Support Box now supports configurable Read-Only fields, enabling organizations to protect important ticket information from unintended modifications after it has been captured.

The enhancement applies to all supported field types in Support Box, allowing administrators to control updates to both system and custom fields while maintaining flexibility during ticket creation.

What's New

Read-Only Configuration for Any Field

• Administrators can now mark fields as Read Only through Support Box Field Customization.
• This functionality is available across all supported field types, providing greater control over how ticket information is maintained after creation.

Value-Based Read-Only Behavior

• A field remains editable until a value is entered and saved.
• Once a value is available, the field automatically becomes read-only for users assigned with the Ticket Read-only User privilege, helping ensure that important information remains protected from accidental changes.

Privilege-Based Access Control

• Read-only behavior is controlled through the Read-only User privilege.
• Organizations can define which users should have restricted update access while allowing other authorized users to continue managing ticket information as per existing permissions.

Seamless Ticket Creation Experience

• The enhancement is designed to protect data without affecting ticket creation workflows.
• During New Ticket Creation, all fields remain editable. Read-only restrictions are enforced only after the ticket has been created and the configured field contains a saved value.

Key Highlights

• Supports all field types in Support Box
• Configurable at individual field level
• Privilege-based access control
• Value-based locking after information is captured
• No impact on New Ticket Creation workflows
• Helps maintain data consistency and auditability

Why It Matters

• Prevents accidental modification of important ticket information
• Improves data accuracy and consistency across support operations
• Enables better governance of critical ticket fields
• Supports audit and compliance requirements with controlled updates
• Balances flexibility during ticket creation with stronger data protection afterward

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