Freshservice integration with the Hide or Disable Fields based on User Roles app enables IT teams to hide or disable specific default fields related to new or existing tickets and changes at the global settings level. Additionally, this app has the capability to hide or disable specific default fields related to tickets and changes based on user roles.
Note:
The “Hide or Disable Fields based on User Roles” app does not support hiding or disabling any workspace-specific fields at the individual Workspace level.
Use “Business Rules for Forms” to hide or disable fields at the workspaces level.
Business Rules for Forms can be applied to service items apart from tickets and changes.
Business Rules for Forms also provide advanced settings to auto reverse and enforce rules.
See Create No-Code Dynamic Forms with Business Rules for more information.
Prerequisites for integration
Ensure you have the following, as part of the prerequisites for integration:
Account administrator privileges within Freshservice to initiate the integration.
Install the app
To install the app:
Go to Admin > Automation & Productivity > Extensibility > Apps.
Or, click the Marketplace Apps icon on the top-right corner, and select Marketplace Apps.
Search and select the Hide or Disable Fields based on User Roles app using the Search apps option.
Click Install on the installation page. The Configuration page opens.
Enter the relevant account URL and API key details in the Account URL and API key fields, and click Verify Account Credential.
After your account credentials are verified, click Next.
On the Ticket Pages configuration page, you can select the fields you want to hide or disable on any new or existing ticket pages.
(To hide a field on any new ticket page) Select the required field from the Hide fields option under New Ticket Page (for example, Urgency).
(To disable a field on any new ticket page) Select the required field from the Disable fields option under New Ticket Page (for example, Business impact).
(To hide a field on any existing ticket page) Select the required field from the Hide fields option under Ticket Page (for example, Type).
(To disable a field on any existing ticket page) Select the required field from the Disable fields option under Ticket Page (for example, No. of customers impacted).
Note: You can select multiple fields from the Hide fields and Disable fields options under the New Ticket Page and Ticket Page sections.
On the Ticket Pages configuration page, you can also select roles and the associated ticket fields you want to hide or disable on any new or existing ticket pages.
(To hide fields based on roles) Click Add new mapping under the Hide based on Roles section.
A new row to select the required roles and ticket fields is added.
Select the required role from the Roles option under Hide based on Roles (for example, Account Admin).
Then, select the required ticket field from the Ticket Fields option under Hide based on Roles (for example, Impacted locations).
(To disable fields based on roles) Click Add new mapping under the Disable based on Roles section. A new row to select the required roles and ticket fields is added.
Select the required role from the Roles option under Disable based on Roles (for example, IT Supervisor).
Then, select the required ticket field from the Ticket Fields option under Disable based on Roles (for example, No. of customers impacted).
Note: You can select multiple roles and ticket fields from the Roles and Ticket Fields options under the Hide based on Roles and Disable based on Roles sections.
(After adding all the required configurations on the Ticket Pages configuration page) Click Next.
Add all the required configurations for any new or existing change pages on the Change Pages configuration page.
Then, click Install.
Example: Ticket with disabled fields
The following figure depicts a ticket details page, which shows disabled Urgency and Impact fields based on specific configurations.
