Update Ticket Fields

Apply changes suggested by other Smart Actions, or define specific updates for tickets in your PSA.

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How it works

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Step 1: Collect Update Instructions

The action receives a list of changes to make, either from:

• Previous Smart Actions, such as Ticket Triage suggesting a new priority
• Specific updates you configure directly

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Step 2: Apply Changes

For each ticket and field to update, the action:

• Finds the right ticket in your PSA
• Updates the specified field with the new value
• Follows your rules about whether fields can be cleared

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Step 3: Record Results

The action documents what changed and provides confirmation messages for your records.

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Configuration options

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Update Sources

From Previous Actions: Use suggestions from actions such as Ticket Triage, Ticket Dispatch, or Customer Sentiment Analysis. Manual Updates: Set specific field values directly in this action.

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Field Protection

Allow Clearing Fields: Choose whether the action can remove existing field values.

• Turn this on if you want to allow fields to be cleared when appropriate.
• Keep it off (default) to prevent accidental removal of important information.

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Specific Updates

When you want to make the same change to all tickets, you can set:

• New Status: Change tickets to a specific status
• New Priority: Set a particular priority level
• New Board/Queue: Move tickets to a different board or queue
• New Owner: Assign tickets to a specific technician

Some fields are PSA-specific and only appear for the matching PSA:

• Email CC List (HaloPSA): the addresses CC’d on ticket notifications
• Halo Team (HaloPSA): move the ticket to a specific Halo team (dropdown of your teams)
• Halo Workflow (HaloPSA): put the ticket on a specific Halo workflow/process, e.g. Working Issue (Remote) (dropdown of your workflows)

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Common use cases

Apply Triage Results

Setup: Use after a Ticket Triage action What it does: Applies the priority, type, and category suggestions from the triage process Result: Tickets are automatically categorized correctly

Assign and Update Status

Setup: Use after a Ticket Dispatch action What it does: Assigns tickets to the suggested technician and updates status to “Assigned” Result: Tickets are routed to the right person and status reflects the assignment

Post-Resolution Updates

Setup: Trigger when tickets are marked as resolved What it does: Sets custom fields like “Resolution Code” or updates billing categories Result: Proper documentation and billing information is captured

Bulk Status Changes

Setup: Use in scheduled workflows to update multiple tickets What it does: Changes status of tickets that meet certain criteria Result: Consistent status management across your ticket system

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Best practices

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Be Careful with Field Clearing

Only enable “Allow Clearing Fields” when you specifically want to remove information. Keep it disabled to prevent accidental data loss.

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Check Custom Field Names

Make sure any custom field names match exactly what you have in your PSA system. Small spelling differences will cause updates to fail. On ServiceNow, use the field’s column name rather than the label shown on the form. Custom columns are usually prefixed u_, so a field labelled “Asset Tag” is typically u_asset_tag. Neo uses exactly what you enter and won’t add the prefix for you, because you choose the column name when you create the field. If you’re unsure, right-click the field label in ServiceNow and choose Configure Dictionary to see its real name.

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Test First

Before using this in important workflows, test it with a few tickets to make sure it behaves as you expect.

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Example workflows

Smart Triage and Apply

1. Ticket Triage - Analyzes new tickets and suggests priority, type, and owner
2. Update Ticket Fields - Applies all the suggestions from the triage
3. Result: New tickets are automatically categorized and assigned

Dispatch and Schedule

1. Ticket Dispatch - Suggests the best technician for a ticket
2. Update Ticket Fields - Assigns the ticket to the suggested technician and sets status to “Scheduled”
3. Result: Tickets are routed efficiently with proper status tracking

Quality Control

1. Ticket QA - Reviews completed tickets and assigns quality scores
2. Update Ticket Fields - Saves the quality score and feedback to custom fields
3. Result: Quality metrics are automatically tracked on every ticket

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Available updates

You can update any ticket field, including status, priority, board/queue, owner, type, category, and custom fields specific to your PSA.

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Safety and reliability

If any individual update fails, it won’t stop the other updates from completing. All changes are logged with complete details of what was changed and when.