Hello, we are in the process of finalizing setting up FreshService for our organization and we’ve come across an issue with the Requestor field in the Admin-Field Manager-Form Fields section for tickets. It does not appear to be editable or disable-able, which is something we are wanting to do as users are inserting random emails and other users’ emails. This is a problem because we lose track of who and what department has submitted tickets, which is the main reason we are implementing a ticketing system. We’ve spent 2 business days researching this field, both in the FreshService guides, community, and Google, without any luck. There also does not appear to be any way to edit the HTML of the field to simply hide it.
Does anyone have any suggestions or methods to disable or remove this field? We are very happy with FreshService through the trial but this issue only just surfaced as we are rolling our to the larger organization. It is disappointing that it is not editable or removable, and there is no way to disable users from changing it, to the point we might switch ITSM. It doesn’t seem professional to tell our organization to not touch a field in a brand new software because it can cause inaccuracies with ticketing and analytics.