How to Enable/Disable TAT & Priority Fields While Creating a Ticket

Purpose: To control whether a user can manually modify TAT (Turnaround Time) and Priority fields while raising a service ticket.

Step 1: Navigate to Ticket Handler Limits Go to: Service Ticket ➝ Ticket Configuration ➝ Ticket Handler Limits

Step 2: Search for the Specific User Use the search option to locate the user whose access you want to manage.

Step 3: Configure Action Control Settings Once the user is selected, scroll to the Action Control section.

You will see checkboxes for:

TAT

Priority

Enable (Checked):

The user will be allowed to manually set TAT and Priority while creating a ticket.

Disable (Unchecked):

The TAT and Priority fields will be non-editable.

Values will be auto-fetched based on the selected Problem Category and Sub Category.

Step 4: Save the Configuration Click Save or Update to apply the changes.