We are creating an access control request process using the Help Desk.

I created the parent ticket with defaults that I would like each parent ticket to have.

I created 2 child tickets that get submitted once the parent is approved.

3 key fields for the process on the Parent Ticket is Staus (set to Stalled), Approver (Set to a designated user and required before open), and Owner (Set as the same user that is designated as Approver)

I do not want the user submitting the ticket to be able to change these values, especially the Status.

However, if I select Hidden, Read Only, Owners Only - Hidden from Users or Owners Only - Visible to Users, the Status and Approver fields do not carry the default values that the ticket is designed with.

If I leave it as User Create, then the default values carry over and the process works properly.

However, this poses an issue. If I leave the permissions as User Create, then the user can change the default values of Status and Approver. I do not want that.

Any ideas to enforce default values for fields on the ticket submission?


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