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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