I know that it could be done by ACL (Chapter 18. Access Control Lists (ACLs)) but I'm not a good ACLer... there are also some example at the faq at otrs.org

On Fri, Jun 19, 2009 at 5:24 PM, James Burk <James.Burk@dornc.com> wrote:
Hello all.

I am running OTRS ITSM 1.2.3.  I have created several freetext fields for special requirements not provided OOB.  One of these fields is to be used by only a select few Agents.  Can anyone help with how to hide that field from everyone who is not authorized to populate it?

Best regards,

Jim
ITIL Process Manager
NCDOR
919-715-4932
james.burk@dornc.com


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