How You Set Hidden, Required, and Read-Only Properties

You can apply Read–Only, Required, and Hidden properties to many of the items you add to a workspace or script.

• Read–Only—Read–Only items display to agents, but agents cannot change the values in the fields or controls. This property is not available for multi-edit workspaces.
• Required—Required items display to agents. When agents use the workspace or script to edit a record, they are required to enter a value for the field in order to save the record.
• Hidden—Hidden items do not display to agents.

When you set any of these properties, you can choose when the property should be applied to the item. You can choose to apply the property only when the workspace or script is used to create a record, only when it is used to open an existing record, or both.

Note: Multi-edit workspaces do not include the option to apply the Required or Hidden properties when creating new records, since these workspaces are not used when creating records.

You can also apply these properties to the item on a per-profile basis, allowing you to use the same workspace or script for several profiles if you want different profiles to have different settings for these properties. For example, you can create a workspace that includes fields showing contacts’ phone numbers and addresses. You can then set the Hidden properties by profile so the fields are shown to staff members with one profile, but are not visible to staff members with a different profile.