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Use this action to remove incorrect assignments, clear outdated type/subtype, or reset a field for re-evaluation.
This action permanently deletes field values and cannot be undone. Use with caution and always test first. Double-check your field selection as well as your ticket filters. The cleared values cannot be recovered.

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Quick Start

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

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Setup

Fields to clear: Select which specific fields you want to remove from the tickets:
  • Primary technician - Removes the main assigned technician/owner
  • All assignments - Removes all technician assignments and resources (ConnectWise)
  • Ticket type - Clears the type classification
  • Ticket subtype - Clears the subtype classification
  • Priority level - Removes the priority setting
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. 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.

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What you’ll get

After the action runs, you’ll see:
  • Executions: Confirmation of which fields were cleared from which tickets
  • Clean Fields: Selected fields are now empty and ready for new values
  • Preserved Data: All other ticket information remains intact

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Example workflows

  1. Trigger: Ticket moves to “Triage” board
  2. Filter: Tickets with existing assignments
  3. Remove Ticket Fields: Clear RESOURCE field
  4. Follow-up: Run ticket dispatch to reassign properly
  5. Result: Tickets get fresh assignments based on current criteria
  1. Trigger: Ticket priority changes to “Critical”
  2. Filter: Tickets that need re-categorization
  3. Remove Ticket Fields: Clear TYPE and SUBTYPE
  4. Follow-up: Run ticket triage to re-categorize
  5. Result: Critical tickets get fresh categorization review
  1. Trigger: Scheduled workflow (daily)
  2. Filter: Tickets assigned to technicians who are out of office
  3. Remove Ticket Fields: Clear CW_RESOURCES (all assignments)
  4. Follow-up: Run assignment workflow
  5. Result: Tickets are reassigned to available technicians