Our developers are required to add specific notes and instructions when resolving a ticket.
I've created a specific field for them to do this, which is hidden from the client portal, however I'm struggling to get this working properly.
I've successfully made it mandatory on transition to another status but, the developers don't have (and shouldn't have) the Service Desk Agent role so they can't transition tickets.
Is there any way to setup a field that is:
- Hidden from the client portal
- Editable by users in certain roles (not Service Desk Agents)
Appreciate I might be missing something in workflows, any advice is mega appreciate as I've read every article and community query around this but just haven't found a resolution
Update -
Never mind, figured out how to do this with conditions in the workflow
