Ticket Templates - irrelevant data in fields still present after submission
Is it possible to set up the template so that if a field with a conditional filter is no longer visible/is filtered out at the ticket's submission, its information is erased from the field?
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Posted by:
Hobbsy
8 months ago
No it is not, so once the data is saved in those fields it stays saved even if the fields are not visible.
If this is a real issue for you will need to consider creating a ticket rule that runs and deletes the unwanted data.
That should be quite straightforward, you could run it on a schedule, say every hour. Make sure it is only set to run on open status tickets so the load doesn't constantly increase and maybe set the logic just to run when a specific category is not selected??
Comments:
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As for if it is a real issue, Isn't there a concern about junk data being created and affecting a ticket's searchable information in service desk? - MC9921 8 months ago
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I’m not entirely sure that searches in the service desk cover all potential custom fields so you should be ok, and the amount of data that may be there is so small it’s not worth worrying about. - Hobbsy 8 months ago