Possible to make tickets readonly for customers based on ticket type?


We’d like to make tickets or at least the “text” (comment) field read-only depending on an the saved/selected ticket type, using Core Workflows.

E.g. we would like to show “announcement” (ticket type) for customers in Zammad, but don’t want to give the customer the possibility to reply/comment on it. For this we have configured a Core Workflow

  • saved condition: ticket type = announcement

  • action: ticket text field = set readonly

  • Used Zammad version:


  • Used Zammad installation type: (source, package, docker-compose, …)


  • Operating system:

Debian bookworm

  • Browser + version:

Expected behavior:

  • “text” field is actually set to readonly

Actual behavior:

  • not possible to have this field, and others like e.g. “title” become readonly although it can be selected in the core workflow UI.

Steps to reproduce the behavior:

  • see above.

If it’s not possible via a core workflow, is there any other way to make tickets read-only for customers based on some ticket criteria?

Kind regards, Thomas

Short update/correction:

“text” field is actually the ticket’s first article body field, and setting it to read-only for the “Create mask” context works. I am searching for a way to make the “comment fields” in “edit” context read-only.

The article editor cannot be set to read-only. A customer technically can always reply to a ticket.