Read only multi-select field for agents?

Sue Lund

We have a multi-select field that we use to fill in a default value when a customer submits a Support ticket.

We do not want agents to be able to edit this field. Is there a way we can make it a read only field, or just hide it from agents?

We've already created a separate read only field and have the data filling into that field, but the original multi-select field is still there, so agents are using it.  We've already instructed them not to, but sometimes people forget.

Without purchasing an add on, does anyone know of a way to do this?

 

Joseph Chung Yin

@Sue Lund -

Hi Sue:

So should admins be able to update the field once it is populated by your customers?  If NO, then it is straightforward to implement your ask -

1) Remove the field in your project's ISSUE EDIT screen, and just leave the field available for Issue Creation and Issue View Screen.

NOTE- If you didn't have separate screens handling Issue Create, Issue Edit, and Issue View operations, then you need to create separate screens first to support the different issue operations.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.