How can I reset drop-down field values for follow-up tickets?

Question

Follow-up tickets inherit all the original ticket data, including all custom ticket fields and ticket tags. How can I reset drop-down field values for follow-up tickets?

Answer

Drop-down field options and checkbox fields are directly connected to their assigned tag. For example, in the image below, the option Red is connected to the color_red tag. If a ticket has the field tag applied, the field value is updated accordingly.

If your closed ticket has "Red" selected for this drop-down field, the color_red tag was applied to that ticket when it moved to closed. The follow-up ticket inherited this tag, so its drop-down ticket field is pre-populated upon creation.

You cannot clear numeric ticket fields, decimal ticket fields, single line, and multi-line text fields upon follow-up ticket creation. However, you can reset the ticket fields that link to ticket tags, drop-down, and checkbox fields through a trigger that replaces the previous tag value of the custom fields.

To create the trigger:

Create a trigger

Add the conditions below under Meet ALL of the following conditions

Object > Ticket > Ticket | Is | Created

Object > Ticket > Channel | Is | Closed ticket

Under Actions, add:

Object > Ticket > Set tags | follow_up

Click Create trigger

This action removes all the tags from the ticket and replaces them with the tag follow_up to clear out the previous field values. For more details, see Understanding tags and ticket fields.