Hi list,

 

                Couple questions:

 

1)      Anyone know to hide SLA field from the user when he/she opens a ticket?

                        I have a generic agent job that sets the SAL for me based on priority but would be great to hide this field from user to avoid “expectations”…

 

2)      What about showing the impact field to customer?

I have removed the customer ability to set the priority and by having the customer setting the impact, I’d be able to have a resulting priority based on the criticality<->impact<->priority matrix…

        I tried to do it by enabling the field freetext13 but it gives me a text field as opposed to a drop down list…

 

Thanks so much in advance.

 

Regards,

Estevam Viragh

 

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