

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Configuration options

You have full control over which schedule entries to delete with five independent settings:
SettingDefaultDescription
Delete future pending entriesEnabledRemove upcoming appointments that are NOT yet completed
Delete future completed entriesDisabledRemove upcoming appointments that ARE already marked done
Delete past pending entriesEnabledRemove past appointments that are NOT yet completed
Delete past completed entriesDisabledRemove past appointments that ARE already marked done
Delete resource entriesDisabledRemove ALL technicians/resources not marked as donea(ConnectWise only)

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Default Behavior

By default, the action deletes all pending (not completed) calendar entries - both past and future. This cleans up incomplete scheduled work while preserving your completed work history.

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Resource Entries (ConnectWise Only)

In ConnectWise, you can add resources to a ticket without scheduling a specific time slot. These “resource entries” appear in the Schedule section but don’t have calendar dates. Enable the Delete resource entries option to remove not completed resource assignments from the ticket.

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Full Cleanup Mode

Enable all five options to remove every schedule entry from the ticket, including resource assignments. This is useful when completely closing out cancelled tickets.

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Ticket Selection

The action processes tickets based on your workflow trigger and any filters you’ve configured. Make sure your filters are precise to avoid accidentally affecting the wrong tickets.

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Best practices

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Safety First

This action can’t be undone and removes calendar scheduled entries from selected tickets. Always double-check your ticket filters and test on non-critical tickets first.

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Understand What Gets Removed

With the default settings, the action preserves completed work history by only removing entries that aren’t marked as “done” or “completed” in your PSA. Enable the completed entry options when you need to fully clean up a ticket’s schedule, such as when a project is cancelled and all historical scheduled work should be removed.

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Perfect for Status Changes

This action works great when tickets are resolved or cancelled. Set up triggers that automatically clean up scheduled work when tickets no longer need it.

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Use Precise Filters

Be very specific with your ticket filtering. You don’t want to accidentally remove scheduled work from active tickets that still need those appointments.

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Common Use Cases

This action is perfect for:
  • Cleaning up appointments when tickets are resolved early
  • Removing cancelled scheduled maintenance work
  • Clearing outdated calendar entries from old tickets
  • Fully cleaning up cancelled project tickets
  • Removing unscheduled resource assignments from resolved tickets (ConnectWise)

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What you’ll get

After the action runs, you’ll see:
  • Event History: Confirmation of which scheduled entries were deleted
  • Clean Calendar: Removed appointments no longer appear in technician calendars
  • Updated Tickets: Tickets no longer have the deleted scheduled work attached

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Example workflows

  1. Trigger: Ticket status changes to “Resolved”
  2. Filter: Only tickets with scheduled work
  3. Delete Schedule Entries: Use default settings to remove pending scheduled work
  4. Result: Resolved tickets no longer have pending appointments, but completed work history is preserved
  1. Trigger: Ticket status changes to “Cancelled”
  2. Filter: Tickets tagged with “Project” or “Maintenance”
  3. Delete Schedule Entries: Enable all five deletion options
  4. Result: Cancelled tickets are completely cleaned up with no schedule entries or resource assignments remaining
  1. Trigger: Scheduled workflow runs weekly
  2. Filter: Tickets older than 30 days with status “Closed”
  3. Delete Schedule Entries: Enable only “Delete past pending entries”
  4. Result: Old closed tickets no longer have incomplete past appointments cluttering calendars
  1. Trigger: Ticket status changes to “Resolved”
  2. Filter: ConnectWise tickets only
  3. Delete Schedule Entries: Enable “Delete resource entries” along with default pending entries
  4. Result: Resolved tickets have both scheduled appointments and unscheduled resource assignments removed
Always test this action in a development environment or with non-critical tickets first. The deletion is permanent and cannot be reversed.