Hi there,

I'm having trouble setting up templates. I want the requester to see ticket details under the same headings and layout as technicians but not actually set them.

Using 'Mode' as an example... but it impacts all default and custom fields.

The field is present in the technician and requester template. As soon as I un-tick 'Requester can set' the field removes itself from the requester template.

If I set all the fields in the technician template (with this already un-ticked) and click 'Copy from technician', then it imports the field but the requester can set the field!

Is this a known issue or is there any way to prevent this happening?

We're on an on-premise installation on 10.5 Build 10501.

TIA !