I was wondering is it possible for a ticket rule to make a "hidden" field become "read only" or any other field status?
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Yes, because the visibility of a field is a field itself in a table in the database... Ticket rules can modify most tables in the database.

Why would you need to modify the visibility of a field with a ticket rule? You can already modify this in the queue configuration.
Answered 11/29/2010 by: airwolf
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It would be setup based upon the information status of a submitter. Like if they are a VIP. If a ticket is submitted for/by a VIP submitter, the field would be visible indicating that submitter is a VIP. In our old Remedy system, we had an icon appear next to the submitter's name.
Answered 11/29/2010 by: londeaux
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londeaux,

I don't think this would work...

Field visibility is global to the queue.

If you made the change it would effect all tickets in that queue.
Answered 11/29/2010 by: dchristian
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You cannot do that unless you create separate queues. The ticket rule would change the visibility of the fields for all submitters, approvers, and owners.
Answered 11/29/2010 by: airwolf
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Why not make it visible to Owners? Or maybe put those users in a label and create a rule that changes ticket priority (Create a VIP priority maybe) based on user submitter label. Priority has the benefit of color coding in the list view also if you're looking for additional visual cues.
Answered 11/30/2010 by: cblake
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It's a possibility, but haven't figured out how to use labels in a rule. I did find an article on kace's site, but not sure how to use the information in a regular rule..
Answered 11/30/2010 by: londeaux
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You'll have to write a custom SQL rule.
Answered 12/01/2010 by: airwolf
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