Need to check the possiblity to restrict high severity priority ticket creation and updation from webservices

[Sachin Mishra]

We wanted to check the possiblity to restrict high severity priority ticket creation and updation from webservices. 

we have integration with external customer and they are using service desk api to create tickets in Service desk . they are also creating p1 priority ticket or sometimes upgrading or downgrading the priority like from p1 to p2 or p2 to p1 . 

is there any way at web service level if we can restrict that.

version: 17.3 RU9

[Vallinayagam Pitchaimani]

There is no configuration out of the box to achieve the intended behavior.

However you can consider customization as below

1. For web services users' access type, set a custom role.
2. Add a pre validate trigger to ticket object, upon ticket creation/update by that custom role's user,  if its sets specific priority, reject the request.

(Note: Customization code may not be supported by the Broadcom Support Channel)