Ability to customize Ticket Properties

You can create a custom app for that. Example:

<script>
  jQuery(document).on('ticket_view_loaded', function() {
    var group_customization = function() {
      var ticket_group_id = jQuery('#helpdesk_ticket_group_id').val();
      var group_description = '';
      // Show the 'Source' and 'Type' fields of the 'Ticket properties' section of the right sidebar:
      jQuery('.dropdown.default_source.field').show();
      jQuery('.dropdown_blank.default_ticket_type.field').show();
      if (ticket_group_id) {
        group_description = 'Group: ID is [' + ticket_group_id + ']';
      } else {
        group_description = 'Group: None';
      }
      switch (ticket_group_id) {
        case '14000060314':
          group_description = 'Group: QA';
          // Hide the 'Source' field of the 'Ticket properties' section of the right sidebar:
          jQuery('.dropdown.default_source.field').hide();
          break;
        case '14000060315':
          group_description = 'Group: Sales';
          // Hide the 'Type' field of the 'Ticket properties' section of the right sidebar:
          jQuery('.dropdown_blank.default_ticket_type.field').hide();
          break;
      }
      console.log(group_description);
    };
    jQuery(document).on('sidebar_loaded', group_customization);
    jQuery(document).on('change', '#helpdesk_ticket_group_id', group_customization);
  });
</script>

 

 

@thanos what will this do exactly?

Dear Philip,

the comments explain most of the functionality.

- You start by making sure that the fields you wish to manipulate ( 'Source' and 'Type' in this case ) start at a "show" state.
- Then you check what the group ID is for the group that the ticket is assigned to ( if it is assigned to a group, obviously ).
- Depending on the group ID, you hide some field(s)

The console.log statement is there to help you figure out what the group IDs for your groups are and it should be commented out once you are done.

Unfortunately, this is far from a plug-and-play thing as you have to discover what the group IDs of your groups are, what the element handles are and modify it to suit your needs.