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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!

Hello and welcome, 

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

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?

So, just checked and the fields in question are the “Custom Fields” within the Service Catalog creation.

 

Actually, you can change them using an API call.  Here is the link in the API doc … Service Desk API for Developers | Freshservice

 

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