In this lesson we will cover:

– Restricting Field Access on a Ticket Type

Restricting Field Access on a Ticket Type

Restricting certain roles from being able to access particular fields on a ticket type is done within the ticket type level.

Go into Configuration > Tickets > Ticket Type and enter the edit mode, clicking into the particular field you desire the restriction for:

Fig 1. Restrict based on Role setting

After adding in the roles you are allowing to access the field value visibility, the other roles won't be able to see those fields on tickets or actions on that ticket type.

However the field itself may still be available to the cut off roles if they have access to log a ticket type of that nature although, once the ticket is logged the field will no longer be visible to the agents restricted. This feature can be used to hide sensitive information and prevent it's widespread accessibility.