Readonly Activity Fields

Edit readonly activity fields

To edit readonly activity fields, double click the activity shape and edit the readonly activity fields from the properties panel.

EditReadonly.png

An activity can have completion conditions defined, which must be satisfied for the activity to complete and the workflow to move on to the next activity.  Typically, completion conditions will require the agent to populate certain system or custom ticket fields.  To help the agent populate these mandatory fields, you can configure readonly fields that will be displayed to the agent, which may assist in populating the mandatory fields (for example some information recorded in a custom field at an earlier activity in the workflow).

Double click the activity shape and then click the add (or edit if readonly activity fields already exist) button to edit the readonly activity fields.  A modal will display a list of the custom ticket fields from which the readonly fields may be selected.

SelectReadonly.png

Runtime assistant

When a workflow is running on a ticket and the current activity has completion conditions defined, the ticket sidebar app can assist you by showing only those fields that are involved in the completion conditions, as well as optional fields and readonly fields (as described here).  This makes it easier to concentrate on the information that needs to be supplied in order to proceed with the workflow.

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