Activating Ticket Fields
I was wondering is it possible for a ticket rule to make a "hidden" field become "read only" or any other field status?
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Posted by:
airwolf
14 years ago
Yes, because the visibility of a field is a field itself in a table in the database... Ticket rules can modify most tables in the database.
Why would you need to modify the visibility of a field with a ticket rule? You can already modify this in the queue configuration.
Why would you need to modify the visibility of a field with a ticket rule? You can already modify this in the queue configuration.
Posted by:
londeaux
14 years ago
It would be setup based upon the information status of a submitter. Like if they are a VIP. If a ticket is submitted for/by a VIP submitter, the field would be visible indicating that submitter is a VIP. In our old Remedy system, we had an icon appear next to the submitter's name.
Posted by:
dchristian
14 years ago
londeaux,
I don't think this would work...
Field visibility is global to the queue.
If you made the change it would effect all tickets in that queue.
I don't think this would work...
Field visibility is global to the queue.
If you made the change it would effect all tickets in that queue.
Posted by:
airwolf
14 years ago
You cannot do that unless you create separate queues. The ticket rule would change the visibility of the fields for all submitters, approvers, and owners.
Posted by:
cblake
14 years ago
Why not make it visible to Owners? Or maybe put those users in a label and create a rule that changes ticket priority (Create a VIP priority maybe) based on user submitter label. Priority has the benefit of color coding in the list view also if you're looking for additional visual cues.
Posted by:
londeaux
14 years ago
It's a possibility, but haven't figured out how to use labels in a rule. I did find an article on kace's site, but not sure how to use the information in a regular rule..
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