The Ticket Immutability snap-in enables automatic enforcement of immutability on closed tickets. Organizations use this snap-in to maintain compliance with data governance policies, prevent accidental edits on resolved tickets, and preserve audit integrity. Once activated, tickets are marked as immutable after a defined number of days in a closed state, excluding those in the Accepted stage. After this period, no further modifications are permitted. This includes restrictions on rich-text editor access, field updates, object linking, and other changes, ensuring ticket integrity.

This snap-in requires workspace admin privileges to install and configure.

Behavior

Immutability enforcement

When a ticket has remained in a closed state (other than Accepted) for the configured number of days, the snap-in marks it as immutable. Once immutable, agents and customers cannot modify any fields, link objects, or edit the ticket's content.

📝 Note: To apply immutability to tickets, this snap-in runs about once per hour. On each run it can mark up to 50 tickets immutable. If there are a lot of tickets that meet the criteria for immutability, it can take multiple cycles to mark them all.

Follow-up ticket creation

When a customer responds to an immutable ticket, the snap-in automatically creates a follow-up ticket. This ensures that customer inquiries are never lost while preserving the integrity of the original closed ticket. For more details, see Follow-up Ticket.

Automatic archiving

Tickets are automatically archived 180 days after becoming immutable.

AirSync ticket exemption

Tickets imported through AirSync are exempt from being set as immutable. This prevents conflicts with synchronization workflows that may need to update ticket data after import.

Installation

1. In DevRev, go to Settings > Snap-ins and click Explore Marketplace in the top-right corner.

2. In the DevRev Marketplace, find Ticket Immutability and click Install.

3. Configure the immutability period in the configuration settings (see below).

4. Click Save, then click Install to activate the snap-in.

Configuration

In the Configuration Settings, specify the number of days (1–365) after which a closed ticket becomes immutable. The default value is 365 days. A ticket must remain in a closed state (excluding Accepted) for this entire period before immutability is enforced.