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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 Think of it as an “undo” button for ticket fields - you can remove incorrect assignments, clear outdated type/subtype, or reset any field that needs a fresh start.
This action permanently deletes field values and cannot be undone. Use with caution and always test first!
Sometimes tickets get messy - wrong technician assigned, outdated priority levels, or fields that need to be cleared for re-evaluation.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.

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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

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Best practices

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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.

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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.

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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.

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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

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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.

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What you’ll get

After the action runs, you’ll see:
  • Event History: 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
Always verify your ticket filters are correct before running this action. The field clearing is permanent and cannot be reversed.