Ticket Templates - irrelevant data in fields still present after submission

I have specific template fields (Staff or student, student email, etc.) are set up to only appear when a relevant category is selected.  If the user making the service desk ticket selects another category with those template fields filled in, the conditional filters in the ticket template takes them away, but it keeps in information.  Meaning if someone were to put in data irrelevant to the ticket they were trying to submit(For this example, someone selects a student, and inputs a student email, then changes their category to something that no longer requires a student email), changed their ticket category to something else, then submitted it, the irrelevant information would still be present, even searchable.
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?

0 Comments   [ + ] Show comments

Answers (1)

Posted by: Hobbsy 2 months ago
Red Belt

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??

  • 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 2 months ago
    • 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 2 months ago

Don't be a Stranger!

Sign up today to participate, stay informed, earn points and establish a reputation for yourself!

Sign up! or login


This website uses cookies. By continuing to use this site and/or clicking the "Accept" button you are providing consent Quest Software and its affiliates do NOT sell the Personal Data you provide to us either when you register on our websites or when you do business with us. For more information about our Privacy Policy and our data protection efforts, please visit GDPR-HQ