In the agent view, when a non-admin is looking at a ticket, is it possible to make it so they cannot edit some selected fields?
For example, I want them to be able to edit things such as dates and description, but not things like approvers.
Partial edit permissions cannot be set. All users with editing permissions will be able to edit all the fields on the editing screen.
In these cases, what we usually do is leave on the editing screen only the fields that the agents can edit and then we create a transition (any status to itself) with a screen with the editable fields for the admins. This transition is hidden by condition and is shown only to admins.
That way only admins can edit those fields.
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