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