> ## Documentation Index
> Fetch the complete documentation index at: https://docs.neoagent.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Remove Ticket Fields

> Clear specific field values from tickets in your PSA system

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 Think of it as an "undo" button for ticket fields - you can remove incorrect assignments, clear outdated type/subtype, or reset any field that needs a fresh start.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!
</Warning>

<Tip>
  Sometimes tickets get messy - wrong technician assigned, outdated priority levels, or fields that need to be cleared for re-evaluation.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.
</Tip>

## Quick Start

Here's how to safely use this action:

<Steps>
  <Step title="Choose your trigger">
    Works great with **Ticket Update -> Board, Status**
  </Step>

  <Step title="Start with filters">
    Use ticket filters to target exactly which tickets need field clearing
  </Step>

  <Step title="Choose your fields">
    Select which specific fields to remove (like assigned technician, type, etc.)
  </Step>

  <Step title="Test first">
    Always test on a few non-critical tickets before running on important data
  </Step>
</Steps>

## 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

## 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.

## 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

## Example workflows

<Accordion title="Clear Assignment Before Dispatch">
  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
</Accordion>

<Accordion title="Reset Categorization">
  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
</Accordion>

<Accordion title="Bulk Unassignment">
  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
</Accordion>

<Warning>
  Always verify your ticket filters are correct before running this action. The field clearing is permanent and cannot be reversed.
</Warning>