Admins can configure the fields on different pages and these fields will be hidden by default when the pages load. Users with particular roles can add rules to hide fields. For example, an admin might not want an agent or a supervisor to change the type or source of a ticket. In such scenarios, fields can be hidden from these users to ensure that they cannot modify or edit the values of such fields. On the change page, the admin can hide or disable the field on page load and it's not possible to hide/disable based on the user role due to limitations in the product. Note: If ticket or change fields are set as 'Required when submitting the form' for agents, those fields won't get populated on the app settings page. Detailed help article: https://support.freshservice.com/en/support/solutions/articles/50000011178-freshservice-integration-with-hide-or-disable-fields-based-on-user-roles-app