Portal Service - Fields editable from User's portal until ticket status is Open/Pending
When a ticket is created from the portal, the form may contain custom fields. The requester can edit them untill ticket status can be Open/Pending. This is important because the portal user cannot modify data after the ticket is Resolved/Closed, such as priority / title or other essential data
Roberto Zampieri
shared this idea
Hi,
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What you have requested is already available in the Product.
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The Atera Team
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Roberto Zampieri
commented
Hi,
the configuration is not correct. The user can view and edit the default fields and custom fields when Ticketwas created but if the ticket is Closed the user can't modify Prioriry from portal -
Hi there,
Here’s how to hide status/impact/priority (and any other technical fields) from end-users in the Customer Portal while keeping them for technicians:
Go to Admin → Data Management → Custom Fields.
Open the Ticket fields tab.
Find the field (e.g., Ticket status, Impact, Priority) → click the pencil (edit).
Change behavior from “Field is editable” to “Field hidden from view.”
Save.
Repeat for any other fields you want hidden from end-users.
Ask the end-user to refresh/relogin to the Customer Portal.
Notes
• Hidden fields remain visible and editable for technicians in the console.
• You can mix behaviors per field (some editable, some hidden) as needed.KB on the matter: https://support.atera.com/hc/en-us/articles/215952967-Custom-fields#Customfieldtypes
++
Dima L
Technical Product Marketing Manager
Atera
