Fields Manager

Based on precise conditions, Fields Manager can do the following:

• Hide ticket fields
• Disable ticket fields
• Make ticket fields mandatory
• Apply macros
• Set ticket field values
• Use an external value (e.g. from a custom field in the requester's profile) to fill a ticket field
• Hide ticket field options
• Disable ticket field options

You can define when the rule should be applied based on many criteria, including:

• Ticket field values
• Ticket properties (e.g. form,creation date)
• Requester field values
• Requester properties (e.g. role,email or external id)
• Ticket organization field values and properties
• Ticket assignee field values and properties
• Current user field values and properties
• Current user organization field values and properties
• Ticket group
• Ticket brand

Let's imagine the following requirement: you only want assignees and admins to be able to edit a ticket status. In this case, create a rule like that:

1. In "When..." block, create a condition like "In the > Current user > The role > Is not equal to > Admin"
2. Add a new AND condition saying "In the > Ticket assignee > The user itself > Is equal to"
3. Click the link icon next to the last select field (that says "Use the value of another field instead"). Then, in the dialog, select "In the > Current User > The user itself", and validate.
4. In "Then..." block, create an action saying "For field... > Status (System) > Set state to > Disabled"
5. Save and enable the rule

Now, only admins and agents assigned to the ticket will be able to edit its status.