4 Replies Latest reply on Jul 7, 2016 4:36 PM by dmshimself

    Write Once Fields and Email Tickets


      I am trying to track any time our Priority is updated by creating a manual action.


      1. Analyst creates a ticket and inputs mandatory fields (including Priority which is set to Write Once)

      2. Analyst saves the ticket and the Priority field is now Read Only.

      3. To update priority, analyst must click action called "Update Priority" and state the reason why/select the new priority.

      4. Analyst saves that window and a copy rule activates to update the Incident window Priority.


      All of this works great but the problem is that email tickets are writing the Priority (blank) and then the analyst would be able to escalate or work that ticket without there being a Priority. Any ideas?