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    kerry walker
    Making standard text read-onlyAnswered
    Topic posted July 11, 2019 by kerry walkerBronze Trophy: 5,000+ Points, tagged Email, Messaging 
    78 Views, 9 Comments
    Title:
    Making standard text read-only
    Summary:
    Making standard text read-only
    Content:

    Hello, 

    We've been asked by some of our customers if its possible for an agent using OSvC to add standard text to an incident, but render that standard text read-only once its added to the incident.  I haven't been able to find a way so far.  I thought a rule might work, but fields I would need to select are grayed-out.  I'm wondering if anyone has done this, or knows how to do this.  Thanks!

    -Kerry

    Version:
    19A

    Best Comment

    Sebastiaan Draaisma

    Hi Kerry.

    I understand the purpose of your request. You like to keep your text consistent.

    This can not be done for the text within the standard text only, this as the thread editor allows editing.
    One workaround would be to lock the thread editor in the workspace but this would only work if the standard text/KB answer contains all the required information.
    Another workaround would be the use of a custom text field that is inserted in the thread through API (editor locked, standard text + custom field through API

    Comment

     

    • Sebastiaan Draaisma

      Hi Kerry.

      I understand the purpose of your request. You like to keep your text consistent.

      This can not be done for the text within the standard text only, this as the thread editor allows editing.
      One workaround would be to lock the thread editor in the workspace but this would only work if the standard text/KB answer contains all the required information.
      Another workaround would be the use of a custom text field that is inserted in the thread through API (editor locked, standard text + custom field through API

    • kerry walker

      Hey Sebastiaan, 

      How would I lock the thread editor in the workspace?  I tried using the "Read Only" option in the ribbon, but that renders all of the options (including adding standard text) un-clickable.  

      -Kerry

    • Sebastiaan Draaisma

      Hi Kerry.

      You have to use the Make an object read only

    • Sebastiaan Draaisma

      This would most likely also make the buttons read only which in turn would require custom buttons & functionality (or F8 & F9 hotkeys). It's possible to accomplish but it would require coding so I guess it all depends on the budget and if this is an absolute requirement...

    • kerry walker

      Hey Sebastiaan, 

      Thank you for your responses, as always!  I did notice that using the Read Only in the ribbon made the buttons un-clickable, which would make sense.  That probably won't work though.  Also, when I try to use the workspace rules, my option for the Rich Text Incident Thread is grayed out.  Its not that big of a deal I suppose.  I just wanted to make sure I'd tried every simple option before letting our business users know there is no easy way to accomplish this.  I appreciate your insight!!  Happy Friday!!   laugh

      -Kerry

    • kerry walker
    • Sebastiaan Draaisma

      Hi Kerry.

      I did some experimenting with permissions etc but was unable to get the Rich Text Incident Thread greyed out so I'm not sure how you that happened...
      Nonetheless it would like you stated not be an easy solution. I think it may be a good one for the idea lab as keeping texts consistent is something more people would be interested in.

    • kerry walker

      Thanks Sebastiaan, maybe I will submit that to the Idea Lab.  smiley

      -Kerry

    • kerry walker

      Thanks for the suggestion.  I've posted this to the Idea Lab.  Cheers!

      "Make an incident response read-only once a standard text is added."