Service Desk ticket opened via email and fields are populated via @commands. Can I make these fields non-modifiable for the ticket owner when they open the ticket?
we are having an issue where the ticket owners are coming in and changing the values of fields that were submitted with the @command in the email.
Is there a way I can lock down a field that was populated via the email so that the user can't modify it and it retains its initial value?
0 Comments
[ + ] Show comments
Answers (1)
Answer Summary:
Please log in to answer
Posted by:
jfields
10 years ago
In the Ticket Layout what are the permissions for the fields?
Setting located in Service Desk > Configuration > Queues > Queue Name > Ticket Defaults [Customize These Values] > Ticket Layout
You can set the following permissions on the ticket fields:
- Hidden
- Read Only
- Owners Only - Hidden from Users
- Owners Only - Visible to Users
- User Create
- User Modify
"User Create" allows users to set the value at ticket creation. Once the ticket is created the field can only be changed by Ticket Owners and Administrators.
