Question

Update information within a Service Request ticket

Forum|Forum|3 years ago
August 30, 2022
4 replies
94 views

masis
Apprentice

Very new to Freshservice and was looking for a way to update fields within a Service Request ticket after it has been submitted.

Currently, we are transitioning from one Service Desk system to a new one and migrating tickets between them. Sometimes there is not enough info to answer all questions within a SR so we’ve been using “N/A” to bypass those. But when trying to update after submitting, the ticket shows a notice:

Is there a way to update these fields after the ticket is submitted? Is there part of a permission set?

Thank You!

+14

Daniel Söderlund
Top Contributor ⭐
Forum|Forum|3 years ago
August 31, 2022

Hello and welcome,

Is it service item fields or standard fields ?
Do you like to add or rename or add more options ?

Synerity | Your Nordic Freshworks Partner | Seamless Support & Solutions | www.synerity.eu

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M

masis
Author
Apprentice
Forum|Forum|3 years ago
August 31, 2022

Hello and welcome,

Is it service item fields or standard fields ?
Do you like to add or rename or add more options ?

Thanks for responding Daniel. I’m not sure if they are standard fields or not… but the screenshot will show the fields i am referring to. These fields are within a Service Request:

So once the ticket is submitted, these fields cannot be changed by an “Agent” or “Requestor” which isn’t what I thought would happen. Is this a limitation of Freshservice?