RT::Action::ClearCustomFieldValues - clear all the values of a custom field on a ticket
ClearCustomFieldValues clears the values of a custom field on a ticket. For multiple value custom fields, this action will clear all values.
Since it requires a Custom Field name or ID as an argument, you need to create a specific Action with this ScripAction module and set "Parameters to Pass" with the desired Custom Field to be cleared.
Assume you have a date custom field called 'Next Follow Up'. When a ticket is resolved, you want to clear the date value because no more follow-ups are needed.
The first step is to create a new Custom Action. Go to Admin -> Global -> Actions and find "Clear Custom Field Value Template" in the action list. Click on that action, then click Copy Action to create a new Action.
Update the fields with your new custom field information, for example:
Name: Clear Next Follow Up Description: Clear Next Follow Up custom field Action Module: ClearCustomFieldValues Parameters to Pass: Next Follow Up
For "Parameters to Pass", add the custom field name or ID that you want to clear.
Finally, create a new Scrip with the Custom Action you have just created. Go to Admin -> Scrips -> Create.
Fill out the new Scrip with the following information:
← Back to index
Description: Clear Next Follow Up custom field on Resolve Condition: On Resolve Action: Clear Next Follow Up Template: Blank Stage: Normal