Maybe I’m going about it the wrong way, but I’m trying to create a custom field that is “internal use only”. The idea is that we have one massive queue for everything, and then a helpdesk triages the requests, and then modifies this field to the appropriate department, who then picks up the ticket based on department and location.
However, it doesn’t make sense for someone to edit this value from the selfservice page, as they may not know the appropriate department to route the request to, so how can I restrict access to this field? I tried making it so that only privileged users can see it (via the custom field rights), but that doesn’t seem to have any effect. Also ticked and unticked the box from the queue properties, but that too seems to do nothing. Am I doing something wrong?
Is there a way that I can only show custom fields in the “The Basics” info box if users are privileged? In this case, I want to restrict viewing of some linked data displaying use directory information to be viewed only by privileged users. Once again, the permissions don’t seem to have any effect.
Lastly, on the self-service form, is there a way to show/hide a text box based on the selection(s) in other select boxes? The idea is that I have several selection boxes that allow you to pick different topics regarding the ticket. However, on each selection, there’s an “other” as well. To that end, I’ve added a box to allow users to explain their “other”. Is there a straighforward way of making the form hide this “other” box until it has the context to display it.
I believe I could modify these changes into RT via an overlay, but I’d rather go for a more dynamic solution storing this information in the database, or configuring RT in such a way that it behaves like I want it to…
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