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Clearing an existing field that is set in the UI by using a dropdown

To clear an existing field that is set in the UI by using a dropdown

Problem: I have a field set in BMC Helix ITSM that is set manually by using a dropdown selector. I want to clear this field by sending a null value to BMC Helix ITSM through the Jitterbit environment. However, when I send the null value, the field is not cleared. The problem is that when the null value is sent through the Jitterbit environment, it is converted to a string.

Workaround: Create a custom filter. In BMC Helix ITSM, do this in the Developer Studio. 

In the Developer Studio, create a filter. This example is for the field Resolution Category Tier 3.
ITSM-filter.png

Now, when a null is sent to the Resolution Category Tier 3 field, it is converted to $NULL$. This means that you cannot send a literal “null” string to the Resolution Category Tier 3 field; it is always converted.

 

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