Restrict Employees from selecting severity when creating new helpdesk request

Hi All,

We have a client requirement to hide the Severity field when an Employee is creating a new helpdesk request so that they are unable to select any value. Once the ticket is routed to an agent, they should be able to select the correct severity and Employee should be able to see the value in read-only in the ticket.

However, the agents should be able to select the severity when they go in to create a new helpdesk request either for themselves or on behalf of someone else.

Has anyone configured this or know how this would be possible?