I’m encountering an issue with the Ticket Field Disable app. I’m attempting to disable certain ticket fields based on the Case Source ticket field value. While one field is being disabled as expected, the other two are not.
It seems the problem is that the two fields that are not being disabled are mandatory. Since the current approach isn’t working, could you suggest an alternative method to achieve this?
Hi @Vrushali_Ambre,
All the apps I checked don’t disable the mandatory fields.
Could you please explain the use case for the requirement to disable a mandatory field?
Is it a default field or a custom field? If it’s a custom field, how is it used?
Hi @Raviraj
During testing, when the ‘Case Source’ custom field is set to ‘WhatsApp,’ the ‘Type’ field disables correctly, but the ‘Sub SR Type’ and ‘Sub Sub SR Type’ fields are not being grayed out by the Disable Field application.
As I mentioned, all the apps I checked mention they only work on non-mandatory fields.
If you’re building an app on your own, you can try using this method to disable the mandatory fields when required.
@Raviraj What steps are needed to disable these three fields as shown in below image
