Using Restricted Columns with the Service Desk App
Restricted columns in monday.com (technically called column permissions) allow you to control which users or roles can edit specific columns. This is useful for protecting system-managed fields such as the Ticket Reference Number. The Service Desk App supports column permissions, but certain conditions must be met to avoid errors during ticket creation or updates.
How the app interacts with restricted columns
If column permissions are enabled for a field the app needs to write to (for example, during ticket creation), the action will fail unless the Service User has editing access to that column.
The most common result is that ticket creation from the service portal will fail with an error message like “Ticket could not be created”.
How to avoid issues
Open the ticket board
Hover over the column and click the three-dot menu → Column permissions
Make sure the Service User is included in the list of users allowed to edit the column
If you are using multiple restricted columns, it may be simpler to assign the Service User as a board owner, since board owners automatically have permission to edit all columns.
For main and shareable boards, this is only necessary if you use restricted columns.
For private boards, the Service User must also be explicitly invited to the board before column permissions will apply.
Recommendation
We recommend restricting the Ticket Reference Number column after the initial setup is complete.
This prevents agents from accidentally editing reference values while ensuring the app can still assign them correctly.
This column is intentionally not restricted in the default template, to avoid issues if the Service User is different from the admin who installs the app.
Once setup is working, you can safely apply column permissions to that field.