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User can change Requester (field) when creating new ticket

  • January 25, 2021
  • 4 replies
  • 634 views
S
Apprentice

Hi,

We are new to freshservice and are still configuring all our needs before major roll-out. Few users have access to test some features. So this problem occurred that an user could change the requester field (is normally automatically filled in with the logged in user, field ID = ‘ticket_requester_email’) and could create a ticket for someone else. We don’t want this option and want to disable the field. If they want to someone else up to date they should use the ‘CC’ field.

 

I have searched and saw that few people changed the portal and I hoped this was also possible for the ticket form. (or is it possible in the admin page, but I didn’t find it)

 

Asked the same question in freshdesk community (my bad)

Best answer by support_MExT

You can make the Requester email field on the End User Portal "read Only" by adding the below script to the new ticket form. To add the Script Goto Admin->Helpdesk Rebranding->Customise Portal->switch to the "Layout & Pages" Tab -> Click on Portal Pages-> Navigate to the New Ticket Page on the Left Hand Pane and add the script at the very end->Click on Save & Publish. This will make the field readonly and you cannot change the email address as an End User. Hope this helps.

​

​<script type="text/javascript">
jQuery(document).ready(function(){

jQuery("#helpdesk_ticket_email").prop( "disabled", true );

});
</script>

 

 

This solved my problem

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4 replies

S
Apprentice
  • support_MExT
  • Author
  • Apprentice
  • 2 replies
  • Answer
  • January 27, 2021

You can make the Requester email field on the End User Portal "read Only" by adding the below script to the new ticket form. To add the Script Goto Admin->Helpdesk Rebranding->Customise Portal->switch to the "Layout & Pages" Tab -> Click on Portal Pages-> Navigate to the New Ticket Page on the Left Hand Pane and add the script at the very end->Click on Save & Publish. This will make the field readonly and you cannot change the email address as an End User. Hope this helps.

​

​<script type="text/javascript">
jQuery(document).ready(function(){

jQuery("#helpdesk_ticket_email").prop( "disabled", true );

});
</script>

 

 

This solved my problem

sandernelen
Community Debut
  • sandernelen
  • Community Debut
  • 1 reply
  • September 28, 2022

Hi all

Unfortunately the above solution does not work for me. When I manually add a property disabled=”true” to helpdesk_ticket_email it works, but trough the jQuery script it doesn’t (the script does not seem to be running). Any idea where else I can place the script so it does run?
Thanks in advance,

Sander Nelen

B
Contributor
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  • Bregt
  • Contributor
  • 11 replies
  • August 26, 2024

Hi, this doesn’t seem to be working, @sandernelen could you give me the solution you have made please?

Kr,

Bregt

Jeff_MCFC
Community Debut
Forum|alt.badge.img+2
  • Jeff_MCFC
  • Community Debut
  • 13 replies
  • September 24, 2024

Below is what I just implemented in our environment. The requester email field defaults and is visible but can’t be clicked or edited. The cc option remains. This was added to the Custom stylesheet.

 

#helpdesk_ticket_email {
  pointer-events: none;         
}

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