Description field lock for users

Tudor Lala

Hi, I am using Jira service desk and use some tickets in a specific group to store some of the users access, I created a issue type and each ticket under that group is individual to each user and in the description i keep a list of access to different systems for that user. The problem is that i run the risk of users editing the field, or deleting the information by mistake.  Is there a way to block this so only agents can edit ? 

 

Thank you. 

John Funk

Hi Tudor,

In cases like that, we include field in just the Create Screen and View Screen and then remove it from the Edit Screen in the screen scheme.

Then we create a transition screen with the field and attach it to the appropriate transition in the Workflow. Then we put a condition on the transition so that only Agents can execute the transition. Or if it doesn't apply to a particular transition, we create a looping transition back to the same status and only allow Agents to access that transition.