[otrs] How show or hide impact & priority fields depending on ticket state

13 Mar 2013

      Hi,

I want classified (Impact &priority, dynamic fields, service, and other
fields), for new tickets coming from emails, for this reason, I want to do
that using AgentTicketNote, but due to internal definitions, priority must
be update only by first level or supervisor. 
But AgentTicketNote is used by all the IT staff, for this I think is
possible show or hide impact & priority fields but only for state=new

Is possible to do that?

I appreciate your help

Best regards

Antonio Sarmiento