feat(perms): tell managers once that ticket fields follow permission levels

desk/src/components/layouts/Sidebar.vue

@@ -20,6 +20,10 @@
           v-if="showPermissionNoticeBanner"
           :isSidebarCollapsed="isCollapsed"
         />
+        <TicketFieldPermissionBanner
+          v-if="showFieldPermissionNoticeBanner"
+          :isSidebarCollapsed="isCollapsed"
+        />
       </div>
       <SidebarItem
         v-if="isOnboardingStepsCompleted && !isCustomerPortal"
@@ -60,6 +64,7 @@
 import HDLogo from "@/assets/logos/HDLogo.vue";
 import { FrappeCloudIcon, InviteCustomer } from "@/components/icons";
 import CustomerPortalPermissionBanner from "@/components/layouts/CustomerPortalPermissionBanner.vue";
+import TicketFieldPermissionBanner from "@/components/layouts/TicketFieldPermissionBanner.vue";
 import ShortcutsModal from "@/components/modals/ShortcutsModal.vue";
 import SettingsModal from "@/components/Settings/SettingsModal.vue";
 import { confirmLoginToFrappeCloud } from "@/composables/fc";
@@ -215,6 +220,14 @@ const showPermissionNoticeBanner = computed(() => {
   );
 });
 
+const showFieldPermissionNoticeBanner = computed(() => {
+  return (
+    !isCustomerPortal.value &&
+    (authStore.isManager || authStore.isAdmin) &&
+    configStore.showTicketFieldPermissionNotice
+  );
+});
+
 const showOnboardingBanner = computed(() => {
   return (
     !isCustomerPortal.value &&

desk/src/components/layouts/TicketFieldPermissionBanner.vue

@@ -0,0 +1,94 @@
+<template>
+  <div
+    v-if="!isSidebarCollapsed"
+    class="flex flex-col gap-3 shadow-sm rounded-6 py-2.5 px-3 bg-surface-elevation-2 text-base"
+  >
+    <div class="inline-flex gap-2 text-ink-gray-9">
+      <LucideShieldAlert class="h-4 w-4 my-0.5 shrink-0" />
+      <div class="flex flex-col gap-0.5 text-p-sm">
+        <div class="font-medium">
+          {{ __("Ticket field permissions") }}
+        </div>
+        <div class="text-ink-gray-7">
+          {{ __("Some ticket fields are now visible to agents only") }}
+        </div>
+      </div>
+    </div>
+    <Button :label="__('Learn more')" theme="blue" @click="showDialog = true" />
+  </div>
+  <Button v-else variant="ghost" @click="showDialog = true">
+    <LucideShieldAlert class="h-4 w-4 shrink-0" />
+  </Button>
+  <Dialog
+    v-model:open="showDialog"
+    :title="__('Ticket field permissions have changed')"
+  >
+    <template #default>
+      <div class="flex flex-col gap-3 text-p-base text-ink-gray-7">
+        <p>
+          {{
+            __(
+              "Ticket fields now use permission levels. Customers can read fields at level 7, and only agents can read fields at level 8."
+            )
+          }}
+        </p>
+        <p>
+          {{
+            __(
+              "After raising a ticket, customers can only close it, rate it and change the fields marked Editable after creation in the ticket template."
+            )
+          }}
+        </p>
+        <p>
+          {{
+            __(
+              "Roles you created get level 7 only. Add level 8 in Role Permission Manager for your own agent roles."
+            )
+          }}
+          {{ __("Learn more in the") }}
+          <a
+            href="https://docs.frappe.io/helpdesk/customization/perm-levels-in-helpdesk"
+            target="_blank"
+            class="underline"
+            >{{ __("documentation") }}</a
+          >.
+        </p>
+        <p class="text-p-sm text-ink-gray-5">
+          {{ __("You won't see this notice again.") }}
+        </p>
+      </div>
+    </template>
+    <template #actions>
+      <Button
+        class="w-full"
+        variant="solid"
+        :label="__('Got it')"
+        :loading="dismissResource.loading"
+        @click="dismissResource.submit()"
+      />
+    </template>
+  </Dialog>
+</template>
+
+<script setup lang="ts">
+import { __ } from "@/translation";
+import { createResource } from "frappe-ui";
+import { ref } from "vue";
+import LucideShieldAlert from "~icons/lucide/shield-alert";
+
+defineProps({
+  isSidebarCollapsed: {
+    type: Boolean,
+    default: false,
+  },
+});
+
+const showDialog = ref(false);
+
+const dismissResource = createResource({
+  url: "helpdesk.api.customer_portal_notice.dismiss_field_permission_notice",
+  onSuccess: () => {
+    showDialog.value = false;
+  },
+});
+</script>

desk/src/stores/config.ts

@@ -39,6 +39,9 @@ export const useConfigStore = defineStore("config", () => {
   const showCustomerPortalPermissionNotice = computed(
     () => !!parseInt(config.value.show_customer_portal_permission_notice)
   );
+  const showTicketFieldPermissionNotice = computed(
+    () => !!parseInt(config.value.show_ticket_field_permission_notice)
+  );
 
