Is it possible to lock the summary field after a ticket has been created?

Question

I have noticed that if our agent's change the summary of a ticket it essentially breaks the old email notifications, preventing customers from using those to reply back to their tickets.

Is it possible to lock the Summary field after a ticket has been created?

Bhanu_ihv087 · Answer

Hi @Jeremy_Rampe

It will not break anything. Removing the summary from the Edit / View Screens only disable the ability to edit it, it will still be shown on the tickets.

Kate Pawlak _Appsvio_ · Answer

You have to remove it but only from the Edit screen. So it will be still visible on the issue view but it won't be editable.

Jeremy.Rampe · Answer

We have to remove it out right? there is no way to just lock it once it is populated with content?

Ideally we would like to continue using it as having the short summary helps the agents stay on top of their tickets.

Just trying to avoid breaking JSM