Empty contents of custom field

[Paul Ceronio]

Hi everyone,

We have created a screen for Agents in which to document their reason for moving a ticket to the Pending Status. The screen is displayed every time the Status "WAITING" is selected. The However, the custom field "Pausierungsgrund" (Pending reason) keeps displaying the former value entered into it every time the mask is opened.

Is this expected behavior? Is there a way to clear the field for the next time the Agent opens the screen?

[Alex Koxaras -Relational-]

Hi @Paul Ceronio 

You have to have two custom fields to make this work.

The field that you will place in that screen should be the temporary one. After the user entered a value there, place a post function (or an automation) to copy the temporary value to the "Pending Reason" custom field, and then clear the temporary field from any value (within the same automation). In that case, the next time someone uses this transition, it will display an empty field. And even if he/she decides to not place that issue on Pending, the original value will not be lost.

Let me know if that helps!