   $socket.on("helpdesk:settings-updated", () => configResource.reload());
 
@@ -56,5 +59,6 @@ export const useConfigStore = defineStore("config", () => {
     disableGlobalScopeForSavedReplies,
     enableCommentReactions,
     showCustomerPortalPermissionNotice,
+    showTicketFieldPermissionNotice,
   };
 });

helpdesk/api/config.py

@@ -16,6 +16,7 @@ def get_config():
         "disable_saved_replies_global_scope",
         "enable_comment_reactions",
         "show_customer_portal_permission_notice",
+        "show_ticket_field_permission_notice",
     ]
     res = frappe.get_value(doctype="HD Settings", fieldname=fields, as_dict=True)
 

helpdesk/api/customer_portal_notice.py

@@ -4,6 +4,7 @@ from frappe.realtime import get_website_room
 from helpdesk.utils import agent_manager_only
 
 NOTICE_FLAG = "show_customer_portal_permission_notice"
+FIELD_PERMISSION_NOTICE_FLAG = "show_ticket_field_permission_notice"
 
 
 @frappe.whitelist(methods=["POST"])
@@ -13,6 +14,13 @@ def dismiss_notice() -> None:
     disable_notice()
 
 
+@frappe.whitelist(methods=["POST"])
+@agent_manager_only
+def dismiss_field_permission_notice() -> None:
+    """Permanently dismiss the ticket field permission change notice."""
+    disable_notice(FIELD_PERMISSION_NOTICE_FLAG)
+
+
 @frappe.whitelist(methods=["POST"])
 @agent_manager_only
 def restore_ticket_access() -> None:
@@ -31,10 +39,10 @@ def restore_ticket_access() -> None:
     disable_notice()
 
 
-def disable_notice() -> None:
+def disable_notice(flag: str = NOTICE_FLAG) -> None:
     """Turn the flag off and notify connected clients, publishing the same
     realtime event HD Settings emits from its on_update."""
-    frappe.db.set_single_value("HD Settings", NOTICE_FLAG, 0)
+    frappe.db.set_single_value("HD Settings", flag, 0)
     frappe.publish_realtime(
         "helpdesk:settings-updated", room=get_website_room(), after_commit=True
     )

helpdesk/helpdesk/doctype/hd_settings/hd_settings.json

@@ -63,6 +63,7 @@
   "setup_complete",
   "initial_helpdesk_name_setup_skipped",
   "show_customer_portal_permission_notice",
+  "show_ticket_field_permission_notice",
   "persona_captured",
   "column_break_hjfh",
   "search_tab",
@@ -157,6 +158,13 @@
    "hidden": 1,
    "label": "Show Customer Portal Permission Notice"
   },
+  {
+   "default": "0",
+   "fieldname": "show_ticket_field_permission_notice",
+   "fieldtype": "Check",
+   "hidden": 1,
+   "label": "Show Ticket Field Permission Notice"
+  },
   {
    "default": "0",
    "description": "Set once an admin completes the onboarding persona questionnaire",
@@ -557,7 +565,7 @@
  "grid_page_length": 50,
  "issingle": 1,
  "links": [],
- "modified": "2026-09-02 18:30:00.000000",
+ "modified": "2026-09-30 18:00:00.000000",
  "modified_by": "Administrator",
  "module": "Helpdesk",
  "name": "HD Settings",

helpdesk/patches.txt

@@ -62,3 +62,4 @@ helpdesk.patches.relabel_comment_search_index
 helpdesk.patches.mark_old_assignment_notifications_read
 helpdesk.patches.harden_hd_ticket_field_permissions
 helpdesk.patches.backfill_template_field_visible_to
+helpdesk.patches.show_ticket_field_permission_notice

helpdesk/patches/show_ticket_field_permission_notice.py

@@ -0,0 +1,12 @@
+import frappe
+
+
+def execute():
+    """Tell existing sites' managers that ticket fields now follow permission levels.
+
+    Fresh sites never run this patch, so they never see the notice.
+    """
+    if frappe.db.count("HD Ticket"):
+        frappe.db.set_single_value(
+            "HD Settings", "show_ticket_field_permission_notice", 1
+        )